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forum
Great After Sale - customer Care
SELLE ROYAL - Fiz-ik Saddles = Excellent Customer Care.
Well I'll explain : About two weeks ago, while out on a ride; my Fizik Antares Saddle cracked in the under support plastic, the saddle dipped in the centre and became soft. I contacted Fiz-ik UK. They passed my message to Selle-Royal Italy. I did not expect any response to my complaint; the saddle was a few years old (although in excellent condition) without any warranty,
a few days later I received an email from Selle-Royal requesting some photos of the damaged saddle; I emailed them two photos of the saddle. Yesterday I received an Email from Selle-Royal telling me that DHL would be delivering a new saddle.
I received the new saddle this morning; just 12, days from the day the saddle cracked on the under side.
What a grat result; and a massive thanks to Selle-Royal for their help and understanding.
A wonderful customer after sales care.
If you're new please join in and if you have questions pop them below and the forum regulars will answer as best we can.
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4 comments
HOPE- sent back my dead R4 light head unit on Friday, didn't seem like a dead wire, over 3 years old, I had already shortened the lead before, they said they would inspect and quote, fair enough, cheekily chucked an old dead 4 cell battery too, definitely dead wire.
Got a UPS parcel this morning, both items, both with brand new cables. Got to love Hope.
I have had similar good experiences with Fizik when my saddle rails break although I had to post my saddles to Italy (they even said I could use their DHL account but I just posted them) and they repair it and send it back within a week or so.. I have done it 3 times over the years. I didn't even bother e-mailing them last time it happened, I just posted the saddle to Italy with a note and it came back fixed. No rail breakages for a long time now.
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Nice to read stories of good customer care on here for once! We're all (well I certainly am) of saying nothing when things are good, and only making a point of when things are bad.