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  1. #1
    Senior Member skinnyguy's Avatar
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    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: http://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. #2
    Resident Alien Racer Ex's Avatar
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    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.

  3. #3
    VeloSIRraptor
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    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.
    Quote Originally Posted by shovelhd View Post
    If it comes down to a field sprint, you probably won't win, so don't let it.

  4. #4
    Pedalphile
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    The best customer service is the one you never need.

  5. #5
    Banned.
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    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. #6
    You blink and it's gone. rbart4506's Avatar
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    Quote Originally Posted by The_Cretin View Post
    The best customer service is the one you never need.
    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.
    "On the other hand riding down a hill at 55 MPH wearing (essentially) women's underwear and a Styrofoam cup on your head is the epitome of rational life-extending decisions." - RacerEx

  7. #7
    In the Pain Cave thechemist's Avatar
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    Quote Originally Posted by Racer Ex View Post
    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.

    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. #8
    Senior Member skinnyguy's Avatar
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    Quote Originally Posted by rbart4506 View Post
    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.

    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. #9
    These Guys Eat Oreos Creatre's Avatar
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    Quote Originally Posted by Racer Ex View Post
    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.
    Quark you say?

    Category 2 | | Velogames BikeForums Leagues: 1st - 2012 Veulta, 1st - 2011 Vuelta, 2nd - 2013 Vuelta, 3rd - 2012 Giro, 4th - 2012 TdF

  10. #10
    Senior Member shovelhd's Avatar
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    Quote Originally Posted by Racer Ex View Post
    That's good. Virtually everyone I know with a Quark has had to return at least one, some as many as 4.
    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.

  11. #11
    Arrogant Roadie Punk save10's Avatar
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    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.

  12. #12
    Senior Member island rider's Avatar
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    Quote Originally Posted by shovelhd View Post
    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.
    Good point on the spare crank. I was getting ready to sell two sets collecting dust. Now I think I'll hand onto one.
    "I think drivers become like dogs when they see a bicycle fly by at 40mph. Instinctively, they just want to give chase, catch them, and eat them." - Papa Tom

  13. #13
    Pedalphile
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    Quote Originally Posted by shovelhd View Post
    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.
    I've been using SRMs for 15 years and have never had to send one in for service of any sort.

  14. #14
    I need speed AzTallRider's Avatar
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    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. #15
    Senior Member shovelhd's Avatar
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    Quote Originally Posted by The_Cretin View Post
    I've been using SRMs for 15 years and have never had to send one in for service of any sort.
    Those are some pretty stout batteries.

  16. #16
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    Quote Originally Posted by The_Cretin View Post
    I've been using SRMs for 15 years and have never had to send one in for service of any sort.
    battery changing?

    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. #17
    Senior Member island rider's Avatar
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    Quote Originally Posted by AzTallRider View 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.
    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?
    "I think drivers become like dogs when they see a bicycle fly by at 40mph. Instinctively, they just want to give chase, catch them, and eat them." - Papa Tom

  18. #18
    I need speed AzTallRider's Avatar
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    Quote Originally Posted by island rider View 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?
    Check it a couple of times 10-15' into your ride, by calibrating with the 500 to see if the number changes significantly from when you started. If not, then you're golden.

  19. #19
    Pedalphile
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    Quote Originally Posted by shovelhd View Post
    Those are some pretty stout batteries.
    I always changed them myself. Even in the PCV. I replaced SRM crank batteries less frequently than people replaced their entire Quarq cranks.

  20. #20
    Senior Member shovelhd's Avatar
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    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.

  21. #21
    Resident Alien Racer Ex's Avatar
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    Quote Originally Posted by thechemist View Post
    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.
    Yep.

  22. #22
    Resident Alien Racer Ex's Avatar
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    Quote Originally Posted by shovelhd View Post
    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.
    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. #23
    Senior Member Nate552's Avatar
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    Quote Originally Posted by Hida Yanra View Post
    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.
    6 months in, and this is my story.

  24. #24
    Senior Member island rider's Avatar
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    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 think drivers become like dogs when they see a bicycle fly by at 40mph. Instinctively, they just want to give chase, catch them, and eat them." - Papa Tom

  25. #25
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    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.

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