text: Kudos for THULE - Advice - Paddling.com
  Kudos for THULE
  thirstyturtle May 30, 2012, 3:42pm #1
  -- Last Updated: May-30-12 11:42 AM EST --
  A few weeks ago someone posted a question on whether the Thule Hullavator was worth getting.I wasn't happy with mine and posted so. I have had all kinds of trouble with my hullavator -the latest being an end cap on the round bars that hold the pads went AWOL. Went to my local Thule shop and they just handed me a catalog and told me to call Thule that they didn't know how to find the part. WELL, i am glad they did. I call Thule and I originally just wanted a cap maybe a spare and i told them of my repeated trouble with the system locking into the down position( Even the replacement one)and asked about the bad rusting issues. They asked that i send pictures and explain what was up with my system. Then i get this email saying my order is on the way. What order i think...the caps? I call, it's a whole new Hullavator. WOW...i am sorry what i said about Thule. Those issues do stand but what a pleasant surprise this is. I guess i just got the right person this time. So a big shout out for Thule. You have made my day and renewed my faith.
  system May 30, 2012, 3:48pm #2
  So many places don't have good customer service these days… great to hear about someone who does. And I am gonna need a new rack system soon so this is good timing.
  system May 30, 2012, 10:08pm #3
  Free as long as you don't ask for it
  I had a piece of computer equipment become damaged through excessive use and got a response from the manufacturer that it was out of warranty and that there was nothing they could do. When I told them that I just wanted to buy replacement parts and that I didn't expect anything else, they sent me a complete new one!
  My dad has a similar experience with his stove at home. He ordered a replacement part on the phone and the guy said it was no charge since the old one must have been defective. Had he asked for a new one for free, he would have had to pay full price, I'm sure.