We had a customer a few years ago break a Sam. Long story short: the fellow was abusive to the bike, and the cracked frame didn't surprise me. In the course of this fiasco, the guy became extremely upset with me and with Riv. It started to become clear that no reasonable solution was going to make him into a happy customer (and I wasn't going to be bullied into an unreasonable solution). I actually didn't feel a full replacement was warranted. I told all of this to Riv. Nonetheless, Grant sent me a new frame for the guy. And new Silver sidepulls, since the broken frame was the earlier canti version. There was little or nothing to gain from this gesture, nor was it a slam-dunk that Riv was obligated in any way...but Grant gave the guy the extreme benefit of the doubt. I always admired that "turn the other cheek" approach to customer service.
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