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I'd say that I completely agree with the folks here about SOLO's customer service. It definitely raises the bar and is in a league of its own. When the wheels of my solo bag broke after only a year,I was a little apprenhensive about the quality of the product. I thought I can purchase a wheel from SOLO and fix it myself. I sent in my request on Sunday through the SOLO website and thought I won't hear from it for a week. My first surprise was that the next day (Monday), I got a response from a real person(Diana Begy), with detailed instructions to submit my claim and best of all -- An ACTUAL CALL BACK PHONE # (not a 1800 kind which put one thru' a series of nameless wierd accents). I then tried emailing pctures of my damaged bag to Ms Begy. After 8 times of message delivery failure, I tried the fax. Unfortunately, the picture received by Ms Begy was unclear. I was exasperated and called Ms Beggy, expecting the "run-arounds" similar to those of most cable or phone companies. Imagine my delight when Ms Begy continued to patiently talked to me to understand the damages to my bag and seek ways to address my frustration. What's more, after ascertaining that the wheels cannot be replaced, she offered to send a new replacment bag to me, without further questions. My new bag arrived 3 days later. Now, That's what I call real customer service. Ms Begy boosted my confidence about SOLO. Yes ! It delivers its promises of excellent product and service. I shared my experience with my family and friends and they were equally impressed. Keep up the Good Work !! SOLO Customer Service. You've won over a customer today and I'll recommend you to my freinds.