Aha, the legendary ICE customer service.

DIscuss anything relating to non-standard cycles and their equipment.
BlackPanther
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Joined: 3 Jan 2012, 11:24am
Location: Doncaster

Aha, the legendary ICE customer service.

Postby BlackPanther » 12 Oct 2014, 12:16am

I've had a rattle problem on my Trice's rear cassette, but didn't have the correct tool for the job, so below is an email I sent to ICE.


Hi. I purchased a 2nd hand Ice Trice QNT around a year ago. I've used it heavily (5,000+ miles) and the rear cassette has developed a 'rattle'. Having removed the wheel I can feel play both sideways, and circular-all gears 1-6 have play in them.
I have a shimano cassette removal tool, which worked fine on a Trice 'S' I owned a few years ago, but this cassettes lockring has only 4 teeth holes. Can you give me a price for a replacement cassette (9-32) and also, do you supply the correct tool to remove it please.
Many thanks, Mr C Panther.


To which I received this prompt reply from ICE.

Hi Carl,
It sounds like the cassette body retainer is loose so I would suggest tightening this before replacing expensive parts. (see attached photo)
I am sending you a lockring spanner and our instructions for stripping the hub, free of charge.
If you do need a replacement cassette the price is £94.83 + P&P
Many Thanks,
Phil
Inspired Cycle Engineering
Unit 15 Tregoniggie Industrial Estate
Bickland Water Road
Falmouth, Cornwall
TR114SN
01326 378848


And in the post the next day I received,
Image
Now, how good is that for customer service.....especially as I've never actually bought anything from them. I suppose that by buying 2nd hand Ice trikes, the sellers may go on to buy a new model from them?
10/10, 5 stars, to Ice! Here's hoping that one day I'll have the dosh to but that brand spanking new Vortex I'm dreaming of!
The photobucket images don't work !!!

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Spinners
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Location: Port Talbot

Re: Aha, the legendary ICE customer service.

Postby Spinners » 12 Oct 2014, 5:05am

Nice to hear! Without taking anything away from a superb response I'm wondering if they have they changed their name from ICG to ICE and have unsold stock of the ICG branded spanners?
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[XAP]Bob
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Re: Aha, the legendary ICE customer service.

Postby [XAP]Bob » 12 Oct 2014, 6:55am

If you turn it over the g becomes a lower case e, and the I and c remain...
A shortcut has to be a challenge, otherwise it would just be the way. No situation is so dire that panic cannot make it worse.
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Spinners
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Re: Aha, the legendary ICE customer service.

Postby Spinners » 12 Oct 2014, 10:02am

Ah, I see.
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BlackPanther
Posts: 207
Joined: 3 Jan 2012, 11:24am
Location: Doncaster

Re: Aha, the legendary ICE customer service.

Postby BlackPanther » 12 Oct 2014, 11:51am

Spinners wrote:Ah, I see.



Image

Happy now? lol. :wink:
The photobucket images don't work !!!

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[XAP]Bob
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Re: Aha, the legendary ICE customer service.

Postby [XAP]Bob » 12 Oct 2014, 1:34pm

BlackPanther wrote:Happy now? lol. :wink:


Much better :mrgreen: :lol:

The service they provide, it's only fair to get their logo the right way up ;)
A shortcut has to be a challenge, otherwise it would just be the way. No situation is so dire that panic cannot make it worse.
There are two kinds of people in this world: those can extrapolate from incomplete data.

forlorn hope
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Re: Aha, the legendary ICE customer service.

Postby forlorn hope » 14 Oct 2014, 5:26pm

ICE have great customer service,just one thing has peeved me from my last purchase from them.
I bought the new hardshell seat for the S and although I already had the compatable mounting kit,I was informed I had to buy the seat with the VTX kit which was absolutely no use to me and I had to pay around £40 for the privalege.
Trice S 700cc
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