HOPE Customer service...

[Panter]

Probably explains it better if I just copy part of my email to them here...

Hi,

I lost the screw-on cover to my Hope light during my commute on Tuesday and emailed you to enquire as to the cost of a replacement.
Within a minute I had a reply stating that one would be sent out FOC if I supplied my address.

I was very impressed and just hoped that delivery wouldn’t take too long…

To cut it short, the replacement part landed on my doormat the very next day, less than 24Hours after my email.
I am extremely impressed with your level of customer service and just wanted to pass on this quick note of thanks.
I am now another loyal Hope customer

 

[jig-sore]

this sort of service can win you a lot of loyalty if you can afford to do it.

good on them

 

[upsidedown]

You always hear of service like this from the top end brands; Hope, Ay-Up, Carradice. It would be nice if other manufacturers and retailers opened their eyes to the concept of earning customer loyalty.

 

[Globalti]

This is typical of Hope, they really are all-round good blokes. I organised a club tour of the factory here in Lancashire and we enjoyed it immensely; to say we were like kids in a sweet shop is an understatement. It wasn't only the tasty bits and pieces lying around in profusion, it was the CNC machines they have and the quality of their manufacturing setup.

I wonder if they'll ever branch out into road bike equipment?

 

[fossyant]

They do headsets and BB's - if I ever get another machine, those will be on the list. Onc eof my Hope 1 went faulty last year, replaced straight away by Wiggle, but I also sent an email to Hope asking if they had had the same issue (light wouldn't switch off and went into some 'overdrive' mode - i.e. got very hot).

Hope emails straight back...."not aware of any issues, but that won't happen again" - i.e. any fauly unit they will replace.

It's good to get companies like this, just little gestures builds big customer loyalty. Hmmm what to do with my old HED Jets hith Hope Titanium hubs......