It’s extremely rare these days that you come across a company whose customer service completely blows away your expectations. That has happened on multiple occasions during my experience with my Quarq power meter.
In 2008, when Quarq was still in its infancy, Nick Schaffner and I took a chance and purchased the first model of the Cinqo power meter. It wasn’t perfect. It had an issue with moisture getting into the electronics and disrupting the power reading. When I contacted customer service and told them the issue that I was dealing with, they immediately emailed me a FedEx label so that I could return the broken power meter. Four days later I had a brand new one delivered to my doorstep.
The later versions of the Cinqo were much more polished. I did have two instances with broken strain gauges, but both times Quarq stepped up and replaced the broken model with a brand new one.
Then, over the weekend, our team traveled to the Sea Otter Classic. Immediately following the final stage of the stage race, teammate Jesse Smith and I stopped by the Quarq booth to see if they could diagnose our recent problems. We were both dealing with periodic drops in power readings. Kai and John took both of our bikes and told us that they would try to take a quick look at them and pinpoint the issue. We weren’t really expecting too much since they were about to pack up their booth and drive back to South Dakota. We walked over to the food court, grabbed some lunch, and returned about a half hour later. In the short time we were gone, they had replaced our existing power meters with brand new Cinqos, no questions asked!
Normally I am horrible with names, but I remember everyone that I have personally dealt with from Quarq over the past four years because they have been so friendly and helpful. So I would like to thank Shayna, Kai, John, Mieke, and Jim… and everyone else who has indirectly helped me along the way.
This has easily been the best customer service that I have experienced in my life.
Check them out at quarq.com