Crank Brothers Customer Service (merged threads)

Because I live in Laguna I offer to take my friends Crank Bros (mostly pedals) in for repair. I drop them off, then pick them back up after a quick local dirt ride. Plus it is nice talk to ex pro downhiller Maxine Irvine who works at the front desk.

Dean

 

It was Maxine who emailed me. Anka Martin also emailed my brother. Both of them attended to the problem. Because of the timely response of these 2 individuals, Crank Brothers now has 2 more fans/supporters/customers :clap:

 

yes my friend and thanks much for the hook up!!!:clap:

little report. I asked Dean to please dropp off some (2 sets) pedals down to CBs on Sat for a quick repair!! He did Monday at lunch! long story short, delivery guy came by at lunch today with a package from CB's:bang: I happen to be at home!! open the box and there they where, good and fixed!!:beer: whoooAHH!! Now, that my friends is freaking fast customer service!! They have a very happy customer that will buy his next set of mallets soon!:bang::clap:Btw if Maxine is reading this. Thanks a buch for the great help!! It's greatly appreciated...

(Jose A :wave

 

Another Crank Brothers Customer Service post A+

So i break a pedal yesterday, and I am a little bummed about it (long weekend and all) But, I have heard great things about them if you go in. So I head down to Laguna and see what they can do. Pedals are 1 year old by the way.

The receptionist in the front tells me they are doing inventory, and she's not sure how much they can do but tells me she will check.#-o

(couple min wait)

She walks back out, tells me my pedals are trashed and they wont be able to fix them......#-o However, it is a long weekend and I should not miss out on any riding, and hands me a new set of pedals (like mine). "you can use these loaners for the long weekend, come back on Tuesday and I will get you a new set of the model above yours "
:clap::clap::clap:
Did not ask how they broke, when or where i bought them. If she had asked they would be in the covered time period, but wow... "Just its no problem sir!" Now thats customer service in my book. \\/

 

Make sure you get back what you gave them

I took my Ti Eggbeaters in for service many months ago. I was told one of the cages needed replaced as it was bent (I didn't notice and had no problems with them). I got them back in ~15 minutes with a new cage and spindle on one pedal (good!)


I've always noticed that the one they worked on had a different label on the spindle, so out of curiosity I weighed them and noticed the new one weighed more.



Long story short: to my surprise, the new spindle was no different, but the weight difference came in the fact that they replaced my Ti cage with a steel one. #-o

Fix: I emailed them and was told to drop the pedal off with the CB reps at the next OTH race. I did so and got it back at the next race which was yesterday.

So there ya go, a good and bad review.

 

I'm still waiting for a replacement for my broken 4Ti Eggs. Their solution was to put in a SS spindle....

 

Back in April I got my Joplin 4. Really happy with the darn thing until last night when I noticed it won't go back up on it's own - you have to pull the seat up. Plus when you grab the lever (when the post is compressed) you can hear a leak coming from the top. So, this morning I send an email to CB stating the problem. I wasn't expecting to hear back for days - since that's the expected turn around time for online inquiries (from experience with other online stuff). Instead, about 30 mins after I sent the email I get a phone call from CB rep - now that's cool customer service!

 

Today I took in my original Joplin 3 post for service. My original plan was to get it serviced and then dump it and try another brand of post since I have had it for two years now and to be quite honest I have been quite happy with it. Like all things mechanical, they need service to stay functioning but just thought it would be a good time to try something else. Since it was out of warranty (had it serviced twice for free under warranty) it was going to cost $30 for the spa treatment (new seals etc), or for $125 I could upgrade to the Joplin 4. Needless to say I walked out with a Joplin 4 (had to wait a few minutes for them to transfer remote hardware to the new post). With that kind of treatment and the convenience of being able to just walk in (priceless!), I will be hanging on to my new Joplin! Thanks Crank Brothers!

 

Lisa at CB just hooked me up with new seat clamps....she was really friendly and knowledgeable...they have AWESOME customer service!!!

 

Me three!

Recently I noticed one of my Acid 2 pedals had lost some weight...



Did a repair RMA through their website, sent it in via UPS with the RMA number and got it back with a new carbon end cap within a week. Good job, CB! Thank you.

:beer:

- shud

 

After a few email rounds and several months waiting my busted 4Tis were recently replaced under warantee with brand spanking new Eggbeater 11's

 

Mark, what do you suppose the hold up was? Your experience runs counter to every experience I have had with CB: within moments of sending in for an RMA I got it; they emailed me as soon as they got my pedals; they emailed me a few days later saying the pedals were on their way back. Why, in your opinion, did your experience fall out of this streamlined repair path?

Nice blingy pedals, BTW.

- shud

 

Well, this is the second set of spindles I broke and when I went down there they alluded to the "new and improved" design being a potential replacement but they weren't ready yet and were being shown for the first time at Sea Otter.

Then it turned out that production was delayed several times.
So each month or so I emailed.
Finally the stars aligned

 

drool........those be some sexy thangs!!

do you know the technical details behind the redesign?? just curious and too lazy to look right now

BTW I will add some 'mad love' for the crank peeps, fixed my pedals up 'reel nice' last week before 12 hours of Temecula

 

FYI some technical info on the pedal redesign;

http://www.bikeradar.com/news/article/2011-crankbrothers-pedals-first-look-25574

 

Maxine @ CB helped customize mrs culturesponge's xmas gift eggbreaker 11's for $10 & sent them back to us next day signed delivery so she wouldn't miss her regular friday morning ride - thanks

 

My Joplin 4 has once again taken a dump. It needed a service anyway, but on my last Palm Canyon ride, the seat post clamp decided to no longer clamp (elongared holes in the clamp mechanism). I hope they come through for me on this one.
Has anyone else had problems with the Joplin clamping system?

 

I saw someones fail about 5 minutes before a Rim Nordic Race, it was always down. We raised it so the seat was high enough to ride in the down position, then it was 'go' time. Glad it wasn't me!

 

Ugh, they replaced the cartridge bearings with needle bearings. I wonder how they're sealing them. The crappy inboard O-ring was the death of the needle bearings in my Acids.

 

I'm planning to drop off my Joplin 3 for service tomorrow at their Office/Shop on Monday. Does anyone have an idea what time they open since I couldn't find any info on their website?