Posts
200
Joined
5/7/2013
Location
Grand Rapids, MI
US
Hey All,
Not many people post on here when things go right, but here is a feel good story that I just had over this weekend.
Back in May, I saved up my pennies for a brand new helmet to replace my Troy Lee SE4 Carbon. Purchased a brand new TLD SE5 Carbon from Rocky Mountain ATV. Upon receiving the helmet it was apparent that it was damaged. There were scuffs and scrapes on the side of the helmet from where it looked like goggles were mounted, the nose area had big cuts, and a myriad of other cosmetic issues. Looked to be a floor model or a display. The box it came in had some weird orange and pink stickers on it. After 6 weeks of back and forth between warranty with RM, two of which they completely stopped replying to emails, I received a brand new TLD SE5 Carbon to replace my defective one. Upon opening this one which again had weird stickers on it, the helmet was damaged. Bubbled-up paint, chipped paint, peeling clear coat, more scuffs. I was livid. Instead of wasting another six weeks with RM customer service warranty department, I shot an email out to TLD directly. Within an hour, ON A SUNDAY!!!!!!, I had a response back from a customer service agent, and after a few back and forth emails, I have a new helmet coming directly from the factory. It took TLD 1 hour to resolve this issue compared to 6 weeks! I knew TLD was awesome before, but now they have a customer for life. I will be ordering directly from them from now on for my moto and MTB gear and won't be using the aforementioned company again. If anyone from TLD goes on here, YOU GUYS ROCK!!!!!
Not many people post on here when things go right, but here is a feel good story that I just had over this weekend.
Back in May, I saved up my pennies for a brand new helmet to replace my Troy Lee SE4 Carbon. Purchased a brand new TLD SE5 Carbon from Rocky Mountain ATV. Upon receiving the helmet it was apparent that it was damaged. There were scuffs and scrapes on the side of the helmet from where it looked like goggles were mounted, the nose area had big cuts, and a myriad of other cosmetic issues. Looked to be a floor model or a display. The box it came in had some weird orange and pink stickers on it. After 6 weeks of back and forth between warranty with RM, two of which they completely stopped replying to emails, I received a brand new TLD SE5 Carbon to replace my defective one. Upon opening this one which again had weird stickers on it, the helmet was damaged. Bubbled-up paint, chipped paint, peeling clear coat, more scuffs. I was livid. Instead of wasting another six weeks with RM customer service warranty department, I shot an email out to TLD directly. Within an hour, ON A SUNDAY!!!!!!, I had a response back from a customer service agent, and after a few back and forth emails, I have a new helmet coming directly from the factory. It took TLD 1 hour to resolve this issue compared to 6 weeks! I knew TLD was awesome before, but now they have a customer for life. I will be ordering directly from them from now on for my moto and MTB gear and won't be using the aforementioned company again. If anyone from TLD goes on here, YOU GUYS ROCK!!!!!
Amazing stuff.
I’ve got over a year in the New Scout SE gear: best pants I’ve worn.
Ever
Couple hours later the local TLD rep I know hit me up asking what happened. I had another one a couple days later. The gear is legit and the service is awesome.
Glad they took care of you. Wish more companies did the right thing like that.
Post a reply to: Troy Lee Designs Customer Service - Awesome!