Do you call them or create an account for the online support?

I am pretty sure I created an account online and then they gave me a number to call.

I've called them, and got great service twice and bad service the last time.

I called and was told I couldn't get warranty replacement without an itemized receipt, which my LBS doesn't generally issue. After I got back to my LBS to get a receipt, I went the online route. The fact that my receipt was dated for the day before I submitted a claim even though my initial e-mail said I'd bought the product a few months earlier didn't seem to phase them.

I had a problem with my Topeak Road Morph G - I used it maybe once or twice, and the next time I went to use it the head piece had fallen apart rendering it useless. I contacted Topeak and was told I had to buy a replacement head. I complained - it was the principle of the matter as the replacement was only ~$7 - and they sent me a new one for free.

Sounds like I did not complain loud enough, they made me pay about $10 plus shipping for a new head on a Joe Blow Pro floor pump. They are now way behind other cycling companies in cutomer service, as far as I am concerned.

The clip on my Topeak seat pack broke (during my required 0 MPH clipless fall) and they sent a new clip promptly at no charge.

Well, I created the online ticket, which in turn generated an email to me to call them. Ugh. Had I known they would have insisted that I call, then I wouldn't have bothered with creating the online account/ticket in the first place.

Last year my bicycle was stolen. It had a Topeak handlebar bag mounting bracket, but not the bag. I called Topeak and they promptly sent me a replacement bracket at no charge. BTW I got my stolen bike back three months later, but the bracket had been removed.

the cap on the road morph G probably pays for the customer service department, that's why I called them too. I was so worn down by the time I got through to a person, I didn't complain about having to fork over $10 for the cap and the clip that holds the pump beside a water bottle cage. However, I did spend some energy bad mouthing the pump every time someone asked for recommendations hoping to earn my $10 back.

I had one of those clips break and they sent a new one. Then the replacement broke and they sent two new ones. I put a strap on it instead. My Road Morph G broke and they sent replacement parts. The customer service is good, but I am done buying Topeak products.

I've had good experience with Topeak customer service in the past, but not my most recent case. My Joe Blow pump wore out and they charged me $10 for a rebuild kit (after sending me one for free with a previous pump). When the kit arrived, they had sent me the wrong one, even though I supplied them with the serial number for my pump. I contacted them again and got no response. So I bought a new pump from someone else and won't be buying any more JB pumps.

That's the way I feel about them too, I'd rather they made a better product in the first place. Especially after they wanted to charge me for the replacement parts.

The cap and all the innards fell off/out in the middle of a 600k brevet... I called and told them what happened, they had a new cap and rebuild kit in the mail the next day, no charge.

Here I thought I was the only one that had bad luck with the head on the road morph pump. I found the head fell out of mine while attempting to fix a flat on a solo ride ... and the wife was out of town so no call of shame opportunity ... and I was miles away from home ... and on a route where few (none actually that day) cyclists ride. Fortunately a neighbor drove by and had pity on me and gave me a ride back home.

I used the web site to create a ticket, which then gave me the phone number to call. I called and paid my $10 for replacement part/kit. It took a full three weeks to get the parts. By that time I already bought a replacement, non-Topeak, pump.

I called a few months ago and also a few years ago.. A few years ago I got "the shop" and someone that lived bikes, now its a call center. They got the answer to my question wrong as far as I was aware of the facts that were available to me. Which is basicly what is the difference between the Hexus and the Hexus 2?

He took a guess and said the Hexus 2 was lighter and had more tools... Nope.