Alpitude Components

First, some context on the situation: The customer ordered a standard saddle (we have email we decleare we dont' make custom layup) through a dealer in Poland. So the dealer placed a standard layup saddle order with us, so we shipped a standard saddle.

Without prior notice or documentation, the customer unilaterally decided to ship the saddle directly back to us. It took us two weeks just to identify who sent the package and trace it back to the dealer.

tyhe comunication with dealer to what to do with customer taken another 3 weeks, since we adviced that we don't apply custom layups.

Although we do not normally offer custom layups, we agreed to accommodate the request as a special favor to the customer (NO Additional costs applied to cusotmer!) , who had already been waiting. We explicitly advised them that this would take longer than usual, as it falls outside our standard procedure.

Regarding communication: The claim of "poor communication" seems to stem from us not replying within a few hours. Additionally, we direct our official updates to the dealer rather than replying via customer emails or Instagram, as the transaction was made through the dealer. If order has placed via delear you have to message the dealer to avoid mistake, delay and other misterunderstanding.

Regarding the other items:

Cages: No issues or problems were ever reported to us.

Mount: There was a glue defect; a replacement has already been shipped to the dealer (less than 3 weeks since the product wasn't in stock to be replaced in day shipment)!!

UPDATE: We have already shipped the completed custom-layup saddle to the dealer who made the sale.

We are disappointed about this review as what is written is not completely true:

1)Mathew after seven month of use sent us a warranty claim for our mount because there was a break in the screw zone.

2) We replied to him saying that we're going to re-design all mount range (mainly due to the new devices on market like Wahoo ACE and Garmin 1050 and also bike models) so we would like to send directly the upgraded version of the mount (thinking to done a good thing for the customer). Note that the mount is not available for sell so we informed the customer that there was some time to wait before shipping (never wrote an exact date - OUR EMAIL "It could be early may". We used conditional)

3) Mathew accepted to wait and receive the new updated model instead of the actual Stelvio HS .

4) Since we had some weeks of delay on new mount release Mathew requested money back after 7 months from purchase. We replied that isn't possible since refund policy works until 2 weeks after receiving the order. For this reason we clearly asked to him if he would like the new updated model available from mid june or the actual version of Stelvio HS? Mathew reply that he wants actual Stelvio HS .

So we replied to all the emails and offered the due support as always.



UPDATE: we have sent another new unit in warranty to customer with new model we made.