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We're quick to shout out when we feel let down by warranty and customer service so I thought it was worth a bit of praise when the opposite is true.
I managed to break the seatpost retaining strap on an old Ortlieb saddle bag a couple of weeks ago. The bag is well out of warranty but still in otherwise excellent condition so I was looking to buy a replacement part. I couldn't find one for sale anywhere, so emailed Ortlieb. They asked me to contact the importers - Lyon Equipment - and I explained my predicament to them.
A replacement strap appeared in the post this morning - no charge. It's that sort of thing that makes you appreciate why some stuff is worth paying a small premium.
Aye, Lyon are great - very quick and helpful. And they let me buy climbing kit on the side 😉
I have a pair of Ortlieb panniers. Really impressed with the quality. One of those products that once you buy them you understand why they are so popular.