Topeak's Canadian distributors are total morons
10-27-04, 03:07 PM
#1
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Topeak's Canadian distributors are total morons
History
I bought a Topeak pump online from Nashbar. The pump was thew wrong size, due to an error on Topeak's website. The image below indicated that pump sizes refer to inside frame measurement, but in fact should be outside frame measuremets. Not only is the graphic wrong, but it makes no sense to base sizes on ouside measurements.
The US distributor was very responsive, but claim their arrangement with Topeak prohibits them from supporting buyers in Canada, even if the product was purchased in the US.
The Canadian distributor of Topeak products, Cycles Lambert, are worse that terrible. They did not answer emails, ever. Their website is down, and has been for as long as I have tried. They don't even use the company name when answering the phone. When I was finally able to talk to someone there, he (Stephan was the name) said they could not help because the purchase was made in the US. It was clear to me that the problem wasn't understood as, "A customer is unsatisfied with his purchase, how can I help?," but rather, "THere is an idiot making complaining noises at me."
Further emails to Cycles Lambert, expressing a dropping level of patience, as well as Topeak, have gone unanswered.
To any Canadians who might consider purchasing Topeak's products, I give a warning. This company's support is non-existent. I hope if enough awareness is made of this, Topeak will fire their sorry asses and get a distributor worthy of their products, which is to say excellent.
I bought a Topeak pump online from Nashbar. The pump was thew wrong size, due to an error on Topeak's website. The image below indicated that pump sizes refer to inside frame measurement, but in fact should be outside frame measuremets. Not only is the graphic wrong, but it makes no sense to base sizes on ouside measurements.
The US distributor was very responsive, but claim their arrangement with Topeak prohibits them from supporting buyers in Canada, even if the product was purchased in the US.
The Canadian distributor of Topeak products, Cycles Lambert, are worse that terrible. They did not answer emails, ever. Their website is down, and has been for as long as I have tried. They don't even use the company name when answering the phone. When I was finally able to talk to someone there, he (Stephan was the name) said they could not help because the purchase was made in the US. It was clear to me that the problem wasn't understood as, "A customer is unsatisfied with his purchase, how can I help?," but rather, "THere is an idiot making complaining noises at me."
Further emails to Cycles Lambert, expressing a dropping level of patience, as well as Topeak, have gone unanswered.
To any Canadians who might consider purchasing Topeak's products, I give a warning. This company's support is non-existent. I hope if enough awareness is made of this, Topeak will fire their sorry asses and get a distributor worthy of their products, which is to say excellent.
10-27-04, 03:12 PM
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Thanks for the heads up. I'm looking at buying a pump through MEC (not the model you've had trouble with).
Would it be worthwhile to contact the US distributor again and tell them what happened? I'm sure they don't want that kind of representation of the product here.
Would it be worthwhile to contact the US distributor again and tell them what happened? I'm sure they don't want that kind of representation of the product here.
10-27-04, 03:18 PM
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They know. They were CCed with everything I sent, and have been as helpfull as their tied hands will let them. I'm going to return the pump to Nashbar and ensure that I get free shipping and full credit for shipping costs.
10-27-04, 07:28 PM
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Sorry to hear about your troubles! 
Todson, Inc, the US distributor for Topeak, just sent me a a replacement frame clampfor no charge. They never answered either of my emails, so I was surprised to get a package from them today in the mail.
Depending on how pissed off you are, you might try to do some investigation and start placing calls up the 'food chain' of that distributor. Maybe try contacting Topeak directly? Hopefully someone at Topoeak would be interested to hear that their Canadian distributor is giving out bad customer service.
Good luck!
Todson, Inc, the US distributor for Topeak, just sent me a a replacement frame clampfor no charge. They never answered either of my emails, so I was surprised to get a package from them today in the mail.
Depending on how pissed off you are, you might try to do some investigation and start placing calls up the 'food chain' of that distributor. Maybe try contacting Topeak directly? Hopefully someone at Topoeak would be interested to hear that their Canadian distributor is giving out bad customer service.
Good luck!
