[Closed] Companies with top notch customer service

More the importers representing them, SRAM Aus, top guys heaps of help and support, same with Lusty the SC importer.

Oakley
Exposure
Garmin
Endura
Santa Cruz/Jungle

Topeak! Lost my multi tool case a few weeks after buying it. Sent them an email, asking if I could buy a replacement. They sent one out next day FOC.

Fantastic customer service!

Also rate CRC/wiggle customer service

Hope's an obvious one even though I haven't had much of their stuff that's actually failed, just 2 axles & a battery charger (in 27 years).
Pace were actually pretty good with some forks that the coating had come off.

Sorry but I don't seem to break things.

Hope, Oakley, Trek and Exposure are all spotty dog from personal experience.

This thread needs a serial breaker. Anyone know the whereabouts of Midlands trail quest graham

Second Chainreaction & Wiggle also Endura. Not bike but had a no quibble warranty pair of Salomon Speedcross after the first pair the stitching started to fail.

D&d cycles and production privee.

Last year i got a phone call out of the blue from Andora. It was pp themselves. A green shan had been found stolen, i apparently have the only one in Scotland and d&d had passed on my details.

It wasnt mine but d&d had set up a production privee group on fb and i had seen a canadian post about hers getting stolen when she visited scotland. I passed her details onto d&d and she was reunited with her bike.

Simply amazing, customer service, community and one of the reasons I would completely recommend both to anyone looking for an amazing hardcore steel bike.

also Endura

I once emailed them with an product suggestion, a set of braces to work with their "click fast" system, they declined the idea but sent me a set of click fast fasteners for me to try the idea out with.

Stif have warranties a couple of things fo4 me that were out of warranty / nothing to do with them without me asking them to.

Osprey sent me a spare clip that I trapped in the car door when I asked to buy one.

Winstanleys fixed my bike twice with no agro at all.

Lightwave - my 3 yr old tent had a tiny leak and a tear. they got it repaired for free despite being out of warranty

Bird - Always very helpful with any issues, sold me a crank very cheap after I twisted mine.
Paul's Cycles - helped me out with a few issues. One was a bike I got mail order, found it a touch too big but I'd scratched the seat post, they said to just post the bike back but keep the seat post and front wheel (to prevent damage in transit). They then posted me the next size down.

CRC have been great at sorting issues very quickly. As have Hope.

Not had any warranty issues but general pre-purchase help was brilliant with Mac-Ride.

Prendas.

Petzl for me. Let Someone borrow my your house and they broke part of it. Rang Petzl to ask where to buy the part and they sent it out for free.

Roofbox.co.uk: had a pair of Atera bars fail. They replaced them by next day delivery with whatever I wanted that would fit the car. Some wing bars appeared in my hallway without them requiring the ateras back first.

Bought a replacement four bike adapter for my Strada. I forgot to order a lock set. They supplied two foc and also made sure they were the same lock number as my strada based on their records from years ago.

I had a Nest smoke alarm die on me within warranty. They couriered a replacement to me for the next morning along with a return label to send the old one back, after just a phone call. I was amazed.

Boardman were very attentive when I had an issue with my new bike, even s follow up call later.

I've had great service from Bird and Four4th lights who went above and beyond.

Online. I had a shock that stopped holding pressure (TFT say it's a compatibility issue between that shock and my bike). They asked if I was reasonably competent at fettling if so they'd send a fix and detailed instructions. The fix turned out to be an upgraded shock.

Garmin.
Tf tuned.

Good to see winstanleys get a mention, they've often gone the extra mile for me.

Trek, Hope, Oakley as above.

Hayes as well, in the States, their UK importer / agent (at that time) couldn't have been less helpful...

Oakley, Silverfish, J-Tech, Hope, Sealskinz and Exposure have all been great ime.

The best was Leatherman. I snapped a small screwdriver on mine when using it to pry pads apart in -10 temperature. It was 15 years old. I sent it back asking if they could repair it and they sent me a brand new Wave worth £100!

Exposure. I bought a go pro adaptor mount from another retailer that was such a poor fit I was concerned it was a fake. Contacted Expoaure and they sent me a replacement free of charge.

Hunt were ace for me when I bought some gravel discs from them before dirty Reiver a couple of years ago. Delays in their shipment meant the new ones wouldn't arrive in time, so they sent me an ex demo set and adapters I needed so I could have them for DR.
Great guys to deal with in my experience.

I won't use them any more due to their tax dodging plus I use independent now but I found amazon customer service to be incredible.

Oakley, kitchen sink rucksack started coming apart and after a few photos new rucksack arrived within days.
Marin/ATB Sales after I ovalised the headstock of my 3 year old Attack Trail they sent out a then current Wolf Ridge within 7 days (country had ground to a halt with 1 inch of snow at the time, well the SE bit had).
Exposure
Hope

+1 for D&D Cycles / Production Privee. I had a similar experience to @stevemuzzy, which resulted in the recovery of 2 stolen bikes.

MTB Batteries.

Hunt.

The end.

Wiggle refunded me the cost of some forks I had sourced and already bought elsewhere to resolve a warranty issue on a bike that they couldn't fix themselves.

Rose bikes sent me out a replacement integrated seatpost clamp despite me admitting I had overtightened ut deliberately to try and stop a carbon post slipping.

Charlie the Bike Monger acted as intermediary with Salsa when I was replacing a crash damaged frame that I bought in Canada, and then sent me a CtBM t-shirt for the privilege. Kept the t-shirt longer than the bike...

Roofboxes.co.uk opened some complete roof bars to strip of the beam as I changed cars and needed wider ones. Then got it to me for the next day before I headed off camping.

'The best was Leatherman. I snapped a small screwdriver on mine when using it to pry pads apart in -10 temperature. It was 15 years old. I sent it back asking if they could repair it and they sent me a brand new Wave worth £100!'

Victorinox are as good as this, but better. I managed to break a blade when hammering it into a hardwood door. I 'phoned the importers and they asked me to send it to them for repair. No charge. I explained again that I had hit it, very hard, repeatedly with a hammer. No charge.

The knife had huge sentimental value and was battered and knocked about so looked to some like a piece of tat but to me every knock and dink was important, it was a reminder. I asked Victorinox to replace the main blade, preserve the scales and just polish and sharpen the remaining blades. That is exactly what they did.

Blummin fantastic.

Part of the ME family- also great for after sales service.
https://www.burton-mccall.co.uk/about-us/

Minor spares and a couple of repairs to lights from Hope, all FOC of course. On the retail side I've had good dealings with Spa Cycles.

Customer service tends to be one of the first things to go when the bean counters get hold of a business because it doesn't contribute directly to the bottom line. What they don't realise is that it's that "backup" that is one of the attractions to customers in the first place. The "I broke it, my fault", "No worries, we'll fix it" responses related above will have generated loyalty.

A business also has to have quality products and process so that there aren't large numbers of returns to deal with in the first place. Something the <insert brand here> haters fail to realise.

Orange and Hope spring to mind for me. You can easily get to the person you need to speak to without going round the houses and all queries/enquires/issues are dealt with quickly and professionally by friendly people.

Although this might swin against the tide of many STW comments, I can only go on my experiences.

I've a few things with Hope. Varying success and response. But not as willing as I expected given what I had read.

Not issues as such, more general customer service but Cotic are always a pleasure to deal with.

Although Tredz get some negative comments on here they were excellent when a pedal failed. Even offering a loan pair for a ride I had booked (I had spare in the end).

Another positive was trigger bell. Really nice guy that runs them snd very helpful.

Jungle/Santa Cruz
Exposure
Wiggle
Bloke that did my driveway (not bike related but he was great)

I had fantastic service from Alpkit in Ambleside this week.

APF

Osprey sent me a spare clip that I trapped in the car door when I asked to buy one.

^^This , did the same thing, also good experience with Exposure, no charge to fix my MaxxD , Hope popped a new freehub in the post for me ,Sweet Protection sent me new helmet pads when I offered to buy, santa cruz/Jungle, emailed asking for new pivot bearings at the weekend, dropped through the door this morning 😀

Osprey
Turner (bikes)
Cotic

And as Normal Man said, Hope depends on who you deal with and what mood they are in.

Bird
Paramo
Alpkit
CRC

SJS Cycles have gone above and beyond the call of duty for me on more than one occasion.

Alpkit are outstanding, including the Sonder bikes side of the business.

Exposure are good.

Hope are good.

Nextday.bike aka nextdaytyres are good.

My local UK Cycles, have a good relationship with the guys down there, works well both ways. Maidstone branch.

Hope depends on who you deal with and what mood they are in.

Massively these days.
Shame really.

I'd say the similar to the above about Hope, were quite offish when I contacted them about some headset issues I had years ago, haven't bothered them since.

Giant were impressive when I bought a Giant MTB back in 99 it had hopeless cable disc brakes which were useless compared to the cheaper model in the range with V brakes. They took it back and came back with a full set of Magura Louise instead, still have one of the brakes on my wife's bike now.. Great customer service.

Oakley have been garbage in my experience

I have a backpack that's fallen to pieces. The warranty claim process has been horrifically bad. Spent ages going through various emails then referred to a website that asked for everything I've ever done in my adult life, stopping short of asking to send in a stool sample.

Then get an email back saying "sorry, we only handle warranty claims for sunglasses, we'll pass your details to the right department"

3 weeks and I've heard nothing. It'll be the last Oakley product I ever buy

Turner Bikes have been great over the years and the few times I had any issues it was often sorted out with David Turner emailing me personally .
Its service like that that keeps customer loyalty.

The lads at Stanton are first rate.

Garmin.

Nope. Nope this so much.

My Edge 1000's power button failed when it was slightly outside of warranty. This is definitely a known issue as there are a ton of people on the forums with the same issue, complaining about the case splitting despite relatively light usage.

Their answer: We don't repair anything. We can only offer you a refurb device...for nearly £200. So, £200 to fix a split rubber seal on the back section of the case? Having a larf. I tried everything to persuade them to relent, but they were having none of it and, in the end, I repaired it myself (very effectively, it must be said!) and it's been fine 12 months later.

I like their kit. They are still the best bike computers on the market, even though Wahoo have acted as a disrupter, but I'd have to think very carefully before buying another.

AA Home insurance (well, their agents) turned around and fully paid a claim for theft of three bikes under a standard home insurance garage contents policy in less than 12 hours from submission of claim form. New for old, accepted the arguments that new were more expensive than we'd paid for the old.

Hope
Exposure
Marin
John Lewis
(Experience of a friend) Trek
.
No hassle from any of them, Marin especially went above and beyond (Had three Marins as a result, it does pay)

Another vote for Roofbox.co.uk
Also snapped a pin on a set of Altera roofbars (no idea how, it came with an allen key set to the correct torque). They apologised profusely and sent a set of more expensive Thule wing bars for the same price (which have a similar pin that's 2x the diameter compared to the Altera)

Garmin have been good with a couple of issues - advance replacements done before receiving the broken watch back.

Wiggle are also very good. I tried to buy a smart trainer elsewhere over Christmas, and the other company didn't reply to phone calls, e-mails. I cancelled and bought from Wiggle - here within 2 days.

John Lewis also very good. Feel like they have a stake in the business (which they actually do).

tft tuned.

Fred Perry
My little wet room crew.

Shimano because virtually everything of theirs I’ve bought, and over the years there’s been loads, including fairly basic kit, works and keeps working. That’s great customer service as opposed to chucking out beta products

+1 for Shimano. For me, they're almost so faultless that they're easy to forget. The stuff just works and keeps working for ages. I've been mountain biking for over 20 years and every bike has had Shimano components (some more than others). I've never had the need to warranty anything. I know some people who've had issues with brakes and they've always been sorted out with no fuss. I dabbled with SRAM recently but won't again.

Edit: I've just remembered I did once have a Zee mech clutch fail. They sent me a new one immediately.

Giant have been very good to me also. Seemed to take great pride in their products (and some other companies' products which came on their bikes).

TRP Excellent - sent me spares FOC from the US. Not even warranty issues, I just sent them an email to ask where I could buy a bleed kit and some seals.