Thanks for writing this post. It’s really important that we hear your feedback and how bad your experiance is going. As founder and CEO, I really appreciate when people like you, take time to write well thought-out negative feedback. Usually inside of negative feedback, is some way for us to improve our processes, to make sure that occurrences of similar negative experiences are eliminated So thanks for that.
Here is what happened from my point of view.
We send you a product with an error in final assembly. It’s a totally unacceptable situation.
3 people on our team messed up. 1. The wheelbuilder laced the wheel incorrectly, he’s being terminated from the company. 2. The Quality Control Technician, didn’t catch the mistake, he’s also being terminated from the company. 3. It seems like our customer support guys didn’t do a good job helping and communicating to you. Do you think they should be terminated too?
I’d like to know what part of the experience was the most angering for you, so that we can address that with priority.
Was it the way you were communicated to, by our team. Were they not friendly, or didn’t explain things with a courteous amount of thoroughness?
Was it the policy about the warranty repairs. i.e sending replacement parts, instead of a whole wheel?
Was it the amount of time and back and forth communication, that was most frustrating?
Let me know so that we can learn from this and make things better.
Next, id like to clarify our policy with you, so that we make sure you understand what your options are, and we can move forwards.
We have a policy that we call “Local Support Warranty”. It’s been in place for 6 years, with great success. Here’s how it works. If there is any issue with your wheels, we first get some information from you to determine what the issue is. In 90% of cases, the issue will be one or more components of the wheel, but not all the components of a wheel. So in most cases, we sent out replacement components, and ask you to have them installed by your favorite local bike shop. We then reimburse you 110% of the cost of that local bike shop’s servicing. In some cases (like your’s with a sapim cx-ray spoke), where a component is fairly common, we also give you the option to get the component from the local bike shop, and reimburse you 110% for the parts and labor. With this policy you can get warranty service from your favorite shop, have the issue resolved without any wait time for parts shipping, and be fully reimbursed plus an additional 10% as compensation for your troubles.
The alternative of shipping the product back to us, followed by us receiving and inspecting it, then shipping a replacement, takes too much time in my opinion. That’s why we do the Local Support Warranty.
Our team should have given you the option to ship the full wheel back, if you really wanted to, i think that’s the part of the process we need to improve.
Next Steps, Moving Forwards:
Would you like to get this whole thing resolved by the Local Support Warranty, or would you like to send your product back, and have us send you a replacement (this will take more time)?
Let me know, so we can fix up this bad situation, and get you out riding. Thanks again for the negative feedback, I really appreciate it!