An open letter to Look Bicycle Products
Dear Look Cycling Products,
I am a keen recreational road cyclist and have been a fan of Look Bicycle Products for several years. I am also a fan of the cyclists who endorse Look products, particularly Thor Hushovd and my favourite cyclist Robbie McEwan. I love how fast they can ride even after they have been riding all day.
It was my understanding that Look Cycling Products such as the KEO Sprint Road Pedal are of a high quality. This perception is re-enforced by your high-end prices. I am a discerning consumer, and I certainly don’t mind paying more for a product if there is a benefit of doing so. In the case of the KEO Sprint Road Pedal I considered there was.
I saved up some money and in August 2006 I purchased a brand new pair of red KEO Sprint Road Pedals. I got the red ones cause they match my bike nicely.
I rode with the pedals about 2 or 3 times a week for 2 months before the left pedal broke. I was a bit surprised by this but “these things happen” and it was only a small bolt or pin that broke and could not cost more than a few dollars and maybe 20 minutes of labour.
I took my broken pedal to Brunswick Street Cycles. Only to be told that because I purchased the pedals in the USA that Look would not honour the warranty. (That’s he last time I be honest when taking something back). The boys at BSC took up my case anyway and despite their lobbying you have refused to fix the pedal, a fix that would literally take you a few minutes. Probably less time than it takes to respond to this letter. Furthermore I was told that these pedals hardly ever break, so I doubt you would have a backlog of broken pedals to fix. At least I hope not.
To compound the ridiculousness of the situation I weigh 65kg. I cannot be considered too heavy for your pedals. I am clearly not at fault for the pedal breaking.
What exactly is going on here? Has my pedal miraculously transformed as I left the USA? Is Look Cycling Products not the same company south of equator? Why can’t you guys stand by your products and support your customers? I am not trying to be nasty. I just want a fair go and for you to not be so mean spirited.
Here’s another experience I’ve had lately. One of my Full Speed Ahead carbon crank arms was faulty and had to be replaced. FSA replaced the crank arm within a few days at no cost and no questions asked. They were not concerned that I purchased the product in the USA and FSA proclaim that they happily stand by their products and offer a world wide warranty. I imagine replacing the crank arm would have been expensive and I am very impressed by the way FSA have looked after me. If FSA made pedals I would purchase some.
The question I have for you is… Other companies in the cycling industry are able to stand by their products and customers. Why can’t Look Cycling Products do the same?
Where do you see yourself?
About ten years ago, early in my working life, I was asked, “So where do you see yourself ten years from now?”
I was talking to a possible (and future) employer at the time, but in a social context so it caught me a bit off guard. And rather than deliver the ‘Here’s one I prepared earlier’ answer that you always have ready for job interviews I responded straight from the heart-
“Teaching kindergarten at the base of Mt Arapiles.”
Not quite there yet…