Has anyone had any contact with Tubus customer service, especially for a broken rack? I'm curious if they were fast and helpful after my recent experience with them.
I've recently contacted Tubus, as there is no Tubus dealer in here in Latvia, to find out where I could buy some small parts for one of my racks. They were EXTREMELY difficult to get in contact with, and when I did manage to get a hold of someone, very slow with answers.
First I called on Feb 20. No one spoke English in the office, so as the secretary suggested I sent an email with my questions. I sent an email the same day asking if they could recommend an internet dealer in Europe who sells small parts. (I wanted to put a rack on a frame with no eyelets and needed the Tubus adapter.)
I waited a five days with no response to my email so I called again. Still no one in the office who spoke English.
I waited a few more days and called again. Finally I spoke to someone in sales who said that as there was no dealer in Latvia I could buy the parts direct from Tubus. He asked me to send him an email with the details of what I wanted and he would send me an invoice to be paid in advance. Okay.
The invoice was never sent. After five days I wrote again to Tubus asking them to please send me an invoice, which they finally did. Looking at the invoice I was shocked to find that they wanted to charge me $16 (12 euro) to ship these small parts! I regularly order parts from Germany and know what shipping should cost. This was way expensive for such a small package.
I ended up ordering from Wayne and The Touring Store in America as it was $24 less expensive than from Tubus in Germany! I felt Wayne valued my business and would actually send me the parts in a timely manner.
After all this I'm being to question what will happen if one of my racks break while under warranty. Will Tubus be quick to replace it? Or will I get the runaround as I did when trying to find out where I could order small parts?