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Old 01-28-16, 07:48 AM   #1
avidone1
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Race face customer service is the worst

Some time ago I bought a set of Race Face affect pedals. They are pinned platform pedals that work pretty well. I bought them over other similar pedals because they advertise that they have a 'hidden grease port" and that grease can be added while the pedal is on the bike. I wrote their CS dept asking for instructions on how to do this simple procedure. I got an immediate response. An automated reply saying how busy they are but they will get to my inquiry ASAP. That was on December 29. On January 21 I wrote a second request for the same information. This time I got no response at all. I know my request may seem ridiculous to some of you with experience or just being handy. Alas, I am neither of those things. Hence the request.
I gotta tell you, I'm really pissed. I hate being ignored by companies I do business with. Fortunately most companies respect their customers enough to respond to their inquiries. Apparently Race Face does not subscribe to that business model. I may not be handy with tools, but I do spend a lot of money on after market bike stuff. It may be a drop in the bucket to them, but Race Face will never see another dime of it.
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Old 01-28-16, 07:51 AM   #2
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Get one or two of these.

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Old 01-28-16, 07:51 AM   #3
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What did the shop you bought them from say?
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Old 01-28-16, 07:52 AM   #4
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Some time ago I bought a set of Race Face affect pedals. They are pinned platform pedals that work pretty well. I bought them over other similar pedals because they advertise that they have a 'hidden grease port" and that grease can be added while the pedal is on the bike. I wrote their CS dept asking for instructions on how to do this simple procedure. I got an immediate response. An automated reply saying how busy they are but they will get to my inquiry ASAP. That was on December 29. On January 21 I wrote a second request for the same information. This time I got no response at all. I know my request may seem ridiculous to some of you with experience or just being handy. Alas, I am neither of those things. Hence the request.
I gotta tell you, I'm really pissed. I hate being ignored by companies I do business with. Fortunately most companies respect their customers enough to respond to their inquiries. Apparently Race Face does not subscribe to that business model. I may not be handy with tools, but I do spend a lot of money on after market bike stuff. It may be a drop in the bucket to them, but Race Face will never see another dime of it.
Dont you just use a greasegun and squirt like Suntour GreaseGuard?

Its a new company. The old one was awesome. Havent tried any of their new stuff but I'm still rocking a set of RaceFace Turbine LPs.

Signed up for a newsletter in 98 ish. Never got spammed, got "happy birthday" every year until one year. I read up on them. Bankrupt

I love Old Race Face
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Old 01-28-16, 08:06 AM   #5
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Some time ago I bought a set of Race Face affect pedals. They are pinned platform pedals that work pretty well. I bought them over other similar pedals because they advertise that they have a 'hidden grease port" and that grease can be added while the pedal is on the bike. I wrote their CS dept asking for instructions on how to do this simple procedure. I got an immediate response. An automated reply saying how busy they are but they will get to my inquiry ASAP. That was on December 29. On January 21 I wrote a second request for the same information. This time I got no response at all. I know my request may seem ridiculous to some of you with experience or just being handy. Alas, I am neither of those things. Hence the request.
I gotta tell you, I'm really pissed. I hate being ignored by companies I do business with. Fortunately most companies respect their customers enough to respond to their inquiries. Apparently Race Face does not subscribe to that business model. I may not be handy with tools, but I do spend a lot of money on after market bike stuff. It may be a drop in the bucket to them, but Race Face will never see another dime of it.
Well, that's doubleplus unfun, for sure, but far from "the worst". You probably don't even need to grease the pedals, yet! Stress over ISIS, or Bernie's tax plan, or something that matters. Hidden pedal greasing ports may never rise to anything approaching "the worst"!
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Old 01-28-16, 08:06 AM   #6
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I think y'all are missing the point of this post. It's not about the PRODUCT.....It's about the customer service. They ignored two requests from a customer.
Is that OK with you?
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Old 01-28-16, 08:10 AM   #7
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Well, that's doubleplus unfun, for sure, but far from "the worst". You probably don't even need to grease the pedals, yet! Stress over ISIS, or Bernie's tax plan, or something that matters. Hidden pedal greasing ports may never rise to anything approaching "the worst"!
Thanks Kev. but alas I fail to see how ignoring two cs requests can be anything other than the "worst" customer service. I mean what's worse than no response?
Also I never stress over statements made by politicians. They all lie. No matter what they say, as a middle class American taxpayer, I KNOW i'm going to get screwed. Nothing to stress over.
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Old 01-28-16, 08:12 AM   #8
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I think y'all are missing the point of this post. It's not about the PRODUCT.....It's about the customer service. They ignored two requests from a customer.
Is that OK with you?
Did you buy the part directly from them or through a retailer? "There is a crack in the wall of my bedroom, but the people at the gypsum mine won't give me any information on repairs!"
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Old 01-28-16, 08:16 AM   #9
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Should have bought them Here.

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Old 01-28-16, 08:21 AM   #10
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Did you buy the part directly from them or through a retailer? "There is a crack in the wall of my bedroom, but the people at the gypsum mine won't give me any information on repairs!"
Seriously? That's a pretty dumb comparison. I didn't write to the company who mined the ore that went into the pedals.
Not that it matters but I bought the pedals from them via Amazon.
I don't get it.....Am I the only person who gets ticked off when my customer service requests are ignored?
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Old 01-28-16, 08:25 AM   #11
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Thanks Kev. but alas I fail to see how ignoring two cs requests can be anything other than the "worst" customer service. I mean what's worse than no response?
Also I never stress over statements made by politicians. They all lie. No matter what they say, as a middle class American taxpayer, I KNOW i'm going to get screwed. Nothing to stress over.
I suppose, these days, that most companies should be able to respond to emails without much delay, but some still don't seem to do it, reliably.

Hope this helps: Review: Race Face Atlas Pedals | Singletracks Mountain Bike News

Nice pedals, BTW. I'd buy a set, but I hear their customer service is the worst!
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Old 01-28-16, 08:33 AM   #12
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Seriously? That's a pretty dumb comparison. I didn't write to the company who mined the ore that went into the pedals.
Not that it matters but I bought the pedals from them via Amazon.
I don't get it.....Am I the only person who gets ticked off when my customer service requests are ignored?
I apologize - I assumed you bought them from a third party retailer who was not RaceFace themselves... this changes my opinion greatly as, YES, if they are selling them directly to the customer then they should be providing after sales service. Live and learn... I don't buy RaceFace stuff because I dropped serious coin on a crank and bottom bracket in the mid nineties, installed them with a torque wrench to their published spec, and they started creaking and loosening off immediately. Nice fancy looking components, but never worked nearly as well as mid level Shimano, IMHO. Removing your pedals for service would have caused you much less grief than what you have gone though with these so called 'superior' pedals.
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Old 01-28-16, 08:34 AM   #13
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I suppose, these days, that most companies should be able to respond to emails without much delay, but some still don't seem to do it, reliably.

Hope this helps: Review: Race Face Atlas Pedals | Singletracks Mountain Bike News

Nice pedals, BTW. I'd buy a set, but I hear their customer service is the worst!
LOL....I didn't buy these pedals...I bought the affect pedals which are a different design.
Like I said the pedals are working fine. The only drawback is that the angle cut on the pins makes them wicked sharp....I have cut my shin more than once at stop light etc.
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Old 01-28-16, 08:38 AM   #14
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Maybe its now owned by a government entity? Give them another 30 working days
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Old 01-28-16, 08:40 AM   #15
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the angle cut on the pins makes them wicked sharp....I have cut my shin more than once
There used to be a pair of pedals on the market called 'Meat Grinders'. Have you ever seen videos of Redbull and Mountain Dew fuelled 'xxxtreeem' MTBers doing jumps and spins and flips? Did you ever notice they are wearing shin guards?
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Old 01-28-16, 08:45 AM   #16
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Did you try their online manuals or service info?
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Old 01-28-16, 08:55 AM   #17
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https://www.youtube.com/watch?v=dHC8f0uAm84

You are right there is no excuse for poor customer service.
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Old 01-28-16, 09:04 AM   #18
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Thanks Kev. but alas I fail to see how ignoring two cs requests can be anything other than the "worst" customer service. I mean what's worse than no response?
Not the best but far from the worst. Poor customer service would be if you actually had a problem that they were unable to resolve. Their website clearly indicates that requests for info will be directed to the local Race Face dealer.

One of the problems of buying from a low cost retail channel like Amazon is you tend to get a lower level of support. There should be plenty of info available through google on how to inject grease into a grease port.
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Old 01-28-16, 09:05 AM   #19
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I actually found a review at pink bike where they describe the very simple procedure for greasing the bearing on the bike. I didn't expect this to be a big deal. I figured I would email the company,. get a response and that would be the end of it.
While perusing the reviews I did come accross a complaint in most of the reviews that is relevant to me. The width of pedals is 100mm, about average, but the design puts the platform almost flush with the crank arm thereby reducing the effective width of the pedal....I did not pay much attention to this criticism because my size 8 foot is usually not too big for anything. but I have been getting some pain on the outside of my foot, especially after a long ride. the VP vice pedal which was my other "finalist" has a wider platform. I hate to think that these $100 + pedals aren't right for me, but I'm too old to let any pain go un-addressed. ................Nobody knows da trouble I seen.......
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Old 01-28-16, 09:08 AM   #20
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It looks like the grease port is located after removing the 2.5mm hex. You need to find the proper nozzle to squeeze in there and fit the fitting. Squeeze grease and watch with perverted satisfaction as dirty grease comes out the other end
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Old 01-28-16, 09:29 AM   #21
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And you add a coupla ounces of unnecessary weight (excess grease) to your bike.

Bad customer service? Try calling Wells Fargo Advisors (securities), Hewlett-Packard (printers), or Garmin. And pack your lunch.
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Old 01-28-16, 10:10 AM   #22
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It looks like the grease port is located after removing the 2.5mm hex. You need to find the proper nozzle to squeeze in there and fit the fitting. Squeeze grease and watch with perverted satisfaction as dirty grease comes out the other end
LOL Yes, that's how it's done I learned from Pink bike. I guess one of those syringe type grease applicators would do the trick. However I'm seriously considering switching to the VP pedal. Wanna buy some "almost new" race face affect pedals in blue? I promise to wash off the bloody skin bits from the pins and will include the customer service address at no additional charge.
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Old 01-28-16, 10:52 AM   #23
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Typically manufacturers sell to Distribution Companies , who in turn sell to bike shops , retailers.

so end users go back thru the supply chain in reverse order , not leapfrogging past them , and getting a

WTF from the manufacturer ..

did you ask nicely? at the dealer you bought from, First..
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Old 01-28-16, 11:00 AM   #24
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https://www.youtube.com/watch?v=D0Gwl2Tp9fY
Here is another. Search took all of 3 seconds.
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Old 01-28-16, 03:10 PM   #25
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Maybe its now owned by a government entity? Give them another 30 working days
To find the emails on Hillary's server, you mean?
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