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Old 12-19-10, 05:53 PM   #1
no1mad
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Topeak customer service

Do you call them or create an account for the online support?
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Old 12-19-10, 07:09 PM   #2
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I am pretty sure I created an account online and then they gave me a number to call.
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Old 12-20-10, 07:51 AM   #3
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I've called them, and got great service twice and bad service the last time.
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Old 12-20-10, 05:21 PM   #4
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I called and was told I couldn't get warranty replacement without an itemized receipt, which my LBS doesn't generally issue. After I got back to my LBS to get a receipt, I went the online route. The fact that my receipt was dated for the day before I submitted a claim even though my initial e-mail said I'd bought the product a few months earlier didn't seem to phase them.
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Old 12-20-10, 05:41 PM   #5
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I called and was told I couldn't get warranty replacement without an itemized receipt, which my LBS doesn't generally issue. After I got back to my LBS to get a receipt, I went the online route. The fact that my receipt was dated for the day before I submitted a claim even though my initial e-mail said I'd bought the product a few months earlier didn't seem to phase them.
I had a problem with my Topeak Road Morph G - I used it maybe once or twice, and the next time I went to use it the head piece had fallen apart rendering it useless. I contacted Topeak and was told I had to buy a replacement head. I complained - it was the principle of the matter as the replacement was only ~$7 - and they sent me a new one for free.
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Old 12-20-10, 07:19 PM   #6
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I had a problem with my Topeak Road Morph G - I used it maybe once or twice, and the next time I went to use it the head piece had fallen apart rendering it useless. I contacted Topeak and was told I had to buy a replacement head. I complained - it was the principle of the matter as the replacement was only ~$7 - and they sent me a new one for free.
Sounds like I did not complain loud enough, they made me pay about $10 plus shipping for a new head on a Joe Blow Pro floor pump. They are now way behind other cycling companies in cutomer service, as far as I am concerned.
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Old 12-20-10, 07:31 PM   #7
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The clip on my Topeak seat pack broke (during my required 0 MPH clipless fall) and they sent a new clip promptly at no charge.
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Old 12-20-10, 07:31 PM   #8
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Well, I created the online ticket, which in turn generated an email to me to call them. Ugh. Had I known they would have insisted that I call, then I wouldn't have bothered with creating the online account/ticket in the first place.
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Old 12-20-10, 11:07 PM   #9
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Last year my bicycle was stolen. It had a Topeak handlebar bag mounting bracket, but not the bag. I called Topeak and they promptly sent me a replacement bracket at no charge. BTW I got my stolen bike back three months later, but the bracket had been removed.
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Old 12-21-10, 01:44 AM   #10
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the cap on the road morph G probably pays for the customer service department, that's why I called them too. I was so worn down by the time I got through to a person, I didn't complain about having to fork over $10 for the cap and the clip that holds the pump beside a water bottle cage. However, I did spend some energy bad mouthing the pump every time someone asked for recommendations hoping to earn my $10 back.
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Old 12-21-10, 06:19 AM   #11
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The clip on my Topeak seat pack broke (during my required 0 MPH clipless fall) and they sent a new clip promptly at no charge.
I had one of those clips break and they sent a new one. Then the replacement broke and they sent two new ones. I put a strap on it instead. My Road Morph G broke and they sent replacement parts. The customer service is good, but I am done buying Topeak products.
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Old 12-21-10, 09:08 AM   #12
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I've had good experience with Topeak customer service in the past, but not my most recent case. My Joe Blow pump wore out and they charged me $10 for a rebuild kit (after sending me one for free with a previous pump). When the kit arrived, they had sent me the wrong one, even though I supplied them with the serial number for my pump. I contacted them again and got no response. So I bought a new pump from someone else and won't be buying any more JB pumps.
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Old 12-21-10, 12:16 PM   #13
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I had one of those clips break and they sent a new one. Then the replacement broke and they sent two new ones. I put a strap on it instead. My Road Morph G broke and they sent replacement parts. The customer service is good, but I am done buying Topeak products.
That's the way I feel about them too, I'd rather they made a better product in the first place. Especially after they wanted to charge me for the replacement parts.
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Old 12-21-10, 01:25 PM   #14
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the cap on the road morph G probably pays for the customer service department, that's why I called them too. I was so worn down by the time I got through to a person, I didn't complain about having to fork over $10 for the cap and the clip that holds the pump beside a water bottle cage. However, I did spend some energy bad mouthing the pump every time someone asked for recommendations hoping to earn my $10 back.
The cap and all the innards fell off/out in the middle of a 600k brevet... I called and told them what happened, they had a new cap and rebuild kit in the mail the next day, no charge.
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Old 12-21-10, 11:52 PM   #15
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Here I thought I was the only one that had bad luck with the head on the road morph pump. I found the head fell out of mine while attempting to fix a flat on a solo ride ... and the wife was out of town so no call of shame opportunity ... and I was miles away from home ... and on a route where few (none actually that day) cyclists ride. Fortunately a neighbor drove by and had pity on me and gave me a ride back home.

I used the web site to create a ticket, which then gave me the phone number to call. I called and paid my $10 for replacement part/kit. It took a full three weeks to get the parts. By that time I already bought a replacement, non-Topeak, pump.
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Old 12-27-10, 06:07 PM   #16
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I called a few months ago and also a few years ago.. A few years ago I got "the shop" and someone that lived bikes, now its a call center. They got the answer to my question wrong as far as I was aware of the facts that were available to me. Which is basicly what is the difference between the Hexus and the Hexus 2?

He took a guess and said the Hexus 2 was lighter and had more tools... Nope.
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