General Cycling Discussion - Great Customer Service

The clamp on my Cat Eye HL-EL 300 light broke recently, so I sent an email to Cat Eye asking where I could obtain one (I really like the light and did not want to replace it unless I really had too) and what a new clamp costs. The next day I received a reply and instead of furnishing the requested info, I was asked for my address so they could send me a new clamp at no charge. There response totally surprised me as I had not asked for a replacement nor did I complain about the clamp breaking. Needless to say I furnished the requested information and today as promised a new clamp arrived in the mail.

While I know a clamp is no big deal, it is nice to see a manufacture stand behind their product, no questions asked. To many times in todays world company's want you to buy their products, but run and hide when there is a problem. I think it's important to let people know which company's stand behind their products. I know I will keep this in mind the next time I am looking to purchase a product Cat Eye manufactures.

Thank you Cat Eye!!

Customer service is everything. A good experience will keep someone coming back; a bad experience will ripple out as people complain to their friends. I've worked in Customer Service for 12 years, and we call it the 1-10-100 rule (One person complains to ten about bad service, and each of those ten tells another ten).

Cat Eye is a great company with great products. Glad you've had the same experience as me!

Customer service is everything. A good experience will keep someone coming back; a bad experience will ripple out as people complain to their friends. I've worked in Customer Service for 12 years, and we call it the 1-10-100 rule (One person complains to ten about bad service, and each of those ten tells another ten).

Cat Eye is a great company with great products. Glad you've had the same experience as me!
I like to regard the 1/10/100 rule as crap and try to pass on positive stories instead.................
A customer brings me a bike with Avid cantilever brakes, the part with the adjuster screw on one brake is broken, can I get him a new one? I call Avid, ask if the part is available. Avid sends me, free of charge, a full set of adjusting screw holders, springs, bushings, everything except the arms and pads, for my customer. I will be buying Avid cantilevers for future personal use and try to sell them to customers after
this kind of help, believe me! Another one, and a company that could afford to be very "we don't care, we don't have to" is Shimano. The Big S well bend over double fecking backwards to take care of a dealer who has a genuinely defective product--they don't care if the dealer is me with a tiny business or my former employer with five storefronts and $million+ sales per year, the dealer is treated as a representative of that customer who must always be right. Shimano's coverage of warranty situations and willingness to scour their warehouse for the obscure spare part is truly excellent. NOTE--Not and never have been an employee or rep of or for Shimano or Avid!

It's nice to know there are more companys out there that support not only the LBS but the rider when there is problem. These are the companys we should support with our money. Maybe if we do the companys which duck and cover will either disappear or get the message and get on the band wagon.

A clamp IS a big deal if you don't have a headlight at night! It's safety equipment, and I'm sure the CatEye folks had that in mind with their reply to you. Good for them.

On a similar note, I lost all the mounting hardware for a Blackburn Expedition rear rack a while back; Blackburn sent me a whole new set at no expense when I called to ask where to buy one. Another company for the Good List!

-chris