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A Tale of Two Vendors...(9 posts)

A Tale of Two Vendors...jromack
Jul 31, 2002 9:34 AM
I have a problem with my Look pedals and contacted their US rep, Veltec Sports. It took them 2 weeks and numerous e-mails just to give me an RMA number. The pedals have been at their repair facility for almost two weeks and I have no feedback. They don't answer my e-mails.

Lst week I got a tear in my Voler shorts. They were repaired for free and sent back in 24 hours plus a free gift was included.

Why are some companies so incompetent? What's the phone numebr for Shimano pedals?
re: A Tale of Two Vendors...tarwheel
Jul 31, 2002 10:10 AM
I sent Look an e-mail seeking a solution to the infamous squeak in their pedals. They never responded, which I interpreted to mean that there is no solution. I guess Look customer service is comparable to the reputed "friendliness" of the French toward visitors.

My experiences with Voler are comparable to yours -- always topnotch quality and service.
Squeeky Looksjromack
Jul 31, 2002 10:21 AM
There are a few "fixes" to the problem.

One is a dab of silicone grease on the front lip of the pedal where it contacts the leading edge of the clip.

Another is to use soap instead of grease.

My fix was to apply a piece of UHMW anti-friction film. I may have to market this solution.
Thats probably because theregrandemamou
Jul 31, 2002 11:19 AM
is no permanent fix. Some models are worse than others. 357's are horrible. I have tried soap and every lube imaginable. The only thing that will "fix" it is new cleats. Problem is they start squeeking again after a few hundred miles.

FWIW, I had a problem with the bearings sticking on the 357's. Dropped them by the LBS and had a new pair in a couple of weeks.
Veltec has always been great in my experience...miposy
Jul 31, 2002 11:12 AM
...and also that of my riding crew.

I don't know what the problem with your pedals was, or the tenor of your communication with Veltec, but your experience with them is not consistent with how I know Veltec.

As for your pedals, the favorites in my crew are Campy, Shimano, and Speedplay.

Good luck!
Veltec is just slow...jromack
Jul 31, 2002 11:35 AM
They are sending new pedals, it just took way too long.

A repeated lack of response to e-mails is not acceptable.
You are right...miposy
Jul 31, 2002 11:48 AM
I think Veltec is just too busy to have email. I have noticed this with other companies as well. They don't have the staff to handle the volume of email they receive, for whatever reason, good or bad, and take a long time to return them (if at all). This creates a condition where bad experiences for customers are sure to happen.

I have noticed more and more companies removing email as a way to address customer service issues, and I actually don't think it's that bad an idea. People who really need customer service will call or write, and you remove the possibility of somebody "misunderstaning" the tone of an email, another common occurance.

The trick with Veltec is to always call on the telephone. Once you get a guy on the line, they always treat you right, and they are pretty good about returning messages.
Veltec, super response to problemsLuis
Jul 31, 2002 1:31 PM
I've had problems with a couple of pair of Sidi shoes over the last two years and have phoned Veltec and gotten excellent responses, including immediate shipment of repair parts. They're tops in my book.
Veltec, super response to phone!jromack
Jul 31, 2002 2:34 PM
That was my error, using e-mail.

I phoned them today and got what I needed. Turns out it was just figuring out what method of communication works best!