
O amortecedor finalmente chegou da revisão, a Superlight está ali pronta para acelerar. Para a história ficam as peripécias da revisão que motivaram o email abaixo, enviado para a
Progressive Suspension. Sem mais comentários!
Dear Sirs
I'm sending you this message to complain about assistance in Portugal to my 5th element air shock. Although I understand that we are a small market with not that many customers, I defend that any company should always deliver good quality products and have good representatives. The later does not seem to be the case in Portugal.
After about one year running with my shock, I decided to send it to a revision. I phoned your local representative (Vieira & Graça) and, because the shock had no problems (that I noticed) I asked when it would be the best time to send it in order to have it revised in the least possible time. I was told to send it immediately and that I should expect it to receive it back within one week. After two weeks I phoned for the first time enquiring about the status. I was then told that they were "working on it", and it should be dispatched the following day. A few more days passed and, on the second phone call, the person in charge admitted he had not revised the shock yet and guaranteed that for the next day. On the third phone call, a few more days later the story was the same but this time the person actually told me that he was very busy and that, to him (I quote) "the revision of shocks was more like a hobby".
I find this unnaceptable coming from the oficial representative of your products. I then decided to start phoning daily until finally, 5 weeks after sending the shock and 3 weeks later then they had originally promised, I received the shock. The invoice that accompanied the shock showed that no parts were needed meaning that the revision of the shock probably took no longer than 1h.
As I said above, I find this behaviour unnacceptable and one that compromises the image of your products. As a customer of a high-end product I expect an equally good after-sale service which I did not find in your representative. Thus I urge you to take the measures you find appropriate to avoid similar situations with other customers in Portugal. Until then, I can only warn other potential customers about what to expect when buying or revising their shocks.
I look forward to hear your response. Until then, please accept my best regards