Good Customer Relations

This exchange shows how good customer relations works. The company was prepared to replace an expensive unit because of the failure of a small component. My problem with this was that the replacement part was likely to fail in the exact same manner if I continued to use the bike in the same way. I thought I had a better solution. It turned out well, and it also turns out, I suppose, that I am a good customer to have relations with.

Anyway. Apart from replacing the saddle with a more comfortable one to suit my fat arse, and this little issue below, the bike has been excellent, and the service from the company exemplary.

I love my bike, so Leitner deserve a plug on my blog. I hope both my readers buy one.

Read the emails from the bottom up.

Hi Alan,

Thanks for your message.

I’m not sure if or when we will make Leitner stubby holders, but if we do, there will be one with your name on it!

Thanks again and we hope that this resolution holds up and please let us know if you have any issues.

We wish you a Merry Christmas and Happy New Year from the Leitner team!

Feel free to message us or call us on 1300 856 725 if you have any further questions.
Regards,
Alex
Leitner eBikes


On Sat, Dec 14, 2019 at 8:50 AM Alan Freshwater <> wrote:

Once I pulled the old rubber out, I could see it was more to protect me from being pinched by the spring than to protect the spring itself. Incidentally, the rubber was very brittle. It tore very easily and clearly does not like the Queensland sunshine. My fix seems to work fine. I cut down a neoprene wetsuit material stubbie holder and glued and taped it into a cylinder just tight enough to cover the piston. I clamped it one end only with a strong cable tie then ran a bit more Gorilla Tape around it. I’ve been out for a few rides, and hit some speed bumps at a good lick. It is all holding together. I’m satisfied.

So, if you ever produce a Leitner stubby holder, you owe me one!

Cheers and Merry Christmas!

Alan

On Fri, 13 Dec 2019 at 13:47, Leitner Electric Bikes <sales@leitner.com.au> wrote:

Dear Alan,

Thanks for your message.

We look forward to your modification. Hopefully, it will work and will be great. Thank you and we look forward to hearing from you.

Have a lovely weekend ahead Alan!

Feel free to message us or call us on 1300 856 725 if you have any further questions.
Regards,
Kitty
Leitner eBikes


On Fri, Dec 13, 2019 at 2:36 PM Alan Freshwater

> wrote:

Cheers Kitty. I will try out my clever idea and let you know how it went. I’ll even send a photo if it turns out as brilliantly as I hope.


Have a nice one.

On Fri, 13 Dec 2019 at 08:13, Leitner Electric Bikes <sales@leitner.com.au> wrote:

Dear Alan,

Thanks for your message.


From our knowledge, the rubber is used to protect the inner springs and there is not structural function of the rubber cover. If you have an idea of replacing this cover with another more durable material and is comfortable doing so, let us know how you go. If you have any questions or trouble, feel free to let us know. We are happy to assist until this is resolved.


Thank you for your patience and effort in working through this with us. We look forward to hearing from you.


Feel free to message us or call us on 1300 856 725 if you have any further questions.
Regards,
Kitty
Leitner eBikes


On Thu, Dec 12, 2019 at 4:43 PM Alan Freshwater <> wrote:

Thanks again Alex. I appreciate your consideration. Before we go to the inconvenience and cost of replacement of the whole fitting I’d like to ask again how essential is this rubber boot to the continued operation of the bike? I’ve already thought of a repair I could easily undertake using neoprene material as used in wet suits. If the design is just to keep out dust and water with a flexible cover, I’m betting I can make a repair as good as the original with a more durable material. Which I happen to have on hand. My only concern is whether this part as fitted has some other important purpose that may affect the safety or functionality of the bike. If it is just a flexible dust cover I can sort it easily.


CheeRs


Alan

On Thu, 12 Dec 2019 at 2:24 pm, Leitner Electric Bikes <sales@leitner.com.au> wrote:

Hi Alan,


Thanks for your reply and for the additional information. We are glad to hear that you are getting plenty of use out the bike!


This is very strange and is definitely the first we have heard of this happening. We are happy to cover this under warranty, but please note this would be a once-off coverage as it appears to likely be a result of prolonged exposure to the sun/heat and not necessarily manufacturing fault. While we understand that you have always placed it under the shade where possible, we would recommend that you continue to do this. Also, another option could be a bike cover or a tarp to place over the bike if it will be exposed to high levels of heat.


So that we can raise a warranty claim, could you please provide us with some photos showing the serial number of the bike (located above the front forks engraved around the frame). You may need to take two photos to cover the whole number.


In addition, could you please provide your preferred shipping address to have the replacement sent out to.


Thanks again and we look forward to hearing from you.


Feel free to message us or call us on 1300 856 725 if you have any further questions.
Regards,
Alex
Leitner eBikes


On Wed, Dec 11, 2019 at 6:46 PM Alan Freshwater <> wrote:

Hi Alex


I’ve been riding my bike to the pool every day for 5 or 6 days a week and locking it on the bike rack with the side that has perished towards the sun. That’s the only time it is exposed for any length of time except when I’m riding. When I go shopping I find shade. I usually swim for 90 minutes at a time. That and the cycling has helped me lose a heap of weight.
But I digress. I noticed the deterioration last week but I forgot to follow up with you until this morning, I assume that daily exposure is the cause.
Cheers
Alan

On Wed, 11 Dec 2019 at 12:19, Leitner Electric Bikes <sales@leitner.com.au> wrote:

Hi Alan,


Thanks for your message.


Usually with this part, we would just replace the entire rear suspension as we do not typically stock the individual rubber part.


So we can have a bit of a further look into this, do you mind telling us how this happened?


Did it occur while riding? or did you just notice that it had started to peel after a while?


Thanks again and we look forward to hearing from you.


Feel free to message us or call us on 1300 856 725 if you have any further questions.
Regards,
Alex
Leitner eBikes

https://www.leitner.com.au/

https://www.productreview.com.au/b/leitner

https://www.facebook.com/LeitnerDirect



On Wed, Dec 11, 2019 at 11:54 AM Alan Freshwater <> wrote:

As you can see from the attached photo the rubber cover on the suspension shock absorber is deteriorating badly. How important is it for protecting the bike and can I replace it myself? Are you able to supply a new one?
Best regards


Alan



Author: Uisce úr

Though I am old with wandering Through hollow lands and hilly lands, I will find out where she has gone, And kiss her lips and take her hands; And walk among long dappled grass, And pluck till time and times are done, The silver apples of the moon, The golden apples of the sun.

2 thoughts on “Good Customer Relations”

Please leave a Comment

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s