Originally Posted by
phughes
They have absolutely exceptional customer service, something some of their competitors do not have.
Yep. When I was looking for replacement racks after someone stole my custom Robert Beckman racks and the bike they were attached to I found their Nitto Big racks on line. Had some questions and shot them an email. The responded promptly. One of my questions was about weight. They weighed both racks for me and let me know.
While he doesn't make his own stuff, Wayne (and Co.) at thetouringstore.com is the same way. When I was having some trouble getting the Ortlieb panniers I bought from him to play nice with my new racks I emailed him. he suggested that I sent him some photos and then call him, which I did. We talked for some 20 min. and he gave me some helpful advice. Then when I had a warranty issue with one of the panniers he sent me a replacement before I sent the defective one back because I was going to be starting a tour in a week.