Reynolds Cycling, L.L.C.

Review: I've been trying to resolve a warranty claim for over a month and have not received responses to my request for an RMA.

I purchased a brand new set of wheels from Reynolds and found a defect in one of the rims during one of the initial rides. I've made phone calls and sent emails to both [redacted] and [redacted] with Reynolds, but have not received responses from them regarding handling my claim. Both individuals said that they would provide prompt assistance in handling my claim, but have failed to do so.

The wheels were purchased in December of 2012. They were not used until late May, 2013. On one of the initial rides, I noticed a lump of metal residing on the braking surface, which should normally be smooth. I am unsure as to whether the lump was present on the brake track out of the box, or whether it may be the result of metal freeing itself under braking from the freshly machined brake track. The latter scenario should not be expected on a new wheelset that was used in conjunction with new brake pads, and in dry weather. After discovering the defect, I spoke with [redacted] and sent an email with photos of the defect. [redacted] told me he would forward the photos to the engineering department for analysis, but I never heard back from anyone for the next two weeks. After this, I called Reynolds again and spoke with [redacted] she too asked me to email her with details on the defect and stated that she would quickly follow up. More than a week later, I've heard nothing from her or anyone else at Reynolds and am disappointed by the lack of professionalism and care displayed by a company with such a great reputation in the cycling industry.Desired Settlement: I simply want a usable wheelset.

I would be happy if Reynolds replaced the wheel that had the rim defect. However I'm also slightly concerned that there may be a systemic problem leading to the release of metal from the rim, that may affect all wheels of this year/model. If Reynolds can assure me that this is not the case, I'd be fine with a replacement wheel.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/06/28) */

Contact Name and Title: [redacted], General Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@reynoldscycling.com

First, I would like to apologize to the customer if he feels that he did not receive the level of customer service he expected. We work very hard in trying to provide great customer service. I have personally looked into this situation and found that we sent communication on 6/10/13 for warranty evaluation. We received the product in our facility on 6/20/13 for evaluation. The product went through our internal processing and it was determined that there was not a structural issue with the product. However to ensure customer satisfaction we issued new product replacement to the customer. We hope that the customer is satisfied and that he will continue to use our products.

Consumer's Final Response /* (2000, 9, 2013/07/02) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Once Reynolds began responding to my emails and authorized a a return, the process of RMA'ing the wheels went smoothly. I don't think there were any bad intentions at play on the part of the people at Reynolds, just poor customer follow up during the first three weeks after I initiated the RMA request. I'm satisfied with the RMA response and am happy to close the complaint case.

I've been trying to resolve a warranty claim for over a month and have not received responses to my request for an RMA.
I purchased a brand new set of wheels from Reynolds and found a defect in one of the rims during one of the initial rides. I've made phone calls and sent emails to both [redacted] and [redacted] with Reynolds, but have not received responses from them regarding handling my claim. Both individuals said that they would provide prompt assistance in handling my claim, but have failed to do so.

The wheels were purchased in December of 2012. They were not used until late May, 2013. On one of the initial rides, I noticed a lump of metal residing on the braking surface, which should normally be smooth. I am unsure as to whether the lump was present on the brake track out of the box, or whether it may be the result of metal freeing itself under braking from the freshly machined brake track. The latter scenario should not be expected on a new wheelset that was used in conjunction with new brake pads, and in dry weather. After discovering the defect, I spoke with [redacted] and sent an email with photos of the defect. [redacted] told me he would forward the photos to the engineering department for analysis, but I never heard back from anyone for the next two weeks. After this, I called Reynolds again and spoke with [redacted] she too asked me to email her with details on the defect and stated that she would quickly follow up. More than a week later, I've heard nothing from her or anyone else at Reynolds and am disappointed by the lack of professionalism and care displayed by a company with such a great reputation in the cycling industry.