Dromen
08-12-2014, 11:26 AM
I'll try to keep this brief as possible....
2ish years ago, bought a 4 yo NIB Brooks Ti Swallow from a forumite. It never held tension and collapsed with in 20 miles of riding after each tensioning until i had no threads left to tension.
I contacted Brooks for warranty/service/advice. They informed me of its out of warranty status but offered to 're-skin' the saddle for $100ish bucks plus shipping. They also offered to hand select a stiff/thick hide as an added measure to avoid slackness when marrying me 180# hide to the swallow.
Jump ahead a year or so, first ride on saddle(80 mi), the saddle was kinda pinching near the finish and when i inspected the saddle post ride notices one side had collapsed/dented(see pic). I emailed Steven @ Brooks, my contact throughout this process, and after a third request for assistance, he suggested one full turn of tensioner. Following instructions, this had no effect on the saddle. After 2 more attempts for additional assistance/suggestions, Steven finally responded with, possibly this is not the right saddle for you, may i suggest a Swift or Team Professional. 3 weeks & 2 responses later letting him know i have 2 other Swallows that are perfect and have never needed tensioning and a "why are you ingnoring me" email, i am just getting ready to send a 3rd ··· email.
For an old school company(i know they are part of big corp now) with a loyal following that charges very premium prices for there product, should i expect the highest level of customer service for one of their proven products that is "under performing". Heck I get solid service from Chainlove, Backcountry, Leftlane, etc for deeply discounted products they had no hand in producing.
What would you do? Would like to talk to someone on the phone in USA...anyone have a contact?
2ish years ago, bought a 4 yo NIB Brooks Ti Swallow from a forumite. It never held tension and collapsed with in 20 miles of riding after each tensioning until i had no threads left to tension.
I contacted Brooks for warranty/service/advice. They informed me of its out of warranty status but offered to 're-skin' the saddle for $100ish bucks plus shipping. They also offered to hand select a stiff/thick hide as an added measure to avoid slackness when marrying me 180# hide to the swallow.
Jump ahead a year or so, first ride on saddle(80 mi), the saddle was kinda pinching near the finish and when i inspected the saddle post ride notices one side had collapsed/dented(see pic). I emailed Steven @ Brooks, my contact throughout this process, and after a third request for assistance, he suggested one full turn of tensioner. Following instructions, this had no effect on the saddle. After 2 more attempts for additional assistance/suggestions, Steven finally responded with, possibly this is not the right saddle for you, may i suggest a Swift or Team Professional. 3 weeks & 2 responses later letting him know i have 2 other Swallows that are perfect and have never needed tensioning and a "why are you ingnoring me" email, i am just getting ready to send a 3rd ··· email.
For an old school company(i know they are part of big corp now) with a loyal following that charges very premium prices for there product, should i expect the highest level of customer service for one of their proven products that is "under performing". Heck I get solid service from Chainlove, Backcountry, Leftlane, etc for deeply discounted products they had no hand in producing.
What would you do? Would like to talk to someone on the phone in USA...anyone have a contact?