First I would like to start by saying that I absolutely love my Elka shock. I rode it all last year on my Morewood Makulu, and it is by far the best shock that I have been on. I had a good experience when first getting the shock as I needed a different spring weight. I contacted the company on the phone, made the order, and the spring was delivered quickly the same week.
My problem now lies with my latest and frustratingly still ongoing experience. I sent my shock into Elka to get serviced, express post to ensure it got there quickly. I had phoned prior to shipping to enquire about some details on the accompanying service order sheet and was told that I would be contacted as soon as they received it in the mail. It shipped out on a Wednesday, and Canada Post tracking showed that it arrived on the Friday. The following week, having received no confirmation, I phoned to ensure that they did indeed receive it. They told me that it was there and should get to it sometime the next week.
Following week, no word. So I phone, leave a message. Customer service then leaves a message on my phone the following day to have me phone the service department to find out about my shock. So I do, that day, and have to leave another message enquiring about my shock, yada yada, please phone me back. No call. I phone again the next day and this time succeed in talking with the service department. I'm put on hold while they find my info. They say they will phone me back with a quote for the work. I have to ask when it's going to happen, as that's all I'm really concerned about. Three weeks is a little long, but I'm prepared to wait provided that they let me know that they're busy and when I can expect to have my shock. So I ask, and they tell me either today or tomorrow.
So here I sit, the end of "tomorrow", with no word back. I am not happy, cancelled a Whistler trip as I still have no shock on my bike, and perhaps worse, no real clue as to what is going on with it or when I can expect it back. Now I'll be finding a different option for the next time I need my shock serviced.
My problem now lies with my latest and frustratingly still ongoing experience. I sent my shock into Elka to get serviced, express post to ensure it got there quickly. I had phoned prior to shipping to enquire about some details on the accompanying service order sheet and was told that I would be contacted as soon as they received it in the mail. It shipped out on a Wednesday, and Canada Post tracking showed that it arrived on the Friday. The following week, having received no confirmation, I phoned to ensure that they did indeed receive it. They told me that it was there and should get to it sometime the next week.
Following week, no word. So I phone, leave a message. Customer service then leaves a message on my phone the following day to have me phone the service department to find out about my shock. So I do, that day, and have to leave another message enquiring about my shock, yada yada, please phone me back. No call. I phone again the next day and this time succeed in talking with the service department. I'm put on hold while they find my info. They say they will phone me back with a quote for the work. I have to ask when it's going to happen, as that's all I'm really concerned about. Three weeks is a little long, but I'm prepared to wait provided that they let me know that they're busy and when I can expect to have my shock. So I ask, and they tell me either today or tomorrow.
So here I sit, the end of "tomorrow", with no word back. I am not happy, cancelled a Whistler trip as I still have no shock on my bike, and perhaps worse, no real clue as to what is going on with it or when I can expect it back. Now I'll be finding a different option for the next time I need my shock serviced.
