Joe Rocket's Excellent Customer Service

I bought some Joe Rocket Speedmaster 4.0 gloves 18 months ago and instantly found them comfortable. They didn't need breaking in, are well armoured and made from excellent quality leather. The only niggle was a cut appearing and growing in the right wrist strap, made by a plastic buckle it goes through.

Then, on Tuesday evening, I was putting on the left glove and my middle finger punched through the stitching at the end. The stitching had worn away completely. I couldn't use them on road or track as my fingertip was exposed and I had a trackday booked for this Sunday.

I sent an email to www.joerocket.com to highlight my concern and received a quick reply. This morning, I was called by John at TranAm, the UK distributor of Joe Rocket. The factory in Canada had called the UK and passed on my comments and they had decided to replace the gloves. I just have to take my old gloves to Infinity down the road from my office and a new pair of 2005 Speedmaster 5.0 gloves are waiting under the counter for me. These have redesigned stitching on the fingers and improved, jointed armour on the glove back.

My statutory rights and their guarantee say that I had no case. I would've just had to swallow hard and pay for a new pair of gloves. I'm seriously impressed that they replaced them. And with a new model on which they've addressed the fault that caused the first pair to fail.

So I'm seriously chuffed with Joe Rocket and their service. They've acted on good will to replace a product when they didn't have to and they obviously have a policy of continuous product improvement as their 2005 gloves are stronger and better. I will be buying Joe Rocket leathers in the summer when I go to buy a new 2-piece suit.

Cheers

Ian

Bugger, I forgot to post about my similar experience (also John at Tranam) a couple of weeks back.

Basically they did an excellent repair job on my jacket that was in warranty, rapid turnaround, very good communications throughout, all for free.

I will be buying Joe Rocket leathers in the summer when I go to buy a new 2-piece suit.

Yep, when it comes to getting race leathers for a track day/nurburgring trip, I will definately be getting it from them.

[fizzwheel]

nice one

Hey, i might well give that a try - i bought som Joe Rocket summer gloves last year (lost receipt) and the fabric on the glove has been torn to pieces from it catching on the velcro each time i put them on. Might send a piccy to the same address and see if i have any luck

BTW, another good customer service plug: Oakley. they replaced the frames on an 8 year old (!) pair of eye-jackets free of charge when they cracked and apologised for not getting the colour exactly right!!!

I've heard the same about Oakley. Also, Berghaus and Alpinestars. So, big ups to them!

Big down to Axo. There's a company with a lot to learn about service. The PC World of biking gear manufacturers!

Ian

Originally Posted by MilleonAir

The PC World of biking gear manufacturers!

there service might be good, but their gear SUCKS, I had the belt of 3 pairs of Balliostic 5.0 pants pull apart before I even put them on, they replace them quickly, but it became a waste of time

Originally Posted by RandyO

there service might be good, but their gear SUCKS, I had the belt of 3 pairs of Balliostic 5.0 pants pull apart before I even put them on, they replace them quickly, but it became a waste of time

I use ballistics and I've not had any complaints with them, comfy, durable, reasonably water-resistant. When you say the belt, do you mean the catch at the top of the fly (I can see how that could come off) or the velcro on the belt itself?

Originally Posted by mrbizzy

Hey, i might well give that a try - i bought som Joe Rocket summer gloves last year (lost receipt) and the fabric on the glove has been torn to pieces from it catching on the velcro each time i put them on. Might send a piccy to the same address and see if i have any luck

Another big-up for Joe Rocket - i finally got around to sending an e-mail with pictures of said gloves and a product manager called Marc e-mailed be back to apologise and confirm that they're sending me a replacement pair FOC. Great customer service!

Originally Posted by Ceri JC

I use ballistics and I've not had any complaints with them, comfy, durable, reasonably water-resistant. When you say the belt, do you mean the catch at the top of the fly (I can see how that could come off) or the velcro on the belt itself?

I mean that the belt riped right off... completely, 3 in a row

on my jacket, vent zippers all broke.