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Since we always complain on here when we get bad service, thought I'd share a story of exceptional customer service.
This afternoon, I was changing out my stock 4-way spring with a 450lb unit, the 400 was undersprung for my weight. I was following the 2004 Manual that I got with the bike step by step, and long story short I broke the rebound knob off by following the directions. I freaked, re-read the directions, and realized that I was doing it exactly as the instructions stated. I then called Manitou customer service to find out "what next", and the tech I spoke with grabbed his manual to read along because originally he asked why I would be removing the knob in the first place. As he opened his manual, he realized that the instructions for changing the spring on a 2003 Swinger had been placed in the 2004 manual - and the instructions are TOTALLY different this year. We talked for a little while about what to do, they were going to send me the parts to fix it, or have me send the shock back for them to fix...I explained that I was not planning on riding this weekend, but next weekend was a must as we are going to Sunrise Ski Park in eastern AZ to ride, and I needed to have my Big Hit operational by then!
Well, he talked to his boss, and is overnighting me a brand new replacement today, I will have it Monday, at which point I will send back my broken one. No credit card # as a deposit, no paying for overnight shipping, nothing. Just my word that I would return the broken one in a timely manner. They were actually out of Swinger 4-Ways in the correct size for my particular bike, so lets just say I am VERY PLEASED with what they are sending me as a replacement, for no additional charge.
Just a great example of customer service gone right.
Eric
This afternoon, I was changing out my stock 4-way spring with a 450lb unit, the 400 was undersprung for my weight. I was following the 2004 Manual that I got with the bike step by step, and long story short I broke the rebound knob off by following the directions. I freaked, re-read the directions, and realized that I was doing it exactly as the instructions stated. I then called Manitou customer service to find out "what next", and the tech I spoke with grabbed his manual to read along because originally he asked why I would be removing the knob in the first place. As he opened his manual, he realized that the instructions for changing the spring on a 2003 Swinger had been placed in the 2004 manual - and the instructions are TOTALLY different this year. We talked for a little while about what to do, they were going to send me the parts to fix it, or have me send the shock back for them to fix...I explained that I was not planning on riding this weekend, but next weekend was a must as we are going to Sunrise Ski Park in eastern AZ to ride, and I needed to have my Big Hit operational by then!
Well, he talked to his boss, and is overnighting me a brand new replacement today, I will have it Monday, at which point I will send back my broken one. No credit card # as a deposit, no paying for overnight shipping, nothing. Just my word that I would return the broken one in a timely manner. They were actually out of Swinger 4-Ways in the correct size for my particular bike, so lets just say I am VERY PLEASED with what they are sending me as a replacement, for no additional charge.
Just a great example of customer service gone right.
Eric
