I'm writing this topic as I'm completely fed up with Tunes customer service.
Late 2009 I bought a set of wheels build around tune hubs from Roues Artisanales in France. Adrien used a new Mag 180 hub in the rear wheel. Back then we knew the Mag 180 hub had some issues with a creaking sound. Adrien and Tune fixed this.
Sadly the creaking sound came back to my wheels. So the 15th of September this year I sent them an email telling them the following:
15th sept 2013
In 2009 I bought a set of custom wheels from Adrien Gontier, Roues Artisanales (RAR). By then a creaking issue was known with the Mag180 hub. Adrien supposedly solved this, but since a few months my rear wheel creaks like mad again. I love the wheels he build a lot and I really like the way the Tune hubs sound and work. What can we do to solve this issue? is it known to come back?
I then got the following automated reply:
Guten Tag und Herzlich Willkommen beim Service-Team der Firma Tune.
Wir bestätigen den Eingang Ihrer E-Mail.
Gerne kümmern wir uns um Ihr Anliegen so schnell wie möglich möchten Sie aber darauf hinweisen,
dass saisonbedingt die Bearbeitungszeit unterschiedlich lang sein kann.
Ihr Service Team.
Welcome to Tune.
We acknowledge receipt of your email.
We would like to inform you that we may need some time to respond to you during high season.
Your service team
I'm okay with that. Any company can have busy times and I like the fact that they let me know up front.
So, I waited two weeks to cut them some slack. Those two weeks pass and nothing happens. That is when i decided to resend my email.this happend on the 30th of September.. By then I got the same automated response.
I wait a little less then a month and decide to call them. The phone is picked up by a friendly German tune employee. he listens to my story, even the whole email thing, and tells me I can send them over to them to get them fixed. I don't even have to pay labour I should only need to pay for replacement parts. My thoughts are that that is a good deal so I ask the guy the address where I should send it to. he tells me that I will need to email them again so he can answer my email. By then I tell him again that I don't have any trust in their email system and ask him to send me an email. (my emails can still end up in their spam filter, who knows?) I spell out my email address to him and he then tells me I should receive an email of him soon.
I waited little less then a week for an email from him, when that didn't show up I sent Tune another email:
28th Oct 2013
Dear Service center,
Least week I spoke to one of your colleagues in German about a creaking (knacken) issue in my Mag 180 rear hub. He then wrote my email address down so he could sent me an email in which he would tell me where i need to send my wheel to for service. i still need to get that email.
please let me know where I should send my wheel to in order to get this solved i really like the wheel set and the hubs are amazing, but the sound is driving me crazy.
Guess what? I got the same automated response!!!
Dear Tune, please help me by fixing my wheel and help a lot of others by actually responding to emails.