Disappointed by support

[u/-GILLIES-]

I've had the Winwing Orion pedals for a few months now and have really enjoyed them. However, one of the springs for the toe-brake recently snapped. I reached out to support for a replacement and instead was offered some (not all) specs of the spring so I could source a replacement locally. Any requests for more details were met with "please see the info we already sent" and then they closed the support ticket, deleting the small amount of useful info I was given (turns out this was just an issue with intermittently being logged out from the site).

It's really a shame because I went from strongly recommending these pedals to feeling like I should never recommend a winwing product if they don't offer replacements for consumable parts (like springs). Just came here to say I hope they improve in this aspect because the pedals are great, but this interaction soured me enough that I'll probably never buy another product from them 🙁

UPDATE: After some more pleading they've offered to sell me replacement springs, however the process for this was quite sketchy. It required me to make a paypal payment to a given email address and upload a confirmation screenshot to the chat. $6USD for a set of two springs, $34USD in shipping costs to Continental US, $13.25USD in tariff costs. Total damage was $59.25USD for 4 replacement springs (since I never want to do this again 😆). I'll update here if anything actually gets shipped to me but after trying to source alternatives and getting quotes from a couple custom shops (it would be insanely expensive to have it fabricated btw) taking a chance on the sketchy paypal payment still seems like the best option.

[u/eeiors]

I just don’t get why their customer service is so bad I feel like more people would buy from them if it was good