Well, and fortunately, not quite the 11th hour.
After I rode my LT test last week, it was noticed that my rear tubular tire was delaminating! Put mildly; OMFG!!! Clearly not what I needed! Fortunately Competitive Cyclist offer a NQA; No Questions Asked policy. I hoped online at 8pm PST in the evening and had and online chat;
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Thanks for contacting us. My name is Daryl D., how can I help you?
Daryl D.: Hey how can I help you?
Stuart: hi i recently got some Mavic Cosmic Carbone 80s from you and the rear tire is delaminating. I have an Ironman race in 10 days and need replacement tire, can you help out?
Daryl D.: Possibly, do you have a photo of the issue?
Daryl D.: and is the tire delaming or the wheel/rim?
Stuart: Yes, where can i send it to?
Daryl D.: XXXXX@backountry.com
Stuart: gimme 2 mins
Daryl D.: alright well I’m only here for another 8 or so.
Daryl D.: we close up shop at 10PM
Daryl D.: is it the tire or rim?
Stuart: the tire
Daryl D.: Is there anything else I can help you with today?
Daryl D.: sorry about that
Daryl D.: tried to paste something and ended up inserting a standardized response.
Daryl D.: What’s your order number?
Daryl D.: I'll send you out a new tire after I get the e-mail
Daryl D.: or if you can include it in the e-mail I can make that happen
Stuart: just sent email, logged in to get order number but can't find it?
Stuart: my name is Stuart BXXXXXXX
Daryl D.: e-mail address? (I didn't get the e-mail yet)
Daryl D.: So, to get a better idea of what's going on, is the tire coming un-glued from the rim
Daryl D.: or is the tire coming apart?
Daryl D.: Delaminating, generally isn't something that will happen to a tire
Daryl D.: alright just got the photos
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Stuart: no there is a strip the runs around the tire, it's well away from the rim...delaminating is probably the wrong term
Daryl D.: that is definitely a tire issue
Daryl D.: no delaming is definitely good for what is happening there, it's just rear
Stuart: yes, the front one seems ok
Daryl D.: So you didn't have an account with either of the e-mail address in there
Daryl D.: did you happen to use another?
Daryl D.: nevermind found it
Stuart: I can log in but can't see any order history
Stuart: the account email is xxxxxx@gmail.com
Stuart: ok
Stuart: great
Daryl D.: so I'll ship you out another power link tubular
Daryl D.: you should see it on Tuesday
Stuart: is there anyway it can be overnighted?
Stuart: to my home address for delivery Sat
Daryl D.: No we don't offer Saturday delivery
Stuart: I leave for the race on Wed and it will need to be glued etc?
Daryl D.: yeah
Daryl D.: um I can next day it but you'll see it on Monday
Daryl D.: and I'd have to charge you $15 for it
Stuart: that's ok I am happy to pay the $15
Daryl D.: alright
Stuart: they won't deliver on a Saturday?
Daryl D.: no, we don't offer Saturday delivery
Stuart: ok Monday will work, the LBS can glue it and i wont need it till the weekend!
Stuart: I really appreciate all your help!
Daryl D.: not a problem
Daryl D.: should I just charge the visa on file?
Stuart: do you have Credit Card details on file?
Stuart: lol yes that's perfect
Daryl D.: yeah can you confirm the last 4
Daryl D.: there 2 cards
Stuart: xxxx?
Daryl D.: perfect. done
Stuart: awesome!
Daryl D.: Is there anything else I can help you with Stuart?
Stuart: no you have been super helpful! Thanks for staying late!
Daryl D.: not a problem have a good evening
Stuart: you too thanks!
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On my doorstep tonight…and that’s why I shop at Competitive Cyclist!
I've had similar experiences with Competitive Cyclist. One time around they shipped the wrong size winter tights; I got in touch with them and they sent me the right size straight away and let me keep the wrong size (which I then sold to a larger friend!).
ReplyDeleteI was a little saddened when they merged into Backcountry as I like to support the little guys but they still seem to be doing a great job. The only downside is their list of products they cannot ship to Australia has got rather a lot longer.
Good luck at IMAZ!