All too often this forum is inundated with people complaining about customer service (or lack thereof), and while that certainly has a place here, I thought I’d make note of a recent excellent service experience I had.
I have started & participated in many threads involving complications with a Powertap training wheel. Random spikes in watts noticed once I uploaded data, random dropping of the hub by the lyc, inability to learn the hub, etc.
I first turned to the forum, as opposed to contacting Saris directly, because my wheel was bought secondhand & I didn’t think they’d offer me much help.
After many unsuccessful campaigns on ST to solve the issue, I lost patience & decided I would give Saris a ring. The whole experience could not have gone better.
With the first call they apologized that I was having so much trouble, and suggested that I might want to get ahold of a second LYC that was known to be working, so we could isolate the issue (both my training wheel & race wheel were unable to connect to LYC). I had no problem doing so, as this was a potentially $50 fix to a $350 problem. Well, it didn’t work out, and so I called Saris back a few days later. Within 30 seconds of getting them on the phone, I was told to send the wheel in, that it would be warrantied (note: I am not the original owner), and that I should have it back shortly.
The wheel was mailed on Wednesday morning, and here we are on Monday night & I have a perfectly clean & working wheel on my doorstep.
All of the internals were replaced, I have a brand new freehub & accompanying grease. Both of my LYCs are paired & working perfectly. Cost to me = $0.00.
Saris, you have just guaranteed yourself one loyal customer who will happily pay full price for his next power purchase.
I know that my n=1 may not be indicative of your experiences, but I thought I’d jump at the chance to commend them on what I consider to be exceptional service.
-Ed