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Brooks customer service stinks

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Brooks customer service stinks

Old 06-24-12, 06:22 PM
  #1  
SoreFeet
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Brooks customer service stinks

On the Brooks website there is a form for customer support. I have sent two forms. I am on my third form. I don't think it is too much to ask for a leather saddle not to sag so much in it's first one to three years. I don't ride over 1,000 miles a year. I don't do hardcore touring. I don't ride in the in the rain.

The tension bolt has been adjusted...but it squeaks, it bobs up and down with my weight. It doesn't hold steady. The saddle appears like a normally broken in seat but once you sit on it then it becomes a butt hatchet.

I could use loctight to keep it fixed...but the problem is the bolt simply doesn't tension the hide. The hide is basically supple with or without tension. The side of the saddle is loose and not tight.

If Brooks doesn't answer e-mail forms I hope they will help me out after I make a long distance phone call. Sheldon Browns 30+ year old Brooks professional saddle is still tensioned and firm enough to ride...But this new seat...well I should have just bought a cheapo knock off if I knew it was going to be this bad.
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Old 06-24-12, 06:37 PM
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What did you do to it?
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Old 06-24-12, 06:41 PM
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it bobs up and down with my weight.
I don't know why you "bob up and down"? Spinning away, your body should remain fairly stable. The bobing would certianly stretch the leather, particularly if you add some persperation to the mix.

It's a shame Brooks hasn't responded, how long has it been?
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Old 06-24-12, 08:43 PM
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I have had good response from Brooks, so that is unfortunate.
What saddle model do you have?
How did you break it in and how often have you treated it with Proofide or other saddle treatments?
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Old 06-25-12, 04:02 AM
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A saddle is a collection of parts, so movement and creaking is normal, a dip will form in the saddle when your weight is on it as it shapes to you.
For the creaking you could get a small artist's brush and melt some Proofide in the tin to get it into those unreachable places.
You know how glitchy the internet can be, maybe the form isn't working, or allow some time for a response.
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Old 06-25-12, 04:38 AM
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I don't think Brooks will do anything for you. They are up front enough to let people post reviews of their products, positive or otherwise on their site, and when a negative one shows up they respond.

However a few people have written complaints about sagging leather on barely used saddles and Brooks' response was that they cannot account for variations in the suppleness/stiffness of leather since every bit of leather is a bit different. I assume they did not get an exchange or refund.

If you are having a problem with the frame itself though, Brooks should cover it.
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Old 06-25-12, 04:47 AM
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Suppose, hypothetically, Brooks were the worst company on planet earth, the one thing you couldn't blame them for is how the skin grew on a cow.
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Old 06-25-12, 04:56 AM
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Originally Posted by Mr S Middlemore View Post
Suppose, hypothetically, Brooks were the worst company on planet earth, the one thing you couldn't blame them for is how the skin grew on a cow.
Yes but the difference between Brooks and Wrights was always that Brooks used the best parts of the leather, and Wrights just used whatever. So they've kind of built their reputation as the top brand by always using the best material. So people do have expectations founded in that reputation.

It would be silly to blame them for how a cow grows its skin, but what they want to do to uphold their reputation is their business. For the rare few bum pieces that get out the door, their reputation for the best sags.
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Old 06-25-12, 04:59 AM
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If you over tighten the tension bolt on a Brooks saddle it will form a ridge down the center making it into an "@SS Hatchet".
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Old 06-25-12, 05:17 AM
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Originally Posted by Michael Angelo View Post
If you over tighten the tension bolt on a Brooks saddle it will form a ridge down the center making it into an "@SS Hatchet".
That is good information to know. I usually don't mess with the tension too much so I'll be cautious in the future when I do make tension adjustments.
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Old 06-25-12, 05:27 AM
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One shouldn't have to even touch the tension nut on a Brooks for ages. Maybe years. Unless the quality of them now is so low they stretch prematurely. I've got two Brooks that are 40 years old and the tension adjuster has never been touched.

Maybe if the OP should return it and try the new, natural Swedish leather rock they offer.

That said, it sounds like an inferior piece of leather to me.

edit: I've removed my comment on Brook's quality. I have no personal experience to suggest they're slipping. It does sound, from the many reports, that their leather isn't what it used to be. Not much is.

Last edited by rootboy; 06-25-12 at 06:52 AM.
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Old 06-25-12, 05:34 AM
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Actually, Brooks and Wrights were merged in 1962 and made in the same factory by the same people. Wrights were made of good quality leather until the final years when re-constituted leather was used. There were plenty of great Wrights in the past.
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Old 06-25-12, 06:20 AM
  #13  
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Originally Posted by Mr S Middlemore View Post
Actually, Brooks and Wrights were merged in 1962 and made in the same factory by the same people. Wrights were made of good quality leather until the final years when re-constituted leather was used. There were plenty of great Wrights in the past.
This Wrights has the thickest leather I've ever seen...but I'm pretty sure it's pre-merger.

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Old 06-25-12, 06:46 AM
  #14  
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Just to un-hijack this thing...

I'm no business guru but If I were selling these mass produced/hand crafted items, I'm pretty sure I wouldn't or couldn't offer up a 3 year guarantee on a piece of leather subject to both the elements and owners treatment.

Here's my spin. Yes, the older saddles were better and lasted decades but back then, they didn't have to source cows raised in massive confined feed lots and artificially fattened up with Monsanto genetically modified feed. My grandparents cows were pastured on a small mountain walking from field to field eating clover, alfalfa and haylege every day. Their hides would have made great saddles.

We reap what we sow.
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Old 06-25-12, 06:48 AM
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I had lost a Brooks bar plug and found that their customer service was absolutely top notch. A guy was in touch with me later that day and had it in the mail immediately. They refused to let me pay for it, even shipping.

Strongly disagree based on my experiences; I'd buy from Brooks with confidence.
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Old 06-25-12, 07:16 AM
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To the OP, I don't think Brooks is going to help you. Personally, I've had one new B17 do the same as yours, but I was able to find some comfort by lacing it and using it on a more upright bike.
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Old 06-25-12, 07:20 AM
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I've seen saddles ruined by people who went crazy with the Proofide. Also, if you're a really heavy rider, a B17 might not be right for you. Everything has limitations.
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Old 06-25-12, 07:24 AM
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Originally Posted by ColonelJLloyd View Post
I've seen saddles ruined by people who went crazy with the Proofide. Also, if you're a really heavy rider, a B17 might not be right for you. Everything has limitations.
+1 - people really seem to over proofide those things; I see a bunch that are done before their prime because of folks proofiding after every drizzle. I'm not light and the B-17 is by far my favorite saddle on Earth...LOVE THEM. They seem to be holding up quite well, though I also rotate bikes a lot, meaning each one gets less use. I've also seen people tension too much, too quickly, and that hurts the saddle as well.

Have you ever ridden a saddle you've liked? It might be time to move onto a different design:

http://www.bikeforums.net/showthread.php/753269-Berthoud-Saddle-junk-design

http://www.bikeforums.net/showthread...down-the-tubes

Last edited by KonAaron Snake; 06-25-12 at 07:29 AM.
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Old 06-25-12, 07:48 AM
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Originally Posted by clubman View Post
This Wrights has the thickest leather I've ever seen...but I'm pretty sure it's pre-merger.

The Olympics were good, named after their first factory The Olympic Works. You may be able to date it, if there is a number and letter stamped on the frame underside.
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Old 06-25-12, 07:58 AM
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This guy again? I think he might be in the saddle Mafia or something. He always posts threads about saddles with incendiary titles.
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Old 06-25-12, 08:40 AM
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I thought this was familiar: how many threads bashing Brooks are you going to start? Are you a troll or do you work for a Brooks competitor?

http://www.bikeforums.net/showthread...oks?highlight=

http://www.bikeforums.net/showthread...bes?highlight=

http://www.bikeforums.net/showthread...les?highlight=
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Old 06-25-12, 09:04 AM
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I don't think he's a troll judging from other threads and his comments on the prior ones - I just think that leather suspension saddles are clearly not living up to his expectations and it might be time to try a new approach. The OP seems like a decent guy, he just has a saddle issue.
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Old 06-25-12, 10:23 AM
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A better title would have been "Anyone else having trouble with Brooks customer support?" OP may be a nice guy...but he's also a major drama queen and needs to take into account a very high probability of user error if he's having so much trouble with these saddles. They're not for everybody and looks like OP needs to look into alternative saddles at this point.
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Old 06-25-12, 10:32 AM
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Especially if it's all about the same saddle. ? Maybe not. The lack of response from Brooks could be due to how the OP approached them.
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Old 06-25-12, 10:35 AM
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So which saddle is this that OP is having a problem with it? Is it a sprung one? If not bouncing sounds like a broken rail.
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