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I've worked in customer-facing roles in the bike industry for a decent number of years. It never ceases to amaze me how many people e-mail me back after getting an e-mail response just to say something along the lines of "Wow, thank you for promptly responding to my e-mail". I mean, are expectations that low?
I can't comment on Leatt as I've never dealt directly with the brand. All my personal dealings with them have been through their Canadian distributor NRG. In all my experiences over a number of years the customer service I've received from NRG has been prompt and excellent.
In writing for NSMB I have a different \(much lower\) expectation since I'm not a customer who has shelled out money for a product and needs support from the brand I've supported. It still never ceases to amaze me, however, how frequently people and companies do not deliver on their commitments.
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