(A true example of our U.S.-based customer service)
At Rockcub, we always say we want to be more than just a tool brand — we want to be the team you can actually rely on when something comes up.
Here’s a real example from one of our customers who reached out about spare parts for his strapping tool.
📩 Step 1: The Customer Reached Out About Replacement Parts
The customer contacted us because he wanted to buy a spare gripper wheel (BE1030001) — a part that naturally wears out over time with heavy use.
He wasn’t in a rush, but he wanted to make sure the tool would keep working long-term.
Even though we didn’t have that specific part listed for sale yet, we didn’t want to leave him hanging. So we replied right away and let him know we would contact our manufacturer and arrange the parts for him.
🔧 Step 2: We Found a Solution — Fast
Instead of making him wait weeks, we looked at our returned units and found a compatible part that was still in perfect condition.
And we decided:
👉 Give him the part for free.
👉 Only charge the shipping cost.
We messaged him:
“If you need it urgently, I can send you some parts taken from a returned product. That would be free for you — you only need to cover the shipping.”
He agreed right away.
📦 Step 3: Same-Day Handling & Clear Communication
Once he shared his address, we prepared the part the next day, packed it carefully, and shipped it with FedEx.
We sent him the tracking number immediately so he could follow the delivery.
And because he asked about future spare parts, we also shared our direct customer service phone number (626-885-1255) — because yes, we really do have a real person in the U.S. you can call.
🇺🇸 Step 4: U.S.-Based Support, Real People, Real Follow-Up
A few days later, we didn’t just forget about the case.
We followed up:
“I just wanted to check in and make sure the part we sent you fits properly and that everything is working as expected… If you have any issues or need further assistance, I’m always happy to help.”
He replied that the part arrived and should fit perfectly once installed.
That’s exactly the experience we want all our customers to have — simple, friendly, and stress-free.
💬 Why We Share This Story
Because this is what we mean when we say we provide real after-sales support:
✔ Fast replies
✔ Human customer service (not a robot)
✔ Replacement parts even before they’re available for sale
✔ U.S.-based phone support
✔ Follow-up after delivery
✔ Fair pricing (free part, shipping only)
✔ Long-term care, not just a one-time sale
We’re a small team, but we work hard to treat every customer the way we’d want to be treated.
👍 Your Tools Are Only Good If You Can Get Support
Strapping tools work hard every day, and parts naturally wear over time.
What matters is having a supplier who’s there when you need help — whether it’s a replacement part, a quick question, or technical guidance.
If you ever need support for any Rockcub tool, just reach out.
We’re always here to help.
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