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-   -   MAVIC Customer service (http://www.bikeforums.net/manufacturer-retailer-survey-consumer-feedback/927197-mavic-customer-service.html)

Gwarfan 12-23-13 11:52 AM

MAVIC Customer service
 
Happy Holidays to everyone!

I wanted to post up on how horrible my experience with Mavic has been. I have a rear Cosmic wheel that cracked on the rim and I was forced to go to a local bicycle shop to send the wheel back. In every step of the way so far I have been talked over and given false information from their North America repair and sales department. The wheel set was purchase 7/2/12

I handed over the wheel to the bike shop on December 1 and they advised me that Mavic was going to make me pay for the shipping, and that every Mavic warranty that they have ever sent back had incurred a shipping bill to the customer. After a call to Mavic they decided to pay for the shipping since it was a warranty issue. The bike shop then confirmed later that the wheel was shipped out the same day. Mavic tells me that they did not check the wheel into the shop until 12/18. This means that the wheel sat around their facility for over a week after ground shipping.

At the start of the process Mavic stated that the shop turn around time is currently 1 week. When I spoke with them today they advised that the wheel would be done around the 6th or even maybe the 13th of January. Even with their 1 week shut down for the Holidays this is far from what was stated to me. Apart of what they do not tell the customer is that your wheel will not be unboxed or checked in for longer than the estimated repair time.

Above and beyond all of these problems is the way in which I have been talked to and talked over. When a customer is going over the details in a very calm and polite way which he or she has noted and discussed with them, you don't simply continue to speak over them. To me this is unacceptable and Mavic will never see another penny from myself.

rpenmanparker 12-23-13 12:48 PM

Long standing bad reputation for service issues. Reminds me of the time we had some goods to clear through "detax" at CDG airport in Paris. The agent proceeded to finish reading the newspaper before attending to us.

eja_ bottecchia 12-23-13 12:50 PM

Ah, the wonderful French.

indyfabz 12-23-13 01:17 PM

Mavic has customer service? Seriously, I won't buy another Mavic product after the numerous problems I had with my SL Premiums. They had a design flaw in the nipples which caused one to crack. Rim had to be replaced. The rear wheel hub troubles less than one year from purchase. Then the rim cracked. When I sent that back for replacement, they suggested that I replace the hub, too. I tired to contact them directly but could not. Adieu, Mavic. In case you are reading this, I love my new tubeless wheel set from A DIFFERENT MANUFACTURER

Gwarfan 12-23-13 03:09 PM

Sad to hear
 
I as well have chosen another manufacturer, and these Mavic's will go onto an old back up bike.



Quote:

Originally Posted by indyfabz (Post 16353846)
Mavic has customer service? Seriously, I won't buy another Mavic product after the numerous problems I had with my SL Premiums. They had a design flaw in the nipples which caused one to crack. Rim had to be replaced. The rear wheel hub troubles less than one year from purchase. Then the rim cracked. When I sent that back for replacement, they suggested that I replace the hub, too. I tired to contact them directly but could not. Adieu, Mavic. In case you are reading this, I love my new tubeless wheel set from A DIFFERENT MANUFACTURER


halfspeed 12-23-13 09:38 PM

Maybe this will cheer you up:


I remember when they were Death Piggy.

MikeyBoyAz 12-23-13 11:05 PM

+1 to the not positive mavic experience.

StanSeven 12-23-13 11:15 PM

It's a shame about Mavic's customer service and the way quality deteriorated so much over the years. They used to be one of the best.

Gwarfan 01-05-14 04:11 PM

Love it!

Maviczack 01-09-14 10:41 AM

HI Gwarfan, I dig your user name BTW.
This is Zack from Mavic. I tried to send you a private message, but I don't yet have enough posts here on this forum to qualify for that function.

Mavic does everything possible to provide good service, but you're correct - we have room for improvement. In the past, present, and future -- always room for improvement.

If you can give me more details about your wheel, what shop is assisting with your service, where are you located, then I can work with our MSC tech department to find details of your work order. Obviously there is a link in the chain that's not working. either at the shop level, or our level, or with the shipping service. So let's get some info and investigate.

Regarding Mavic USA service in general, we are in a transition process and about to deploy new tactics for expediting warranty service and tracking. over the next few months, we'll see more and better communication, better tracking, faster turn-around, and more customer friendly approach. There have been MANY changes internally at every level and this is one aspect that will be rocking for 2014!

Thanks to all ... happy riding ... and if you ever have a specific question please don't hesitate to send me a PM
-zack

MikeyBoyAz 01-21-14 05:12 PM

Quote:

Originally Posted by Maviczack (Post 16396376)
HI Gwarfan, I dig your user name BTW.
This is Zack from Mavic. I tried to send you a private message, but I don't yet have enough posts here on this forum to qualify for that function.

Mavic does everything possible to provide good service, but you're correct - we have room for improvement. In the past, present, and future -- always room for improvement.

If you can give me more details about your wheel, what shop is assisting with your service, where are you located, then I can work with our MSC tech department to find details of your work order. Obviously there is a link in the chain that's not working. either at the shop level, or our level, or with the shipping service. So let's get some info and investigate.

Regarding Mavic USA service in general, we are in a transition process and about to deploy new tactics for expediting warranty service and tracking. over the next few months, we'll see more and better communication, better tracking, faster turn-around, and more customer friendly approach. There have been MANY changes internally at every level and this is one aspect that will be rocking for 2014!

Thanks to all ... happy riding ... and if you ever have a specific question please don't hesitate to send me a PM
-zack

While you're at it, I want a new hoop for my cosmic carbone SLR wheelset (willing to purchase)

Maviczack 01-22-14 10:34 AM

Hi MikeyBoyAz - Mavic does sell CC SLR rims for replacement, if you need one. In fact, if you're referring to the CC SLR with Exalith 2012-2013 wheels, those rims just arrived in stock a month ago. Contact your nearby Mavic dealer and they can place the order for you, or manage the re-build as well. There's a dealer locator on our website ... if you're in Mesa, I would suggest the FASTER wind tunnel and bike shop. They work well with us.
best regards - zack

Siu Blue Wind 01-23-14 01:19 AM

Thanks for coming on here to help with the issue, Maviczack!

terrdaly 02-03-16 10:21 PM

Quote:

Originally Posted by Maviczack (Post 16396376)
HI Gwarfan, I dig your user name BTW.
This is Zack from Mavic. I tried to send you a private message, but I don't yet have enough posts here on this forum to qualify for that function.

Mavic does everything possible to provide good service, but you're correct - we have room for improvement. In the past, present, and future -- always room for improvement.

If you can give me more details about your wheel, what shop is assisting with your service, where are you located, then I can work with our MSC tech department to find details of your work order. Obviously there is a link in the chain that's not working. either at the shop level, or our level, or with the shipping service. So let's get some info and investigate.

Regarding Mavic USA service in general, we are in a transition process and about to deploy new tactics for expediting warranty service and tracking. over the next few months, we'll see more and better communication, better tracking, faster turn-around, and more customer friendly approach. There have been MANY changes internally at every level and this is one aspect that will be rocking for 2014!

Thanks to all ... happy riding ... and if you ever have a specific question please don't hesitate to send me a PM
-zack

Hi Zack, If you are still on this forum, can you let me know. I have had 2 Mavic Ksyrium Equipe wheels that have cracked. thanks

Laurido92 06-21-16 09:38 AM

Hi Zack,

I hope you are still with Mavic. I'm writing because I have a set of Ksyrium SL SSR wheels and the decals are scratched/faded and need replacing. I've look in the Mavic website but the only decals listed are for the Cosmic wheels. My wheels are 2001-2002 models. Where can I go to purchase them? Any information will be greatly appreciated.


Thanks


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