Excellent Customer Service Experience (Bike Trainer Recommendation)

fultzie · 11-21-2009, 08:26 PM

Hi folks. It's been a while since I last posted here!! But, I felt so strongly about this experience that I thought I should share.

First off, I should mention that I am not in any way related to or associated with 1-Up USA. I'm a lowly graduate student, and know nothing about the company other than the fantastic customer service experience I had, and their excellent product.

I've been using their bike trainer for about three years, and the model I had seems to be the older version (circa 2004, received used from my mom!). It rode really well with good consistency between road and trainer mileage/ pace. I used it pretty thoroughly last winter. However, toward the end of the season it seemed to be wearing out, and I had trouble with the resistance unit (it didn't hold the resistance anymore).

I emailed 1-Up USA, and explained the situation. They replied in less than 12 hours, and emailed me a pre-paid shipping label so that I could send the trainer back to them. I shipped it, they fixed it completely free of charge (they installed the new, improved resistance unit, in which the issue I had no longer seems to be a problem) and shipped it back to me in under a week. Again, completely free of charge.

I can't recommend this company or their product *enough*!! I have had so many terrible customer service experiences, and seen plenty of people write about their own, but so rarely do you receive such wonderful customer service or see it reported. SO-- I would encourage anyone looking for a new bike trainer to check these folks out. They seem to be a small company, and they truly have a great product and fantastic service. www.1upusa.com

Cheers!

Running Mommy · 11-21-2009, 10:57 PM

That is always good to hear! And thanks for posting it, I will look into them.
We are always looking for good companies like that.
There are a couple out there w/HORRIBLE warranty policies! So it's nice to hear about the goood ones.
Recently I had a good customer have an aerobar fall apart- it was Vison FSA. I called and got a voicemail, so I left one for warranty, but then read their warranty policy online. Basically they have given themselves every out in the world to get out of dealing w/a warranty item.
But every time I have dealt with profile design for warranty items I get a "no problem, we will take care of it attitude".
So which company do you think I will push in the shop?? hmmm...

Currently fighting with a certain tri bike company (who I happen to ride their bike!!) that won't cover a less than 1 yr old bike where the waterbottle bolt anchors pulled out of the carbon frame. They are claiming they have never seen something like it unless there was an impact. We happen to know the customer, there was no impact, no crash, the guy babys his bike! And we do EVERYTHING mechanical for him! (including installing race wheels!). So we are fighting on his behalf. But at this point I am not going to suggest their bikes to a customer!
Integrity. It means something.. Do the right thing. Period!

So again- thanks for the recommendation!

IFjane · 11-22-2009, 12:42 PM

+1000 for 1upUSA. DH and I each have one of their trainers and have had nothing but positive experiences with the trainers and the company. I recommended them to a friend just last week.

Branta · 11-22-2009, 02:07 PM

Good to hear about their customer service. I've had my trainer since 2003 with no problems so far. Just bought the 1-Up USA hitch bike rack to replace my old worn out one and it is definitely the best rack I have ever used.

PinkBike · 11-24-2009, 08:31 PM

+2 for 1up, we have two of their trainers!

11-21-2009, 08:26 PM	#1
fultzie superklutz Join Date: Feb 2004 Location: Ann Arbor, MI Posts: 169	Excellent Customer Service Experience (Bike Trainer Recommendation) Hi folks. It's been a while since I last posted here!! But, I felt so strongly about this experience that I thought I should share. First off, I should mention that I am not in any way related to or associated with 1-Up USA. I'm a lowly graduate student, and know nothing about the company other than the fantastic customer service experience I had, and their excellent product. I've been using their bike trainer for about three years, and the model I had seems to be the older version (circa 2004, received used from my mom!). It rode really well with good consistency between road and trainer mileage/ pace. I used it pretty thoroughly last winter. However, toward the end of the season it seemed to be wearing out, and I had trouble with the resistance unit (it didn't hold the resistance anymore). I emailed 1-Up USA, and explained the situation. They replied in less than 12 hours, and emailed me a pre-paid shipping label so that I could send the trainer back to them. I shipped it, they fixed it completely free of charge (they installed the new, improved resistance unit, in which the issue I had no longer seems to be a problem) and shipped it back to me in under a week. Again, completely free of charge. I can't recommend this company or their product enough!! I have had so many terrible customer service experiences, and seen plenty of people write about their own, but so rarely do you receive such wonderful customer service or see it reported. SO-- I would encourage anyone looking for a new bike trainer to check these folks out. They seem to be a small company, and they truly have a great product and fantastic service. www.1upusa.com Cheers!

11-22-2009, 12:42 PM	#3
IFjane Godiva's mom Join Date: Oct 2006 Location: Reporting from Moonshine Mountain Posts: 1,244	+1000 for 1upUSA. DH and I each have one of their trainers and have had nothing but positive experiences with the trainers and the company. I recommended them to a friend just last week. __________________ "When I'm on my bike I forget about things like age. I just have fun." Kathy Sessler

11-24-2009, 08:31 PM	#5
PinkBike just wanna ride Join Date: Jul 2006 Location: sunny scottsdale, az Posts: 523	+2 for 1up, we have two of their trainers! __________________ laurie

Thread Tools
Show Printable Version Email this Page
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

11-21-2009, 10:57 PM	#2
Running Mommy Registered User Join Date: Oct 2005 Posts: 2,288	That is always good to hear! And thanks for posting it, I will look into them. We are always looking for good companies like that. There are a couple out there w/HORRIBLE warranty policies! So it's nice to hear about the goood ones. Recently I had a good customer have an aerobar fall apart- it was Vison FSA. I called and got a voicemail, so I left one for warranty, but then read their warranty policy online. Basically they have given themselves every out in the world to get out of dealing w/a warranty item. But every time I have dealt with profile design for warranty items I get a "no problem, we will take care of it attitude". So which company do you think I will push in the shop?? hmmm... Currently fighting with a certain tri bike company (who I happen to ride their bike!!) that won't cover a less than 1 yr old bike where the waterbottle bolt anchors pulled out of the carbon frame. They are claiming they have never seen something like it unless there was an impact. We happen to know the customer, there was no impact, no crash, the guy babys his bike! And we do EVERYTHING mechanical for him! (including installing race wheels!). So we are fighting on his behalf. But at this point I am not going to suggest their bikes to a customer! Integrity. It means something.. Do the right thing. Period! So again- thanks for the recommendation!

11-22-2009, 02:07 PM	#4
Branta Registered User Join Date: Nov 2009 Location: Rochester, NY Posts: 1	Good to hear about their customer service. I've had my trainer since 2003 with no problems so far. Just bought the 1-Up USA hitch bike rack to replace my old worn out one and it is definitely the best rack I have ever used.