I have had very similar experiences with both Candice and Damon from Xlab...had problems with my Carbon Wing and my Flat Wing - sent new hardware and was able to get Gorilla XT cages from them as well.

Very helpful and fast in dealing with any questions or concerns I had. Great customer service for me as well. Thanks - very appreciated!

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_____________________________________________
"It's a line you have to cross to understand."

One of my straps for my Torpedo mount ripped. Called them about a replacement.....they told me to go to TriSports.com to order a replacement.

Of course the replacements are only sold in sets of 4, cost $20 and I only need 1 strap. Seriously....$20 for 4 small velcro straps?

Guess I'll just use zip ties.

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Chicago Cubs - 2016 WORLD SERIES Champions!!!!

"If ever the time should come, when vain and aspiring men shall possess the highest seats in government, our country will stand in need of its experienced patriots to prevent its ruin." - Samuel Adams

That certainly isn't the service I like to have here at XLAB and I am very sorry someone recommended that to you. Could you please email me directly, with a pic of the Torpedo strap broken if you still have it, and I can get this rectified asap for you.

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Candice Turner
CEO
XLAB - Aerodynamic Triathlon Accessories
Dawn to Dusk - Off-road Specific Storage Accessories
http://www.XLAB-USA.com http://www.dawntodusk.bike

I appreciate the offer Candice, but unfortunately, I no longer have the broken strap. The part that ripped was where the white velcro attaches to the black strap. The silicone sections were positioned properly.

I have rectified the situation using zip ties. If I have further issues with it, I will be sure to let you know.

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Chicago Cubs - 2016 WORLD SERIES Champions!!!!

"If ever the time should come, when vain and aspiring men shall possess the highest seats in government, our country will stand in need of its experienced patriots to prevent its ruin." - Samuel Adams

No worries...I would still be able to get a replacement strap out to you despite not having the picture as I want to make sure you are taken care of.

If you are ok using zip ties that's fine, but my offer is there if you want a replacement :)

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Candice Turner
CEO
XLAB - Aerodynamic Triathlon Accessories
Dawn to Dusk - Off-road Specific Storage Accessories
http://www.XLAB-USA.com http://www.dawntodusk.bike

Sorry I haven't had the same experience as you guys. I email Xlab about how and where to get a mount to mount my gorilla cage to my SC seat, and they never responded. I also asked my LBS the same question twice, and they never responded. I don't want to spend hundreds for a carbon wing, and I don't think I'll buy an Xlab product again.

Sorry you had a poor experience. We were having some spotty technical difficulties with our contact us form, but these have now been fixed. If you were unable to contact us via email, we do list our phone number and we can be reached Monday through Friday from 8:30am until 5pm PST at (760) 735-3215. I am also very active on our social media pages, (Facebook & Twitter) and often respond during the weekend. I can also be contacted here on Slowtwitch.

I am definitely wanting to help you with compatibility on your saddle if you are still interested. I would just need to know the model and I can look it up for you. This is my email, candice@xlab-usa.com, if you would like to email me direct.

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Candice Turner
CEO
XLAB - Aerodynamic Triathlon Accessories
Dawn to Dusk - Off-road Specific Storage Accessories
http://www.XLAB-USA.com http://www.dawntodusk.bike

X3? fantastic customer service experience - simple email exchange with Candice and the minor problem was rectified in 15 minutes and then I recieved the replacement part in 2 days - could not ask for a better experience!

With the business of racing and Ironman I forgot about how xlab came to the rescue for me.

Just a week or so before IM Boulder a Velcro strap broke from my torpedo mount. I contacted Candice, she forwarded me to another person, and xlab sent me 4 new straps to my hotel just in time for the race. Customer service is A+

Thanks xlab!

Just another +1 for xlabs awesome customer support. My Torpedo was missing the straw plug, called them up and they mailed me a replacement the same day. If you are not getting a email response, then just give them a call.

Lost the lid to my mini cage pod. Totally my fault. Damon sent a replacement to me. First class customer service.

Candice, I emailed you a week ago and still no reply. All I'm looking for is a mount for the back of my saddle for my gorilla cage that isn't the $$$$$ carbon aero wing thing. Three bike shops, 2 one hundred mile trips, and 2 emails to Xlab later, nobody has any answer other than "zip tie it on," which doesn't work... I'm a little frustrated

If you could re-send it that would be great and let me know your name & email address that it was sent from so I can be on the look out for it. I received quite a few last week and thought I had answered them all. Apologize for any inconvenience.

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Candice Turner
CEO
XLAB - Aerodynamic Triathlon Accessories
Dawn to Dusk - Off-road Specific Storage Accessories
http://www.XLAB-USA.com http://www.dawntodusk.bike

I'd hope to get the same awesome response. I used my torpedo bottle in a race with crap roads, hit a bump and bit through the bite valve. Nothing like having maltodextrin water drip and splash on you for most of 180k.
We'll find out!

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formerly but still a Run Snail...

Hey, I looked for a message from you (saw your first name was Vanessa) and I couldn't find an email. When did you send it to us? If you would like you can email me, candice@xlab-usa.com. Thanks!

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Candice Turner
CEO
XLAB - Aerodynamic Triathlon Accessories
Dawn to Dusk - Off-road Specific Storage Accessories
http://www.XLAB-USA.com http://www.dawntodusk.bike