A while ago, I ordered some SKS mudguards (fenders, as they call them) for my Inflite 8. They took quite a while to arrive, due to waiting for enough to order from SKS, as they are designed specifically for the bike, they say.
Anyway. Eventually, a huge box turned up with a pair of mudguards and several bags of nuts, bolts, washers and odd plastic pieces, plus the stays. (and masses of bubblewrap)
No fitting instructions though.
I faffed around for a while but couldn't work out which bit went with what. I phoned Canyon UK for a chat, and the chap said there should be instructions on the site. He checked, but as I'd mentioned to him, there aren't any. He sent me a link to Evans video to help me fit them. (I'd already found this vid during my fruitless search for help.)
I mailed Canyon again, as the vid was sort of helpful, but not totally.
The following day, another chap phoned me to see what help I needed and offered to talk me though it. I said that I was really surprised that no instructions are included with them.
The following day, I received another email from Canyon UK with the following link:
~~Canyon linky~~
They must have realised the lack of instructions on the site and wrote one up just for me (and everyone else who needs help fitting them)
That's good customer service, I reckon!
Problems happen. They always will, but it's the way a company reacts that matters.
Anyway. Eventually, a huge box turned up with a pair of mudguards and several bags of nuts, bolts, washers and odd plastic pieces, plus the stays. (and masses of bubblewrap)
No fitting instructions though.
I faffed around for a while but couldn't work out which bit went with what. I phoned Canyon UK for a chat, and the chap said there should be instructions on the site. He checked, but as I'd mentioned to him, there aren't any. He sent me a link to Evans video to help me fit them. (I'd already found this vid during my fruitless search for help.)
I mailed Canyon again, as the vid was sort of helpful, but not totally.
The following day, another chap phoned me to see what help I needed and offered to talk me though it. I said that I was really surprised that no instructions are included with them.
The following day, I received another email from Canyon UK with the following link:
~~Canyon linky~~
They must have realised the lack of instructions on the site and wrote one up just for me (and everyone else who needs help fitting them)
That's good customer service, I reckon!
Problems happen. They always will, but it's the way a company reacts that matters.
They are going to throw in a free messenger bag to try and make up for it. Although I really want the bike to get a few pre-winter miles in at least they are trying to make up for it. I guess I should be glad it is not a musette they are sending me.
