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| - Purchased a new mountain bike here two Fridays ago, at a great deal, and even ordered a Kuat bike rack at their recommendation. I picked up the rack the next Monday, already assembled (free service) when it came in a few days later and on its 2nd use on Wednesday, it failed going down I-17, half-flinging the brand new bike causing it to drag the handlebars! It was such a scary experience, since it was already dark and I-17 south from North Phoenix doesn't offer much room for pulling over at ALL.
I finally did pull over and put the bike rack upright and retightening everything. While merging onto I-10, the dreaded thud happened again, and I pulled over to put the rack back up and started driving very slowly with emergency signals on. It gave way another time, and this time after putting it back up, I took to local streets and drove super slow... It did fail once more and since I was so close to home, I left it the way it was since it was obvious it did not want to stay up, so I drove slowly and finally made it home.
It was such a bummer having a brand new bike be damaged like that especially since I had a weekend trip planned to go biking in two days so I didn't know what to expect when I took it into the shop next day on Thursday.
Everyone at the shop was shocked since Kuat is known for their amazing quality and apparently they're even more known for their awesome customer service. Coupled with that and the service at Slippery Pig, it's been quite an experience. They looked over the bike and replaced parts that needed to be addressed so I could take the bike on the trip. I was able to pick up my bike on Friday for my trip.
During the trip, I don't know if it was myself psyching myself out or what but the bike did not feel the same, not to mention noises I hadn't heard before and the bike not being able to hold gear when I needed to climb.
When I got back on Monday, I took the bike back with my concerns and I was able to pick up a replacement rack.
It's now Tuesday, and the owner himself just called me to reassure me they will go over it very finely for any problems and correct anything they see.
So far, it's been a great experience and it seems like this shop and its employees have your back and stand by the products they sell and recommend.
I will update this review after the matter has been resolved, but so far everything has been great!
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