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I realized my Powertap head unit was non-functional last Thursday. Called customer support on Friday morning, they confirmed it and offered to mail me a new one. I realized they were located in Madison, where I was to ride the IMWI bike course on Saturday. I told Tom, my customer service rep, that I could pick it up very late Friday or Saturday morning.
He understood the importance of riding the course with power and offered to drop it off at my hotel on his lunch hour. What made this gesture even more impressive was that the hotel’s address as listed on the net, and that I gave Tom, was incorrect. It took me an hour to find the hotel upon my arrival in Madison. When I finally did get there, the package was waiting for me.
Kudos to Saris and to Tom Shepard for helping out a customer in need. My next power device purchase will likely again be Powertap.
Really? Wel I’ve been waiting for a reply to an email askign them about a Joule for a week now. I’m trying to buy one, but need confirmation that they will provide access to the beta software, but no response at all. To me, then that’s not good and if it wasn’t for their USP then I’d be looking eslewhere by now.
Really? Wel I’ve been waiting for a reply to an email askign them about a Joule for a week now. I’m trying to buy one, but need confirmation that they will provide access to the beta software, but no response at all. To me, then that’s not good and if it wasn’t for their USP then I’d be looking eslewhere by now.
have you tried calling them? Seriously…e-mails can get lost in the shuffle. Call their customer service line and I bet you’ll get all the help you need.
Sadly I’m not in the US otherwise I would have. Even the distributor has tried emailing them and not had a response back (admitedly oinly 1 working day so far).
Sadly I’m not in the US otherwise I would have. Even the distributor has tried emailing them and not had a response back (admitedly oinly 1 working day so far).
Ah, understood.
Maybe try signing up for Skype and make a really cheap international call? Probably cost you less than $1 USD. MIght work for you…just an idea.
You mean PAY for a call??? I can’t afford that, I spend all my money on overpriced and ineffective carbon things to hang on my ludicrously overengineered and underpowered frame
I second what others have said–give them a call. They get backed up with e-mails and don’t respond immediately that route, but give them a call and they’ll be on the case immediately. Some of the best customer service I’ve seen in the cycling industry.
Really? Wel I’ve been waiting for a reply to an email askign them about a Joule for a week now. I’m trying to buy one, but need confirmation that they will provide access to the beta software, but no response at all. To me, then that’s not good and if it wasn’t for their USP then I’d be looking eslewhere by now.
I have only had exellent experiences with them. Most recently having my training powertap wheel (Mavic OP with SL+) bearing repacked under warranty. Prior to that a couple month ago bad firmware so the sent out another LYC for free. I’ve had a couple gliches this the electronics of the hub and each time taken care of under warranty and last electronic problem the internals replaced and haven’t had any problems since for over 9 months. Essentially a new hub everytime I ship back. All I pay for is shipping. Fortunately I just use my powertap race wheels on the down time of my training wheel.
Great company.
The Powertap crew has treated me well. Quick responses by phone and email, and I always get to deal with a knowledgeable person. Agree that because of the responsiveness and high quality level of their support, I will continue to purchase Powertap products.
Been nothing but good to me. Called about a non-working hub that I bought second hand, they helped me troubleshoot and had it going in no time. I had to leave a message when I called, but they got back to me promptly and were fantastic to work with on the phone.
