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  1. #1
    Rikki-Tikki-Tavi
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    Mongoose customer service

    I recently "friended" Mongoose bicycles on facebook. I found that if you post any technical questions about Mongoose products on their facebook page, they answer quite promptly. Sometimes as early as the same day. Which is 110% faster than using any of the actual customer service information they provide you with on their website.

    facebook Mongoose! It's the best route:
    http://www.facebook.com/MongooseBikes?ref=ts

    ..................................or you can?.............................................. .................................

    "Ask Mongoose"

    Please browse our FAQs page for a comprehensive list of frequently asked questions.

    If you are still unable to resolve the issue, you may contact us directly:

    By Phone......................(don't bother, they don't pick up....ever.)
    (800) 843-2453
    Monday - Friday 9am to 7pm (Eastern Standard Time)
    Saturday 11am to 3pm (Eastern Standard Time)
    *excluding all major holidays.

    By Mail.......................(..good luck with that one pal. You're better off driving there.)
    Cycling Sports Group
    172 Friendship Village Road
    Bedford, PA 15522-6600

    By Email If you don't find the answer you need, please email us at: askus@mongoose.com.....(I emailed them 6 weeks ago with a question. Still waiting for a reply.)

    Another good source of information is your local Authorized Mongoose Dealer...(really?)

    Ask Us Helpful Links
    FAQ
    Manuals & Instructions
    Bike Registration
    ...trees, trails, chairlifts.

  2. #2
    Uly
    Uly is offline
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    I used the Bedford, PA mailing address and got a pretty quick response time which went much smoother than any of the quick responses I got using the askus email. My LBS spoke to them on the phone line representing me and that didn't go as well as the snail mail route.

  3. #3
    What?
    Reputation: mullen119's Avatar
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    I sent an email to them a few months ago.. never got a response. I have been "friends" with them on facebook for a while, never thought to ask them a question though. Good call!

  4. #4
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    From my dealings with them it really depends on who you are dealing with. Some of them are fast and cool. Others are ... not.

  5. #5
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    5 calls, 3 emails later.

    5 calls on different days, voice messages left for people.... 3 emails requesting the same information... no response still on the email questions, and on my 5th call, was finally forwarded to a technical specialist who ANSWERED.
    turns out, the parts i need are only offered as part of a pivot kit, which includes all hardware, bearings and links (i think the BB link is included) required to rebuilt a freedrive suspension system. the problem is they are unavailable until february (at the earliest), and the performance staff (only mongoose dealer anywhere near here) are not that enthusiastic about calling mongoose to get info on a part.

    These issues alone make me pretty sure that while i enjoy the way this bike rides (2008 khyber) and i like how it looks, etc... I'm not buying another mongoose. the customer service alone is the issue. i would even concider dealing with the undersized bearings used in the BB link if parts for re-build were plentiful and getting them wasnt some kind of hell on earth. there are other options in the same price range that are just as nice (or better).

    i will use the tip about facebook. thanks.

  6. #6
    What?
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    Quote Originally Posted by Iridethedirt
    5 calls on different days, voice messages left for people.... 3 emails requesting the same information... no response still on the email questions, and on my 5th call, was finally forwarded to a technical specialist who ANSWERED.
    turns out, the parts i need are only offered as part of a pivot kit, which includes all hardware, bearings and links (i think the BB link is included) required to rebuilt a freedrive suspension system. the problem is they are unavailable until february (at the earliest), and the performance staff (only mongoose dealer anywhere near here) are not that enthusiastic about calling mongoose to get info on a part.

    These issues alone make me pretty sure that while i enjoy the way this bike rides (2008 khyber) and i like how it looks, etc... I'm not buying another mongoose. the customer service alone is the issue. i would even concider dealing with the undersized bearings used in the BB link if parts for re-build were plentiful and getting them wasnt some kind of hell on earth. there are other options in the same price range that are just as nice (or better).
    i will use the tip about facebook. thanks.

    what parts do you need?

  7. #7
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    i have an 08 khyber, i need all the hardware and spacers to rebuild the BB link pivot. i can source the bearings from a couple different places, and i might look into seeing if i can find some needle bearings this next time around. but yea, so all the hardware, and spacers for the bottom bracket link pivot.

  8. #8
    What?
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    The bearings can be bought alot of places, as can the spacers, the bolts are what would be a pain to find.

  9. #9
    Uly
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    I ordered that kit earlier this year and the kit did not have the spacers, which was the only thing I really wanted from the kit. (Might be a different kit, but just sayin', what you think is in there may not be)

  10. #10
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    ugh, I will not be surprised, and at that point i will go MAKE some.

    actually... that gives me an idea! I'm going to take a field trip over to fastenal soon, and check out what they have for hardware, and what i would need in order to create a "hardware kit" that includes ALL spacers, and bolts for the 2008 khyber.
    If you have a freedrive bike that needs hardware, PM me, I will see what i can find for you as well. I am also planning to experiment in the mean time with adding nylon washers to the mix, just to quiet things down while i wait for new hardware to be available, or make some myself. I'll post my results, and maybe pictures.

    Mulen119, I'm actually running enduromax all ball internal bearings on the BB link due to the fact that they seem to fall apart the easiest.

  11. #11
    What?
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    Quote Originally Posted by Iridethedirt
    ugh, I will not be surprised, and at that point i will go MAKE some.

    actually... that gives me an idea! I'm going to take a field trip over to fastenal soon, and check out what they have for hardware, and what i would need in order to create a "hardware kit" that includes ALL spacers, and bolts for the 2008 khyber.
    If you have a freedrive bike that needs hardware, PM me, I will see what i can find for you as well. I am also planning to experiment in the mean time with adding nylon washers to the mix, just to quiet things down while i wait for new hardware to be available, or make some myself. I'll post my results, and maybe pictures.

    Mulen119, I'm actually running enduromax all ball internal bearings on the BB link due to the fact that they seem to fall apart the easiest.
    Keep us all posted on the hardware you can find. Kyber/Teocali/Cannan hardware should all be the same (prior to 2010 anyway). My Teocali is acting up again, so I will be in the same situation as you here shortly. Probably going to be the last time I rebuild it too. As much as I like freedrive, I will probably just replace the frame with something lower maintenance next winter.

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