I'm not sure what to think about Ride's customer service either. I had a pair of their bindings that were about a year and a half old (out of warranty) and I sent them an email saying one of my toe straps was stripping. The guy said he'd send me a new one free of charge immediately no questions asked. 2 days after I got them I was riding on a small hill near my house and one of the new straps just snaps in half (I assume it must've had a defect). I reply to the guy I talked to earlier thanking him for his help and explaining what happened. A different guy responded to me. He completely ignored everything I wrote him and told me that if I want a new strap it will cost me $30. I try explaining myself again that the straps were brand 2 days ago and were defected. He replied with the same email, being very stubborn and not acting like he had a care in the world about my predicament, explaining that free parts were against company policy. Needlessly to say I didn't buy the toe strap, but bought a different brand bindings and couldn't be happier. Ride will likely not have me as a customer anymore. The least he could have done is been sympathetic, ask for pictures to see damage, or discount the strap for me. He acted like I had never been a customer and like he didn't care if I remained one or not.