I recently found two cracks spreading from the eylets of my DT Swiss RR1.1 rims (32 hole). The rims are the single eyelet version. I have been riding them for training for about a year after buying them used off ebay. I was aware of the problems the single eyelet versions had but, with 340 hubs and sapim spokes the price was really too good to pass up. I hesitated to call Swiss as I felt they'd laugh me off the phone, however, once I got the nerve to call I had a new hoop (double eyelet) shipped to me once they recieved the cracked one.

Now I don't work for DT Swiss. Quite the contrary. I work for an airline which fails to see the value of customer service. So, when they offered to send another rim no questions asked, I couldn't believe it! Maybe, being a product of my work/life, I've become so jaded that I found this gesture amazing.

Just wanted to put in a good word for the customer service over at DT. Thanks again!

A few years back I stripped the cassette body on a Hugi 240 rear hub. At the time I was pretty broke and really couldn't afford the $75 to buy a new one. I called DT Swiss / Hugi about the problem and I asked if there was anyway at all I could get a discount on one. I told them that I was an idiot and cross threaded the lockring. He told me that unfortunately he couldn't give me a discount. He then told me to hold on for a minute. He got back on the phone and told me that they had some wheels that had been returned for warranty and he found one with a good cassette body. He told me if I didn't mind used he would just send me that one.

I offered to pay for it and he refused, he wouldn't even let me pay shipping. To me DT Swiss / Hugi is one of the best companies out there.

Oh, another time I cracked the rear hub by casing a jump. Once again they wouldn't let me pay anything. They just told me to send the wheel back to them and they would give me a new hub and rebuild the wheel absolutely free.