About a month ago I went to top off my tire pressure, and the pump wasn't working. Closer inspection showed a key piece of the head was somehow missing, preventing the system from pressurizing.
I thought about trying to fix it myself, and then considered just dumping it and buying a new one. But then I thought, in this new era of closer company/customer relations, why not try the interwebs and see what sort of support presence Topeak has?
A pretty damn good one, as it turns out. It took me a few minutes digging through their site to find it under the FAQ section, but you can register and then open customer support tickets. (Email or a simple web form might have been nicer, but that's a minor point.)
I posted my issue, asking for a new part to fix my pump, or offering to send it in if they wanted to take a look at it. Less than a day later, I got an email saying they were sending me a replacement head for the pump. Two days later, it came in the mail. It took less than a minute to swap in the new head. And now the pump is working perfectly.
Absolutely great customer experience here. No hassle asking me to dig up proof of purchase or anything like that. They didn't ask for money to cover the part (though I gladly would have paid), and the turnaround time far exceeded my expectations. Topeak is now a premium brand in my mind, and I'm definitely going to gravitate towards them for future bike accessories.
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