Attention all road , mountain and gravel bikers . If you are looking for top customer service (and products) for your bike, look no further. These guys rock, seriously! I had an issue with a gravel bike rim and approached them for consideration of a late warranty replacement claim. The warranty lapsed a month ago. Jiri (Rider Support division) was on it in a flash, considered the merits of the claim and exercised his discretion in favour of replacement. His communications were prompt and friendly and it felt like I was speaking to a friend who really cared about me as a customer. A very different experience from my other experiences with customer support divisions of manufacturers across all industries. The result? I should be back riding soon. I have told all my buddies and they will all be supporting WTB. It is good to see that the folks at WTB "walk the talk "when it comes to great customer service, rider support etc. As an aside, what happened to the rim could have happened to any other brand. However, the manner in which my issue was treated by Jiri made all the difference. They mean what they say when they invite riders to join the family and I certainly felt like one of them. For me, going forward, there is only one product-WTB all the way man!
I bought a set of their i23 frequency rims used and they were fine for many seasons. After being stored one winter, I saw that the rear rim had completely failed where spokes attach to rim and that the front rim had also developed cracks. After a quick internet search I found this had happened to others and that WTB was replacing the rims. I contacted WTB and after sending them photos of my failed rims they said sorry but since you did not originally purchase them you dont qualify for no charge replacement. I have never had any other rim completely fail me before in all my years of riding.