I love companies that stand behind their products

Discussion in 'General Discussion' started by Big Guy, Oct 24, 2010.

  1. Big Guy

    Big Guy New Member

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    I had 2 good experiences this week: GoPro and Thomson

    I bought a GoPro HD in May, I used it a few times, but in every of my videos, I had a rattling sound. I looked at everything on the cases, my helmet, etc, until I took the camera out of the case and shook it next to my ear, there was something loose in the camera. Sunday,I went to their support page and asked for advise, I got a reply an hour later, they were very nice, they apologized for the trouble asked me to return the camera. I send it Tuesday then Wednesday I got an email, they were shipping a brand new camera. I had the camera back on Saturday.:clap:

    I found a crack on my Thomson stem, I called their support department, they never asked any question on how, where or when I bought it, the lady said "send it back, we'll send you a now one". :clap:
     
  2. David Edward

    David Edward New Member

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    Me too!

    I had a pair of Tifosi glasses that developed a crack in the lens. Was thinking it was time to finally shell out $260 for some Oakley's.

    Sent in the Tifosi's, not really expecting much since the glasses were relatively inexpensive, and I didn't have my receipt.

    This week a brand new pair came in the mail.
     
  3. Bungle

    Bungle Spitting Mad

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    Can I add my story to the thread? I recently installed some Stan's No-Tube strips on my bike to make a tubeless conversion. One of the strips was ripped and the "customer service" person at Stan's told me to take a hike - it wasn't covered by warranty even though my product had arrived defective. He offered to sell me some replacements for a discounted price, which sent me into orbit.

    I will never buy any Stan's product again. My only problem is that they seem to have a monopoly on the market and I don't know where to get my replacement strips from should I ever need them. If anyone knows another company, please let me know. Otherwise I'll be forced to make my own homebrew strips from here on out.
     
  4. 92se-r

    92se-r Active Member

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    ive had a defective tubeless stem from them. didnt bother with trying to get it replaced.

    youtube gorilla tape tubeless. it works ridiculously well and you don't have to deal with crappy 20" tubes, which ive found to have a lot of defective schraeder valves, and you have to run schraeder valves.

     
  5. Bungle

    Bungle Spitting Mad

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    That is so cool. Thanks!
     
  6. Waldo

    Waldo Lebowski Urban Achiever

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    Thomson is great about warranty service - I've had the same experience. Crank Brothers is another, as has often been discussed here, but I was recently impressed again when one of their reps at told me they'd replace a several year old multi-tool I have because it has corroded. I didn't expect that.

    And this one isn't a warranty thing, but while we're paying compliments I want to give props to Sidi shoes. I've had my Bullet 2's for 5+ years now, and after replacing the cleats for the third time and adding some Specialized BG insoles (which were an awesome improvement) they are still going strong. I keep looking for an excuse to buy some new shoes....then I look at these and think "Why?" They've been amazing.
     
  7. UPSed

    UPSed SPECIALizED

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    +1 on this. Six months no problems and it's only $3 for a roll of Gorilla tape that will do 3-4 wheels.

    As far as stand by companies go...Camelbak, Specialized, Thomson.
     
  8. Big Guy

    Big Guy New Member

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    +1 on Specialized. the recently replaced my glasses after I asked them for a replacement frame (the lenses were still good). The glasses were 5 years old...

    -1 on WTB, my seat came off the titanium rails after a small crash, I had the seat for about a month, after some arguments, the rep, sent me a bottom-of-the-line seat and some stickers... I got a credit from the LBS and bought a Specialized. Never bought another WTB product.
     
  9. coffeespecial

    coffeespecial Member

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    recently tried to warranty my shimano shoes cause the souls are pulling away and falling apart. they are only 7 months old and dont really have 7 months of regular use on them. Bike Co sent them in and SHimano rejected the warranty....really??? SHIMANO???

    +1 on Specialized they ROCK
     
  10. UEDan

    UEDan Member

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    Spinner forks. Yeah I know many of you guys don't even use their products but their support is great.
    Emailed about how to tear apart my fork to do a wiper replacement. Got an email asking for my address so they can send me warranty replacement wipers, even had rep give me his directly line so he can walk me through the process!
    And I am the 2nd owner of my 2007 bike =D
     
  11. stinky180

    stinky180 Will make it Reign....

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    Hows crank brothers? I think my cleats are beat to crap and need to be replaced...
     
  12. kdiff

    kdiff Member

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    It's been a few years since I've contacted Crank Bros. but they were really good when I was having problems with my Egg Beaters.

    One of the companies that I have to say I've been most impressed with is Azonic. I folded a saddle in a pretty good crash and they replaced it for free. I also recently needed a part for an old headset lock that I bought but never used and they were very helpful and nice.
     
  13. RustyIron

    RustyIron Rob S.

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    DT Swiss makes a rim strip for conversion to tubeless. It doesn't have the integral stem, so it won't tear out like the Stan's strips do after prolonged use. The downside of DT is that they make it hard to change a tire without tools.
     
  14. RustyIron

    RustyIron Rob S.

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    Had a good experience with Santa Cruz recently. My pivot bearings were really nasty... I suppose I should service them periodically. Exact replacements are not available off the shelf, so I called SC for advice regarding suitability of a similar bearing. They told me that the bearings were warrantied for life, and send me off a new pair and an axle. It was totally unexpected.
     
  15. pasadenamtber

    pasadenamtber New Member

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    So you crashed, the seat came off the rails and it's wtb's fault?
     
  16. andy aka rut

    andy aka rut Active Member

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    I gott agree with pasadenamtber. There is a difference between faulty products and products that have been broken by the user.

     
  17. andy aka rut

    andy aka rut Active Member

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    I find this really hard to believe. SHIMANO has always been really good with me. What details are you leaving out??
    Did you contact Shimano directly after you found this out from the bike shop? Or did you just leave it at that? If I spent good money on shoes and they were faulty, I know I would do more than just a phone call. Shimano is really close to RSM, you should contact them.
    Just my 2 cents.

     
  18. coffeespecial

    coffeespecial Member

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    I just took Bike Company's word and yes left it at that. I dont think i am leaving anything out.


    edit: update-
    turns out they are out of the year warranty, so they never sent them in. So I called shimano and they said to bring them on in anyway and they will have a look at them anyhow!! WOW supercool. whether they warranty them or not, I gotta give props to them for trying. Either way, I already bought a new pair of shoes(YES SHIMANO) despite one bad pair, I have owned a few pairs of shimano and loved them all! So how ever this ends up I will remain a fan of Bike Co. and Shimano.. No harm No foul.

    peace
     
    Last edited by a moderator: Oct 26, 2010
  19. One_Track_Mind

    One_Track_Mind New Member

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    When a company stands behind their product, it makes you want to buy more of their products, even if you might have gotten a lemon the first time. When a company doesn't stand behind their product, it makes you not want to give that company another cent. In either case, you want to tell everyone who will listen about the excellent or horrible experience you had.

    It's funny how some companies don't seem to understand this basic principle...
     
  20. pasadenamtber

    pasadenamtber New Member

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    I totally agree that a company should stand behind their product. However, i worked in a bike shop for around 5 years and the warranty / JRA thing got worked to death. I'm totally for getting something new replaced if the product is defective and if the company wants to replace something that is not under warranty then so be it. I just disagree with people who know full well that what they are trying to get warrantied is not under warranty and try anyway. It's pathetic, and when the company says no they get crap talked about them on forms like this and others.
     

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