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Torpedo7 ongoing saga
I have a question for the community - about torpedo7 customer service.. I have some evidence to suspect it is a common scenario for many T7 customers..
Few weeks back I bought from T7 myself a birthday present - Crank Brothers' Joplin4 R seatpost - it was only $249 on special.
When it arrived it did not work at all and so the start of the ongoing saga: the case is trivial and takes seconds to check - the things doesn't move at all - the "initializing button" must be stuck. The mechanics in local bike shops advised to send it back and get the money back - Joplins are known to have serious problems!
Not so unusual a process I guess, but I really dislike the way I am treated by T7:
1 The first thing torpedo7 mechanic suggested over email was the assumption I installed it improperly (which basically equates to saying I am an idiot given the lengthy clear instructions provided by Crank Brothers). They asked me to put it onto the bike and take it to LBS to confirm with LBS mechanic that the seatpost is not working!! Then they finally asked me to return it so "that they could look at the seatpost and into a warranty" for me!!
2 According to Aust Post T7's staff member received the return parcel on 30th June - two weeks ago by now. I still have no money back, or, no new seatpost. T7 says it's still with mechanic to look at!!
Now my question - is it within normal boundaries the way I am being treated? And if not, what I could do in this situation?
Best wishes, Sasc
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My experience with T7 was similar. I don't shop there anymore.
They have a no-hassle return policy don't they? Try to get a full refund and run (I wouldn't bother talking to them about details/ trying to get it repaired)
Interesting, thank you.
That's the thing.. local mechanics told me it `cannot' be repaired by any mechanic except Crank Brothers themselves - they just send it back - so it should take seconds to sort out my case - I am puzzled..
I guess thats a peferct example of why not to buy online. Anything that goes wrong becomes a pain to deal with. Bit rude of them to send you to LBS too i reckon. Puts you in a weird spot and also the staff at LBS.
Mind you i have bought online in the past and had similar experiences. Now i only buy 'non technical' items or spare parts online....
1. Ask politely for a "full refund" option on the basis that the deal with them on the Joplin 4 has made you lost confidence in Joplin range and that they don't sell (what you should a have ordered I recon) RockShox Reverb. They could not provide a product fit for purpose so the "store credit" option is not applicable in these circumstances.
2. Buy a RockShox Reverb. I think Hans got a top deal (better than I could) somewhere.
3. Enjoy the amazing change it makes to your riding experience, and how much better you pull up the next day due to running a higher seat at the times you should be.
http://www.torpedo7.com.au/content/rightOfReturn...
"365-day Right of Return Policy
If you're not 100% completely satisfied with your purchase we will happily accept your return and provide you with one of the following options, a store credit or full refund to the value of the product's purchase price, or an exchange. With our 365-day right of return policy there are no special catches or exceptions, it's extremely simple! All we ask is that you send the item back to us unused and in the original packaging, making sure that the product is in the same condition as you received it in....."
Go with the right-of-return option.
I got a polite letter from T7 confirming the Joplin is indeed faulty and they are refunding me its cost.
I will continue shopping with T7 - to err is human - as long as mistakes are rare, fixable and do get fixed in time it's fine by me.
My trusting the well known label and not checking its reviews first was an error.. it won't happen again.. =)
imo:
1 `gravity' seat post is the best upgrade one could do on a (good) mountain bike.
2 I'll purchase it at LBS and it will not be a Joplin.
Sorry.. in the rush forgot to thank mtbers that advised me here - in particular, Noel, for the constructive advice - Reverb it is! =)
.. or wait for Fox to bring one out, but the Reverb is fine. Don't forget to ask Hans where he got his cheap reverb.
i got my reverb seatpost from universal cycles in the states. After ordering it my partner checked TBSM website and they had the same product for the same price as the US. Had we known that TBSM had them in stock we would have purchased from them.
I paid about $300 on Jenson USA. Had two delivered (1 for a friend), they both continue to work fine out of the box. I heard Hans got it much cheaper somewhere.
about $255 Aus + delivery from http://www.probikeshop.com/rockshox-reverb-seatp...
Make sure you select English language and destination as Australia, it deducts the VAT
Cheaper still is http://www.bike-components.de/products/info/2532... about $231 plus delivery