[Closed] HOPE ......... Customer Service !

Hope are famous for it. They've always gone above and beyond when I've needed help. And their products are awesome as well.

8)

I've never really worked out what those shims do, other than tighten the rubber seal a little 😳

Thats what they do - they allow for manufacturing tolerances etc so you can set the seal gap exactly to get maximum sealing with minimum drag

Ah, well that's what I did with mine, so maybe I got it right !

Remember calling on them once before some years ago.
'Just riding along' built me some wheels based on Hope hubs, springs went after 4 months and JRA weren't interested what so ever. Contacted Hope and bang ......new springs FOC.

Fab

Sent my Vision 4 back for a price on replacing the charger & connectors.
Completely re-wired light & brand new charger arrive back, free of charge, by 24hr courier.

I'd have happily paid for it so a couple of tins of sweets duly despatched to Hope as a token of appreciation.

Awesome service.
They will be my default choice in future.

New bike will be dripping in Hope cannot fault them!

Yep, had my vision 4 for best part of 2 years and it stopped working so contacted Hope who said send it in. Returned with new battery and wires free of charge. Met one of the owners Ian (i think) a while back who was very generous in sponsoring a bit of kit for a local school MTB project. Good people

Yup, there's a reason why I use Hope brakes on almost everything I build.

Yes the brakes are great and the only problem they last to long tried to sell some hope mimis brakes then found they had changed the hose size so not so easy to sell was just thinking about going 1x11 on my Hummer then found out the rear XC hub wont take 11 speed cassette mind it is 14 years old :lol:Maybe I just keep things to long.Lovely stuff excellent company new carbon frame looks lush.

the little springy things inside my pro 2s broke. Called up hope and next day 3 appeared in post.

I'm not really a fan of their stuff (not saying its not good), but never go on with the brakes. Cuatomer service however second to none.

Not just Hope, good as they are, but a feature of all really good companied - I've had similarly good experiences from See.Sense (Limeforge), four4th and Busch und Mueller.

There's the usual posts "My Hope thing broke in the same predictable way they all break, because they're not all that good, but they fixed it so YAY HOPE!". It's not good customer service to sell a product with a known defect then fix it, it's just a good save.

I know how quick Hope send out replacement parts for broken hubs- they had to do it about 4 times for my pro 2. (12mm axles and pawl springs... The second time I broke an axle they sent me 2 replacements for "next time it happens". When they finally fixed that design flaw, they kindly offered to sell me the upgrade parts for RRP... Meanwhile, I don't know how quick DT handle failures because none of my DT hubs has ever needed more than routine servicing...

(obviously doesn't apply to the OP!)

It's not good customer service to sell a product with a known defect then fix it, it's just a good save.

But it's terrible economics to keep doing that if you know something has a known defect - that's a good way to go out of business.

Since Hope haven't, it's much more likely that their stuff is pretty reliable on average. I don't think I've ever had to send anything broken back to them.

bencooper - Member

But it's terrible economics to keep doing that if you know something has a known defect - that's a good way to go out of business.

Usually I'd agree, but Hope ironically generate huge amounts of goodwill by having their stuff break then fixing it really well- people say "I'll buy from them again because of how quickly they pulled that Pro 2 axle out of the box that says "Pro 2 axles for endless warranty claims" and posted it to me". It's strengthened their brand more than having a better axle would.

Not all their stuff has issues of course, lots of it is really good... but when there are issues, they sometimes don't bother to sort it. Perfect example- proper strain relief on light cables isn't brain surgery, my cheapo chinese lights do it right- Hope have released generations of lights that fail in the same, avoidable way. And they've generated hundreds of "yay hope" stories for fixing the defect.

Well my Pro 2 hubs have done just over 7000Km without a single problem and sod all maintenance, my Hope Vision 2 light has had one (user fixable, not strain relief related) problem in ten years, my wife's Vision 2 of similar age has had zero problems.

Nothing is perfect, every single item that is manufactured in any quantity will have problems in a small percentage of those items. Hope sell a lot of kit so there will be more failures etc than from a manufacturer who sell fewer items.

Some years ago I wanted some 24 hole disc hubs. I rang Hope and asked them.
"Erm, we don't make any 24 hole disc hubs at the moment.....[pause]....."

During said pause, I was about to thank them and move on, but then,

"...but I'm sure we could sort something out. What colour do you want?"

Quality.

There products are not perfect but I still love the evo race brakes just not the hubs. Stans or Dt for those

And they are far better to deal with than most others

NOrthwind - you need to eat less pies then you wouldn't break axles 😉

tjagain - Member

NOrthwind - you need to eat less pies then you wouldn't break axles

I weigh 10 stone wet 😆 Loads of people broke the 12mm axles- the Pro 2 pre-dates the maxle standard so they just took the same blank and put a bigger hole in it. It had a pretty nasty stress riser in it too. I mean, this isn't me being ornery, Hope'd tell you the same, it's one of the reasons they redeveloped the internals with the Evo. Eventually.

Are you still moaning about them? I've had my older Pro 2 Evo hubs for over 5 years! Still on the original bearings. 😛

I will never stop 😆 But it's a good example. The pawl springs were legendary though I think they may have finally fixed that too?