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Examples of great customer service; Trek Fuel before/after cleaning and tune.

Tuesday, August 6, 2013 by  
Filed under Daily Blog

August
6
2013

I want to give some well-deserved kudos to K-Edge and Garmin for their outstanding customer service! Yesterday I recounted a wreck at Santos that left my K-edge Garmin mount crumpled, and my Garmin Edge 500 Premium Red Edition with sheered off mounting tabs, rendering it pretty much useless.

Sunday night I sent an email to K-edge telling them about my wreck and what happened to my Garmin mount. Yesterday afternoon I was surprised to receive a personal phone call from Tim at K-Edge. Tim spent 20 minutes on the phone with me, and was super personable and cool. How many companies do that? Not many. Tim and I were able to resolve the problem to our mutual satisfaction, and I’ve got a new mount on the way. You may recall that the K-edge Garmin mount earned a spot on my Favorite Things list back in May. It’s good to know that K-edge’s support is as good as their products (I also am an owner and huge fan of of their GoPro “Go Big” Pro handlebar mount).

I decided that I needed to call Garmin about the Edge 500. I figured I was going to be out some money, as my Edge was not only 2 months out of warranty, it was obviously damaged due to my wreck. When I called Garmin I told them that while on a ride over the weekend the mounting tabs sheered off. I did not volunteer that I wrecked, but I was not going to lie if asked how it happened. The representative asked me for my Edge 500’s serial number, and noted that my Garmin was indeed 2 months out of warranty; however, the rep quickly added that he’d be happy to replace the unit at no charge anyway! Garmin even offered to ship a new Edge 500 to me right away–an offer I happily accepted. To get the advance replacement out, Garmin only needed to charge a small security deposit, which will be fully refunded when they receive the old unit back. My new Garmin has already shipped, and will be here on Thursday.

It’s sad to say that these days great customer service is the exception and not the rule. I wanted to pass the above information along because companies like K-Edge and Garmin are doing it right, and deserve your business.

I thought I’d close with a little mountain bike news. My Trek Fuel EX 8 got super dirty this weekend, and was about due for a complete detailed cleaning, lube and tune anyway.

Actually–if I may digress for just a moment–I was just on the subject of great customer service, and now I’m talking about one of my Trek bikes, so it seems germane to quickly touch on my Madone road bike’s bottom bracket issues. I’m happy to report that Trek has continued to work very closely with me, and that we have reached a final resolution. I will dedicate an entire blog to this subject very soon, so stay tuned. For now I can only say that Trek has gone above and beyond, and that I am very happy.

Getting back to my Fuel, here are some before and after pictures, along with a list of the maintenance tasks I performed (my home bike repair shop article can be found here). Click any photo to enlarge.

Things got a little dirty at Santos on Sunday...

Things got a little dirty at Santos on Sunday…

With Black Bear Rampage just around the corner, I decided it was time for a complete cleaning and tune-up...

With Black Bear Rampage just around the corner, I decided it was time for a complete cleaning and tune-up…

 

Here she is after a complete cleaning, lube and tune. Here’s what I did: Stan’s sealant top-off, new shock seal kit, lubed shocks, new brake pads/adjustment, new shifter cables and housings, new chain, front & rear derailleurs adjusted and lubed, resurfaced and cleaned rotors, trued rotors, trued wheels and checked all bolts for proper torque.

After full clean, lube and tune.

After full clean, lube and tune.

She's running great!

She’s running great!


John Stone Fitness Comments

5 Responses to “Examples of great customer service; Trek Fuel before/after cleaning and tune.”
  1. “…2 months out of warranty, it was obviously damaged due to my wreck. When I called Garmin I told them that while on a ride over the weekend the mounting tabs sheered off. I did not volunteer that I wrecked…”

    I used to race motocross. When I once again blew the back fender off the bike in a race, I didn’t call Yamaha and expect customer service to replace it. I have worked hard for everything I have, and the ever increasing culture of entitlement in this world bothers me.

    Equipment failure from poor design or factory defects are one thing. Expecting customer service to replace something damaged from a wreck, past warranty, doesn’t sit well with me, and I can say my opinion of you has just dropped a point or two.

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    • I get where you’re coming from, but I think you’re being a little harsh. I didn’t expect Garmin to replace it for free, I was calling to find out what my options were. I fully expected to pay their usual $90 charge for a refurb swap, and that would have been fair. I certainly didn’t feel entitled to a free replacement, and I don’t think I said anything (above, or on the phone) that indicated that I did.

      I think the reason Garmin did not ask me what happened (and, as I said above, I would have been honest about it if asked) is because the tabs on the Edge have had widespread reports of premature failure. It’s a shame that an otherwise perfectly functioning unit can’t be used because of the design of the plastic tabs: there’s no way for the end-user to simply replace the back. Garmin can easily swap the back of the Edge at very little cost, and that’s why they are probably happy to just take care of the issue, regardless of how it happened.

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