Oxford Products - Good customer service.

Just wanted to recommend Oxford Products for a service award, if there is such a thing!

I bought some Sports Hot Grips before Christmas to keep me toasty on the commute, and having had a pair of the originals on a previous bike, I never thought any problems would occur. Anyhow when I got round to fitting them, I went to switch them an and nothing happened. Thinking it was just that I had somehow installed them incorrectly, I went back and checked everything, but still nothing. No power to the controller, and no power to the grips. I returned the wiring loom to the supplier, who sent back a new loom from a new pack. A week later the new loom went on and all was hunky dory. That was until about a week later, when the controller kept switching off whils riding, and as I was to find out a day or two later, on by itself when not riding (I know I should have wired it to a switched live, but my trade is construction, not MVT!)

At this point I visited my local Suzuki dealer (King's in Kidlington, Oxford), who contacted Oxford for me, and arranged for one of there employee's to contact me. Later that day I got the call, and was asked if I could take my bike to their offices in Witney (I just happen to live in Witney - Handy that!)

I took the bike in and after around an hour of playing with the connections, and checking the installation, the employee said he could see there was a fault on the loom, but without taking the thing apart he could not guarantee what the problem. He then went off for about 5 mins, and when he returned he had a prototype (This is where I might have been had hook line and sinker!) loom for the grips, and that it was to be rolled out during 2010.

Soon after that I had the new loom in my bag, and I trundled off to work feeling a lot happier. That weekend I decided to swap the 2 looms, and see what happened. The first thing to say is that the connectors on the new loom are much beefier than the originals. They not only look more substantial, but also feel a lot more hardwearing as well. Since fitting the new loom I have not had any problems with the grips switching off whilst riding, and the controller once switched off, stays off.

I have to say I have trusted Oxford Products for a lot of my riding kit, and thanks to the way they handled my issue above it will stay that way. I also have to say I do not normally blow smoke up any companies behinds, and I am not on their payroll. I did'nt even know they were 2 miles from my front door until they called up.

Here's to lovely warm hands!

They helped me out when my grips failed, but now it's happened again and it's out of their warranty. I bought a new controller off an authorised vendor on ebay. They admitted to me they'd had a massive batch of faulty units from their supplier, but the 2010 units are promised to be better! Let's hope so eh?

[Dave20046]

They were crap for me via email, uncourteous, unhelpful responses.
Don't buy their kit now or again.

When I needed to contact them, they were ok, it was the store I bought them from that was a pain. It took them nearly 3 weeks to get my replacement controller to me. Oxford were not impressed.

[Dave20046]

Originally Posted by araya213

When I needed to contact them, they were ok, it was the store I bought them from that was a pain. It took them nearly 3 weeks to get my replacement controller to me. Oxford were not impressed.

That's a bit hypocritical of oxford! took a month for mine to come direct from them.

My controller failed, so i emailed Oxford customer service, they contacted me within 24 hours. They told me that there was a problem with a batch of controllers, and to ask the store I got it from to send it back for replacement. I sent the controller back next day, first class. I heard nothing from the vendor for a week, then called them. After looking around, eventually found my controller. promised me they'd send it back to oxford next day. After another week, called them again. They'd sent mine back, but were waiting on Oxford. call Oxford, they say they sent out the replacement already! call vendor, after looking around, find my controller, magic! Will be sent out tomorrow, promise. One final week later, turns up at my door!