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I bought a dropper post at the end of January. After figuring out how the actuator worked i figured i would probably be better off with the 20mm shorter post they sell. I contacted them, got an rma number etc and couriered the unused, unfitted post back to them at my own expense.
It seemed to be rejected at the warehouse door and it eventually found it's way back here. The last response I've had from them was about a week ago and I've emailed them a few times.
IME companies pull this sort of stuff when they are about to go under, so I'm just wondering if the customer service is slow or if they are in trouble?
No news of that happening from home town HQ in Squamish.
They are still supporting the local riding community in spades.
LOL no they are expanding and looking for new staff, not the other way around. Pretty sure they are moving into a bigger space though, so maybe a mix up with post / shipping there? Unfortunate, but whatever happened has nothing to do with their financial situation.
Thanks. I'll cross my fingers that they get back to me at some point over the next few days.
There is ultimately Paypal Buyer Protection or Section 75 which might apply, but that stuff is all a last resort. I'd rather just swap the seatpost it's all a bit frustrating..
Can you not just use the shim to limit the travel?
It'll be touch and go whether I'd get more travel from 170mm vs 150mm even with the shim. I've decided I'd like a little internal clearance in the frame for the cable, rather than have it rammed against the inside of a tube potentially causing a warranty voiding issue, if you know what I mean. I bought the shims for this very reason but I didn't expect the actuator to require so much clearance (due to the exit path). I think I'd actually get more travel with the 150mm post.
That said, I've not actually put it in the bike so who knows? The tube sort of slopes across at an angle so it's difficult to get an accurate measurement for max insertion with the actuator.
I sympathise as my 170mmm didn't fit in a L Foxy C. Which is frustrating as I have to run the replacement 150mm exactly 20mm out of the seat tube... I have always had good service from them including quite recently. I suspect they must be growing at a fast pace since they launched the dropper.
No problems here, I recently placed a big order and it came in a couple of days. Warranty was also hassle free.
8 days since the last contact from them they finally emailed and said that it was all pretty strange and gave me a refund for the post that's currently sitting packaged up in my garage.
So now I feel like an utter twunt.
Clearly I'm not going to let this lie and when I receive the money I'm going to order the post I want and still try and return the post I don't need. I wasn't after something for nothing, I just wanted the right size seat post.
If this does pan out the way it seems like it might, that's very generous and great service from one up (but a bit slow, us consumers expect email replies in a working day ... at least I do anyway).