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Customer Service: Excellent!!

Old 06-06-11, 04:39 PM
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afilado
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Customer Service: Excellent!!

It's time again to recognize some of the cycling GOOD guys who manufacture and supply the products I use. Today, a couple more.

Giro Helmets - I needed replacement webbing and pads for a Giro Pneumo helmet that is several years old. The old parts have given good service and a reasonable life span. When I contacted Giro via email, their customer service was prompt, cordial and enthusiastic.

A young woman of certain identity asked the right questions to assure a full understanding of my need then supplied directly and WiTHOUT CHARGE all the items to make my helmet near new again.

Brava. My next helmet will be another Giro.

Feedback Sports - I had the guts of a top-of-the-line bench mounted workstand. I wanted to convert to a floor stand, requiring the purchase of the folding tripod base and some hardware. I left a telephone message after hours asking for a return call. The next morning I received a call from the West Coast Inside Sales Manager.

After an interesting chat about bikes, family, travel, etc. he identified my need and sold it to me for "dealer price" since the parts weren't available locally. For FREE he gave me new padded tote bag and an adjustable handlebar flop stop - together worth probably $50.

A few days later he called to make sure everything arrived in good shape and operated well for me.

Outstanding product and service.

My only association with them is as a grateful, satisfied customer

J
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Old 06-06-11, 04:50 PM
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I never had an issue but I love my Giro helmet.
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Old 06-06-11, 09:13 PM
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Giro and Bell (owns Giro) will supply pads, many times free, even though they know your helmets are outdated and should be replaced.

Since I had a similar experience with Giro as Julian did, I've bought a new Giro (Livestrong) helmet. I have one about to be "retired" and will go Giro.
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Old 06-06-11, 10:27 PM
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helmet

One of the questions I was asked by the customer service rep was date of manufacture for my helmet. Apparently they're screening for age. Could be they say no in some cases.

My helmet is 4 years old and still looks near new inside and out. I see no deterioration.

J
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Old 06-06-11, 10:34 PM
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Easton wheels. Warranty issue right out of the box.

A phone call put me through to a helpful tech guy, who shipped new bearings, axle and freehub ASAP. He also included, free of charge, a complete set of bearing presses to do the repair and overhaul most Easton wheels, including MTB.
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Old 06-06-11, 10:41 PM
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Which email did you use to contact Giro?
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Old 06-06-11, 10:56 PM
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^ +1

I'd love to get new pads/webbing for my Pneumo; the old ones are getting a little grotty!

DD
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Old 06-06-11, 11:25 PM
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Giro contact

...just the Customer Service link on their website.

J
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Old 06-06-11, 11:55 PM
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Their customer service link just offers a phone number for me and an email for international issues.
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Old 06-07-11, 05:55 AM
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Phil Wood Co! A few years ago, I sent them a BB from 1974 for them to service. The tech told me that it needed to be replaced, which they did at less than 50% of the usual selling price. They also didn't get upset when the first credit card I gave them didn't work!

Neal
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Old 06-07-11, 11:07 AM
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Well heck, everybody's international these days.

Or, give them a call.

Or try this: feedback@giro.com

J

Originally Posted by DRietz View Post
Their customer service link just offers a phone number for me and an email for international issues.

Last edited by afilado; 06-07-11 at 11:11 AM.
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Old 06-07-11, 11:20 AM
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I received a free Park Tool pump from someone that told me they couldn't get it to stop leaking. The pump looked to be 'new'. I took it apart and serviced it, but it still leaked.

I called Park and they sent me a new base for it free of charge. Very good costumer service. The tech on the phone was courteous and professional.
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Old 06-07-11, 11:23 AM
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Louis Garneau - I lost a part of the retention system to my helmet, called, spoke with a friendly and polite human being and they mailed the part out to me next day and refused to be reimbursed shipping.\

Velomine - Went out of their way to warranty my Campy crank.

Campagnolo USA - they weren't as responsive as I'd like at first, but in the end they did the right thing.

Bells Bikes - they aren't always perfect, typical of high volume, but they admit their errors and man up on them.

REI - the only chain store I shop at and leave happy. Great employees, great return policy...happy customer.
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Old 06-07-11, 11:29 AM
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Rivendell - I needed a $6 washer. Their cheapest UPS option is $8. I emailed and asked if they could just send it USPS First Class. The shipping dude responded quickly that postage would be $2 and they'd send it out that day. That's a pretty small gesture that we'd expect most companies to make, but lots of them won't.
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Old 06-07-11, 11:31 AM
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SKS sent me a set of fender stays for free. I broke a couple of the plastic ends on my commuter, called them to inquire about buying parts and the guy on the phone just sent me a complete set of stays.
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