In a day and age when it’s easy for big companies monopolize the cyclist market while half-assing good customer service to weekend warriors and wannabes such as myself, it’s always refreshing to be reminded that there are still small companies that aren’t under rule of a guy with a business degree wearing a suit and sitting behind a giant mahogany desk. As fighters of the man behind the desk, they actually have to care about their customers- something I experienced last night that made me feel all warm & fuzzy inside (well, it could have been the Maredsous, but whatever).

As you may remember from my race report, I flatted early and found that the Awesome Strap Race that Dicky gave me after Southern Cross had somehow cut a hole in my spare tube. I don’t really fault the strap- if you ride off-road, stuff rattles and vibrates. No matter how you secure it to your bike or person, a tube can have a hole rubbed in it over time, and it’s my job to check for that. I fault myself.

However, last night, I got an email from the president of Backcountry Research. He apologized profusely for my problems and is going to send a Hitch strap out for me to try. Hell yes! Win on so many levels.

So, there you have it. Hurray for “Awesome” customer service.