My family members will tell you that I am a trifle reactive when it comes to poor customer service. OK, maybe a rather large trifle. Our latest venture has been the purchase of a new family cellphone plan from a national provider. The vendor at Costco was helpful in hooking us up with a plan and in selling us phones, but there was never any mention of exactly how much we would end up paying each month. The basic plan price is in writing, but the surcharges, fees, and taxes aren't detailed until you get that first bill. Ouch.
Well, given my consistent contact with companies that seem interested in making a buck as quickly as possible, I must tell you about my bike rack experience.
We bought a really nice bike rack the summer before last. It's a Softride Dura 4, which fits on the trailer hitch, and swings down to allow us access through the rear hatch of the Subaru Forester. It carries four adult bikes, and is really well designed and solidly built.
I broke it.
I was in a hurry this morning. As I pushed one of the rack arms into the unit, the pin that was supposed to lock the arm in place instead jammed, resulting in the housing breaking. I didn't figure that out until this afternoon when I was fixing a flat.
Anyway, I can still use the rack, but only by securing that arm with a nut and bolt, which makes the rack less versatile. So I emailed the manufacturer to see if I could obtain a replacement part. Rich from Softride called me, asked what was going on, and then took my address. He said he'd ship a top plate to me. I protested that it was not a flaw in the part, and that I had broken it, but he insisted that he'd send the replacement without charge.
What a great company. Since they won't take my money, all I can do is tell everyone I know to buy their products. You can see their line of bike racks at www.softride.com. You probably need a good bike rack anyway. If you don't ride a bike, you probably should. And if you don't ever plan on biking, buy a Softride rack anyway. You can use it to dry clothes.