PBK - big thumbs up!
jordan_217
Posts: 2,580
I bought a pair of NW SBS Evo Tech road shoes in Jun' 13 from PBK.
Fast forward 21 months and both ratchets are working loose when I'm riding. The left one just fails under the lightest of load.
I contacted PBK on Saturday to see if the ratchets are covered as part NW's 2 year warranty and/or to see if I could order spares. The advisor took my details and said someone from the warranty team will be in touch.
I was contacted by Connor from PBK this morning who has advised that a replacement ratchet kit will either be despatched today or I'll receive confirmation that a replacement has been ordered (should they not have stock). Either way I should have a replacement ratchet kit pretty soon.
I offered to send the shoes back for inspection but they said that it wouldn't be necessary.
Great customer service and exactly how it should be done.
Fast forward 21 months and both ratchets are working loose when I'm riding. The left one just fails under the lightest of load.
I contacted PBK on Saturday to see if the ratchets are covered as part NW's 2 year warranty and/or to see if I could order spares. The advisor took my details and said someone from the warranty team will be in touch.
I was contacted by Connor from PBK this morning who has advised that a replacement ratchet kit will either be despatched today or I'll receive confirmation that a replacement has been ordered (should they not have stock). Either way I should have a replacement ratchet kit pretty soon.
I offered to send the shoes back for inspection but they said that it wouldn't be necessary.
Great customer service and exactly how it should be done.
“Training is like fighting with a gorilla. You don’t stop when you’re tired. You stop when the gorilla is tired.”
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Comments
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Good to hear some positive news about PBK, my experience since they were taken over by The Hut has been shocking.I'm sorry you don't believe in miracles0
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SloppySchleckonds wrote:Good to hear some positive news about PBK, my experience since they were taken over by The Hut has been shocking.
I've seen a few negative reviews since the HG buy out but they've always been great IME.
At Xmas my wife ordered me numerous jackets to try for an Xmas pressie when it was time to return the unwanted jackets PBK sorted a DPD collection for me and from work.
I've just had an update to say that they've ordered the replacement ratchet kit and they will send it on to me at the earliest opportunity. I assume they got it from iRide who are showing as having stock so I'm hoping for a quick turn around.“Training is like fighting with a gorilla. You don’t stop when you’re tired. You stop when the gorilla is tired.”0 -
Glad to hear you've had a positive response. I bought my Crosslight Pro6 frameset from them last summer and customer service was top notch that time around. Have since bought (separately) a Sportful R&d wind jersey and the R&d biblongs from PBK. Both items were faulty (both had tear holes!) so had to be replaced. Whilst they sorted out free return delivery via Collect Plus, both items took around 2 weeks before my replacements arrived, both via Hermes meaning waiting in for a delivery. They were the best prices on t'web by far, but I wish their returns system was slicker and quicker...Titus Silk Road Ti rigid 29er - Scott Solace 10 disc - Kinesis Crosslight Pro6 disc - Scott CR1 SL - Pinnacle Arkose X 650b - Pinnacle Arkose singlespeed - Specialized Singlecross...& an Ernie Ball Musicman Stingray 4 string...0
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Spare ratchets for both shoes have arrived today - a cinch to fit and problem solved.
Great service and communication from PBK throughout.“Training is like fighting with a gorilla. You don’t stop when you’re tired. You stop when the gorilla is tired.”0
