Big thumbs up to Cajees at Princess Crossing & Cape Cycle Systems

[Mojoman]

I bought a new bike about a month ago and have had endless issues with the Elixir 3 brakes and the annoying squeal. I did some reading last night and discovered that my problem is not isolated, it seems to be an issue world wide. It appeared that SRAM was able to assist by replacing the pads (from sintered to organics) and changing the rotors. So I sent an email to the shop where I bought the bike. I had no reply so I decided to contact the SRAM agent myself (if you live in SA long enough you start to realise that most of the time its easier to do things yourself!).

Ian from Cape Cycle Systems acknowledged that they were aware of the problem and i should get in touch with my LBS and they would sort me out (stock permitting) with new pads and rotors. The reply to my email was within a couple of hours, pretty good going for a Monday morning!

 

Out of respect for the shop where I bought the bike and not wanting to go above anyone's head, I contacted them first to see if they would be able to assist, the answer was simple....it was not their problem! That was the straight up answer! I was pretty amused and equally pissed off when I heard this as although I dont hold them responsible for the SRAM issue, I think it only fair that they should have been the first step in assisting me with having the issue sorted out. It wasn't an issue when they took my money for the bike! I understand that they are not SRAM but seeing how they sold me the bike in all its entirety they should have been more accommodating by possibly suggesting other LBS's or asking me to bring the bike in and they have a look and see whats what. So after ascertaining that the shop would be able nor willing to assist (all they had to do was check the bike and speak to Ian at CCS, even if they did not have stock of the pads and rotors, CCS would have shipped them up at their own cost) I then tried another LBS who had the pads but not the rotors.

 

I then tried Cajees who had both the pads and the rotors and Fatima and Ryhaan went out of their way, even thought I did not buy the bike from them, to sort this problem out by speaking to Ian from CCS and fitting the new pads, rotors and adapters on my bike. They did not have to do this and they certainly did not have to do it straight away, but they did, in their own workshop time and they most definately deserve a pat on the back for their customer service.

Edited October 8, 2012 by Mojoman

[Dirtbreath]

Funny how when there's a thread about Cajees bad service, everyone's on the bandwagon but when they do something good.......

 

Glad you got sorted. Those resin pads wont serve you well when our summer rains come. Great in the dry though.

[Mojoman]

Funny how when there's a thread about Cajees bad service, everyone's on the bandwagon but when they do something good.......

 

Glad you got sorted. Those resin pads wont serve you well when our summer rains come. Great in the dry though.

Will ride my old Donkey Gt with its Tektro brakes in the rain!

[Thomo]

I've generally had quick responses from CCS ... be it general info or stock checks.

Unfortunately some LBS's won't do much when there's little for them to gain financially.

That said, build relations with your LBS - they'll be more willing to help.

[Mojoman]

I've generally had quick responses from CCS ... be it general info or stock checks.

Unfortunately some LBS's won't do much when there's little for them to gain financially.

That said, build relations with your LBS - they'll be more willing to help.

Ja, sadly its not just isolated to your bike shop, in a lot of instances once you have bought whatever it is and there is a problem you are pretty much on your own. But what irked me big time was the manner in which I was told 'Its not our problem'.

 

Thats just crap customer service, plain and straight. I run my own business and I would certainly not have that attitiude should there be a problem with a client and a service provider once monies have been paid, even though technically 'its not my problem'!