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  1. #1
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    Magura Customer Service

    It isn't often that we get the opportunity to praise a company for their customer service. Most times we are happy to just get a response and all too often we are left disappointed with the resulting action.

    As a shop we get the opportunity to work closely with a large number of brands so for someone to standout among the masses is impressive. We wanted to take this opportunity to recognize Magura USA for going above and beyond the call of duty. On multiple occasions we have been very impressed with the extent that they are willing to go to help out their loyal customers.

    We don't want to get into specifics, since I am sure there will be a few specific instance where they may have fallen short, but in general Magura USA and their reps have consistently made the effort to address issues directly with customers instead of simply asking customers to send in their brakes.

    For those of you who may not have had similar experiences I suggest working with a shop who has a good relationship with their Magura reps. The performance of their brakes is directly related to the quality of the bleed so having your brakes worked on by a shop who is familiar with their brakes is crucial.

    If anyone would like to comment on this topic or share their experiences I am confident that other MTBR members as well as Magura would appreciate the feedback.

  2. #2
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    I have had nothing but good experiences dealing directly with Magura USA.
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  3. #3
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    I have had fantastic experiences dealing with Magura HQ customer support.

  4. #4
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    What keeps me from buying Magura brakes? "The performance of their brakes is directly related to the quality of the bleed so having your brakes worked on by a shop who is familiar with their brakes is crucial." I think i should be able to effectively bleed my braking system without needing specialized experience. Also, reports of bolts stripping. As longs as i don't manhandle my equipment, i shouldn't wonder if its going to strip out the night before a big ride.

    Great customer service goes a long way and from what i've seen, Magura is working hard at doing it well. Unfortunately, no level of customer service will get you back on the trail the next morning. Thats what back up bikes are for, though. Right?

  5. #5
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    Quote Originally Posted by jetboy23 View Post
    What keeps me from buying Magura brakes? "The performance of their brakes is directly related to the quality of the bleed so having your brakes worked on by a shop who is familiar with their brakes is crucial." I think i should be able to effectively bleed my braking system without needing specialized experience. Also, reports of bolts stripping. As longs as i don't manhandle my equipment, i shouldn't wonder if its going to strip out the night before a big ride.

    Great customer service goes a long way and from what i've seen, Magura is working hard at doing it well. Unfortunately, no level of customer service will get you back on the trail the next morning. Thats what back up bikes are for, though. Right?
    This is true for any brake system. Coming from Avid/XX's, I find that bleeding my MT8's is infinitely more simple.

    I admit though, I've changed out the alloy caliper mounting bolts to some studier steel after stripping the heads, and I do have one bleed port screw that is stripped. Since I don't need to bleed them often, I just flip the lever over and use the port on the opposite side. One of these days I'll call to request another screw.
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  6. #6
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    Magura Direct/USA rocks, and I have no issues servicing Magura products in my dark basement.

    (Kent King for president!)

  7. #7
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    yep, i 've had nothing but great experiences with Magura. great brakes and when they are not, they come though and solve the problem quick and almost make if feel to easy.

  8. #8
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    This was what I was telling everybody 20 years ago, maybe in a pretty insisting way.

    After that they named me Magura.

    Fact is though, that they are above anybody, when it comes to after sales service, and have been so for some 30 years by now.

    That name has been clinging to me ever since.


    Magura

  9. #9
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    I agree with all of the above, but... I would give Magura USA an extra point for having somebody of their staff taking a look at these forums and always stepping forward with a helping hand, thanks Jude.

  10. #10
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    I remember once calling Magura UK and the number being busy, and much to my amazement when my phone rang a couple of minutes later it was them calling me back. First time that had ever happened to me, with any company. Definitely impressed.

    What i would like to know, is if they support discontinued products. I am specifically talking about Gustav calliper mounts. These brakes are useless without the dedicated adaptors and i see people hunting for them regularly on forums. I have a set and NOTHING compares to them for riding down mountains, but i am concerned that i can't use them when i swap forks and need a different mount.

    If they haven't already, then they need to produce a good amount of these and make them easy to get hold of (at a reasonable price).
    You can't make a racehorse out of a donkey, but you can make a fast donkey.

  11. #11
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    Just have a couple of mounts custom made.

    .....well, that was at least the straight forward solution


    Magura

  12. #12
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    They are my choice of brake now. The products are already awesome but it's the personal customer service by Jude that keeps me as a loyal customer.

    I now own 3 of there forks 2 Wotan, Thor, and couldn't be happier.


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  13. #13
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    Quote Originally Posted by Mr.Magura View Post
    Just have a couple of mounts custom made.

    .....well, that was at least the straight forward solution


    Magura
    Have you seen them, you are joking right?
    You can't make a racehorse out of a donkey, but you can make a fast donkey.

  14. #14
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    Quote Originally Posted by A MAN CALLED HORSE View Post
    Have you seen them, you are joking right?
    Well, he's the exception to the rule, after all he makes his own bikes, including a DH carbon bike, so custom made parts is quite simple straight forward solution for him

  15. #15
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    Quote Originally Posted by jetboy23 View Post
    What keeps me from buying Magura brakes? "The performance of their brakes is directly related to the quality of the bleed so having your brakes worked on by a shop who is familiar with their brakes is crucial." I think i should be able to effectively bleed my braking system without needing specialized experience. Also, reports of bolts stripping. As longs as i don't manhandle my equipment, i shouldn't wonder if its going to strip out the night before a big ride.
    I've always been a mechanical brake type of guy and my Maguras are the first hydro brakes i have, the MT2 were a one type deal as i just installed them, cut them down and they worked flawlessly without any bleeding.

    The MT6 set was a bit more troublesome, they came with some defective pads but Magura HQ ( Germany ) sent me a pair for free, i did have to bleed them a couple times and i screwed up the first couple of times ( it was funny when i pushed oil into the system with a bit too much pressure and tried to remove the hose like that, oil freaking everywhere ) and proceeded to contaminate my disks and pads !
    Fortunately a good wash with hot water and vinegar and some time on the flames with the pads and they're as awesome as my MT2s.

    I've bled some sets from friends after that and now it takes 15mins to get myself an almost perfect bleed and this is coming from someone who was against hydros until last year.
    I've hammered my caliper mount screws and never stripped one but i don't trust the bleed port and lever mount screws much as they're a bit soft on the threads.
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  16. #16
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    Quote Originally Posted by A MAN CALLED HORSE View Post
    Have you seen them, you are joking right?
    No, I'm quite serious

    They are not that complicated, if you think CNC milling, so if you really need some, why not pay a machine worker, to make a couple?


    Magura

  17. #17
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    Quote Originally Posted by Mr.Magura View Post
    No, I'm quite serious

    They are not that complicated, if you think CNC milling, so if you really need some, why not pay a machine worker, to make a couple?


    Magura
    Have you actually seen them though? It's not just a case of machining, there's a steel rod pressed into the mount that the caliper slides on, with an o-ring sat in a groove and a retaining screw threaded in the end. Some are forged and some machined.

    I'm not saying it's impossible, it obviously isn't, but you would need an adaptor in the first place to copy and with the amount of work involved it just wouldn't be economical.

    Much easier for everybody else if Magura would make them.
    You can't make a racehorse out of a donkey, but you can make a fast donkey.

  18. #18
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    Quote Originally Posted by A MAN CALLED HORSE View Post
    Have you actually seen them though? It's not just a case of machining, there's a steel rod pressed into the mount that the caliper slides on, with an o-ring sat in a groove and a retaining screw threaded in the end. Some are forged and some machined.

    I'm not saying it's impossible, it obviously isn't, but you would need an adaptor in the first place to copy and with the amount of work involved it just wouldn't be economical.

    Much easier for everybody else if Magura would make them.
    I believe we agree that what you're talking about, is like the one in the pic below, right?

    That ought not to represent much of a challenge, to anybody with just a bit of skills, and a machine workshop.


    Magura

  19. #19
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    +1! Magura rocks!

  20. #20
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    Quote Originally Posted by Mr.Magura View Post
    I believe we agree that what you're talking about, is like the one in the pic below, right?

    That ought not to represent much of a challenge, to anybody with just a bit of skills, and a machine workshop.


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    I think you should do it, there's a market out there
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  21. #21
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    Quote Originally Posted by A MAN CALLED HORSE View Post
    I think you should do it, there's a market out there
    Sorry, not happening.

    Got plenty to do already, that seems like work, so more work for less pay, seems like a bad deal.

    If a few people needs those, why don't you get together and have a machine shop make some? It doesn't have to cost you a fortune.


    Magura

  22. #22
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    Magura is indeed a fantastic group to work with. Been very happy with their product for a long time. My Gustavs are still the most powerful, unfadeable brake I ever have used. Too bad they weigh so much!

  23. #23
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    Quote Originally Posted by 006_007 View Post
    Magura is indeed a fantastic group to work with. Been very happy with their product for a long time. My Gustavs are still the most powerful, unfadeable brake I ever have used. Too bad they weigh so much!
    +100 on the Gustavs, the first steep descend I used the gustavs I was very impressed. Powerful yet there's some modulation there, just like the current Saint, too bad they don't make them anymore, or lighter

  24. #24
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    Thanks for all of your support Gentlemen and for the positive comments!

    We are always available to help and you can lean on me personally.

    Dirty Jack, let me know where to send a few new bleed plugs (we apologize for the problem!) ... and thanks for your support!

    Man Called Horse, let me know which Gustav adapters you are looking for currently as I probably have a few with your name on them.

    Mr. Magura, you are a bad ass.

    Thank you Mimi 1885 for your comments and support!

    Thanks Doccorage for your support!!

    Thanks 006 007! You are right, nothing compares to the old man Gustav, Still!

    Pro Bike Supply, Thanks for taking the time and effort to post this thread and don't hesitate to call on us/Me. That means a lot to Magura.

    You Gents send problems my way anytime.
    Jude

  25. #25
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    Thank you chrisgarder73!!
    Jude

  26. #26
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    You are the man Jude!!

    Say, no 180mm Wotan? I'm in the market for one


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  27. #27
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    Quote Originally Posted by mimi1885 View Post
    You are the man Jude!!

    Say, no 180mm Wotan? I'm in the market for one


    Sent from my iPhone 4s using Tapatalk
    Check your mail.

    I just stumbled on a 160mm, which I'd be inclined to believe can become a 180 with a little elbow grease.


    Magura

  28. #28
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    I know a LOT of people who ride Magura HS11/33's in The Netherlands, there is nothing better than those rim brakes, I'm gonna buy a set of HS33's for my commuter and old mtn bike soon.

  29. #29
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    Quote Originally Posted by Wasmachineman NL View Post
    I know a LOT of people who ride Magura HS11/33's in The Netherlands, there is nothing better than those rim brakes, I'm gonna buy a set of HS33's for my commuter and old mtn bike soon.
    That's a fact.
    No other rim brake, comes close to the Magura rim brakes.
    I still have some of the original design, from before the HS 11 and HS 33, they were called "Hydro stoppers".
    I believe those are like 20 years old by now, and have seen like 3 or for bikes wear down by now.
    Come to think of it, I actually even still have a set of Hydro stoppers new in box, should a brake happen to go south.


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  30. #30
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    A friend of mine still has one set of those hydro rim brakes ( from Magura ), i don't know what model unfortunately but i remember him already having them when i was in high school !
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  31. #31
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    Quote Originally Posted by danielsilva View Post
    A friend of mine still has one set of those hydro rim brakes ( from Magura ), i don't know what model unfortunately but i remember him already having them when i was in high school !
    If they look like these, they're like 20 years old or older.

    Ignore the DIY lever blade and hydraulic line bits. They have nothing to do with the original.

    The original had a polymer lever blade and the same polyamide lines as the current models, well almost the same, the tread is different.

    Magura

  32. #32
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    Quote Originally Posted by Mr.Magura View Post
    Check your mail.

    I just stumbled on a 160mm, which I'd be inclined to believe can become a 180 with a little elbow grease.


    Magura
    Thanks Magura, that'd be interesting if I can push the travel 20mm. I don't know if there's any room left for the mod. I did that with my Reba WC got the max 115 out of my 100mm travel.

    I agree with others Magura rim brake is best rim brake,probably better than bb7. Definitely better lever feel.

  33. #33
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    Quote Originally Posted by mimi1885 View Post
    Thanks Magura, that'd be interesting if I can push the travel 20mm. I don't know if there's any room left for the mod. I did that with my Reba WC got the max 115 out of my 100mm travel.

    I agree with others Magura rim brake is best rim brake,probably better than bb7. Definitely better lever feel.
    If you'd like, I can take a look at it.

    Any idea where they hide the service manual for that fork?


    Magura

  34. #34
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    Hey, those are HydroStops! I've had those on my Stumpjumper! I had the whole-hand lever, 5 finger braking, anyone? :P

  35. #35
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    Quote Originally Posted by Wasmachineman NL View Post
    Hey, those are HydroStops! I've had those on my Stumpjumper! I had the whole-hand lever, 5 finger braking, anyone? :P
    That's right. The lever pretty much resembled something from a motorbike.
    Back then they were pretty fancy.
    The original levers even had a rubber insert, to imitate the mushy feel of cable pull brakes.
    Those inserts did not stay on my brakes for long.

    I much prefer my DIY levers though


    Magura

  36. #36
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    Well, right now I am communicating with them in regards to a bit of an issue with one of my four Magura forks, and they seem pretty helpful so far.

    Will report upon the conclusion.

  37. #37
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    Quote Originally Posted by judemonica View Post
    Thanks for all of your support Gentlemen and for the positive comments!

    We are always available to help and you can lean on me personally.

    Dirty Jack, let me know where to send a few new bleed plugs (we apologize for the problem!) ... and thanks for your support!

    Man Called Horse, let me know which Gustav adapters you are looking for currently as I probably have a few with your name on them.

    Mr. Magura, you are a bad ass.

    Thank you Mimi 1885 for your comments and support!

    Thanks Doccorage for your support!!

    Thanks 006 007! You are right, nothing compares to the old man Gustav, Still!

    Pro Bike Supply, Thanks for taking the time and effort to post this thread and don't hesitate to call on us/Me. That means a lot to Magura.

    You Gents send problems my way anytime.
    What other company reads your posts on MTBR and reaches out to you to help? I'm lovin' it!
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  38. #38
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    Wanted to Chime in here, and give some positive feedback on Jude, who has been super helpful, with both service and support.

    He went above and beyond, answered all questions and the turnaround time for service is second to none. Also one of the reasons I have decided to go ahead and get a set of MT6's for my bike.

    So if you have any issue or concerns, I suggest first contact Jude directly after all he is the service rep and will better be able to handle your issue.

  39. #39
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    Whats going on with your fork Axe and who are you dealing with?
    Jude

  40. #40
    Axe
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    Quote Originally Posted by judemonica View Post
    Whats going on with your fork Axe and who are you dealing with?
    Its done, and mad props for Magura.

    I have had a slow leak in rebound cartridge on my Marathon since I bought it, which I did not address right away. It became worse and it leaked all damping fluid into leg, and they fixed and overhauled, even though it was already out of warranty period. Pleasure to deal with.

    All my Magura forks work great, and would have bought another one instead of 170mm Lyric Coil DH I just got - but they do not make a Wotan replacement anymore. Dang. 160-180 mm Wotan, with coil option would be seriously sweet. My Wotan is a tank, but it is a bit short on my Nicolai - and I grew up to dislike travel adjust..

  41. #41
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    Thanks for the update Axe and we appreciate your loyalty a ton!

    I agree with you about travel adjust!

    Plug the hole in the top of the air piston inside the Wotan, cut the rod beneath the top cap and now you have a fixed travel Wotan.

    Who knows about the future????
    Jude

  42. #42
    Axe
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    Quote Originally Posted by judemonica View Post
    Thanks for the update Axe and we appreciate your loyalty a ton!

    I agree with you about travel adjust!

    Plug the hole in the top of the air piston inside the Wotan, cut the rod beneath the top cap and now you have a fixed travel Wotan.

    Who knows about the future????
    Holy carp, you just solved the only other concern I have had. FCR is somewhat annoying (all forks with such a feature are not without their troubles. Except for Coil U-turn, but it is not adjustable on the fly much. And not really needed IMHO.).

    But - how would it fill the negative chamber? I am used to fiddle with adjust knob when filling air.

    Interesting fact is that I do not need travel adjust anymore since the adjustable seatposts. It is a better feature for proper seated climbing than dropping fork. And many new bikes have a better geometry - steeper seattube that moves you forward...

    But I should do this fixed travel fix right away.

    I also like my Durin SL. It just have it set up perfect for its travel, I like it. Nothing to fiddle excessively for no reason.

  43. #43
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    Negative travel is a problem to adjust if the rod is removed from the equation like you mention but the Wotan has a negative coil spring in addition to the air chamber and you can possibly side step the neg air chamber altogether and go with just this steel coil negative spring alone and a spacer.

    You could remove the air piston and physically add spring preload (or spacing) for more negative travel instead of the air. I would use a PVC pipe cut to desired space and preload the spring. OR I could send you an old Wotan negative spring and you could cut it to your desired length and add to the scenario.
    Not very user friendly but a good option with some trial and error.

    I run an SL currently also and was pleasantly surprised at how well its valved for my typical plush set up desire!

    Thanks again Axe and let me know if I can help with anything in the future.
    Jude

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