Why you should buy a Quarq! Customer Service.
#1
Senior Member
Thread Starter
Join Date: Aug 2006
Location: Ontario, Canada
Posts: 249
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
Why you should buy a Quarq! Customer Service.
I had purchased a used Quarq that I have had for the last 4 months. I has worked flawlessly until last week when it began to give me a few mid ride issues. One day it was okay next day no good. So I contacted Quarq and was instructed to send it in for them to have a look at it. They thought it may have an electronics pod problem. My unit was purchased by its first owner in February 2010. So that meant it was just out of the 2 year warranty they offer but was told that they could let it slide. Their customer service was very interactive. I received notification of its arrival to Quarq on Friday. I received and e-mail today that reads as follows:
Dan,
We have your powermeter ready for return shipment. Just to let you know, your S975 failed in-house testing. It has been replaced with the RIKEN powermeter since the S975 has been discontinued. The RIKEN is on a new platform with upgraded features including LED indicator and OMNICal (choice of chainrings will not compromise calibration accuracy).
Here is a link to the product info on our website: https://www.quarq.com/quarq-riken-10r
If you have any questions or concerns, please feel to contact our Customer service Team.
Lorrie Thorman
Quarq Customer Service
So a one day turnaround and they ship back a new quarq from a company that was not obligated to do anything from their end. The finest customer service I have ever experienced. All companies should take note of this. I am a Quarq user for life and that is all I have to say.
Dan,
We have your powermeter ready for return shipment. Just to let you know, your S975 failed in-house testing. It has been replaced with the RIKEN powermeter since the S975 has been discontinued. The RIKEN is on a new platform with upgraded features including LED indicator and OMNICal (choice of chainrings will not compromise calibration accuracy).
Here is a link to the product info on our website: https://www.quarq.com/quarq-riken-10r
If you have any questions or concerns, please feel to contact our Customer service Team.
Lorrie Thorman
Quarq Customer Service
So a one day turnaround and they ship back a new quarq from a company that was not obligated to do anything from their end. The finest customer service I have ever experienced. All companies should take note of this. I am a Quarq user for life and that is all I have to say.
#2
Resident Alien
Join Date: Jul 2007
Location: Location, location.
Posts: 13,089
Mentioned: 158 Post(s)
Tagged: 0 Thread(s)
Quoted: 349 Post(s)
Likes: 0
Liked 10 Times
in
6 Posts
That's good. Virtually everyone I know with a Quark has had to return at least one, some as many as 4.
FWIW both SRM and Saris also provide excellent customer service.
FWIW both SRM and Saris also provide excellent customer service.
#3
VeloSIRraptor
I've never returned my Quarq, but every time I have an odd-ball question they answer it on the spot and have been great about everything I've needed.
#5
Banned.
Join Date: Apr 2010
Location: Somewhere
Posts: 1,041
Bikes: something
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
When I called them with questions about my own quarq the guy I talked with was not only pretty funny, he heckled me a bit. I thought it was pretty amusing.
#6
You blink and it's gone.
Join Date: Mar 2005
Location: Dundas, Ontario
Posts: 4,436
Bikes: Race bike, training bike, go fast bike and a trainer slave.
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 1 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
True, but when we are dealing with electronics like this there is usually issues at some point and knowing they stand behind their product is extremely important...
Skinnyguy, you sent it directly to the US...correct?
I just got mine and don't foresee a problem, but knowing that I don't need to deal with a local distributor will make me happy.
I've heard all the feel good stories about Saris, but dealing with the Canadian distributor was a nightmare. Sent my PT in and it took 3wks to get it back and they buggered up something else and it was another 3wks before it was returned.
Skinnyguy, you sent it directly to the US...correct?
I just got mine and don't foresee a problem, but knowing that I don't need to deal with a local distributor will make me happy.
I've heard all the feel good stories about Saris, but dealing with the Canadian distributor was a nightmare. Sent my PT in and it took 3wks to get it back and they buggered up something else and it was another 3wks before it was returned.
#7
In the Pain Cave
Join Date: Mar 2008
Location: Nashville, TN
Posts: 1,672
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 2 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
Not to derail the thread but is SRM excellent about second hand purchases as well? They do seem to be going down in price in the used market.
#8
Senior Member
Thread Starter
Join Date: Aug 2006
Location: Ontario, Canada
Posts: 249
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
True, but when we are dealing with electronics like this there is usually issues at some point and knowing they stand behind their product is extremely important...
Skinnyguy, you sent it directly to the US...correct?
I just got mine and don't foresee a problem, but knowing that I don't need to deal with a local distributor will make me happy.
I've heard all the feel good stories about Saris, but dealing with the Canadian distributor was a nightmare. Sent my PT in and it took 3wks to get it back and they buggered up something else and it was another 3wks before it was returned.
Skinnyguy, you sent it directly to the US...correct?
I just got mine and don't foresee a problem, but knowing that I don't need to deal with a local distributor will make me happy.
I've heard all the feel good stories about Saris, but dealing with the Canadian distributor was a nightmare. Sent my PT in and it took 3wks to get it back and they buggered up something else and it was another 3wks before it was returned.
I sent it direct to Quarq. I used to have a PT and found the same problem. Their CS was good but you had to go through a PT dealer and it was usually 3 weeks or so to get it back. They did fix my wheel every time no cost also but timing is important.
#9
These Guys Eat Oreos
Join Date: Jun 2010
Location: Superior, CO
Posts: 3,432
Bikes: Yes
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 13 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
#10
Senior Member
Join Date: Jun 2010
Location: Western MA
Posts: 15,669
Bikes: Yes
Mentioned: 4 Post(s)
Tagged: 0 Thread(s)
Quoted: 9 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
No matter what kind of power meter you have, there are going to be times when it has to go in for service. I have a Powertap wheel and a spare Apex crank as a backup.
#11
Arrogant Roadie Punk
Join Date: Oct 2005
Location: California
Posts: 2,353
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 1 Post(s)
Likes: 0
Liked 1 Time
in
1 Post
i have an early quarq (that has never been sent in.....Racer Ex) but the original design of the battery cover was faulty. It was essentially the screw cap of a contact lens case. It cracked. I called them and they over-nighted me a replacement and a couple of quarq water bottles for my trouble. on my desk via UPS in 24 hours.
The new batter cover is different/more robust design and it has been a non-issue.
The new batter cover is different/more robust design and it has been a non-issue.
#12
Senior Member
Join Date: Feb 2009
Location: FFLD CTY, CT
Posts: 1,971
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 14 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
Yeah, they sold quite a few of them with bad electronics pods that caused a rash of repairs. Something got redesigned and the problem went away.
No matter what kind of power meter you have, there are going to be times when it has to go in for service. I have a Powertap wheel and a spare Apex crank as a backup.
No matter what kind of power meter you have, there are going to be times when it has to go in for service. I have a Powertap wheel and a spare Apex crank as a backup.
#13
Pedalphile
Join Date: Jan 2008
Location: Boulder, CO
Posts: 258
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
#14
I need speed
Join Date: Sep 2009
Location: Phoenix, AZ
Posts: 5,550
Bikes: Giant Propel, Cervelo P2
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 1 Time
in
1 Post
I'm on my 4th Quarq unit in two years, but this last time they replaced it with a Riken, and I'm hoping that will be the end of my issues. My first unit started drastically underreporting power (no, really), and they replaced it. I crashed, and that unit started doing the same thing. They replaced that one, but the replacement immediately started exhibiting the underreporting issue, and they replaced it with a Riken. Initial feedback on the Riken is that it has much less zero-offset drift. It can drift some after a warmup, but if you do a calibration after warmup, any material drift goes away, I haven't done any re-torquing or applied carbon past.
#15
Senior Member
Join Date: Jun 2010
Location: Western MA
Posts: 15,669
Bikes: Yes
Mentioned: 4 Post(s)
Tagged: 0 Thread(s)
Quoted: 9 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
#16
Senior Member
Join Date: Dec 2006
Posts: 6,840
Mentioned: 7 Post(s)
Tagged: 0 Thread(s)
Quoted: 31 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
i've been using a quarq since 2010 and only time i've sent mine back was to have the crankset changed to accomodate a different bb when i got a new frame. it came back with new chainrings!
maybe i dont pay attention enough to the readings or something, but i've heard about lots of issues but have never had any.
although a few versions ago, my ptap was a different story, didnt work in the rain, cold, wind, sunshine if too bright, music too loud in the basement, etc., and the bearings in the hub were crap.
#17
Senior Member
Join Date: Feb 2009
Location: FFLD CTY, CT
Posts: 1,971
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 14 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
I'm on my 4th Quarq unit in two years, but this last time they replaced it with a Riken, and I'm hoping that will be the end of my issues. My first unit started drastically underreporting power (no, really), and they replaced it. I crashed, and that unit started doing the same thing. They replaced that one, but the replacement immediately started exhibiting the underreporting issue, and they replaced it with a Riken. Initial feedback on the Riken is that it has much less zero-offset drift. It can drift some after a warmup, but if you do a calibration after warmup, any material drift goes away, I haven't done any re-torquing or applied carbon past.
#18
I need speed
Join Date: Sep 2009
Location: Phoenix, AZ
Posts: 5,550
Bikes: Giant Propel, Cervelo P2
Mentioned: 1 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 1 Time
in
1 Post
I've got an ELSA and a Garmin 500. Before I ride I try to let the bike sit outside or inside (wherever I'm riding) for 10 minutes or so before I do anything, then I find the PM setting on the 500 hit calibrate, and when a number comes up (generally around the same number) I ride. Should I do more? Pedal backwards 4 times after riding for 10 or 15 minutes?
#19
Pedalphile
Join Date: Jan 2008
Location: Boulder, CO
Posts: 258
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 0 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
#20
Senior Member
Join Date: Jun 2010
Location: Western MA
Posts: 15,669
Bikes: Yes
Mentioned: 4 Post(s)
Tagged: 0 Thread(s)
Quoted: 9 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
You didn't send them in for service because you were willing to void your warranty and you are handy with a soldering iron. That's a rather disingenuous argument.
#22
Resident Alien
Join Date: Jul 2007
Location: Location, location.
Posts: 13,089
Mentioned: 158 Post(s)
Tagged: 0 Thread(s)
Quoted: 349 Post(s)
Likes: 0
Liked 10 Times
in
6 Posts
Well, if it was out of warranty then it didn't matter. FWIW I usually get 18-24 months out of my SRM batteries and always end up sending them in before they die.
#23
Senior Member
Join Date: Nov 2008
Location: TX
Posts: 2,620
Bikes: Orbea Orca Trek 5500 Trek Equinox
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 1 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
#24
Senior Member
Join Date: Feb 2009
Location: FFLD CTY, CT
Posts: 1,971
Mentioned: 0 Post(s)
Tagged: 0 Thread(s)
Quoted: 14 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
I e-mailed them about a low battery indicator I was getting after about 50-100 hours. I was told that the temps could be playing a role, makes sense as I was riding in low to sub 30 degree temps. However, he also said I should check the voltage because the temps could result in lower voltage, rather than actual battery drain. I asked how I could check the voltage. The reply, "You can check the voltage with a volt meter." ... ya don't say...
I'm still not sure if he was busting my balls.
... and no I'm not complaining.
I'm still not sure if he was busting my balls.
... and no I'm not complaining.
#25
Senior Member
Join Date: Aug 2007
Posts: 4,449
Mentioned: 64 Post(s)
Tagged: 0 Thread(s)
Quoted: 693 Post(s)
Likes: 0
Liked 0 Times
in
0 Posts
another tip for quarq users (or any users of devices with 2032 or similar batteries): wear gloves when handling the batteries. seriously.
oils from fingers get on these batteries and they tend to discharge faster than they should. your hands may seem clean, or you may think you're handling the battery carefully, but for anyone experiencing what they think is batteries dying too early, give this a shot.
oils from fingers get on these batteries and they tend to discharge faster than they should. your hands may seem clean, or you may think you're handling the battery carefully, but for anyone experiencing what they think is batteries dying too early, give this a shot.