Pannier update - thank-you Gazelle Australia!

In a recent post 'Problems with the Perfect Pannier', I outlined how one of my panniers had frayed on  the top panel.

I had originally bought these from Pushys, so I sent them an email with some photos of the problem and received this reply:

If you could please send me some pictures of this I can assess this for you and send it to my supplier and see what we can do for you.

Kindest Regards

The Customer Service Team

I had actually sent photos, but I sent them again and received this response.

I will need to get these back to me so I can have a look as this does not look right

Please follow the link below to our returns/exchange form.

Print this, fill in the details and return it with the item in the package.

http://www.pushys.com.au/pushys-returns-exchange-policy.html

 Kindest Regards

The Customer Service Team

I then rang and spoke to someone there to see why I needed to send the panniers back. Surely my photos were enough? But they wanted to take their own photos and send them to their supplier. I offered to take more pics, but to no avail. I would be looking at at least two weeks without panniers. 

I felt that this was pretty ordinary, as in the past (with other suppliers), I have had no trouble. So, I'm not dealing with Pushys again. Next time I think I'll just buy from my not-so-local bike store - MySpokes as I know they have excellent customer service.

However, there is a bright side to this story.

I knew Gazelle Australia were the Australian distributor of Basil bags. So I sent them the same photos of the frayed top flap.

The next day Paul from Gazelle rang me and told me that it looked like I had a faulty bag and sent a replacement - which I received Tuesday! What great service! No problems! What a great company!

Thank-you Paul :)