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View Full Version : Follow up to "oh no!" - Thank you Thule!!!


azfiddle
03-17-2016, 07:07 PM
So, it didn't occur to me until yesterday to contact Thule about the unfortunate demise of my new Ruby bicycle.

They immediately put me in touch with their claims specialist and less than 24 hours later I have been informed they will reimburse me for the new bike AND send me a new rack. OMG- I couldn't believe it.

So now I'm their happiest customer ever.

What a happy ending. Picking up the new bike tomorrow.
ZoneFive
03-18-2016, 03:50 AM
How wonderful! And what amazing customer service! That's got to give you more peace of mind for the future. Congratulations, and happy riding!
Blueberry
03-18-2016, 04:40 AM
Wow. That is some amazing customer service!
Pax
03-18-2016, 05:27 AM
That is wonderful!! So happy they are doing right by you.
OakLeaf
03-18-2016, 01:20 PM
Wow. That's incredible! Next time I need a rack I know what brand I'm going to look at first.
emily_in_nc
03-18-2016, 03:44 PM
Amazingly awesome! Did they agree that the fault was with the rack? Or are they just incredibly nice? :D

SO happy for you!
netskyblue
03-18-2016, 05:49 PM
Wow. That's incredible! Next time I need a rack I know what brand I'm going to look at first.

I'm sure that's what they were counting on (and I'm not saying that in a cynical way!) When someone has a really outstanding (or terribly bad) customer service encounter, they tell people. One bike reimbursed is cheap advertising for them. "The whole internet" has been told how great they are!
ZoneFive
03-18-2016, 06:33 PM
So please tell us -- which Thule rack do you have?
azfiddle
03-19-2016, 05:53 AM
We have the Thule Helium rack. It has worked fine for us for more than 5 years.

We assumed it was "operator error" - that my husband just didn't check to be sure the rack was locked in the vertical position. So I did not call Thule thinking they would pay for anything- just to find out what the problem might be or how to avoid it happening again. So I was quite amazed.
azfiddle
03-19-2016, 06:07 AM
https://farm2.staticflickr.com/1625/25810897851_a1a63886ee_z.jpg (https://flic.kr/p/FjPAGc)Untitled (https://flic.kr/p/FjPAGc) by Sharon Goldwasser (https://www.flickr.com/photos/133571926@N02/), on Flickr
azfiddle
03-19-2016, 06:08 AM
https://farm2.staticflickr.com/1633/25879957916_a664478aff_z.jpg (https://flic.kr/p/FqVxQY)Untitled (https://flic.kr/p/FqVxQY) by Sharon Goldwasser (https://www.flickr.com/photos/133571926@N02/), on Flickr
Pax
03-19-2016, 09:22 AM
Gorgeous bike!!
azfiddle
03-19-2016, 12:20 PM
Thanks Pax. I love this color - the stress to get it was not fun, but now that I have it, it's a keeper.
Catrin
03-19-2016, 03:08 PM
So, it didn't occur to me until yesterday to contact Thule about the unfortunate demise of my new Ruby bicycle.

They immediately put me in touch with their claims specialist and less than 24 hours later I have been informed they will reimburse me for the new bike AND send me a new rack. OMG- I couldn't believe it.

So now I'm their happiest customer ever.

What a happy ending. Picking up the new bike tomorrow.

Whoooohooooooo! That makes perfect sense, so glad you thought to check with Thule. Great customer service and glad to know you love the new color!
Helene2013
03-19-2016, 03:53 PM
That is indeed excellent news. I would not have thought of calling them either. Lots of stress but in the end, it is turning out great.
ny biker
03-19-2016, 07:42 PM
That's fantastic!! And yes I will share this story with anyone who is thinking about buying a bike rack for their car!
VeganBikeChick
03-19-2016, 07:49 PM
What a beautiful replacement!! Serious bike lust here ��
OakLeaf
03-20-2016, 04:40 AM
That's a beautiful color. Many happy miles!
emily_in_nc
03-20-2016, 11:13 AM
That is a gorgeous bike. I have serious bike envy! SO glad it all worked out for you!
Sammie
03-31-2016, 07:02 AM
Did you have some sort of insurance on it? From Thule's website:

Disclaimer of Liability: Repair or replacement of a defective product or the issuance of a refund or credit (as determined by Thule) is a purchaser’s exclusive remedy under this warranty. Damage to a purchaser’s property or other person is excluded.

Wonder if it's based upon the customer rep's discretion or if what's on the website is used to deter people from abusing their policy?
azfiddle
03-31-2016, 10:09 AM
Sammie, it might be discretion. There is no way to know if the rack failed or it was human error in not latching it propertly. I didn't expect them to offer me anything, so I was speechless when the claims representative informed me about the settlement.

The new and improved Helium Aero 2 rack arrived Saturday and is installed. We are still waiting on the check.