Like most people have said, when you are friendly, understanding, and not entitled to have everything, companies will try to help you be happy as much as they can. It's so much better for both parties involved. Having worked in a shop and customer service for a few moments in my life, I think that everyone should experience it in their life to get a better understanding of what it feels like haha!
Recently, I've had awesome customer/warranty service from Commencal, DVO, OneUp and WolfTooth, and I will support those companies as much as I can.
Outside of the bike world, Garmont shoes warrantied two pairs on which the soles quickly unglued themselves and the water would come in (similar models with the same soles). I called them, sent the shoes, and they sent me two pairs of the new model for the last one I had sent. That was in 2005 and even if they are pretty uncommon, I try to find Garmont shoes and boots whenever I need new ones. ( I have the same Momentum GTX winter boots since 2012, and I just bought another pair recently for when those finally die.)
On the other hand, I once sent a 2-rides-old Truvativ Hussefelt crankset to SRAM that was creaking at the pedal inserts. I paid for shipping, made a nice box to keep if looking nice and they shipped it back to me a month after, in a bag, with even creakier pedal inserts (probably from their testing)! I called them and they said that it wasn't covered by warranty, case closed. Call me stubborn, but since that day in 2009, I have made a pledge not to get anything made by SRAM and my bikes have been 100% SRAM-free since then.
Moral of the story, things can go both ways, but we are all humans who should treat others fairly and with respect in those situations. Treat me fairly and I'll be a customer for life. And most of my friends too!
Feb. 11, 2021, 5:47 p.m. - Martin
Like most people have said, when you are friendly, understanding, and not entitled to have everything, companies will try to help you be happy as much as they can. It's so much better for both parties involved. Having worked in a shop and customer service for a few moments in my life, I think that everyone should experience it in their life to get a better understanding of what it feels like haha! Recently, I've had awesome customer/warranty service from Commencal, DVO, OneUp and WolfTooth, and I will support those companies as much as I can. Outside of the bike world, Garmont shoes warrantied two pairs on which the soles quickly unglued themselves and the water would come in (similar models with the same soles). I called them, sent the shoes, and they sent me two pairs of the new model for the last one I had sent. That was in 2005 and even if they are pretty uncommon, I try to find Garmont shoes and boots whenever I need new ones. ( I have the same Momentum GTX winter boots since 2012, and I just bought another pair recently for when those finally die.) On the other hand, I once sent a 2-rides-old Truvativ Hussefelt crankset to SRAM that was creaking at the pedal inserts. I paid for shipping, made a nice box to keep if looking nice and they shipped it back to me a month after, in a bag, with even creakier pedal inserts (probably from their testing)! I called them and they said that it wasn't covered by warranty, case closed. Call me stubborn, but since that day in 2009, I have made a pledge not to get anything made by SRAM and my bikes have been 100% SRAM-free since then. Moral of the story, things can go both ways, but we are all humans who should treat others fairly and with respect in those situations. Treat me fairly and I'll be a customer for life. And most of my friends too!