Robert Prokschi - Customer Service :-)
Posted: Tue Jan 26, 2016 7:22 pm
As some of you know, I installed 75kph hub gears in my Haflinger that were sourced from Robert Prokschi in October 2014.
I drove on those years for 1800km and then in early November last year, one of the gears failed. Of the eight gears installed it was one of the large rear gears that had its teeth worn off. Its drive gear was Ok and the opposite side hub gears were Ok but showing a little wear.
Once I advised Prokschi of the issue, Matthias Prokschi advised that this was the first issue they had and would discuss with the manufacturer. Their response was to replace the effected items and for me to itemise my costs (installation, consumables and shipping) and they would refund all those. On my part I was not interested in these additional costs just having serviceable items.
I sent off the gears just before Christmas and late last week I received a new set of rear gears in the mail.
I certainly accept that when you purchase items that on occasion there can be unexpected problems and the issue comes down to how the seller deals with the issue.
Many sellers just want to wash their hands of the problem but to Matthias' credit he took ownership from the start and offered a great solution for which I am thankful.
So full marks to Matthias and to the business of Robert Prokschi and the customer focus they have.
Garry
I drove on those years for 1800km and then in early November last year, one of the gears failed. Of the eight gears installed it was one of the large rear gears that had its teeth worn off. Its drive gear was Ok and the opposite side hub gears were Ok but showing a little wear.
Once I advised Prokschi of the issue, Matthias Prokschi advised that this was the first issue they had and would discuss with the manufacturer. Their response was to replace the effected items and for me to itemise my costs (installation, consumables and shipping) and they would refund all those. On my part I was not interested in these additional costs just having serviceable items.
I sent off the gears just before Christmas and late last week I received a new set of rear gears in the mail.
I certainly accept that when you purchase items that on occasion there can be unexpected problems and the issue comes down to how the seller deals with the issue.
Many sellers just want to wash their hands of the problem but to Matthias' credit he took ownership from the start and offered a great solution for which I am thankful.
So full marks to Matthias and to the business of Robert Prokschi and the customer focus they have.
Garry