Espin customer support

PatriciaK

Well-Known Member
Region
USA
City
Pacific Northwest and Piedmont Triad
I believe in giving credit where it's due, and so want to give a shout out to Andy and Javell from Espin customer support!

After developing my second loose spoke since I purchased my Flow in March, 2021, and a squishy brake lever, I contacted customer support.

Javell got back to me the next day with all the info needed about the spoke (size and tensioning measurement) and brake (line needed bled). And then, the following day, Andy chimed in to clarify some points - He suggested I take the bike to our local REI to have all the spokes re-tensioned and the brake attended to, and said Espin would reimburse me for the work.

We picked the bike up this morning from having the work done (excellent job by REI!), and I emailed customer support screen shots of my receipt. 30 minutes later, I got an email back advising that the full amount had been refunded to the credit card I used to purchase my bike. Yay!

Espin has been very responsive to all my questions during and after my purchase, and now have quickly and efficiently handled items under warranty - they even located a bike shop to do the repair for me. Couldn't ask for better customer service!
 
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Cstefan

Member
Region
USA
City
Seattle, WA
Yes, I agree Espin support has been excellent.

I am concerned so many seem to be having spoke issues with their bikes and hope the company takes steps to correct the problem on their end.
 

PatriciaK

Well-Known Member
Region
USA
City
Pacific Northwest and Piedmont Triad
I'm hoping that in the rush to production last spring when people were waiting months for bikes, it was the workmanship in assembling the wheel rather than the materials that failed, and having REI tighten everything up solves the problem 🤞🤞🤞.
 

Cstefan

Member
Region
USA
City
Seattle, WA
I'm hoping that in the rush to production last spring when people were waiting months for bikes, it was the workmanship in assembling the wheel rather than the materials that failed, and having REI tighten everything up solves the problem 🤞🤞🤞.
Almost certainly a workmanship problem.