Here is my interesting story of amazing competence: some years ago, I sent a brand-new defective frameset back to Kestrel as well. A brand new frame with a major defect is weak, very weak. But we'll let it slide, as they repaired it fine without cost to me, except they didn't offer to pay for my shipping to them.
But during the repair, they removed the headset. Ok, I can understand that. But they sent the frame back to me without it. So I called and asked about my missing $75 headset. They said, 'oh, we forgot to send it'. So then they sent it to me. Unfortunately, for them, they sent it back to me without one of the bearings (whoops).
So I called and asked about the missing bearing to my $75 headset. They looked around but could not locate it. So they told me to go buy a new one and send them the receipt. So I did this, but they didn't send me the money. After many, many calls on my part, they finally coughed up the money for my bearing races--we are talking 4 months later.
The whole endeavor was a lot of hassle for me, and expensive for them. How they stay in business is anybody's guess...
Where would you want to swim ?
But during the repair, they removed the headset. Ok, I can understand that. But they sent the frame back to me without it. So I called and asked about my missing $75 headset. They said, 'oh, we forgot to send it'. So then they sent it to me. Unfortunately, for them, they sent it back to me without one of the bearings (whoops).
So I called and asked about the missing bearing to my $75 headset. They looked around but could not locate it. So they told me to go buy a new one and send them the receipt. So I did this, but they didn't send me the money. After many, many calls on my part, they finally coughed up the money for my bearing races--we are talking 4 months later.
The whole endeavor was a lot of hassle for me, and expensive for them. How they stay in business is anybody's guess...
Where would you want to swim ?