Optic Nerve Sunglasses=Positive Feedback

Had to share a positive story dealing with Optic Nerve. 

I bought a pair of Optic Nerve Sunglasses at the Bike Swap in March. Cash transaction so no receipt and they are sunglasses so I tossed the box and "instructions" cause I've worn sunglasses before. One week into ownership and the zipper on the case for the sunglasses gives out. I write the company with little hope since I have nothing to show for my purchase. Without hesitation, or questioning, they are sending me a new case for the glasses free of charge. I'm beside myself. Most companies tell you to fly a kite, and I was fully expecting a "Sorry but..." letter.

Thought I'd share as it's good to support companies that care for their customers.

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Permalink Reply by S.Presley☠ on March 27, 2012 at 5:12am

It's always worth giving the company feed back on the product when something goes wrong. I have had Bell send me a whole new saddle bag when I wrote that the seam was separating.

I have heard other stories from chainlinkers about companies going above and beyond...it's great "word-of-mouth" advertising. :)

Permalink Reply by Vilda on March 27, 2012 at 5:15am

I'm so used to getting told "go fly a kite" it's ridiculous. LOVE positive stories, and now I will remember to buy optic's gear ;-)

Permalink Reply by Tony Adams on March 27, 2012 at 7:47am

Thanks for sharing the good news! I would add REI to that list.

Sadly, Topeak would have been on that list a few years back, but not any more.

And if anyone wants to start a sh*t-list, feel free to start it with Motorcycle Closeouts.


John W. said:

Planet Bike, Bell, and Park Tool are amazing with warranty replacements.

Permalink Reply by S on March 27, 2012 at 7:49am

Topeak / Joe Blow are pretty good as good.  They sent me a new pump head for free when I emailed them and let them know my old one was leaking.  The crank brothers have been good about replacing stuff that's gone wrong with my pedals no questions asked.  Finally, the rudy project has a decent deal on their sunglass lens where they'll replace any lens for $20 if it gets scratched.

Permalink Reply by Craig S. on March 27, 2012 at 10:14am

Topeak sent me some parts to repair a 15 year old pump but the repair didn't work.  I bought another Joe Blow.

Smith Optics has always been very good to me.  Same with Patagonia when they repaired a 30 year old anorak free of charge and replaced a 10 year old coat when the fabric delaminated. Northface keeps repairing my green backpack and Mountain Hardware has been great with some coat warranty replacements.  

Just today, dealing with Adobe customer service, I purchased Lightroom 3 last month and even though I'm outside of the complimentary upgrade period to Lightroom 4, they're sending me a box with the upgrade, Free of Charge.  All I did was ask.

Sad that good customer service seems to be so rare and there's a reason I keep purchasing from the companies I mentioned above.

Great story, Gabe!

Permalink Reply by Kevin Mulcky on March 27, 2012 at 10:35am

Planet Bike is also great. They sent me a replacement light when I emailed them, although the replacement was faulty as well....

Permalink Reply by Tank-Ridin' Ryan on March 27, 2012 at 11:01am

Blackburn is most excellent as well.  They sent me new caps for the battery of a light system of theirs.  I believe they're owned by Bell.

Niterider is also great.  No questions asked when I called for a replacement clip for my light.

Permalink Reply by Far'arned Retrogrumpalunkus #63 on March 27, 2012 at 12:18pm

You don't get much support at all from Motorcycle Closeouts.   I'm a HUGE fan of MotorCycleGear.com (Formerly New-Enough Leathers) although their prices and their once-numerous close-out deals aren't what they used to be back in the early days of the current economic depression. Not as many motorcycle dealerships are going broke today as they were back a couple of years ago   But still, they still have great customer support.

Tony Adams said:

Thanks for sharing the good news! I would add REI to that list.

Sadly, Topeak would have been on that list a few years back, but not any more.

And if anyone wants to start a sh*t-list, feel free to start it with Motorcycle Closeouts.

Permalink Reply by Fran Kondorf on March 27, 2012 at 5:14pm

 Gabe, that's pretty cool to hear.

 

Eastpack took great care of me a couple years ago. 

 I'd sent in one of their aged backpacks for a little strap reattatchment surgery and when it returned they'd also replaced a compartment zipper and re-sewn a large part of a main seam, all free of charge.

 They will have me for a customer for as long as I can carry one.

Permalink Reply by Vilda on March 28, 2012 at 1:47am

I love hearing about all the good companies!!! And yes h' (i know who you really are) It seems like the Swap was AGES ago. was all that 80 degree weather we had.

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