OK, so I have owned my Saris rack for a couple of seasons. I
had no problems with the rack, except the wheel holders
shaking so much at highway speeds that I felt like my wheels
would be thrown. But even with some age the rack still did
what it was designed to do (keep my ride safe and look good
when it wasn't loaded)
This past week I noticed excessive wind noise coming from
the roof of my Subaru. When I checked it out I discovered
that 2 of my "daisy" nuts had disappeared. I emergency
fixed it and went to my LBS. They directed me to contact
Saris directly.
I emailed Saris, telling them what happened and as an
afterthought I mentioned my wheel holder problem. I fully
expected to wait a week or two for a response along the
lines of: "Ohhhhh, that's too bad! Well, we can ship those
nuts to you today for $10+ each plus shipping. As for the
wheel holders-it must be operator error!"
On the contrary. That afternoon I received a response from a
customer service representative. She indicated that she
would send out replacements nuts, and issue a return
authorization for the wheel holders.
I was VERY pleased with the response time. Very pleased with
the response. And very pleasantly surprised with the overall
experience with Saris.
Just thought I would let you guys know.
Simpson