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Got to big up their customer service.
Had a Tesla freehub go bang a few weeks back. Finally got it back to them just 2 days before the end of the 2 year warranty. They emailed me today to say they were replacing it with a Tesla Evo no questions asked.
I know it was (just) still in warranty, and there were known issues with the Tesla freehub being a bit made of cheese, but after the moans often seen here about their service it was refreshing to get it sorted no fuss, no arguments.
Actually, apart from this one have never had any issues with the stuff I've had from them (3 wheelsets and various chain devices, narrow/wide, grips, tubeless kit, brake pads, etc.).
Fair play!
Whatever next on this forum? Balance, reason and a distinct lack of old grudges based on internet hearsay? It'll never catch on...... 😉
It seems if you follow 'procedure' with them they can offer good customer service.
It does look like if they send you the wrong item, or you have an issue that you want to be sorted outside of their rules you are screwed though - Just look on their facebook page for the issues that they turn into a saga.
Personally, not had to send anything back so nothing to moan about, but I will only buy stuff that wont really go wrong anyway, no wheels, etc.
I did see they are going to be making a knock-off of the HT pedal (that's right, a UK company knocking off a far east product!) in-house now which is interesting, my original nanos have lasted ages so if they are as good its a thumbs up there.
The bike world would be a little worse without superstar in spite of what some say, just don't expect too much and you will be fine!
Liking the Superstar love - just bought 4 pairs of kevlar brake pads off them.
What, no "fit it with a rock" stories? 😉
I still remember the rock & octopus & burning shed thread, entertaining if nothing else!
You're playing with fire here mate, don't post positive stories about good service, take cover, they're coming to get you......
Just for balance? To balance the last thread about SSC which was, for the most part, very positive? Or did I miss another one...
My Tesla freehub went bang a few weeks back. Emailed them (they don't do phone). They said send wheel back, if it's a dud we'll replace and cover postage. Sent it to them. They then emailed to say it would be 2 weeks before they could look at it. Heard nothing, out of the blue wheel with new hub appears. Still trying to get postage sorted as cost me best part of £30. Overall a good result - in the end, but if I compare the quality of the product and the quality of the customer service with a business like Hope, it doesn't compare. Personally going forward I'll pay more for a better product with better customer service..