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Easton's Customer Service

Road Cycling “It is by riding a bicycle that you learn the contours of a country best, since you have to sweat up the hills and coast down them. Thus you remember them as they actually are, while in a motor car only a high hill impresses you, and you have no such accurate remembrance of country you have driven through as you gain by riding a bicycle.” -- Ernest Hemingway

Easton's Customer Service

Old 04-08-09, 09:48 AM
  #1  
NickDavid
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Easton's Customer Service

... get's an A+

Last week, I broke my aero clip-on (AeroForce MOD) during a time trial. I hit a pothole and the plastic piece, shown in the picture, broke.

I called Easton and informed them of what and how it happened. This morning, I was informed that Easton will be sending me out a new piece, free of cost. I provided no pictures, no receipt or evidence. Just my story of what happened.

I was very surprised that it was this easy to replace. Easton has found themselves a loyal customer now.
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Old 04-08-09, 09:57 AM
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celticfrost
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Kind of nice to hear some good feedback regarding customer service.

It sucks when things break or don't work as advertised, but good customer service can kind of make up for that.

As long as we're at it, kudos to:

Look -- gave me a free pair of Keo cleats when I forwarded an image from a thread here on BF regarding a broken Keo cleat.

Lemond/Trek -- due to my own stupidity (unlocked rear skewer), I broke a frame at the junction of where a carbon seatstay intersects a Ti chainstay during a sprint. Lemond/Trek issued me a new frame (an upgrade over the busted one) at no charge and I wasn't even the original owner. LBS (Beverly Hills Bikeshop http://bhbikeshop.com/ was a big help too).
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Old 04-08-09, 10:19 AM
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roadrasher
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I has a very similar experience with Easton, i stupidly over tightened the saddle clamp on an EC90 seat post and broke the lower cradle. I sent an e-mail explaining my stupidity,4 days later i had a new one in my hands.

no charges no lectures...

Oh yeah, 2 days later i bought a new torque wrench.

'Rasher
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Old 04-08-09, 10:49 AM
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Psyclismo
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I've had nothing but good experiences with Easton. First, the binding bolt in the EC90 post that came with my BMC promachine stripped out. They had me send in the post and replaced it with a E90 Zero for free.

Last month, I purchased a set of EC90 SLX carbon tubies off of Bonktown. Easton installed a DA10 freehub body on these wheels by default, and since I'm running SRAM Red, it wouldn't work. So a quick phone call to Easton had a replacement hub in the mail, for free.. I just had to mail them the DA10 body within X number of days after receipt of the replacement.

PLUS, if you call them, a native english speaker answers the phone. I HATE trying to explain issues to someone that only understands the very basics of the english language.
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Old 04-08-09, 10:59 AM
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This used to be the norm for American companies.
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Old 04-08-09, 11:09 AM
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that is nice to hear that easton has gotten their act together. i had an issue last year that was taken care of in a prompt fashion but a friend had some issues with other products from them. glad they have better service. thats good news in this day and age.

also, i agree with you busta. next time you speak with a customer service that sounds like they are from south asia, ask them what the weather is like in bangalore. they will be shocked.
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Old 04-08-09, 11:17 AM
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fauxto nick
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Yup I've had good interactions with them too. My next bike will be all easton (wheels, stem, bars).
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Old 04-08-09, 02:33 PM
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DScott
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Easton customer service is great, for sure! They swapped a Shimano freehub for a Campy one on a new set of ebay wheels while I waited. Terrific guys!
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Old 04-08-09, 02:34 PM
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What I'm stoked on is they're down the street 15-20 min from my work so I can actually follow their rules and have them true my rims. They said I could come buy and pick up replacement stickers for my rims too.
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Old 04-08-09, 02:38 PM
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Did you get the carbon ones, Nick? I can't remember...

I picked up a pair of EA90 Aeros a couple of months ago. Love 'em!
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Old 04-08-09, 02:41 PM
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Me too. The bolts in my stem were all rusty (sweating too much), and they sent replacements out right away.
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Old 04-08-09, 02:44 PM
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+1 on Easton customer service. Broke an Eastern Orion II rim in a pothole after almost a year of use and it was replaced with no questions asked.
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Old 04-08-09, 02:45 PM
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Originally Posted by DScott View Post
Did you get the carbon ones, Nick? I can't remember...

I picked up a pair of EA90 Aeros a couple of months ago. Love 'em!
No I got the EA70s I didn't have the money for the EC90 Aeros (my team price was like 1150 or something!). I really love my EA70's and am going to try and find a deal on some EC90 Aeros in late 09' or early 10' if I can. I see them on ebay NIB for like $1200-1500, one place has them for a grand but does no return under any circumstances, I'm not down with that lol.
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Old 04-08-09, 03:26 PM
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Wow that's great for Easton bikes but i cant say the same for there hockey company. It took me months just to get a email back on $580 skates and all I wanted was some information. I ended up geting them but thats because they make some of the best products out there.
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