Saris/CycleOps Customer Service
I don't know how many of you are ST nerds like myself, but I thought I'd share what I posted over there with you all as well, as EN is big on power, and it seems people are often on the fence as to which power option to choose. Saris made my decision for me.
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 & EN 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
Comments
Ed:
I can name many, many EN members who have received stellar service from Saris, including myself. Not sure why someone in EN didn't recommend you call Saris after a bit of frustration trying to fix your issue in the forum, but that is another topic. I am glad you made the call and ready to roll again.
On a side note, I am having trouble with my Saris Cycleops trainer that is 6+ years old. Based on a suggestion from another EN member last week reminding me there is a lifetime warranty, I called Saris yesterday and they are sending me a new resistance unit at no charge. So I will use the existing frame and have a new RU. Basically a new trainer . . . gratis.
Yet another example of excellent customer service.
Thanks for posting this.
John
I've had two issues with two different products. Each time the total cost to me to resolve the issue was $0.00 and was exceptional quick and professional turnaround to lost cost of not training with their gear was basically nil. I live local and even was given the option to come down and swap out my stuff if I didn't want to wait in the mail.
And Nemo also.
@ John, only reason I recommended the KK to you a few days ago was b/c the CycleOps fluids are known to spontaneously hit a leaking issue at some point, but with they way Saris responded to you, definitely can't blame you for sticking with them.
I had a torque tube replaced for free. But I had to pay a pittance for shipping
I agree - great customer service.
Haha, make it 2, i'll pay you back.
+1 re saris service. They really helped me out when my powertap went out just before Muskoka this year. Sent in the wheel, they fixed, and returned the same day. Great stuff.