I have a Topeak beam rack for my bike – it’s a rack that attaches via quick-release to my seat post and allows me to carry a case with my gym stuff in it. It’s a superbly designed accessory, especially the fact that it’s so easy to attach and remove from my bike.
Anyway, I’ve owned this rack for 18 months or so and I noticed the bungee part of the rack seemed to be wearing out and getting ready to break. So, I sent Topeak an email at 9:04AM today, asking how one goes about ordering a replacement.
And at 9:05AM, I received a reply from Nick at Topeak with specific instructions on how to do exactly that. That’s right – I received a reply to my email within one minute of sending it. I called the 800 number he provided, spoke with a very efficient woman at Topeak who took my order for a new bungee and it’s being sent to me presently.
So, within ten minutes of contacting Topeak by email, not only had they answered my question, they had fulfilled my request for a replacement bungee (and it only cost $6). While this is first and foremost a tribute to some fine customer service on the part of Topeak, it’s also a rather sad commentary on the general level of service I am accustomed to receiving. What Topeak did was straightforward and something they likely do every day – it really shouldn’t even be remarkable, since nothing I sought from this interaction was unusual.
But for so many other businesses, even responding to a customer inquiry is too much to ask for. I recently attempted to contact JayBird regarding some of their Bluetooth headphones I own – I’ve been having trouble with them holding a charge. I submitted my inquiry online – and the site told me to expect a reply within 24 hours. That was several weeks ago and I’ve heard nothing… and I’ve since purchased new Bluetooth headphones from one of their competitors.
So, good job Topeak! And, even though I generally frown upon the inclusion of literary quotations in email signatures, I couldn’t help but smile at the one that Nick from Topeak used:
“Today you are You, that is truer than true. There is no one alive who is Youer than You.” – Dr. Seuss
It's a Complete Outrage 