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10-14-08, 02:44 PM
The smallest gear cog on one of my relatively low-mileage and sedately-used, mid-priced Raleigh bikes ("Portage" model) inexplicably shattered on me recently. I found a contact edress at the Raleigh Canada website and sent off what I thought would be a "just to let you know that I'm not impressed" letter to them and to which I didn't really expect there'd be anything but a form reply/acknowledgement of receipt.
To my surprise, I received a prompt personal response which included an apology for the part failure and an offer of a free replacement cog if I would provide Raleigh Canada with a mailing address, which I did.
Upon receipt of my address, the contact person then said that he would send along a tool that would enable me to remove and install the cog.
The very next business day, a package arrived by courier first thing in the morning and in that package was an entire set of new cogs (ie not just the replacement of the smallest cog) plus the tool.
"WOW !" I said to myself, incredulous at the level of customer service and satisfaction that Raleigh Canada provided, certainly a rarity these days. I'm still shaking my head in disbelief.
Given that there about a half dozen Raleigh (and a Diamondback) bikes in my household (one of which is an old road bike that I use for my daily morning 22-36k rides) it is certainly reassuring to know that Raleigh Canada stands behind their product in such an impressive manner.
To my surprise, I received a prompt personal response which included an apology for the part failure and an offer of a free replacement cog if I would provide Raleigh Canada with a mailing address, which I did.
Upon receipt of my address, the contact person then said that he would send along a tool that would enable me to remove and install the cog.
The very next business day, a package arrived by courier first thing in the morning and in that package was an entire set of new cogs (ie not just the replacement of the smallest cog) plus the tool.
"WOW !" I said to myself, incredulous at the level of customer service and satisfaction that Raleigh Canada provided, certainly a rarity these days. I'm still shaking my head in disbelief.
Given that there about a half dozen Raleigh (and a Diamondback) bikes in my household (one of which is an old road bike that I use for my daily morning 22-36k rides) it is certainly reassuring to know that Raleigh Canada stands behind their product in such an impressive manner.