Originally Posted by
vespasianus
Actually, try to claim anything with most manufactures and see how they respond. My wife works at at a Tri shop and she always complains that one carbon big bike brand - starts with a C and ends with an O - always blames the customer or shop. They had a bike with a head tube issue and they blamed the shop for the issue. Every crack on the top tube is blamed on bike rack issues.
I have often found that MTB companies are much easier to deal with and have much more forgiving crash and accident policies. Crash your frame or do something stupid, get a new frame for ~$500. Road bike companies, SOL.
It's funny you tell that story because of the history between Cervelo and Open (same founders).
And yeah mtb brands all know what real customer service is. It's the reason why my last 3 gravel bikes have been from brands that mainly do mtb.