I just had an issue come up with a pair of Zipp wheels that I’ve owned for a while and that have seen some miles. I don’t want to go into the details about the exact age of the wheels or some of the other circumstances. I don’t want to create a set of expectations in anyone’s mind about what Zipp should do because of what they did for me. But what they did for me was extraordinary. My wheels were re-built with brand new rims at no cost to me. And they arrived at Zipp last Wednesday and shipped back out to me two days later. That’s excellent turnaround.
I had a bit of difficulty getting people on the phone to work things out (I hate all automated phone systems), but when I did, they were nice, knowledgeable and helpful.
There have been lots of threads lately about lousy customer service. I wanted to post this good experience and give Zipp their props. Nice job.
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Thats great. When I called Zipp looking for help recently they told me that they only work through a dealer. My issue was my fault and I was happy to pay just wanted it done right. Seemed like a huge waste of time to me to drive to a dealer a couple hours a way so that they could mail the wheel to Zipp. Stupid. Wheelbuilder on the other hand was great.
Thanks to Josh here on ST, I too have had nothing but good experiences with ZIPP service.
two thumbs up for Zipp! Their customer service is great
+1
I called them a few years back when I was rebuilding a 440 wheelset. Even though they didn’t make the parts anymore (and stood to make no money off me, and never had since I was the second owner) they sent me some parts no charge, took 3 or 4 calls and a bunch of emails. I was extremely suprised and impressed.
Whenever I get the coin for a nice race wheelset, that’s what I’ll buy.
When I called Zipp looking for help recently they told me that they only work through a dealer. My issue was my fault and I was happy to pay just wanted it done right. Seemed like a huge waste of time to me to drive to a dealer a couple hours a way so that they could mail the wheel to Zipp. Stupid.
I live in a remote, rural area. I’m guessing you didn’t squeak as loudly as I did when they hit me with that. What appears to have helped me around that one was when the customer service person put my zip code into their dealer locator and it came back with “no records.” I also told them that I own eight Zipp wheels (which is a fact) and that I didn’t think it was right that they would make me drive for hours to have someone look at a problem that was obvious and didn’t require any expertise to evaluate. They agreed. It was reluctant, but they agreed. That was the only real hurdle I had to clear in the process with them. I don’t care for that policy they have. I can understand that they have some customers whose issues can be handled by the local dealer and whose wheels don’t need to be shipped to Zipp. But when I clearly described the issue and it clearly could NOT be handled by a dealer and didn’t require dealer evaluation, I think they should have been a bit more flexible. They ultimately were, but it was a struggle.
All that aside, I still have to feel really good about what they did for me.
They may have made an exception if I pushed for one, do not know. Just thought the policy was annoying.
When it came to buying ZIPP or HED I picked ZIPP because of my past customer service experiences with them. I do not know how HED is and I have heard they are great, but ZIPP has been very good to me so it was a no brainer.
My experience with Zipp is also very good.
Broke a brake handle on my Vukas - emailed Zipp and they shipped me new ones the same day - for free.
Fast and no hassle - really excellent customer service!