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Last weekend I rode the Ard Rock. Drove up Friday from London, 7hrs of being stuck in traffic or travelling at a max speed of 60mph. We arrived. Left the bike on the rack on the back of the van overnight.
Saturday got up and mooched around for a bit. Went to go for a little spin, got the bike off the back and the gears didn’t work, swapped the batteries between the dropper and the derailleur and still nothing. Headed down the the SRAM tent where the guy first suggested the battery was dead. When I informed him I’d swapped them over and the dropper is still working he said to leave it with them and come back in an hour.
1.5 hours later I arrived back and it was a lot busier, the guy I spoke to looked over the throng of people and caught my eye and said “Are you the guy with the Cannondale? We’ve gotta talk”. Gulp!!!
He got the manager and came over to me. They told me that the derailleur was stuck searching for a firmware update but would not accept the update so it was knackered. He asked when I’d brought it? “December 2019, this is the first problem I’ve ever had with it” I replied. In my mind I’m thinking it’s well out of warranty now. The manager then informed me they had scanned it and it was made in August that year, they didn’t have any XO1 derailleurs left so they had put a brand new AXS GX on it and to run that for the race. Then when I get home, take the GX off and send it back to SRAM and they will send out a brand new XO1 as a warranty exchange. “We’re so glad you’re here as we need to see problems like this”. “You’re glad I’m here? Not as much as I am you guys are here, you’ve just saved my weekend!!”.
In all of my 30+ years of mountain biking this is the best customer service I’ve ever had from this industry.
Sorry for the rambling post.
Good to hear. So often people just complain about the bad stuff.👏
Aye, that is very good news.
I’ve never had any problems with any of my AXS kit, but it’s good to know they recognise the scale of the investment people make in this stuff.
I had similar good experience with the sram Uk service centre when my axs seat post just stopped working overnight whilst being in the house.
Mine was 14 months old and although it took ages, it was replaced free of charge.
Their warranty is two years so you were ok anyway. Still, good support though. 😁
I had some SRAM brake niggles at a previous Ard Rock that I hadn’t been able to sort because nowhere had a bleeding edge tool
SRAM guys sorted the problem and gave me a bleeding edge adapter so I could sort it myself next time; was impressed with that.
First ARd Rock I had issues with a Shimano brake and the Shimano guys weren’t overly interested- just said I had to buy a new caliper
Nice to hear they show this appreciation.... I've axs gx amd would worry about things like this!
In a similar tale, i went over to the guys at the rimpact tent and was gushing at them at his great their product was!
I popped a tyre about a third of the way down stage 3, and was basically running on the rimpact and tyre rubber... it felt squishy (as you'd expect) but not once did i have a ' rim bang' even when charging full pelt d down the trail....
I could feel a bit of squirm in the corners, but otherwise it saved my bacon... only lost a few seconds I reckon...
Fantastic!
DrP