Full marks to Pro Lite - Amazing wheels and customer service to match!

[eml1909]

People can be so quick to post their complaints for everyone to see, so thought I'd make the effort to give some positive feedback about my recent experiences! I've been so impressed with Pro Lite, I really wanted to share this other cyclists.

Bought some Pro Lite Braccianos to replace my Mavic Kysrium Elites. (I'm a commuter who likes to push himself on the route home and I enjoy the occasional long ride at the weekend). I wanted to buy some light and strong wheels but didn't want to spend a fortune.

I read some amazing reviews about the Pro Lites, eg: http://road.cc/content/review/6577-pro-lite-bracciano-wheelset

I hadn't come across Pro Lite before, but for less than £300, I thought I'd give them a whirl. They arrived and although I only used them for 2 weeks, I really liked them. Light but firm. Very impressed. They are as good as the reviews suggest - seriously good, hand-made wheels. I will not be buying Mavics again, that's for sure.

On Sunday, I had an "off" - hit a high kerb at speed and went over the handlebars. The front wheel was buckled beyond repair. I didn't want to buy a complete set of wheels (front and back) and I searched in vain on the web for a new rim. I was gutted because I had bought new wheels specially for my long-awaited ride to Paris this weekend....

I emailed Pro Lite. They are based in Taiwan and I wasn't expecting a reply. Within 5 minutes I was contacted by the CEO of Pro Lite, Steve Fenton. He's an ex pro rider. He certainly knows his stuff when it comes to bikes and he knows even more about customer service....

He happened to be flying from Taiwan to London this week on business and he offered to bring new wheels with him straight from the factory! The rim doesn't have the decal, but he said he'd arrange for it to be sent to me by airmail. I don't know exactly what he's brought with him, but he said that he's got a couple of big cartons for me and he's thrown in some "freebies" as well. He's sending the boxes directly to my home ... just in time for me to ride to Paris this weekend!

Completely blown away by this amazing customer service - absolutely outstanding!

(And no, before anyone asks, Steve is not a relation of mine and I'm not a shareholder in Pro Lite!!!)

 

[fossala]

Well that is surprising, good job pro lite!

 

[ianrauk]

Blimey....that's what you call top notch service. Let's us know what's in the box..

 

[User482]

It's great that they've done this for you. Mind you, the luddite in me says that if you'd bought handbuilt wheels, a replacement rim would be available in any decent bike shop.

 

[eml1909]

User482 - I know what you mean. I suppose that's the price you pay for not buying from the "big boys". That said, I strongly suspect that if Steve hadn't been on his way to the UK, he'd have just posted it out to me direclty from Taiwan or he'd have arranged it for me to be sent by one of his UK suppliers. I can honestly say that I've never had such impressive customer service, bike-related or otherwise.

According to something I read on the web, Steve personally checks 95% of all emails sent to Pro-Lite - which suggests to me that he's someone who is seriously committed to the success of his business!

I very much doubt that I'd have received the same treatment from Mavic, Campag, Ritchey or the like ....

 

[Mr Haematocrit]

Great to hear news like this

 

[montage]

Good customer service, but avoid their gavia wheels - they are crap. Only heard good things about the braccianos