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  1. #1
    Join Date
    Sep 2009
    Location
    Tucson, AZ
    Posts
    2,045

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

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    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.
    2016 Specialized Ruby Comp disc - Ruby Expert ti 155
    2010 Surly Long Haul Trucker - Jett 143

  2. #2
    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

  3. #3
    Join Date
    Aug 2005
    Posts
    4,556
    Wow. That is some amazing customer service!
    Most days in life don't stand out, But life's about those days that will...

  4. #4
    Join Date
    Jul 2005
    Location
    IL/FL
    Posts
    3,863
    That is wonderful!! So happy they are doing right by you.

    Electra Townie 7D

  5. #5
    Join Date
    Sep 2007
    Location
    Uncanny Valley
    Posts
    14,645
    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

  6. #6
    Join Date
    Jul 2003
    Location
    Traveling Nomad
    Posts
    6,636
    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

  7. #7
    Join Date
    Jun 2015
    Posts
    21
    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!

  8. #8
    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

  9. #9
    Join Date
    Sep 2009
    Location
    Tucson, AZ
    Posts
    2,045
    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.
    2016 Specialized Ruby Comp disc - Ruby Expert ti 155
    2010 Surly Long Haul Trucker - Jett 143

  10. #10
    Join Date
    Sep 2009
    Location
    Tucson, AZ
    Posts
    2,045
    Untitled by Sharon Goldwasser, on Flickr
    2016 Specialized Ruby Comp disc - Ruby Expert ti 155
    2010 Surly Long Haul Trucker - Jett 143

  11. #11
    Join Date
    Sep 2009
    Location
    Tucson, AZ
    Posts
    2,045
    Untitled by Sharon Goldwasser, on Flickr
    2016 Specialized Ruby Comp disc - Ruby Expert ti 155
    2010 Surly Long Haul Trucker - Jett 143

  12. #12
    Join Date
    Jul 2005
    Location
    IL/FL
    Posts
    3,863
    Gorgeous bike!!

    Electra Townie 7D

  13. #13
    Join Date
    Sep 2009
    Location
    Tucson, AZ
    Posts
    2,045
    Thanks Pax. I love this color - the stress to get it was not fun, but now that I have it, it's a keeper.
    2016 Specialized Ruby Comp disc - Ruby Expert ti 155
    2010 Surly Long Haul Trucker - Jett 143

  14. #14
    Join Date
    Nov 2009
    Location
    Indianapolis, Indiana
    Posts
    10,952
    Quote Originally Posted by azfiddle View Post
    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!

  15. #15
    Join Date
    Sep 2013
    Location
    Montreal, QC
    Posts
    773
    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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