It’s often said in the world of customer service that “Do something well and the customer tells 1 person; do something wrong and they’ll tell 10.”

SPR Blog…..I figure probably 200??

Bontrager Trek – 0 Felt – 1

So after dropping my Bontrager RaceLite wheels into Yas last November for truing, he found that there were a couple of cracks in the rear rim. I bought the wheelset about 5 years ago and Yas reckoned that they would still be under warranty. I was a bit dubious, but after dropping them into BikeForce Balcatta (great guys; helpful), they said that when you buy a wheelset separately (ie: they didn’t come with a full bike), the warranty is longer. “Shouldn’t be a problem”; “we’ll talk to the rep”. The following week (late Nov ’11) it was confirmed that they would be warrantied and replaced in due course. Several follow up phone calls and to date (3 March 12) I’m yet to get a result…apparently they don’t have the “colour” of the 2007 model and the US is trying to source an appropriate alternative….mmmmm.

After finishing the City of Perth Triathlon on the 29^th of January, 2012 I did my usual post race bike inspection/clean (principally to remove the Swan Sludge that drips off an athlete’s body onto one’s shiny steed during this race). The inspection yielded an unwelcome result being a crack down the centre of the seat post collar – the one that’s INTEGRATED into the frame. The bike is a Felt B12 2008 build and is a beautiful ride; not too hard to imagine my state of mind upon finding said crack. Down to Total Triathlon in their new Victoria Park digs to see what might be done to rectify the issue….if anything COULD be done?! Two days later I get a call to say that Felt will warranty the frame and replace it with a 2012 build B12; YOU BEAUTY!!

Two weeks later I get another call to say that Felt did not have any B12’s in stock….but there was another frame model available that, due to a previous manufacturer’s recall issue, there was an over-supply of them. “Which model?” I ask. “DA” he says. “Oh” I say. “Yeh” he says. “OK” I say. “Not bad” he says.

For those not familiar with the Felt TT models, B12 = really schmick entry level; DA = unbelievably schmick Pro level.

Today, I’m now the proud owner of a stonkin’ new 2010 DA….”fastest TT bike in the world” in it’s day they say….

So, when you look to drop the next however many $ooo’s on new bike kit, keep in mind a question to ask your retailer…”What’s the manufacturer like with their warranties?”

See you out there!