Carl Strong "Pursuit" customer service

[mcteague]

I have already extolled the great interaction with Carl during my Pursuit purchase but I wanted to relay this update. Prior to going with SRAM I read a lot about chain drop but was told, by SRAM and others, that proper FD setup was all that was needed. After a couple hundred miles and no drop I was reassured. However, all of the sudden, it dropped and jammed between the BB and chainset. In the old days I could just shift it back to big ring and not stop. This time I had to get off and really pry the chain out. I figured maybe I hit a bump or something but it happened again on a smooth road while I was actually looking down, being a bit paranoid now.

So, I checked with SRAM about chain keepers and they say that no one they know needs or uses them. K-Edge told me they only work with some FD clamps and the SRAM one Carl uses is not one of them. I reached out to Carl and here is where I was really impressed. He said he would buy a couple of K-Edge keepers and figure out how to make it work. AND he would send it to me no charge! I told him to charge me anyway but he did not.

A few days later he sent me the photo below. He machined a divot in the K-Edge part that mounts on the FD bracket as the SRAM clamp has a protrusion there. It all worked fine, he said, and was on its way to me. It came yesterday and I had it installed in minutes. The keeper arm is super solid and I can't see it moving inward at all. Just amazing customer service and just one more reason to go Pursuit if you are considering a custom bike.

Tim

[Wakatel_Luum]

Well done! Great result and pleasing to read how helpful people can be.

[oldpotatoe]

Prior to going with SRAM I read a lot about chain drop but was told, by SRAM and others, that proper FD setup was all that was needed. After a couple hundred miles and no drop I was reassured. However, all of the sudden, it dropped and jammed between the BB and chainset. In the old days I could just shift it back to big ring and not stop. This time I had to get off and really pry the chain out. I figured maybe I hit a bump or something but it happened again on a smooth road while I was actually looking down, being a bit paranoid now.

So, I checked with SRAM about chain keepers and they say that no one they know needs or uses them.

Be willing to bet the boys on the pro tour with sram and probably others with the other 2 kits, 'use them'..

Ha! Hilarious.

The flip side of customer service.

"Why, we have NEVER heard of ANY problem".....

[kiwisimon]

knew this was a positive story before I clicked.

[vespasianus]

Great story and another Strong reason to choose a Pursuit for someones next frame!

[AngryScientist]

Good to hear that customer service is still alive and well in some corners of the bike business !

Originally Posted by mcteague

So, I checked with SRAM about chain keepers and they say that no one they know needs or uses them.

Ha! Hilarious.

The flip side of customer service.

[Bob Ross]

[X] Like

[callmeishmael]

Superb customer service.

On another note, I do wish someone would figure out the AXS FD problem.

[nickl]

Originally Posted by kiwisimon

knew this was a positive story before I clicked.

Positive regarding Strong, quite the opposite for SRAM.

[madsciencenow]

I once sent a note to Carl about a bike that I purchased off of PL that I picked up second hand about the geo. Within 15 minutes he responded. I was blown away. I've also pinged Carl multiple times over the years about getting into his queue and each time the response time and level of detail have been off the rails.

What you described is above and beyond but doesn't surprise me.

[flying]

Looks like Carl is planning to retire
I didn't know that

[slowpoke]

Originally Posted by flying

Looks like Carl is planning to retire

To expand on this, Carl and Loretta are shifting their focus to Pursuit Cycles (carbon).

[tctyres]

I'm not surprised. Carl seems like an ace.

Originally Posted by flying

Looks like Carl is planning to retire

He closed down the main shop and is filling remaining orders. He's doing strategy and guidance for a carbon frame company. His machine shop is behind his house now. Both of these free up his time considerably.

[flying]

Originally Posted by slowpoke

To expand on this, Carl and Loretta are shifting their focus to Pursuit Cycles (carbon).

Originally Posted by tctyres

I'm not surprised. Carl seems like an ace.
He closed down the main shop and is filling remaining orders. He's doing strategy and guidance for a carbon frame company. His machine shop is behind his house now. Both of these free up his time considerably.

Ah thanks for the updates

[mcteague]

Originally Posted by callmeishmael

Superb customer service.

On another note, I do wish someone would figure out the AXS FD problem.

I have found that once chains went to 11 and 12 speed I had far more chain drops. Sort of figures as narrower chains may be more flexible. On my Campy 11s and 12s bikes I was able to install Deda Dog Fangs to solve that issue. I told the SRAM support person that if the FD shifted perfectly about 99% of the time the setup was unlikely to be the cause of the drop. They disagreed but were polite about it. And they have always responded to e-mails in a reasonable period of time.

The real worry with the Pursuit bike is that the chain wedged itself between the chain ring and carbon BB. Its hard to see but the paint did get a bit scraped. On another instance of great customer support I e-mailed Ollie @ Dark Matter Finishing, they painted the Pursuit, asking for touch-up paint recs. He said he would mix up a small bottle of paint and send it to me. With all the bad news in the world these little rays of sunshine really make me smile.

Tim