So let me preface this by saying that I have noticed a steady decline in the quality of customer service in the last few years, across a lot of industries. I ordered a wheel cover the other day for a Blackwell 100, paid the money, and was just waiting for it to ship. Yesterday I got a call from WB.com saying that they couldn’t cut the wheel for me as it falls below the minimum amount of material they need to make the wheel cover look and function correctly. I guess 90mm is the upper limit.
So instead of sending me what I ordered and leaving me to be pissed off when it warped or whatever, they called me and suggested I cancel the order! I have always been impressed with companies who choose to help the customer out rather than make a few extra dollars selling them a product.
So props to wheelbuilder. Even though I didn’t actually get anything from them, I was impressed with their customer service and overall “giving a damn” which seems so rare sometimes!
When I bought my PT from them a few years ago I was really pleased with the lack of upsell. They asked me question and helped me get what I needed instead of pushing me to get more. As a result I recomend them to anyone I can.
What I like about them is you call them and you talk directly with Rich (I think?) and gives you advice and tells you what you need and not what they want to sell you.
Rich is a stud. Very patient and not pushy at all. I called him an annoying number of times before I pulled the trigger on a set of 808s with a PT. What impressed me as well is his knowledge of the PT hub and some of the issues Saris has had with the alloy vs. steel axle. I literally spent 2-3 hours on the phone with Saris one day last summer trying to figure out what the hell was going on with the alloy axle in my PT hub. Rich knew the issue and resolution and had the sense to ask the question before he finalized my order with them.
Sorry to bump an old thread, but I’m once again stunned at the response times and speed of dispatch from Rich’s team.
I ordered a cover for a new wheel Friday morning (about 7am NZ time) with a few special requests re decals & fastening holes. By the time I got to the office that day my order had been dispatched(!)…invoice, tracking no. & all. And by 9am this morning (Monday) it was delivered…to the exact spec I ordered.
The funny thing is when searching for a thread to add to ('cos I know there’s been a bunch of them praising this outfit) I found another I’d replied to almost 3 years ago with a similar experience that I’d long forgotten about. These guys are the real deal.
I also like his philosophy on building wheels too. I’ve bought wheels from others and although the wheels were true, the spoke tensions were so far off it was insane. WB’s setup is all about even spoke tension for durability.
I also like his philosophy on building wheels too. I’ve bought wheels from others and although the wheels were true, the spoke tensions were so far off it was insane. WB’s setup is all about even spoke tension for durability.
Yep, plus I believe if a WB-built wheel ever goes out of true, they’ll true it free of charge.
I’m fairly certain that my Kinlin/DT wheels from Rich will have to be retired due to brake track wear before they’ll ever need to be true’d…