thanks to Kim, Johnson Cycles

[kosmonooit]

Just a quick note to say thanks to Kim of Johnson Cycles in Jhb for helping me getting a faulty SRAM X9 RD warranty claim sorted out from Cape Cycles, and I didn't even buy it from him. Its been quite a drama, but perseverance has paid off.

 

The shop that supplied was Solomons in Woodmead, and they stuffed me around claiming they has sent it back to CT and no fault was found, despite my efforts to explain the subtlety of the problem (sticky quad) never once called me, so I walked out telling them this bad service will come back an bite them. I then called Cape Cycles who acknowledged a batch problem with X9 RD's but I had to go through a local BS, and that would be Johnson's from whom I have bought a few bikes from in the past and supported in terms of service and accessories. That was in July this year.

 

It's taken a few follow-ups and I was getting ready to forget about it, and made a final call last week to Kim about it, now I have a brand new spare RD for the Lord of the Chain Rings! Currently using X0, no problems, gears are as smooth as silk

Edited November 11, 2010 by kosmonooit

[pastapouch]

Would like to know why Solomon's couldn't sort it out! Was it even sent there?

[kosmonooit]

Because I bought it from them. Reason enough to go back there with the faulty merchandise and ask for a resolution?

[pastapouch]

Because I bought it from them. Reason enough to go back there with the faulty merchandise and ask for a resolution?

Was wondering whether Solomons actually sent it to the agents.

[kosmonooit]

ThatI can only speculate, but when I did call the SRAM Agents Cape Cycles after I got it back from Solomons, they acknowledged a manufacturing batch problem with the X9 and ask that I get it back to them. I said wasn't going back to Solomons, so I asked Kim if it was okay if it could go through his shop, offered to cover his costs of postage, calls whatever.

 

I am in the IT retail business (for 25 years now ) and know what it takes to keep customers happy and especially when it warranty, sometimes we even just cut our losses just to put a lid on bad customer vibes - recently we had to write off half the value of a fancy notebook over a mess about a dead freaking pixel!

[CAAD4]

Good to hear. I live in the Edenvale area and haven't been back there for years.

[CAAD4]

Good to hear. I live in the Edenvale area and haven't been back there for years.