modernjess

Complaining is easy. The net is filled with angry people venting their frustrations about how they were screwed by this company or that company and how we should never buy anything from them. On the other hand, not enough people take the time to give credit to those companies that have provided them with great customer service and have stood behind their products.

Over the last year or so these are the companies (in the bike industry) that have done right by me. In every case I presented these companies with a problem, something I had broken, or worn out, or was slightly not right. Most of these items were well used and not new or under strict warranty. I also offered to pay for the repair or replacement. In every case they treated me respectfully, acted promptly, and either repaired or replaced the items free of charge or at very minimal cost, all with no hassle whatsoever.

- Pearl Izumi - Replaced the main zipper on a 6 year old jacket, for free.
- Topeak - I broke the mount on my (3 yr old) Road morph pump. They sent me a free replacement.
- Smith Optics - had a temple screw fall out of my Sliders, replaced them with a new pair, for free.
- Oakley - 3 year old M frames developed a hairline crack, sent me a free replacement.
- Giro Helmets - The pads were wearing wearing out my Pneumo helmet. Sent free replacements.
- Patagonia - Replaced the main zipper on a 3 year old winter jacket, with a spec of my choice, for free.
- Planet Bike - Have all replacement parts available on-line, at very low cost, and free shipping.

Looking at the list it might seem like I've had a lot of problems, but the truth is I ride a lot and own and buy a ton of bike gear, most of which I've never had any problems with other than just plain wearing it out through use.

I also realize that these companies sell comparatively somewhat expensive stuff, but their products are generally very well made and they've provided great customer service to boot. I do believe in buying the best tools you can afford and using the hell out of them, because you get what you pay for.

I will continue to buy products from these companies based on my experience, and I would urge you try them as well. If you've had similar great experiences with bike industry companies, please share them.

pedalMonger

I am really impressed with Abus. I bought an Abus U-lock from a US dealer, and I also bought a Tubus rack that is designed to carry the Abus locks. There was one caveat tho, neither came with a special shackle clamp required to join the two.

https://www.abus.de/us/main.asp?Scree...=4003318273483

I emailed Abus asking where I could purchase the shackle clamp in the US, since I was having difficulty finding one. They sent it to me free, and didn't even charge for postage!

halcpa

+1 in Giro - I called today for replacement pads for my E2.

No questions asked - sent out replacements.

Same with my Blackburn air pump. Sent me a new hose and fittings.

m00n

Thanks. I appreciate seeing stuff like this. I have a sister who is very good about sending letters to companies who have gone above and beyond. I know a lot of people who only send letters/emails when there's a problem.

caloso

Voler: great products, great service.
Probikekit: good prices, suprisingly fast shipping from the UK.
Harris Cyclery: amazing source for obscure stuff (and it helps pay for Sheldon's bandwidth).
Veltec Sports: I called them about the velcro straps on my Sidi Genius road shoes. There was nothing wrong with them, the velcro was just wearing out after years of constant use. They sent me new ones, without charge. I'll always get Sidis now.

CliftonGK1

I haven't had to replace anything that I considered to have worn out too quickly, or broken without my putting it under extreme duress. I would like to thank the following companies for making stuff that has lasted the abuse I've put it through.

Blackburn: 15 year old Expedition rack on my commuter. Still going strong

Salsa: One heck of a long extension, high rise stem. 17 years and no complaints.

Shimano: I've replaced the usual wear-out parts of my Deore DX drivetrain over 17 years (BB, chain, rings, cassette) but the derailleurs and cranks are still going strong. Same with my M545 pedals which I've had for 15 years. They've outlasted 4 pairs of shoes.

Ringle: I know that they don't make the Mojo cable hanger any more, but I've still got a purple anodized "peace sign" mojo hanger on my front brake. However long ago they quit making it, I've had it longer than that.

Quality items last a long time. I'd be riding a much newer, lighter bike if I didn't buy something as rock-solid as my Stumpjumper way back 17 years ago; but since it isn't falling apart, I can't justify buying a new bike.