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  1. #1
    Junior Member
    Join Date
    Sep 2010
    Location
    Chatham, Kent, England
    My Bikes
    Ron Cooper Road Bike, Merida/Carerra Mountain Bike
    Posts
    5
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    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

  2. #2
    Senior Member Brian Sharpe's Avatar
    Join Date
    Sep 2010
    Location
    'burbs of Ottawa ON Canada
    My Bikes
    Marin Larkspur / Giant Defy Alliance 1
    Posts
    173
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    It's nice to know that excellence in customer service has not gone the way of the dodo bird!
    B#

    The plural of anecdote is not data.

    http://i31.photobucket.com/albums/c3...harpe/def1.jpg

  3. #3
    Senior Member JonnyHK's Avatar
    Join Date
    Sep 2008
    Location
    Hong Kong
    My Bikes
    Baum Romano, Colossi xCr, Lynskey Crosstown
    Posts
    1,970
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    The new parts (and then the new frame) cost them next to nothing.

    The good will is priceless.

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