UVEX Helmets - Why Can't I Get Any Replacement Pads?

[Ziemas]

Why doesn't Uvex, a major helmet manufacturer, provide after market helmet pads? The pads on my six month old Supersonic RS helmet are worn out and I can't get replacement pads. The local distributor has been of no help so I called the German head office, which directed me to send an email to a Ms Roeck, who never responded.

Out of desperation I called the US distributor to see if I could purchase some from them, and they told me that none were available at all. Although they did mention that I could send the helmet in to see if it is a warranty issue. I don't want or need a new helmet, I simply need new pads as mine are worn out.

It's a big disappointment to me that such a well made and designed helmet, which I bought at a cost higher then comparable helmets by Bell and Giro (which provide extra pads no questions asked), will be rendered useless after six months of use due to something as simple as pads wearing out.

I expect to be able to buy replacement pads for a helmet which costs 100 euro ($140). The fact that I can't will keep me from ever buying, or recommending to other cyclists, another Uvex helmet.

[Brian]

I've asked their US media contact for assistance.

[Ziemas]

I've asked their US media contact for assistance.

Thanks!

[Brian]

She's responded, and is trying to determine who would handle this. Be patient, I'm impressed that I got a response on a Saturday.

[Ziemas]

It's been nine days since I wrote to Uvex in Germany and I still haven't gotten an response. I wrote to them again this morning, resending the original email and explaining that I thought it might have been lost.

At the end of the working day I still haven't gotten a response. Below is the email I wrote to Uvex this morning.

___________________

Ms Roeck,

I sent the below message to you last week and haven't gotten a reply. Perhaps the email was lost so I am sending it again.

Regards,

Ziemas

----- Forwarded Message ----
From: xxxxxx <xxxxxxxxx@xxxxx.com>
To: xxxxx@uvex.de
Sent: Tuesday, September 25, 2007 6:30:41 PM
Subject: Replacement Helmet Pads in Latvia

Ms Roeck,

I'm writing to you from Riga, Latvia about replacement helmet pads for my Super Sonic RS bicycle helmet. Mine are worn out from daily use and need replacing. The shop where I bought the from helmet this spring (Fans Sporta Preces) does not have any replacement pads and is unable (or unwilling) to order any. Would it be possible to order some directly from you?

Thank you for your assistance.


Regards,

Ziemas

[Brian]

Their US rep is also trying to locate a contact for me.

[Ziemas]

Their US rep is also trying to locate a contact for me.

Thanks. I called them last week and they told me the email address of the person responsible for Latvia. I'll PM you her email address. She speaks English.

[Ziemas]

Still no reply from Germany, and I highly doubt I'll get one. It's been 10 days and two emails now. Quite disappointing.

I've written the following email to the US media contact at Uvex; I wonder if I'll hear back from her.



Ms Miglioretti,

My name is Ziemas and I am writing to you from Riga, Latvia regarding replacement helmet pads for my Super Sonic RS bicycle helmet. Your address was given to me by Brian, an administrator at bikeforums.net, as the PR contact at Uvex North America.

I've called both Uvex Germany and North America about ordering replacement pads. When I called Uvex Germany I was told to send an email to a Ms Roeck (xxxxx@uvex.de) who is the person responsible for sales to Latvia. I have written her twice over the last ten days with no response. At the bottom of this email you will find copies of the emails I have sent to her.

As I am an American I contacted Uvex North America with the hopes of ordering some pads to be sent to my US address. Uvex North America told me that replacement pads were not available, and if I should need some it would be a warranty issue and to send the whole helmet in for inspection. Clearly this isn't possible as I'm in Latvia and also need my helmet for daily use.

Why is it so incredibly difficult to contact someone at Uvex regarding something as simple as a set of replacement pads for a helmet? In fifteen years of using a bicycle helmet I have never had an issue getting replacement pads until now. All of this begs the question, if getting a set of replacement pads is such a struggle what would happen if I had a serious warranty issue with a Uvex product?


Regards,

Ziemas

[Brian]

Well, there is a resolution in the works. As soon as I get the official word, I'll post again.

[Ziemas]

UPDATE:

I called Uvex Germany again this morning and spoke to a different person who seemed rather surprised that both my emails have gone unanswered. I forwarded both of the emails I sent to Uvex Germany to her and she promised to look into things. Hopefully I might actually get a reply from the German office this time.

[Ziemas]

UPDATE:

After my phone call and follow up email today I just received an email stating that the pads were sent last week. Uvex sent the pads, they just never bothered to acknowledge my emails.

All is well that ends well.......

[Ziemas]

FINAL UPDATE:

I finally received my pads toady. It seems the post office lost the package twice. The package was postmarked the fourth of October, the day of my second email to Uvex Germany.

[Brian]

Indeed. And as soon as they have a readily available supply, the pads will be sold separately. They didn't want me to post that until the pads were in, but I think it's best to mention that now.