Follow up to "oh no!" - Thank you Thule!!!

[Pax]

That is wonderful!! So happy they are doing right by you.

[OakLeaf]

Wow. That's incredible! Next time I need a rack I know what brand I'm going to look at first.

[emily_in_nc]

Amazingly awesome! Did they agree that the fault was with the rack? Or are they just incredibly nice?

SO happy for you!

[netskyblue]

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]

So please tell us -- which Thule rack do you have?

[azfiddle]

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]

Untitled by Sharon Goldwasser, on Flickr

[azfiddle]

Untitled by Sharon Goldwasser, on Flickr

[Pax]

Gorgeous bike!!

[azfiddle]

Thanks Pax. I love this color - the stress to get it was not fun, but now that I have it, it's a keeper.