Posting my experience about Velobuild's customer service. TLDR: IT WAS GOOD. I had a fork develop a hairline crack near the axle hole. It was nowhere near catastrophic. I have the same number of teeth. And I've ridden it a few more hindred km since seeing it. But a crack there was, so I emailed support... they asked me to email photos, which I did... then they asked for a few more to ascertain it wasnt just a paint crack. I emailed again. They agreed it was a carbon fault and told me they'd replace it... I had to follow up after a few weeks of not receiving it only to find that the delay was due to them not having a white carbon fork, and would I be ok with a black one? I said yes. Then radio silence again... but 2 weeks after, a brand spanking new fork arrived.
My observations: was customer service excellent? No. Definitely lapses. Was it good enough and did they stand by their warranty? Yes. Am I happy with the product? Yes. It shouldnt have broken, but I did have it for 2 years and a few thousand km before it gave up. Even the most expensive bikes break here and there, so I'm not angry. I've also had much worse experiences with customer services from so-called "enlightened" countries.
