This message is for everyone. Zipp, Quarq, Sram, sponsored athletes, consumers, potential consumers, yet-to-be-born consumers; everyone.
Zipp/Quarq,
The economy and good business has afforded you both with the chance to learn from each other directly because of your parent company SRAM. I imagine you have more access to each other (however slight it may be) because of your ties, which will make the learning process easier for you.
Quarq, I encourage you to look at Zipp's customer service model. You have proven to have an absolutely fantastic model yourself, but one can always improve by observing others. So seriously, investigate how Zipp does things, and completely disregard every practice they pursue. If you have anything that resembles them in the slightest, abandon it.
Zipp, you really have the most to gain from this. Read up on Quarq's approach to serving their customers and making money in the process. They're focused on the long game, as the short game has less money in it. Seeing that you've established yourself in the market, you have no need of short game. Wouldn't it make sense to try to woo every type of customer away from competition by not merely science, but faith in your own product?
Everyone Else,
I've had the chance to encounter both companies customer service departments now. Quarq has treated me like a king, and thus they have received repeated business from me. Zipp on the other hand, just denied a warranty claim for a defective wheel. We're not talking about crashing, hitting a deep pothole or something else somewhat mysterious. This is obvious and visible uniform cracking all the way around the rim from a light rider using the wheels. Their response? Bummer.
Wow. How short sighted; it's sad really.
Now, do they make good products? Of course! Are most people happy with their products? Probably! But I sure am glad I happened to clean them before trying to push 1400w in a sprint and having the spokes pull out of the rim. I don't think I'd be quite as level headed in the hospital.
Check your rims Zipp owners, just to be safe, and don't expect much from their customer service department if you have a problem.
Ride safe.
Zipp/Quarq,
The economy and good business has afforded you both with the chance to learn from each other directly because of your parent company SRAM. I imagine you have more access to each other (however slight it may be) because of your ties, which will make the learning process easier for you.
Quarq, I encourage you to look at Zipp's customer service model. You have proven to have an absolutely fantastic model yourself, but one can always improve by observing others. So seriously, investigate how Zipp does things, and completely disregard every practice they pursue. If you have anything that resembles them in the slightest, abandon it.
Zipp, you really have the most to gain from this. Read up on Quarq's approach to serving their customers and making money in the process. They're focused on the long game, as the short game has less money in it. Seeing that you've established yourself in the market, you have no need of short game. Wouldn't it make sense to try to woo every type of customer away from competition by not merely science, but faith in your own product?
Everyone Else,
I've had the chance to encounter both companies customer service departments now. Quarq has treated me like a king, and thus they have received repeated business from me. Zipp on the other hand, just denied a warranty claim for a defective wheel. We're not talking about crashing, hitting a deep pothole or something else somewhat mysterious. This is obvious and visible uniform cracking all the way around the rim from a light rider using the wheels. Their response? Bummer.
Wow. How short sighted; it's sad really.
Now, do they make good products? Of course! Are most people happy with their products? Probably! But I sure am glad I happened to clean them before trying to push 1400w in a sprint and having the spokes pull out of the rim. I don't think I'd be quite as level headed in the hospital.
Check your rims Zipp owners, just to be safe, and don't expect much from their customer service department if you have a problem.
Ride safe.
