I don't normally carry my bike on the roof of the Jeep, so as it goes... I drove into my garage with my V on the roof... bent the frame. Even worse, it was only a month old and I had a big MTB trip coming up in two weeks that I had planned out with my Bros for over two months.
I was sick to my stomach and hating life... hating myself for being so stupid!
So I contacted Ventana, talked to Teresa and told her the situation....
"I bent my frame, does the customer loyalty program cover a damaged frame?" She said "yes". I then told her I was going on a bike trip in two weeks... is there any way to get a new frame before them? This time she told me that she would check into to it and get back to me on a time frame... but it shouldn't be a problem. About 4 hours later I got a phone call from Sherwood, we talked, he felt my pain and we discussed a few modifications to the frame I wanted in the process. Right before we got off the phone he said, "the new frame would ship that evening".
Isn't that amazing... I contacted Ventana Sunday evening 6PM EST, got a reply at Sunday evening 8PM EST and Monday evening my new replacement frame was on it's way. It took one week to arrive by UPS ground. The following Tuesday I built it up, rode it the next day, dialed it in more. Packed for my MTB trip Wed. evening, finished packing Thurs. evening and Friday 5AM in the morning I was on the road and riding by 10AM in Douthat, VA.
Tell me of another bike manufacture who can top that kind of customer service!
Ventana's customer service is outstanding!
Mtbr's 2016 Winter Biking GearReviews and Roundups
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Thread: Ventana Customer Service