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02-03-04, 11:07 AM
I thought I would pass on a positive experience with a cycling company I had recently.
I have an old Silca pump that I got about 20 years ago and have rebuilt twice. But 8-9 years ago I purchased a Topeak Joeblow floorpump, mainly because of it's greater efficiency. I believe that at the time it was highly rated by Bicycling magizine. It has worked flawlessly for years until a couple of months ago. The dual head wouldn't force air into the valve, it allowed it to escape through the other side. I thought I remebered seeing replacement heads in bike shops and catalogs but everywhere I looked I struck out. I finally went to Topeaks website and emailed them directly, asking what to do. I recieved a response in a couple of days asking me what model pump I had and what the exact problem was. I replied with the requested information and asked about parts availability and price. A week or so went buy and I was about to email them again, thinking that they had forgotten about me, when a package arrived in the mail with a new pump head and hose assembly. No invoice or requst for payment. They just gave me the parts for a nine year old pump.
That's my idea of customer service.
I always appreciate hearing about companies that define customer service and back what they sell. I encourage others to share similar stories for the benefit of us all.
I have an old Silca pump that I got about 20 years ago and have rebuilt twice. But 8-9 years ago I purchased a Topeak Joeblow floorpump, mainly because of it's greater efficiency. I believe that at the time it was highly rated by Bicycling magizine. It has worked flawlessly for years until a couple of months ago. The dual head wouldn't force air into the valve, it allowed it to escape through the other side. I thought I remebered seeing replacement heads in bike shops and catalogs but everywhere I looked I struck out. I finally went to Topeaks website and emailed them directly, asking what to do. I recieved a response in a couple of days asking me what model pump I had and what the exact problem was. I replied with the requested information and asked about parts availability and price. A week or so went buy and I was about to email them again, thinking that they had forgotten about me, when a package arrived in the mail with a new pump head and hose assembly. No invoice or requst for payment. They just gave me the parts for a nine year old pump.
That's my idea of customer service.
I always appreciate hearing about companies that define customer service and back what they sell. I encourage others to share similar stories for the benefit of us all.