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  1. #1
    Senior Member Ziemas's Avatar
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    Tubus Customer Service- Any Experiences?

    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?
    Last edited by Ziemas; 03-17-07 at 07:50 AM.

  2. #2
    Senior Member Lolly Pop's Avatar
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    I got a replacement tubus (logo) rack with no questions asked from SJSC in England, from whom I bought the rack. Never dealt with Tubus directly. Given your experience and mine, if anything happens to your rack, I would suggest returning it to your vendor, not Tubus.

  3. #3
    Senior Member Ziemas's Avatar
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    Quote Originally Posted by Lolly Pop
    I got a replacement tubus (logo) rack with no questions asked from SJSC in England, from whom I bought the rack. Never dealt with Tubus directly. Given your experience and mine, if anything happens to your rack, I would suggest returning it to your vendor, not Tubus.
    I'm a bit curious how they deal with their worldwide replacement warranty.


    Whatever part of a tubus carrier should always fail, we send it by courier at each place of the earth - free!

    In addition it is only necessary to send the carrier-enclosed-warranty card in as original filled out at us after you bought the product at your dealer. Tubus carriers made of chrome-molybdenum pipe exhibit maximum values concerning their fatigue. Therefore we grant on all our chrome molybdenum carriers a world-wide valid mobile warranty to registered customers on the carrier and its individual parts during a period of 3 years. With break of the carrier or its construction units we provide for the courier dispatch of the defective parts on the same day of the notice- perhaps all the same whether you are in Nepal or in Brazil or elswhere on the way. Of course possesses each chrome molybdenum carrier a warranty of 3 years, even if you are not registered as a customer. In relation to the mobile warranty we need the defective part for investigation as well as a copy of the purchase voucher then however for the warranty completion.
    http://www.tubus.net/eng/about_us/warranty.php

  4. #4
    totally louche Bekologist's Avatar
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    Ziemas, no offense, but given your experiences with other vendors you've described in detail here in bike forums, I can only speculate as to the root of the problems.
    The "I know what shipping should cost!" protestation says a lot, Z.

    valid question though. anyone needed a tubus rack part couriered to them on tour in the Andes?
    "Evidence, anecdote and methodology all support planning for roadway bike traffic."

  5. #5
    Senior Member Ziemas's Avatar
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    Quote Originally Posted by Bekologist
    Ziemas, no offense, but given your experiences with other vendors you've described in detail here in bike forums, I can only speculate as to the root of the problems.
    The "I know what shipping should cost!" protestation says a lot, Z.

    valid question though. anyone needed a tubus rack part couriered to them on tour in the Andes?
    I don't think it's fair of you to describe me as a problem customer. I've had two problems which I wrote about on these forums.

    One was a cracked eyelet on a Kona Sutra frame that even though the local Kona dealer thought should be replaced under warentee Kona Europe didn't want to deal with. (A call to Kona in America settled it very quickly. They were surprised by the attitude of Kona Europe.) And an OnGuard/Magnum lock which froze and Magnum kept on telling me to send back to the local distributor even though there is none in Latvia. (I bought the lock from a German company and under EU law the warentee is good for all of the EU. I originally contacted the European distributor who put me in contact with Magnum's head office in Isreal.)

    What was I supposed to do in those situations, just say okay and buy new products even though the originals failed? Customer service in Europe isn't as developed as in America, but that doesn't mean I'm going to take the short end of the stick.

    It wasn't just the inflated shipping cost from Tubus which bothered me; it was the whole experience, unanswered emails, etc. After spending more than $300 on racks from Tubus I was hoping for a little better service. Premium products should come with Premium service. Tubus didn't seem very interested at all in helping me. The expensive shipping was just the final straw.

    EDIT: I don't think many Americans understand that people in Eastern Europe are looked down upon as less valuable customers by many Western European companies. I have little doubt that the problems with both my frame and lock would have been solved without problems if I had been in Western Europe or America. I say this as an American.
    Last edited by Ziemas; 03-17-07 at 10:57 AM.

  6. #6
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    I dealt direct with Tubus when my Logo rack broke. I was impressed with parts of their service, much less so with others. My emails were replied to promptly and they agreed to replace my rack without question. I was mid-trip at the time and getting a new rack would have been too much hassle so I had the old one welded and it saw me through to the end of the trip. When I contacted them again after my trip it took several weeks before they actually sent me a new rack. I told them that I would get the replacement when I was home, but I do wonder just how long I might have waited had I decided to have the new rack sent out mid-tour. There's no point in offering a replacement service wherever you are in the world if it takes weeks to get the replacement. Anyway, the problem with the replacement service in much of the world is that you'd end up having to pay import duty, so it wouldn't be a free replacement exactly.

  7. #7
    Senior Member Ziemas's Avatar
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    Quote Originally Posted by amaferanga
    Anyway, the problem with the replacement service in much of the world is that you'd end up having to pay import duty, so it wouldn't be a free replacement exactly.
    Whenever I have had an item replaced from abroad it has come marked as a commercial sample with no customs value. I have never had to pay import duties.

  8. #8
    Senior Member Ziemas's Avatar
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    UPDATE

    I just received a bill from Tubus for the parts I never ordered. I called them, up and spoke to their head of sales. It seems the person I was dealing with earlier was a trainee who is 'no longer with the company' in the words of the person I spoke with. This might explain the horrible experience I had with their customer service. The head of sales was quite nice and very helpful on the telephone today.

  9. #9
    The Site Administrator: Currently at home recovering from a couple of strokes,please contact my assistnt admins for forum issues Tom Stormcrowe's Avatar
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    Quote Originally Posted by Ziemas
    UPDATE

    I just received a bill from Tubus for the parts I never ordered. I called them, up and spoke to their head of sales. It seems the person I was dealing with earlier was a trainee who is 'no longer with the company' in the words of the person I spoke with. This might explain the horrible experience I had with their customer service. The head of sales was quite nice and very helpful on the telephone today.
    That should help you with future issues, run the problem up the food chain to their supervisor.

    I understand and sympathize with the issues you've had, Z, but don't think it's so much the fact that you are an Eastern European customer. I suspect that it's because these companies are really just starting to really get a toehold there and are having personnel issues concerning training and understanding different practices from a cultural standpoint.

    I've dealt with Russian companies and had similar problems, companies like Sovtek for tubes for amplifiers and early on, they didn't quite get the whole customer service process, but it improved rapidly and dramatically!
    on light duty due to illness; please contact my assistants for forum issues. They are Siu Blue Wind, or CbadRider or the other 3 star folk. I am currently at home recovering from a couple of strokes. I am making good progress, happily.


    . “He who fights with monsters might take care lest he thereby become a monster. And if you gaze for long into an abyss, the abyss gazes also into you.”- Fredrick Nietzsche

    "We can judge the heart of a man by his treatment of animals." - Immanuel Kant

  10. #10
    The Site Administrator: Currently at home recovering from a couple of strokes,please contact my assistnt admins for forum issues Tom Stormcrowe's Avatar
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    Dang, my spelling sucks today!
    on light duty due to illness; please contact my assistants for forum issues. They are Siu Blue Wind, or CbadRider or the other 3 star folk. I am currently at home recovering from a couple of strokes. I am making good progress, happily.


    . “He who fights with monsters might take care lest he thereby become a monster. And if you gaze for long into an abyss, the abyss gazes also into you.”- Fredrick Nietzsche

    "We can judge the heart of a man by his treatment of animals." - Immanuel Kant

  11. #11
    Senior Member Ziemas's Avatar
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    Quote Originally Posted by Tom Stormcrowe
    That should help you with future issues, run the problem up the food chain to their supervisor.

    I understand and sympathize with the issues you've had, Z, but don't think it's so much the fact that you are an Eastern European customer. I suspect that it's because these companies are really just starting to really get a toehold there and are having personnel issues concerning training and understanding different practices from a cultural standpoint.

    I've dealt with Russian companies and had similar problems, companies like Sovtek for tubes for amplifiers and early on, they didn't quite get the whole customer service process, but it improved rapidly and dramatically!
    Tubus doesn't sell racks in Latvia. The three that I have bought have been purchased online from Germany.

    There really isn't a cultural issue, it's more of a fear of fraud.

    EDIT: All the above is about dealings with Tubus in Germany.
    Last edited by Ziemas; 05-30-07 at 10:20 AM.

  12. #12
    The Site Administrator: Currently at home recovering from a couple of strokes,please contact my assistnt admins for forum issues Tom Stormcrowe's Avatar
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    Quote Originally Posted by Ziemas
    Tubus doesn't sell racks in Latvia. The three that I have bought have been purchased online from Germany.

    There really isn't a cultural issue, it's more of a fear of fraud.

    EDIT: All the above is about dealings with Tubus in Germany.
    AAAAH, A German vendor, OK, then it's likely that it's procedural then....nothing in the manual on how to deal, as well as the fear of fraud.

    Außer Betrieb, gibt es kein Verfahren für dieses. (Sorry about the terrible German!)
    on light duty due to illness; please contact my assistants for forum issues. They are Siu Blue Wind, or CbadRider or the other 3 star folk. I am currently at home recovering from a couple of strokes. I am making good progress, happily.


    . “He who fights with monsters might take care lest he thereby become a monster. And if you gaze for long into an abyss, the abyss gazes also into you.”- Fredrick Nietzsche

    "We can judge the heart of a man by his treatment of animals." - Immanuel Kant

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