How wonderful! And what amazing customer service! That's got to give you more peace of mind for the future. Congratulations, and happy riding!
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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
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
Wow. That is some amazing customer service!
Most days in life don't stand out, But life's about those days that will...
That is wonderful!! So happy they are doing right by you.
Electra Townie 7D
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
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
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
So please tell us -- which Thule rack do you have?
Get a bicycle. You will not regret it, if you live. -- S. Clemens
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
Untitled by Sharon Goldwasser, on Flickr
2016 Specialized Ruby Comp disc - Ruby Expert ti 155
2010 Surly Long Haul Trucker - Jett 143
Untitled by Sharon Goldwasser, on Flickr
2016 Specialized Ruby Comp disc - Ruby Expert ti 155
2010 Surly Long Haul Trucker - Jett 143
Gorgeous bike!!
Electra Townie 7D
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
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