Quote Originally Posted by OakLeaf
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!