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Props to Planet Bike
I have to give a huge +1 to PlanetBike's customer service.
My bike is set up with two PBSF's and one PB Blinky7 in the back. On Friday I was riding, and hit a pothole. the blinky7 popped out of its clip, hit the road, and was crushed by a car. I e-mailed Planet Bike yesterday to tell them. Within 15 minutes I had a reply from them, asking my address because they want to send me a replacement for free. I replied with my address. Again, within 15 minutes they sent an e-mail to say that my new light has been sent. I could NOT be happier with them. This is what I e-mailed back to them: In all seriousness, I really appreciate this. It's funny, I have recommended PlanetBike to all my cycling friends, and have converted almost all of them over to using PB products (the ones that weren't already using them, that is.) We've all been really impressed with your products. After today I feel even better and even more confident in recommending PB to everyone. Truly a job well done. It's pretty rare that I can actually feel good when I send people to go buy a certain product. I meant every word of that. These guys are awesome. Not only do they make fantastic products, but to back them up like this... wow. How many companies go out of their way for a customer like that these days? |
The more good word about PB gets spread around, the more that free light will pay for itself. Good for them. :thumb:
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Yeah man, PB is the s**t.
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I really like their lights. I have the super blinky on the rear and two 5-beamers at the front. Of all of the lights in my price range the PBs were the best made and most affordable. When these die I'll buy again from PB.
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Very cool. I wish they'd just go ahead and improve the clips on all their lights. IMHO that's the only thing keeping stuff like the PBSF from being perfect.
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In all seriousness, I really appreciate this. |
PB cust serv rocks.
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Originally Posted by TromboneAl
(Post 7873310)
Did you expect them to think you were joking?
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Originally Posted by acapybara
(Post 7873274)
Very cool. I wish they'd just go ahead and improve the clips on all their lights. IMHO that's the only thing keeping stuff like the PBSF from being perfect.
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I saw this thread yesterday, when my Superflash was still alive, so I didn't take much notice of it. Then on the way home yesterday the clip broke, dumping my light onto the gravel road. When I came back in this morning, the light was still there, right in the middle of the road, smashed to pieces by a car.
Now, ordinarily I wouldn't have bothered contacting the company about warranty replacement. But I did, and sure enough, they're replacing it. Now that's standing behind your products! It wasn't their fault that a car ran over the light, but it wouldn't have been in the road if the clip hadn't broken. Needless to say, they've got another even happier customer. |
I've also had GREAT service from PB. I had a blinkie go sailing off at a rough rail crossing.... luckily only the mount broke. PB sent a new mount and a spare(WOW). I now have PB blinkies on all my families bikes.
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Ditto on their customer service!
I had a weak QuickCam mount on my Blaze light and they sent me 2 new ones. |
Originally Posted by rugerben
(Post 7873369)
Honestly, it could even have been my fault. How can I be sure that I clipped it properly. perhaps I was spaced out. I'm giving them the benefit of the doubt here, but either way they are sending a new one. It doesn't get better than that.
So, love the light, and I will actually purchase one at some point. I have to agree with the previous post about PB improving the clips. |
This is nothing. I had a nalgene bottle (with the metal cap on the base) come out of my backpack side pocket in traffic, the car behind me ran over it and it shot out off the road. I figured it was toast and I didn't want to be late so I continued on without stopping. On my way home I remembered about it and stopped... it was intact. The cap was broken but the bottle was fine. I took it home and used it without the lid around the house.
(Yes I realize that we're talking about good customer service so this is a little OT but that said we're also talking about stuff getting run over, so I had to share.) |
So what did you tell them in your initial e-mail?
"Hi PB, my light fell off yesteday and got crushed"? Did you ask for a replacement, im just trying to understand the context of your e-mail. If that had happened to me, I doubt I would have e-mailed them. OR did you do it, because the clip failed to hold the light? Were you upset at them because it had failed? Once again, im just trying to understand how you wrote your e-mail. cheers |
Macteacher-
the full text of my original e-mail: To whom it may concern, I want to start by telling you what awesome products you have. I commute daily with a bike that is set up with PB's fenders, as well as two superflashes and one Blinky 7 in the back. Your products never cease to impress and amaze me. I have people come up and tell me that with all the blinking lights they say me 200 yards off, and thought I was a motorcyce cop...and this is at night in a busy business district with lots of lights all around. A+ for Planet bike. Now I have to discuss the sad news. The demise of my Blinky 7. My Blinkie 7 has suffered a fatal accident on Friday afternoon on my way home from work. I hit a pothole, and apparently, poor blinky decided it was his last straw. He said "goodbye cruel world" and leapt out of his clip, bouncing into traffic. He blinked his last right before being run over by a red Jeep Cherokee. Poor blinkie. I was relating my sorrow and state of mourning to a friend who told me that a similar event had happened with his, and that when he contacted you, PB sent him a brand new Blinky. Is this possible? Is there really a company out there that still cares so much about the customer that it would be willing to send a new blinky? Ok, so I wrote the e-mail with a humorous flare (or at least a valiant attempt), but seriously. My blinky 7 bounced out of the clip and is now in about a billion little pieces at the corner of Whitney and Evergreen. Is it true that you guys will send a replacement? Ben Ben, The humorous story was unneeded but it sure did bring a smile to my face. Let me know where to send the light and I'll get one out to you. Mark Planet Bike |
I'm not often impressed by companies, but that's pretty awesome. I've got two of their lights (the regular Superflash and the stealth model), and recommend them both.
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I've got several Planet Bike products, all of which are great, and over the years I've had to deal with them a couple of times for customer service -- both times they were very helpful. Great folks and a great company.
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I have a PB SuperFlash and funny thing is I've wondered about it's ability to stay put in the clip...
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They are getting my buisness for fenders and lights.
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I like them as well, have quite a few of their products already. I purchased from them because of their grassroots movement. I think that is pretty cool.
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The replacement light showed up today UPS delivery.
I had contacted them at 2:30 Monday afternoon, and it showed up Thursday morning. Not bad. Not bad at all. |
Nowadays, my PBSF is affixed to the rear rack by means of a zip tie and a dedicated bracket, but once upon a time, I used a 1" O-ring to keep it from taking a leap of faith from the back of my seat pack, and this never failed me once.
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I own 3 of the superflashes myself. They are indeed one of the great bicycle products out there.
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I use PB lights because they work well for the price, and they're readily available. But I've had their headlights pop out of their clips. They never broke but they did pop apart, and it's a big hassle to go back in traffic and look for the 2 parts plus the 4 batteries--all in the dark, of course.
So kudos on their customer service, but they sure do need to redesign the mounting system. :notamused: |
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