I bought a new set of quick release mtb wheels and emailed Ax-lightness to ask if it would be poss to swap the new qr rear for a road one, Nils replied and said yes that would be fine but not cost affective for me as I would have to pay shipping both ways. I said that was fine and sent them back my qr at my own costs. This was nearly 2months ago and it seemed they were just sitting on them as it had arrived quickly because I sent the QR recorded delivery.
I asked them last week what the hold up was and was told it would be sorted. To cut a long story short they sent me back the same QR I sent them saying they won't swap it, frustrating but I guess they don't understand English very well when they emailed me saying it would be ok to send it in to swap as long as I had the receipt. So I've been messed about by them changing their story but the fact it's come back damaged with a chip on the lever that is what I'm really upset about!
When I complained about the damage I didn't get a reply until 5 days later today (after a further email from myself) with this reply by Nils;
"I had already been replying last week, my excuses if the mail did not come through with you. I had already been forwarding your case to the people in charge as this is not in my authority. Only our Return and Quality Assurance departments are in charge of the processing and handling of returns. My hands are tied there. We are also typically not offering the QRs separately (front / rear) but could send you a rear road QR for 50% cost of the set minus 10% of a discount.
My best regards over from Germany, Nils "
Ax-lightness have no customer service team in place, this has been an awful experience with them and they are very unwilling to help. Hope I've explained this clearly. Can you believe their solution is for me to buy a road qr rear from them with a 10% discount. I'm down money sending back the QR and now I have a QR that is damaged and they won't look after their customer!