Rapha's aftersales service

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ThePullMan
Posts: 36
Joined: Mon Dec 13, 2010 10:16 am

by ThePullMan

Hi guys,

I was involved in a crash last Sunday and I screwed the right buckle on my Rapha Grand Tour shoes up pretty badly. I decided to send an email to returns@rapha.cc that night wondering if I could purchase the buckles separately and I haven't received any replies from them yet. Should I email them again? Has anyone here had the same bad experience as me? Does Rapha stand behind their products? All help will be greatly appreciated!

Thanks!
It isn't going to be easy, but it's going to be worth it.

by Weenie


liam7020
Posts: 775
Joined: Tue Jul 27, 2010 10:04 am

by liam7020

At that price point you would expect that Rapha would at least reply to your correspondence. I'll be interested to see how this pans out. Keep us posted.
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IcedHalo
Posts: 28
Joined: Sun Nov 14, 2010 1:46 am

by IcedHalo

I'd try emailing them again, but if they don't have any, you can always get some spare buckles from Giro (that fit the the Factor/Trans) which are available at most of the usual online places. The Rapha Grand Tour shoes are actually based on the Giro shoes as you might know. They won't have the fancy aluminium ratchet though.

wasabi1
Posts: 192
Joined: Mon Jan 31, 2011 9:57 pm

by wasabi1

Try enquiries@rapha.cc

I have had excellent after sales in the past.

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kac
Posts: 361
Joined: Sat Dec 04, 2010 5:31 pm

by kac

A follow-up note certainly can't hurt. Personally, I've had unsatisfactory post-sales service from Rapha (USA) but hopefully, given the cost of the item you purchased, your prospects will be better!

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euan
Posts: 1487
Joined: Sat Sep 05, 2009 11:20 am

by euan

Rapha in the UK have some pretty amazing aftersales service. Free repairs and stuff.
"Step forward the climber and all those who worship at the altar of lightness" - R. Millar

ThePullMan
Posts: 36
Joined: Mon Dec 13, 2010 10:16 am

by ThePullMan

Thanks for the replies guys! I've sent an email to enquiries@rapha.cc, hopefully they will send a reply soon... I'm based in Singapore, so it will be best if they can send the buckles over so that I don't have to go through the hassle of sending my shoes back to them etc. Will keep everyone posted!
It isn't going to be easy, but it's going to be worth it.

blantonator
Posts: 115
Joined: Sat Oct 23, 2010 8:36 pm

by blantonator

Just call them up!

Repair Service Policy

Rapha offers a free repair service where a crash or accident has damaged a garment or a failure has occurred even after significant usage.

ThePullMan
Posts: 36
Joined: Mon Dec 13, 2010 10:16 am

by ThePullMan

Oh yes that's really true... Oh well, I just hope that they revert to me soon! I'd be really surprised if they don't send me a spare pair as so many people have had good feedback from them.
It isn't going to be easy, but it's going to be worth it.

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Roobay
Posts: 1958
Joined: Fri Mar 23, 2007 12:19 pm
Location: On Pave

by Roobay

FACT rapha will repair your shoe
Mostly repairs are done free of charge
Being in Singapore might be a factor to how soon it takes place
Repais in the UK take anything from a week to a month in my expirience depending on what it is
Don't moan at Rapha at least they will repair it unlike most other makes
i like people... i just can't stand assholes

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bigpun
Posts: 17
Joined: Thu Apr 27, 2006 2:23 pm

by bigpun

I returned a rain jacket that got caught up in the dryer and destroyed the zipper. They replace it with a new one; no charge and it only took about two weeks. I love that kind of service and will always be a rapha fan. I suggest you call them.

ThePullMan
Posts: 36
Joined: Mon Dec 13, 2010 10:16 am

by ThePullMan

Well it's been a week and a half since I've emailed both returns and enquiries but still no reply... :| looks like I've got no choice but to give them a call.
It isn't going to be easy, but it's going to be worth it.

limba
Posts: 956
Joined: Tue Dec 16, 2003 4:24 am

by limba

Call. Twice I've ordered things and they ran out of the item while it was being processed. They apologized and gave me a nice discount on my next order.

Taylor
Posts: 1
Joined: Wed Jan 30, 2013 5:19 am

by Taylor

Hi ThePullman,

Please message me your contact details / address and I'll arrange the buckle for you.

Kind regards,

Adam TC

adam.taylor-campbell@rapha.cc

tonytourist
Posts: 1165
Joined: Sat Oct 10, 2009 7:13 am
Location: 93306

by tonytourist

:welcome: Adam :thumbup: :thumbup:

by Weenie


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