Originally Posted by umpadumpy
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!