Props, once again, to Salsa Cycles

[TBMD9er]

With all the negative posts about someone not getting their Chinese carbon frame replaced or waiting 12 years for their custom frame and such, I thought a would post a feel good story. I’m sure there are more of these out there, but people seem more likely to rant than praise. So here is my story. After 2 ½ seasons as my go to desert bike for adventures in southern Utah and Colorado, my beloved Salsa Big Mama gave up the ghost this spring. So I disassembled her and brought it to my favorite LBS in Salt Lake, Cyclesmith (a fantastic LBS by the way) on Monday April 9th, who contacted Salsa right away to start the warranty process. The frame was sent back to Salsa for inspection as a formality, but even before it arrived I received an e-mail from Andy at Salsa saying to start checking out either the Spearfish or Horsethief frames for my warranty replacement. Andy then had a Horsethief frame overnighted on April 19th for delivery on the 20th. That’s 10 working days from dropping it off at the shop until delivery. Unfortunately, that is not quit the end of the story. UPS somehow managed to lose the frame, tracking showed it out for delivery on the 20th but it never showed up anywhere. Andy immediately had a tracer put on the UPS shipment, and a couple of days later when we realized finding it anytime soon was a lost cause, and rather than me having to wait until all the claims were filed, he overnighted me a second frame. So customer service is still alive and well, at least with Salsa.
The puzzling part is how does a shipping company misplace a frame, it is not a small box. My guess is the driver left it on the roof of the cab while making another delivery, I can’t tell you how many coffee mugs I’ve lost this way. Any other guesses?

[PeT]

Nice story about Salsa. I'm looking to buy a cross bike made by them and this reinforces my desire for one of theirs. As to UPS losing it, could it have been lifted off your door step when they dropped it and ran? I spent the entire day working from home so I could meet the FEDEX guy when he dropped off my son's new alpine skis (end of season closeout!), and that multi-hundred dollar box was dropped on the doorstep and he was driving off before I even made it to the door after the bell rang. Random guy walking by could have put it on his shoulder and been gone pretty quickly...

[scottie mac]

Someone close to the same address as the LBS got themselves a nice new bike frame, lol.

Awesome to hear about good customer service, especially on something as expensive as a bike frame.

Scottie

[edapp]

That is good to hear. You have to love supporting companies with service like that. I will certainly consider them in the future

[Adroit Rider]

I had a similar deal with a flange crack on a Bontrager RXL that was arguably over five years old. The shop and Trek came through with a brand new wheel real quick.

[cackalacky]

Wow, full warranty coverage, not just a discounted crash replacement? That's awesome. Where did it break? I've got a Dos Niner that is getting up there in years. No warranty on it unfortunately, as I bought it second hand.

[TBMD9er]

The frame was being delivered to the bikeshop, so someone would of had to sign for it. The tracking never showed it delivered anywhere. Salsa is great like that, I had the same response when my Dos Niner failed.

[CommuterBoy]

I was about to post a thread about how awesome Salsa was too... UPS dropped off a brand new frame from Salsa that I didn't even order! They must do some serious market research to know that it was just what I wanted without me ever contacting them.

[TBarnaby]

Nice story. I feel better about the 3 Salsas I just bought for myself and my wife. Aside from them being a standup company, they are just COOOOL too!

[TBMD9er]

I was about to post a thread about how awesome Salsa was too... UPS dropped off a brand new frame from Salsa that I didn't even order! They must do some serious market research to know that it was just what I wanted without me ever contacting them.

and I was sure about my coffee mug theory. Let me know haw that XL frame works out for you.

[CommuterBoy]

I'm 6' 3"

[Rod]

Awesome story man! I agree, it's good to hear about a positive experience instead of someone buying a carbon frame that's the wrong size, getting a full refund exluding shipping, and still being unhappy with the experience. It's good to see some companies standing behind their product.

[Eric Z]

i love experiences like that. stories like that is why i bought my first salsa last year (el mar). i also decided on it since it's an amazing bike.

kudos, salsa! please stay focused on the customer and you'll continue to be a wonderful brand!

[blumena84]

It is nice to hear stories that have a goood ending, I to have lost my fair share of coffee mugs on the roof of my car.thank you for sharing

[Malibulx3]

Hopefully I never have any issues with my Salsa, but at least if I do, I know it will be taken care of properly!

[gridtalker]

With all the negative posts about someone not getting their Chinese carbon frame replaced or waiting 12 years for their custom frame and such, I thought a would post a feel good story. I’m sure there are more of these out there, but people seem more likely to rant than praise. So here is my story. After 2 ½ seasons as my go to desert bike for adventures in southern Utah and Colorado, my beloved Salsa Big Mama gave up the ghost this spring. So I disassembled her and brought it to my favorite LBS in Salt Lake, Cyclesmith (a fantastic LBS by the way) on Monday April 9th, who contacted Salsa right away to start the warranty process. The frame was sent back to Salsa for inspection as a formality, but even before it arrived I received an e-mail from Andy at Salsa saying to start checking out either the Spearfish or Horsethief frames for my warranty replacement. Andy then had a Horsethief frame overnighted on April 19th for delivery on the 20th. That’s 10 working days from dropping it off at the shop until delivery. Unfortunately, that is not quit the end of the story. UPS somehow managed to lose the frame, tracking showed it out for delivery on the 20th but it never showed up anywhere. Andy immediately had a tracer put on the UPS shipment, and a couple of days later when we realized finding it anytime soon was a lost cause, and rather than me having to wait until all the claims were filed, he overnighted me a second frame. So customer service is still alive and well, at least with Salsa.
The puzzling part is how does a shipping company misplace a frame, it is not a small box. My guess is the driver left it on the roof of the cab while making another delivery, I can’t tell you how many coffee mugs I’ve lost this way. Any other guesses?

Great to hear

[TBMD9er]

RIP Big Mama 2009-2012

Hello Horsethief

By the way, the original warranty frame that was "misplaced" by the freight carrier finally showed up at the LBS about 2 weeks after it went out for delivery. It was beat to hell, scratched up all over with a big dent in the headtube. Such a sorry sight to see a gorgeous, brand new unused frame is such shape, what a waste. It wasnt even in the original box or packing material shipped from Salsa.

[Diesel8810]

GREAT TO HEAR!... I am 24hrs away from pulling the trigger on a new 29er and 2 of my choices are Salsas... I'm looking at the El Mariachi Ti and the Mamasita... My local bike shop owner happens to be someone who I used to work with at a different LBS years (15) ago and knows that I am extremely rough on bikes... He has steered me away from a few others he carries as he insists that Salsa has the best warranty of my choices... This was great to read from a 3rd party!

[Diesel8810]

GREAT TO HEAR!... I am 24hrs away from pulling the trigger on a new 29er and 2 of my choices are Salsas... I'm looking at the El Mariachi Ti and the Mamasita... My local bike shop owner happens to be someone who I used to work with at a different LBS years (15) ago and knows that I am extremely rough on bikes... He has steered me away from a few others he carries as he insists that Salsa has the best warranty of my choices... This was great to read from a 3rd party!

[LBIkid]

Is that break right at the base of your seatpost?

[Diesel8810]

Is that break right at the base of your seatpost?

Nope.. Good thought though.. That's the first thing I checked / measured when I noticed it.. I actually use a 410mm Thomson post (for added strength) and it measured appox 3" lower into the seat tube than the crack.. After a bit of thought I think that the post running that deep is the only reason I didn't experience a nasty failure...

[Tone No Balone]

I have had similar customer service from White Industries in Petaluma Ca.
When you call, the same person answers the phone and they are very pleasant bike loving people. Had bearings in the mail overnight in my mailbox the next day! No charge!

[Mattyd]

Love Salsa - have had three over the last few years (Dos Niner, Mamasita, and Selma Ti). I'm itching to build up a El Mariachi Ti or a Spearfish.

Also love White Industries - great parts!

Two very solid companies.

And, thank you Salsa for finally selling purple skewers again!

[Tone No Balone]

I forgot to mention my current ride is an El Mar !
Giving' Salsa some love too!

[NYrr496]

This is great to hear. My wife wants a bike and likes the Spearfish. I feel really good about buying it.

I've been riding Salsa's rims for a few years now and love them.