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!
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Thread: Ventana Customer Service
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