Anyone ever have problems with Race Face during a warranty claim? I had a terrible customer service experience with them, and I'm curious to hear if anyone else has ever had a bad experience with them. 
I sent in a crank arm that had the one of the 4 spider arms of the drive side crank arm bend during normal riding in 04, and they agreed to warranty it. I contacted the shop I bought it from, and they suggested I use the online warranty submission area of RF's website, as if I sent it to the shop first and they submitted it for me, it would only delay the process. (I moved recently, and don't live near the shop). Filled out the form, and they gave me a RMA #. I sent it in, and did not hear from them for 1 ½ months. Not a we received your package or any kind of confirmation whatsoever. (I shipped it insured / signature, so I know they received it before then). I sent an email to them, looking for a status / tracking number, and they indicated they would look into the status. Two weeks go by, and I have not heard anything. I email back again, and they state it was shipped on 1/30/05, and must have got lost at the border. They said they would ship another and provide a tracking number. After another week goes by, and I dont have a tracking number, I email back wondering where the tracking number might be. They reply it was sent on 3/24 and they will supply a tracking number shortly. I get a tracking number a week later, as it was not shipped as they stated, but was shipped the following week. It finally comes, but it is a different crank arm then I sent in, (sent a Prodigy DH-received the new model), and they did not return my bash guard and ring. Maybe I should have removed the bash guard and 32t ring before sending it, but I did not.. There is nothing on their website that states they do not return chain rings or bash guards that are sent in during warranty claims, but someone in their tech services area indicated it was my fault for sending them in, and its their policy not to return them.
Should I feel like I was shafted in this whole process? Am I wrong for expecting they would return the bash guard and ring I sent in? Granted they are a big company, but shouldnt they make this order right and send me the same products I sent in? Now because of a warranty claim, I have to pay $30 for a new ring and about the same for a bash guard. This sucks. :mumble: :mumble: :mumble:
I sent in a crank arm that had the one of the 4 spider arms of the drive side crank arm bend during normal riding in 04, and they agreed to warranty it. I contacted the shop I bought it from, and they suggested I use the online warranty submission area of RF's website, as if I sent it to the shop first and they submitted it for me, it would only delay the process. (I moved recently, and don't live near the shop). Filled out the form, and they gave me a RMA #. I sent it in, and did not hear from them for 1 ½ months. Not a we received your package or any kind of confirmation whatsoever. (I shipped it insured / signature, so I know they received it before then). I sent an email to them, looking for a status / tracking number, and they indicated they would look into the status. Two weeks go by, and I have not heard anything. I email back again, and they state it was shipped on 1/30/05, and must have got lost at the border. They said they would ship another and provide a tracking number. After another week goes by, and I dont have a tracking number, I email back wondering where the tracking number might be. They reply it was sent on 3/24 and they will supply a tracking number shortly. I get a tracking number a week later, as it was not shipped as they stated, but was shipped the following week. It finally comes, but it is a different crank arm then I sent in, (sent a Prodigy DH-received the new model), and they did not return my bash guard and ring. Maybe I should have removed the bash guard and 32t ring before sending it, but I did not.. There is nothing on their website that states they do not return chain rings or bash guards that are sent in during warranty claims, but someone in their tech services area indicated it was my fault for sending them in, and its their policy not to return them.
Should I feel like I was shafted in this whole process? Am I wrong for expecting they would return the bash guard and ring I sent in? Granted they are a big company, but shouldnt they make this order right and send me the same products I sent in? Now because of a warranty claim, I have to pay $30 for a new ring and about the same for a bash guard. This sucks. :mumble: :mumble: :mumble:
neaky:
