Saris Cycling Group, Inc.

I receive a letter with Mr*** response to our commentsThough I understand his frustration, we as a company do not believe it is unreasonable to read the manual for a product to ensure you are using is safely and appropriatelyAs for his comment that our website does not call out the guide, as you can see from the screen shots, we do have the fit guide right at the top of our home page, and we have a call out for it on every trunk rack product page. Home Page: Product Page: From: Lauren Hannes Sent: Friday, August 4, 1:PMTo: '[email protected]' Subject: Revdex.com claim #12303092 Kim, We received your letter regarding Mr*** issue with our trunk rackAfter reviewing the notes on our end, it appears that Mr*** was using our Saris Sentinel trunk rack on a vehicle that it was not approved for use onUnfortunately it is nearly impossible to make a bike rack that fits every single car on the market, so to ensure safety we test every model of rack on every make, model, and year of vehicle before approving or denying a fitWe have this information readily available to retailers who sell our product, we list it on our website in several places, and we call it out in our manuals on the front page, under the cautions, and also under the disclaimer section (manual attached below). https://www.saris.com/uploads/PDF/Manuals/Sentinel/1051-1052-Sentinel.pdf

Thanks for reaching out with our letting and letting us know about Mr*** complaintThough I have not spoken with Mr*** personally, I have reached out to better understand what issues he is havingMy understanding of the situation is that he bought an indoor cycle that we stopped
manufacturing about years agoThe item was a floor/demo model, and should have been sold “as is” by the shop, as they were offering it for 60% off MSRP of the itemWhen he got his bike, he began having issues with connectivity and functionality and our CS team has sent him several parts under warranty to try and get the bike up and running. From the email the CS team has, the customer was told to remove the battery on the Joule unit and when he did so, he ended up pulling wires apart, which rendered the Joule uselessAs a point of fact, the Joule has not been manufactured in several years and we do not have supplies to keep that unit going, as we have not sold one since I believe we offered Mr*** a reasonable discount on a different yet compatible head unit, which he was happy to pay for at the time, but now is coming back to you folks saying he would like a replacement bikeI am not sure that there is any issue with the bike itself, but have not verified that with Mr*** quite yetI have reached out to him asking to have him contact me (I am the customer service manager) so that we can find out in detail what is wrong with the bike and if we are able to get it up and runningI am confident that with some precise troubleshooting we can get the bike working as it should. As I have not heard back from Mr*** yet, I do not have complete resolution on the situation, but am happy to keep you informed as we move through this process with himIf you need any more information or detail, please let me know. Thanks,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have called and sent several emails to [redacted] of Saris Cycling Group Customer Service Manager to date she has not called or responded to my emails. She takes no responsibility. The cycle " Should have been sold as is ", but it wasn't. They sent a part for a different model. Over the phone I was instructed to disassemble the computer to try and repair it which was unsuccessful as I'm not a technician. I was never HAPPY about this as that makes no sense, I am at the mercy of Saris Cycling Group as they are the only people that can resolve this. Its like buying a new car the outgoing model and the computer goes out and they say well it was on sale so we wont be honoring a warrantee but we'll try to talk you through a repair or sell you parts and duct tape for the latest model at a discount so be happy with that. If you buy something and the manufacturer cant repair it, it only makes sense to either replace it or refund the cost. That's all I'm asking.     
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not believe adaquent warning of the potential for damage was conveyed. The packaging does not indicate anywhere the need to check a fit guide. Once again, expecting the customer to purchase the product, read the manual, and then call the number listed to see if the product works for their vehicle is beyond unreasonable. The packaging states "fits most sedans" and if did "fit" my sedan, what it didn't state was the possibility of damaging it even if it did fit. Contrary to Saris's response, no where on their website does it list a compatibility guide or the need to check compatibility. 
Regards,
Zach [redacted]

We received your notice of complaint from [redacted] and appreciate his frustration.  There was a delay in our getting notification of the issue initially as we have instituted a new web site for service requests and are still working out the bugs.  I received your notice on...

Monday the 17th and as you can see per the attached e-mail thread, we were having discussions before we got your notice, with the customer on November 13 trying to resolve the situation.  This was the same day as the complaint was logged with you.  As we do sell worldwide, we were not clear about where he was located.  Once we determined he was in the UK, we got our UK distributor/service center provider involved.  They have been in contact with Mr. [redacted] and he should be taken care of at this point. We take a great deal of pride in our customer service as evidenced by our rating with the Revdex.com and the fact that I believe  this is only the second issue logged with you in our 40 years of doing business.  Sometimes when dealing with issues overseas, issues just take a bit more time to process.  We are always looking to improve and thank Mr. [redacted] for his input in helping with this.  Please let me know if you need anything additional. [redacted]Saris Cycling Group[redacted] A/R, Traffic Manager, & Product Liability[redacted] 
[redacted] * [redacted] * [redacted]

We received your letter regarding Mr. [redacted] issue with our trunk rack. After reviewing the notes on our end, it appears that Mr. [redacted] was using our Saris Sentinel 2 trunk rack on a vehicle that it was not approved for use on. Unfortunately it is nearly impossible to make a bike rack that fits...

every single car on the market, so to ensure safety we test every model of rack on every make, model, and year of vehicle before approving or denying a fit. We have this information readily available to retailers who sell our product, we list it on our website in several places, and we call it out in our manuals on the front page, under the cautions, and also under the disclaimer section (manual attached below).  https://www.saris.com/uploads/PDF/Manuals/Sentinel/1051-1052-Sentinel...⇄ /> Customer Service Representative ManagerSaris Cycling Group [email protected]: (608) 274-6550saris.com | sarisparking.com | cycleops.com | powertap.com

This has been Resolved

We have been in touch with Mr. [redacted] many times since this complaint was filed. See attached for phone logs and emails.Mr. [redacted] is happy with how we resolved the issue.

Review: I own a CycleOps PowerBeam Pro cycle trainer that is malfunctioning. It is covered by a lifetime warranty. However, when I enquired to their customer service online, I was asked by the customer service agent [redacted] at the customer service location in Madison, Wisconsin, when I purchased the trainer.

I sent back a reply with the purchase date, along with answers to his other questions. I haven't heard from him or anyone from customer service since. This is a breach of contract issue concerning their lifetime warranty on my trainer.

I am not at all happy with their refusal to reply. I want to know what they are going to do to get my trainer working again.Desired Settlement: I want my trainer working again. The trainer no longer sends a reliable signal to either to my supplied cycle computer that came with the trainer, or, the software I use that was supplied by the Company. It clearly needs replacement. It is no longer useable.

There is an CycleOps authorised service centre within twenty miles of my residence that may be able to sort out this problem.

I want this company to back what they make and sell. An apology is in order as well.

Business

Response:

We received your notice of complaint from [redacted] and appreciate his frustration. There was a delay in our getting notification of the issue initially as we have instituted a new web site for service requests and are still working out the bugs. I received your notice on Monday the 17th and as you can see per the attached e-mail thread, we were having discussions before we got your notice, with the customer on November 13 trying to resolve the situation. This was the same day as the complaint was logged with you. As we do sell worldwide, we were not clear about where he was located. Once we determined he was in the UK, we got our UK distributor/service center provider involved. They have been in contact with Mr. [redacted] and he should be taken care of at this point. We take a great deal of pride in our customer service as evidenced by our rating with the Revdex.com and the fact that I believe this is only the second issue logged with you in our 40 years of doing business. Sometimes when dealing with issues overseas, issues just take a bit more time to process. We are always looking to improve and thank Mr. [redacted] for his input in helping with this. Please let me know if you need anything additional. [redacted]Saris Cycling Group