This actually got off to a bit of a bad start. The box arrived just fine. When I went to book the delivery slot (do this before you box-up the bike, FYI), there were only two collection slots per week. I'd just missed one, the next one I couldn't be around for, so had to wait almost a week. Not a huge problem but the box is fairly bulky to have lying around for a week. Then, when it came to collection, I received my time slot from DPD, but the courier just didn't show up. When I checked the online status (after the time slot), it was marked "when our driver arrived we were advised there was nothing to collect." I got in touch with Brompton straight away. This is where it got a lot better... I got an email back from Dan, 40 mins later. He was very apologetic, took responsibility (despite it being a courier issue), and asked about any constraints I might have in the upcoming days, so he could re-book a slot that would suit me. Turned out to be the following day. From then on, everything ran really smoothly, and Dan kept in touch via email throughout the process to update me on progress and advise on additional costs for parts that weren't covered by the service. They even made sure to have it done well in advance of the deadline I had for getting it back. At a time when it seems like every company is using AI bots to deal with customer queries, complaints, and "service", it was not only refreshing but an actual joy to deal with a real human being who took responsibility and dealt with my issue from start to finish. Please, Brompton, never change this! Got my bike back with a new rear rack and grips (as I had requested) and whole bunch of other parts replaced either foc or heavily discounted. I've had my bike back a few days now, and wanted to wait til I'd taken it out for a few miles before leaving a review. With the exception of a few cosmetic scratches (normal wear through life), it's like new. An absolute joy to ride! My only problem now... I don't to go out in the rain for fear of getting it all dirty again. Definitely the best service it's had since I've bough it for 5(?) years ago.
