DT Swiss M 462 Rims: Customer Review

Our customer John Cully ordered some DT Swiss M 462 rims for his mountain bike. After one of the rims ended up with a manufacturing defect, we did our best to get John a new rim. We are glad everything worked out! Customer service is always our primary concern regardless of how big the order is.

Overview

I purchased a pair of DT Swiss M462 rims recently, and the guys at Worldwide Cyclery went over and above to make it a great experience. I’ve built wheels extensively with DT rims, and they’re generally great to work with—straight out of the box, easy to work with, very even tension resulting in a very strong, straight wheel. This time there was a slight hiccup!

Set Up

I built a wheel with the first rim and all was great. When I unwrapped the second, I immediately noticed a small but pronounced gap at the sleeved joint in the rim. I took some photos of the gap, sent them to Worldwide Cyclery, and got a response about an hour later apologizing for the issue and promising to take care of it. This was over the weekend, so I appreciate that they were checking emails and took the time to respond. The rep asked for a couple more detailed photos, which I provided, and within hours I received a return label for the defective rim, and a shipping notification for its replacement.

Within 3 days the replacement landed with multiple notes sent by the Worldwide Cyclery team to make sure I was satisfied. I was!

Final Thoughts

Internet bike retail is a tough business, and while price is important, customer service is STILL critical! It’s great to see a company like Worldwide Cyclery doing a great job communicating, taking action, and empowering their employees to make things right. It’s very easy to judge a company based on how they handle any issues that arise, and Worldwide was truly world class in taking care of the problem and earning my business.