I managed to crack the clear plastic window that covers the index pointer on my front Rocket Shifter. Whilst I think the moving pointer under a window is a bit pointless (the old ESP 3 shifter simply had a painted pointer that lined up as you twisted) I think it was a freak bump from a branch that cracked it rather than a serious design flaw. Anyway, it still worked fine but I thought I'd try and get a replacement (it sits in a little screw in frame), so I emailed SRAM Europe and they sent me a replacement free of charge in less than a week which I thought was pretty good customer service.

Anyway the point of this post - have people generally had good or bad customer service experience with manufacturers?

Richard

When one of the canti bosses cracked off my Yatesy, Dave Yates repaired it for me for nowt, that was pretty good customer service . I have heard on this forum that Rockshox customer service is pretty poor but I've never owned any.

i have had two sets of oakley 'm' frame sunglass frames snap, the original 'm' frame and the newer 'pro m' frame. replaced in days - for nowt!

i think normally if a product breaks twice i would have stopped using them but in replacing the broken part for nothing, oakley have kept me as a customer.


cabledonut.

Actually I had good experience with Rock Shox.
While x/c racing, going down hill and thru a turn a realized there was a 6 to 8 inch diameter log sticking out of a bush a couple of feet above the ground. Slamming into it without a chance of reaching for my brakes, like that would have done any good anyway, I slammed into it blowing out the shocks and tweaking the frame. Rock Shox replaced the front end without question. So I think they have pretty good customer service.