General Discussion Triathlon Talk » Road I.D. Customer Service Rss Feed  
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2016-01-06 6:53 PM

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Regular
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Subject: Road I.D. Customer Service
This is to fulfill a commitment I made to a customer service rep. at Road I.D. For a little background I sent a photograph of my bracelet and an email describing how the elastic band holding the information plate had lost its elasticity and was very loose and floppy. I disclosed that the bracelet was a few years old but had not been used that often (though it should have been to be effective). I basically asked for a new band. Though nicely delivered the response was basically a suggestion to buy a replacement band. Not what I wanted to hear. I replied in a manner that was direct and that communicated my displeasure, frustration and disappointment. I got a response that they would replace my band at no charge. There were several more email exchanges and I was very pleased with how the situation was ultimately handled. It has been my experience that l if you stop at the initial response to a problem there will often be no resolution. Sometimes you have to push a little and stand up for your rights and what is right. Anyway, a big shout out to Stephanie for her professionalism and eagerness to help. My once faltering faith in Road I.D. has been restored. Thanks Stephanie.


2016-01-06 7:29 PM
in reply to: CBess

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1228
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Subject: RE: Road I.D. Customer Service
I'll admit I'm a road ID fan. I have one and buy them for friends and clients. Nothing but great experiences with their customer service. The clasp on mine has broken twice and they've replaced it without my asking. Last time I got a great note apologizing and the person who wrote it said "I just saw the guy who designed it and gave him a black eye for you". Little things like a note go a long way IMO. My only beef with them is I've never one a tour de Fran e pop quiz and they always get my hopes up I won the way they announce the grand prize.
2016-01-07 9:04 AM
in reply to: CBess

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Expert
1111
1000100
Albuquerque, NM
Subject: RE: Road I.D. Customer Service
Originally posted by CBess
This is to fulfill a commitment I made to a customer service rep. at Road I.D. For a little background I sent a photograph of my bracelet and an email describing how the elastic band holding the information plate had lost its elasticity and was very loose and floppy. I disclosed that the bracelet was a few years old but had not been used that often (though it should have been to be effective). I basically asked for a new band. Though nicely delivered the response was basically a suggestion to buy a replacement band. Not what I wanted to hear. I replied in a manner that was direct and that communicated my displeasure, frustration and disappointment. I got a response that they would replace my band at no charge. There were several more email exchanges and I was very pleased with how the situation was ultimately handled. It has been my experience that l if you stop at the initial response to a problem there will often be no resolution. Sometimes you have to push a little and stand up for your rights and what is right. Anyway, a big shout out to Stephanie for her professionalism and eagerness to help. My once faltering faith in Road I.D. has been restored. Thanks Stephanie.


Kudos to RoadID for making you a happy customer - but, I have to question your expectations.
Personally, I wouldn't expect my strap to last more than a couple of years - sweat, time , and weather just aren't that nice to elastic.
2016-01-08 6:29 AM
in reply to: RockTractor

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Western Australia
Subject: RE: Road I.D. Customer Service
Originally posted by RockTractor

Originally posted by CBess
This is to fulfill a commitment I made to a customer service rep. at Road I.D. For a little background I sent a photograph of my bracelet and an email describing how the elastic band holding the information plate had lost its elasticity and was very loose and floppy. I disclosed that the bracelet was a few years old but had not been used that often (though it should have been to be effective). I basically asked for a new band. Though nicely delivered the response was basically a suggestion to buy a replacement band. Not what I wanted to hear. I replied in a manner that was direct and that communicated my displeasure, frustration and disappointment. I got a response that they would replace my band at no charge. There were several more email exchanges and I was very pleased with how the situation was ultimately handled. It has been my experience that l if you stop at the initial response to a problem there will often be no resolution. Sometimes you have to push a little and stand up for your rights and what is right. Anyway, a big shout out to Stephanie for her professionalism and eagerness to help. My once faltering faith in Road I.D. has been restored. Thanks Stephanie.


Kudos to RoadID for making you a happy customer - but, I have to question your expectations.
Personally, I wouldn't expect my strap to last more than a couple of years - sweat, time , and weather just aren't that nice to elastic.

I agree, I think your expectation that Road ID replace your band was a bit much considering it is a few years old.
2016-01-08 6:52 AM
in reply to: StaceyK

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489
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Subject: RE: Road I.D. Customer Service

Agreed.  No way I would have replaced that for free.

2016-01-08 4:49 PM
in reply to: Dan-L

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Vancouver (not Canada) Washington (not D.C.)
Subject: RE: Road I.D. Customer Service
Originally posted by Dan-L

Agreed.  No way I would have replaced that for free.




Not trying to heap on but I agree that I wouldn't have asked them to replace the band given that this sort of material does have an expected shelf life.

Amazing how us triathletes will spend thousands a year on nutrition products but sometimes something affordable and consumable like a band on goggles or cleat get us worked up.



2016-01-08 6:11 PM
in reply to: CBess

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Master
2856
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Kailua, Hawaii
Subject: RE: Road I.D. Customer Service
Sorry, but my time is worth more than struggling to get a $4 band replaced.

2016-01-08 7:10 PM
in reply to: CBess

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Regular
585
500252525
Pueblo, Colorado
Subject: RE: Road I.D. Customer Service
I purchased the SLIM ID and band a few years back. Lost the first one and got another (I paid). The slim bands cost something like $1.99 each. Don't mind paying for them again. I think the fact that they'll replace things at no cost is awesome (I've heard that they'll replace worn tags if you send the old one in.) I also like that they give a portion to a charity you select during checkout. Always thought the service has been great with them.
2016-01-09 12:19 PM
in reply to: CBess


467
1001001001002525
, Wisconsin
Subject: RE: Road I.D. Customer Service
Bought a band from them last year . . . I messed up and supplied them with the wrong phone # . . . my own instead of my wife's. Called them and they quickly sent me a new, corrected tag for only a minimal shipping cost. I was very impressed with them and will purchase again when needed.
2016-01-10 3:40 PM
in reply to: #5159946

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91
252525
Subject: RE: Road I.D. Customer Service
I have a road I'd bracelet. .. Maybe 10 plus yrs old. Always wear it, bought one for my daughter in law... The metal part is a bit floppy, but still in tact. I wore in in a swim workout yesterday. If it broke, I would order a new one
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