I ordered a set of SKS Longboard fenders a few weeks ago for my commuter. They're full-coverage fenders, not the quick-release type.
I looked through the instructions, thought I had it down... And then I went to install the fenders, starting with the front. Right away I ran into issues. I mis-measured the amount that I had to cut the stays, so I ended up cutting them just a few millimeters short. I thought I could install them anyways, so I went ahead and installed just the front fender, as I was running short on time. The following day, I rode the bike to class. It was only a mile or so, but in that time, the stays came loose, and the bolts holding the stays to the fenders fell out.
So I ventured into the vast reaches of the interwebs to see if I could find some replacement parts. I didn't, but I happened to find the fenders on Amazon. I looked through the reviews to see if this was a common problem, and one of the reviewers had also lost a few bolts while riding; the reviewer contacted SKS and replacement hardware was delivered.
I figured I had nothing to lose, so I sent SKS an email, using the "Contact Us" link on their website on a Saturday evening, asking if there was any way for me to locate some replacement hardware. On the following Monday morning, I received an email from Lee, the USA representative for SKS. No questions asked, he told me that replacement stays and hardware were on their way to me. He also included a link to a helpful video on installation, by Rivendell Bicycle Works.
And I received that replacement hardware a few days ago and installed the fenders correctly this time! Installation is fairly simple and straightforward, but it requires patience to get it just right, which I lacked the first time around. Watching the Rivendell video is very helpful, as a few nuts require a specific orientation in order to work; I also oriented those incorrectly the first time I attempted to install them.
The rear fender is so high above the tire because the brake bridge is very far above the wheel; the frame was designed with 27-1/4" wheels in mind, but I'm using 700c wheels with extra-long reach brakes. Ideally the fender should sit a bit lower, but that's no fault of SKS. I could use some extra hardware to drop the fender, but I'm too lazy for that.
Tl;dr: I'm extremely satisfied with SKS customer service, as well as their products. If I find myself needing some other accessories, I will probably go with SKS.
Anyways, here are some photos of the finished product. I know, the lighting is a bit weird. My camera isn't very good.
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