I've already thanked him personally but i want to publicly call out Markus's customer service.
I recently bought a set of levers for my bike through a shop, and went to put them on. The brake slid in perfectly but the pivot bolt on the clutch wouldn't fit through the pazzo clutch. I contacted Markus about the problem and couldn't really get a hold of him much this past weekend so I tried again today. I sent him another email and he calls me back within 10 minutes. We arrange for me to meet up with him after work and he even stayed a bit later than his usual quitting time just so he could help me out!
I take off work a bit early and i have to jump on the skytrain to go home, grab my gear and I book it to langley. Traffic wasn't too bad but it was getting close to 7pm by the time I arrived and I was hoping not to see a closed up shop, but there's Markus at the corner eating a bag of chips waiting for me, his shop still up and running with a couple of guys working away.
So we check out the lever and it turns out that someone didn't do the final ream on the bushing on the clutch side, ("heads will roll" to quote him ) so he swaps out the second part for one that was finished and pops it on the bike. I wanted the special tour so he shows me around and shows the process, the products and we chat about his business. I was quite impressed with all the stuff they had going on in there. In the end, he also sets me up with a bunch of cool Pazzo swag!
All in all I have to say I had a great experience dealing with Markus. He was quick to fix a mistake on his end and more than made up for it. Not only does he make a fantastic product (I LOVE mine by the way, especially the clutch side for us smaller hand people), he is devoted to customer service and building a good reputation for his company. The guys there are also dedicated to innovation and coming up with new things.
Sorry for the long read but I wanted to share my great customer service experience with all of you guys. Everyone who's gone down and checked out the shop knows what I mean. Cheers to the guys at Pazzo racing!