PNW Components - Excellent Customer Service

[RandallS]

I have a PNW Coast Dropper/Suspension seat post for my Fathom that I acquired "used" from @Stefan Mikes.

Riding home Sunday, it stopped working and I found time today to bring my bike indoors (it's -14C) for a cleaning and some maintenance.
I took the dropper out (it's an externally wired one) and started to try to see what was going on - I'd hoped it was something relatively simple.

It wasn't... they use a nylon cord from the actuator lever at the bottom of the post that connects internally up to the external actuator location (which connects via cable to the lever on the handlebars.

That nylon cord was broken.

Contacted PNW customer service knowing full well it wasn't on warranty (as it's not transferable from original purchaser).
A couple of emails back and forth and a replacement is on it's way - free of charge.

I know it's only a cheap part, but that's pretty good customer service and they have a new customer for more "stuff" because one always needs more "stuff" (per George Carlin).

According to tracking it's due Dec 29th, and with the snow around here right now, I likely won't be riding until then anyways.

Merry Christmas to all!

 

[FlatSix911]

Nice to hear about PNW providing good customer service.

 

[RandallS]

There's more.
Once I got it completely taken apart Sunday evening, it was clear that there was an important part actually missing (manufacturing defect - no other explanation).
There is supposed to be a lower bushing to assist in the routing of the nylon cord that links the external cable to the actuator at the bottom of the dropper.
There wasn't one on mine.

I once again contacted PNW support (email Sunday evening) and yesterday morning they responded and once again they did it right.
They immediately overnighted the correct parts (including some extras of stuff that I "might" need) and everything arrived this evening via DHL.

I installed and reassembled and all is well. I've a crap load of stuff to do tomorrow, so the next ride will likely be Thursday. So I'll pull my favorite saddle off the NCX and put everything back on ROGER so I can take advantage of the relatively mild weather while it still lasts. I'll also get out Friday - as I'll take my bike with me to the VW dealer while my car is serviced.

If you are interested on what's entailed, here's their instructional YouTube video.

 

[6zfshdb]

There's more.
Once I got it completely taken apart Sunday evening, it was clear that there was an important part actually missing (manufacturing defect - no other explanation).
There is supposed to be a lower bushing to assist in the routing of the nylon cord that links the external cable to the actuator at the bottom of the dropper.
There wasn't one on mine.

View attachment 76086

I once again contacted PNW support (email Sunday evening) and yesterday morning they responded and once again they did it right.
They immediately overnighted the correct parts (including some extras of stuff that I "might" need) and everything arrived this evening via DHL.

I installed and reassembled and all is well. I've a crap load of stuff to do tomorrow, so the next ride will likely be Thursday. So I'll pull my favorite saddle off the NCX and put everything back on ROGER so I can take advantage of the relatively mild weather while it still lasts. I'll also get out Friday - as I'll take my bike with me to the VW dealer while my car is serviced.

If you are interested on what's entailed, here's their instructional YouTube video.

@RandallS , did you switch from another type of suspension seat post when you installed the PNW dropper? If so, how do they compare?

There is a problem with geometry on most suspension posts with the spring (or air cylinder) mechanism mounted inside the post. The seat tube on most bikes is angled toward the rear of the bike. This means the suspension also operates at an angle rather than at 90 degrees from the road surface which provides the most comfort. This is why the spring action on quality suspension posts, like the Kinekt and Thudbuster compensate for the seat tube angle and provide a more straight up and down action.

I realize the main reason for buying the PNW Coast is the dropper function but I'm curious if the suspension on the PNW is any better than an average inexpensive spring suspension post.

 

[RandallS]

@6zI have a Suntour NCX and as far as comfort goes, its is a zillion miles ahead of the Coast in the comfort zone. However, one of my big issues is standover height and the way my damaged legs work for hilly trails or urban areas with frequent stops, where a dropper is almost an absolute requirement for me.

As such, you are correct in that my reasoning for the Dropper is, well, for a dropper. Any cushioning from their suspension design is a bonus, but there is absolutely no comparison from a comfort perspective. The Suntour is excellent and the Coast is poor. But, for a lot of my riding, the dropper feature is paramount. But, I am keeping the Suntour as a backup, as when I'm riding paths with friends who ride urban style bikes, rather than friends witg MTBs, I have the option to swap out my setup to suit the situation. If I went with an internally routed dropper, I'd lose the flexabilty of my "compromise".

Currently, I have a compromise bike - a hardtail MTB (Fathom E+ Pro) and a compromise seatpost, the Coast. I am extremely happy with my compromises.

The alternatives were a Vado5 (with a Suntour or equivalent) AND a Levo or Trance (with a dropper). Heck, let's throw in a Creo too!
But divorce lawyers are expensive...

 

[6zfshdb]

@6zI have a Suntour NCX and as far as comfort goes, its is a zillion miles ahead of the Coast in the comfort zone. However, one of my big issues is standover height and the way my damaged legs work for hilly trails or urban areas with frequent stops, where a dropper is almost an absolute requirement for me.

As such, you are correct in that my reasoning for the Dropper is, well, for a dropper. Any cushioning from their suspension design is a bonus, but there is absolutely no comparison from a comfort perspective. The Suntour is excellent and the Coast is poor. But, for a lot of my riding, the dropper feature is paramount. But, I am keeping the Suntour as a backup, as when I'm riding paths with friends who ride urban style bikes, rather than friends witg MTBs, I have the option to swap out my setup to suit the situation. If I went with an internally routed dropper, I'd lose the flexabilty of my "compromise".

Currently, I have a compromise bike - a hardtail MTB (Fathom E+ Pro) and a compromise seatpost, the Coast. I am extremely happy with my compromises.

The alternatives were a Vado5 (with a Suntour or equivalent) AND a Levo or Trance (with a dropper). Heck, let's throw in a Creo too!
But divorce lawyers are expensive...

Thanks for the information.
With my joint issues, I'm approaching the point where it appears I'll have to sacrifice riding comfort for the dropper function. I have a PNW Coast on order but I am going to miss the Kinekt and Thudbuster suspension posts I have on my bikes now. I also ordered the external cable actuator and like you, I'll swap posts to match the type of riding I'm doing.

Thanks again.

 

[jangles]

I finally went the dropper post way and love it but not the remote as I have enough junk on my handlebars . Heres a link to what I bought .
Amazon.com : Tranz-X Jump Seat Cable-Less Dropper Post (27.2mm, 100mm) : Sports & Outdoors