Hey, I am from Chile , and was looking for a Manitou tower pro 29 fork for a long time now but my only hesitation was that because Im 230lbs I needed an xx firm spring which is rare to find and virtually impossible to get in Chile.
Here is where the story begins Ive spent many hours seaching for a way to get my hands on a kit for a tower pro with no luck. I tried the local official distributor but they wouldn't order it for me , tried many online store, ebay, you name it, I even got a friend that lives in the US to try and special order and after all these ordeal I gave up. But suddenly I thought what the heck Ill email manitou about my problem , maybe they can guide me to a solution.
So I got in contact with Randy Grob| ,Warranty & Technical Support Coordinator, who was very kind and tried many different ways to get me a spring with no luck either ( To be honest I was shocked about how empathic this guy was, he cared about my problem and actually tried to solve it), and after many attempts he said and I quote " What is your address man, I will just take one out of our tech room, if this is holding you from buying one of our forks, I will make it happen man!" and I was so amazed of his empathy I felt so good, my problem was now fixed and to make it even better he sent me the parts charge-free to Chile!.
I dont want to show this so people go " Ill email manitou and get free stuff" , but I want to share my experience and let everyone know that this company really cares about their customers and to be honest I know that a guy all the way in Chile is not a priority to any big company but manitou does care, so I am really happy with quality of customer service they have and how different they are compared to many other companies Ive dealt with.
I hope this gives you guys something to think about before buying an upgrade. At least I know that with a customer service like that Im gonna buy from them for a long time!
thanks Randy!!!!!!! and all the Manitou team!
PD: Sorry for the grammar as english is not my native language.
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