KS USA

Hello Ms***, Our response to the claim from Mr [redacted] is as follows [redacted] spoke with Mr [redacted] on April 21st regarding the lost seat postAfter further discussion, it was decided that KS would replace the seat post after we had proof of the USPS claimWe notified Mr [redacted] on the 21st that we would fix the situation by telephone and then a follow up email on April 22nd to make sure we had this conversation on recordHe was happy with the outcome and replied "I had initiated a Revdex.com claim but will now revoke it”that being said, we were all satisfied with rectifying the situationWe notified [redacted] that it would take some time (up to months) to replace the seat post as we do not stock any new product at our warranty centerEverything was fine afterwardOn April 28th, we received a letter from the Revdex.com regarding the customer complaint by Mr [redacted] even after he assured us that he would retract the complaintOf course we were obviously confused and disappointed in Mr [redacted] ’s word that he would revoke his claimHowever, we are still offering to replace the seat post after we receive a confirmation from Mr [redacted] as he has only provided a pending claim through the USPSOnce we received the official confirmation of a settled claim, we will honor our agreementRegards, [redacted] ***KS USAPortola Pkwy 1E658Foothill Ranch CA [redacted] ***www.kssuspension.com

Hello Ms***,Our response to the claim from Mr [redacted] is as follows[redacted] spoke with Mr [redacted] on April 21st regarding the lost seat postAfter further discussion, it was decided that KS would replace the seat post after we had proof of the USPS claimWe notified Mr [redacted] on the 21st that we would fix the situation by telephone and then a follow up email on April 22nd to make sure we had this conversation on recordHe was happy with the outcome and replied "I had initiated a Revdex.com claim but will now revoke it”that being said, we were all satisfied with rectifying the situationWe notified [redacted] that it would take some time (up to months) to replace the seat post as we do not stock any new product at our warranty centerEverything was fine afterward.On April 28th, we received a letter from the Revdex.com regarding the customer complaint by Mr [redacted] even after he assured us that he would retract the complaintOf course we were obviously confused and disappointed in Mr [redacted] ’s word that he would revoke his claimHowever, we are still offering to replace the seat post after we receive a confirmation from Mr [redacted] as he has only provided a pending claim through the USPSOnce we received the official confirmation of a settled claim, we will honor our agreement.Regards, [redacted] ***KS USAPortola Pkwy 1E658Foothill Ranch CA [redacted] ***www.kssuspension.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Hello Ms. [redacted],
font-family: arial, sans-serif;">Our response to the claim from Mr. [redacted] is as follows.
[redacted] spoke with Mr. [redacted] on April 21st regarding the lost seat post. After further discussion, it was decided that KS would replace the seat post after we had proof of the USPS claim. We notified Mr. [redacted] on the 21st that we would fix the situation by telephone and then a follow up email on April 22nd to make sure we had this conversation on record. He was happy with the outcome and replied "I had initiated a Revdex.com claim but will now revoke it”. that being said, we were all satisfied with rectifying the situation. We notified [redacted] that it would take some time (up to 2 months) to replace the seat post as we do not stock any new product at our warranty center. Everything was fine afterward.
On April 28th, we received a letter from the Revdex.com regarding the customer complaint by Mr. [redacted] even after he assured us that he would retract the complaint. Of course we were obviously confused and disappointed in Mr. [redacted]’s word that he would revoke his claim. However, we are still offering to replace the seat post after we receive a confirmation from Mr. [redacted] as he has only provided a pending claim through the USPS. Once we received the official confirmation of a settled claim, we will honor our agreement.
Regards,
[redacted]KS USA26741 Portola Pkwy 1E658Foothill Ranch CA 92610[redacted]www.kssuspension.com

Hello Ms. [redacted],Our response to the claim from Mr. [redacted] is as follows.[redacted] spoke with Mr. [redacted] on April 21st regarding the lost seat post. After further discussion, it was decided that KS would replace the seat post after we had proof of the USPS claim. We notified Mr. [redacted] on the...

21st that we would fix the situation by telephone and then a follow up email on April 22nd to make sure we had this conversation on record. He was happy with the outcome and replied "I had initiated a Revdex.com claim but will now revoke it”. that being said, we were all satisfied with rectifying the situation. We notified [redacted] that it would take some time (up to 2 months) to replace the seat post as we do not stock any new product at our warranty center. Everything was fine afterward.On April 28th, we received a letter from the Revdex.com regarding the customer complaint by Mr. [redacted] even after he assured us that he would retract the complaint. Of course we were obviously confused and disappointed in Mr. [redacted]’s word that he would revoke his claim. However, we are still offering to replace the seat post after we receive a confirmation from Mr. [redacted] as he has only provided a pending claim through the USPS. Once we received the official confirmation of a settled claim, we will honor our agreement.Regards,[redacted]KS USA26741 Portola Pkwy 1E658Foothill Ranch CA 92610[redacted]www.kssuspension.com

Review: Bought a gravity seat dropper but was having problems while still under warranty. I explained to KS that the device did work but not optimally. They sent me an RMA and I spent money sending it in for warranty repair. Some weeks later, they sent the device back in pieces saying it was not a warranty repair. They included an almost unperceivable hand written note on the wrapping paper (photo attached) telling me that there was no warranty because of maintenance issues. No further explanation. They even included clumps of oil that dropped on carpet when I opened box later saying, quite sarcastically, that they belonged to me.

After some very negative (and sometimes insulting) communication from KS, they suggested I take it to a bike shop for repairs. But the shop told me that guide bushings were taken off and not returned. They could not accordingly reassemble the device. The shop also revealed, as I suspected from other's people experience with the device, that the seal was defective which is why the device allowed excess dirt into the mechanism.

Despite numerous requests, KS has refused to provide the parts they took off my device. I have spent money on a device which is no longer usable, money for shipping and money to try to get a local bike shop to repair it.Desired Settlement: I am asking that KS replace the device.

Review: On Oct 28th of 2014 I purchased new KS Suspension seat dropper from Arts Cyclery for $379.99. By March 2015 the dropper no longer worked and I was forced to use the manufacture's warranty to fix the part. After trying aggressively to contact KS, I gave up trying to contact them and just mailed the unit in with the required info to KS Suspension. Once they received the product, I was emailed and KS verified that the part was defective and would be repaired. The part got repaired a week or so later and was mailed out via USPS with the tracking info emailed to me. I tracked the package daily until on Thurs April the 16th it showed delivered. However, when I got home on the 16th, there package was not at my house. I called the USPS and explained the issue, they showed it to be delivered on my front porch but it wasn't there a few hours later when I got home. I asked how to rectify the issue and they said I would need to file a claim with USPS, but that it would only cover $50 (the minimum insurance on packages). When I asked why that was, they said it was because the shipper had not paid for the extra insurance to cover the true value of my seat post. At this point I contacted the person who emailed me the originally ([redacted]) and explained the issue. [redacted] said there was nothing "they" could do for me. I asked for a manager or owner to call me. A day later I get a call from [redacted] at KS Suspension who explains to me again that there was nothing they could do (before I had even explained to him the situation I should add). I asked if I could tell me point of view on the situation, he allowed. I asked why they had not insured my property for its known value, he explained the don't insure anything because it was "too expensive". I then expressed to him that the shipping cost was no concern of mine and them choosing to take the cheap shipping option did not relieve them from responsibility. He says its not their policy.Desired Settlement: replacement of part or check for the difference in value and amount insured for.$379.99 product value- 50.00 insured value-------$329.99

Business

Response:

Hello Ms. [redacted],