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.
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03-17-2016, 08:07 PM #1
Registered User
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- Sep 2009
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- Tucson, AZ
- Posts
- 1,973
Follow up to "oh no!" - Thank you Thule!!!
2016 Specialized Ruby Comp disc - Ruby Expert ti 155
2010 Surly Long Haul Trucker - Jett 143
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03-18-2016, 04:50 AM #2
confused & eager noob
- Join Date
- Aug 2012
- Location
- SE Michigan
- Posts
- 62
How wonderful! And what amazing customer service! That's got to give you more peace of mind for the future. Congratulations, and happy riding!
Get a bicycle. You will not regret it, if you live. -- S. Clemens
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03-18-2016, 05:40 AM #3
In through the out door..
- Join Date
- Aug 2005
- Posts
- 4,516
Wow. That is some amazing customer service!
Most days in life don't stand out, But life's about those days that will...
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03-18-2016, 06:27 AM #4
Registered User
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- Jul 2005
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- Illinois
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- 3,853
That is wonderful!! So happy they are doing right by you.
Electra Townie 7D
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03-18-2016, 02:20 PM #5
In-app purchases
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- Sep 2007
- Location
- Uncanny Valley
- Posts
- 14,498
Wow. That's incredible! Next time I need a rack I know what brand I'm going to look at first.
Speed comes from what you put behind you. - Judi Ketteler
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03-18-2016, 04:44 PM #6
is no longer in NC!
- Join Date
- Jul 2003
- Location
- Traveling Nomad
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- 6,763
Amazingly awesome! Did they agree that the fault was with the rack? Or are they just incredibly nice?
SO happy for you!Emily
2011 Jamis Dakar XC "Toto" - Selle Italia Ldy Gel Flow
2007 Trek Pilot 5.0 WSD "Gloria" - Selle Italia Diva Gel Flow
2004 Bike Friday Petite Pocket Crusoe - Selle Italia Diva Gel Flow
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03-18-2016, 06:49 PM #7
Registered User
- Join Date
- Jun 2015
- Posts
- 21
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!
Originally Posted by OakLeaf
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03-18-2016, 07:33 PM #8
confused & eager noob
- Join Date
- Aug 2012
- Location
- SE Michigan
- Posts
- 62
So please tell us -- which Thule rack do you have?
Get a bicycle. You will not regret it, if you live. -- S. Clemens
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03-19-2016, 04:08 PM #9
What's over that hill?
- Join Date
- Nov 2009
- Posts
- 10,889
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! Originally Posted by azfiddle
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03-19-2016, 04:53 PM #10
Registered User
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- Sep 2013
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- Montreal, QC
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- 764
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.
Helene
Riding a 2014 Specialized Amira LS4 Expert - aka The Zebra!
2015 Specialized Crux e5 - aka Bora Bora bike
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03-19-2016, 08:42 PM #11
thickly settled
- Join Date
- May 2008
- Location
- northern Virginia
- Posts
- 5,897
That's fantastic!! And yes I will share this story with anyone who is thinking about buying a bike rack for their car!
- Gray 2010 carbon WSD road bike, Rivet Independence saddle
- Red hardtail 26" aluminum mountain bike, Bontrager Evoke WSD saddle
- Royal blue 2018 aluminum gravel bike, Rivet Pearl saddle
Gone but not forgotten:
- Silver 2003 aluminum road bike
- Two awesome worn out Juliana saddles
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03-19-2016, 08:49 PM #12
Don't Look Back
- Join Date
- Apr 2011
- Location
- Seattle
- Posts
- 491
What a beautiful replacement!! Serious bike lust here ��
2014 Surly Straggler
2012 Salsa Casseroll - STOLEN
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03-20-2016, 05:40 AM #13
In-app purchases
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- Sep 2007
- Location
- Uncanny Valley
- Posts
- 14,498
That's a beautiful color. Many happy miles!
Speed comes from what you put behind you. - Judi Ketteler
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03-20-2016, 12:13 PM #14
is no longer in NC!
- Join Date
- Jul 2003
- Location
- Traveling Nomad
- Posts
- 6,763
That is a gorgeous bike. I have serious bike envy! SO glad it all worked out for you!
Emily
2011 Jamis Dakar XC "Toto" - Selle Italia Ldy Gel Flow
2007 Trek Pilot 5.0 WSD "Gloria" - Selle Italia Diva Gel Flow
2004 Bike Friday Petite Pocket Crusoe - Selle Italia Diva Gel Flow
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03-31-2016, 08:02 AM #15
Registered User
- Join Date
- Mar 2016
- Posts
- 10
Did you have some sort of insurance on it? From Thule's website:
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?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.
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