Excellent Customer Service from Merida UK
 

I bought a Carerra LRS3 Mountain Bike from a family member around three years ago. He had bought it from Halfords a few years previously but it was hardly used and in first class condition. I have since used it every weekend- mostly off-road.

A few weels ago I discovered a crack in the chain stay, and was worried it would break. After some research I found out that Merida had made the frames for Halfords, so I contacted them - just wondering if they could help.

Within two days I had a replacement chainstay section (it bolts on) delivered for a very reasonable fee, and I set about fitting it. Unfortunately the final bolts would not move, and I had to cut the old chainstay off and try and drill out the final bolt. It didn't work!

I called Merida again and explained my problem. It was suggested to me that if I sent the frame and new chainstay to them, they would fit it and return it to me. I did, they tried, but it couldn't be done. Amazingly, I have just received another Merida brand frame from them as a replacement as a goodwill gesture.

I won't give their names, but I wanted to share this example of superb customer service from Merida, and extend my sincere thanks to the MD, and his team. First Class!

Jeff :thumb:

It's nice to know that excellence in customer service has not gone the way of the dodo bird!

The new parts (and then the new frame) cost them next to nothing.

The good will is priceless.