I recently had a fairly nasty spill. I got lucky, given the speed, and appear to have got away with some decent road rash, a possibly cracked rib or 2, and a very definitely cracked helmet . I’m back on the (remarkably intact) bike, although hard efforts and bumpy roads are not fun! I did, however, completely rip open my Rapha Pro Winter jacket at the shoulder and side.
I thought I’d try my luck with Rapha’s crash repair service. Within 24 hours, they’d emailed back, saying that based on the pictures, it wasn’t repairable, but sent me a £70 voucher (able to be used on any full priced item or items). I didn’t ask for it, to be clear.
I know Rapha have a certain reputation in some circles, and get a bit of stick on the meme accounts, but this was fantastic customer service, and they have now gone to the top of my list when I’m next looking for higher end new kit. I could contrast this with Le Col, for example, who offered me much less of a discount on a waterproof jacket that was clearly not waterproof…
Anyway, we all moan about stuff failing and crappy customer service, so I thought I’d give some credit where it was due.