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Excel Sports Disappointment...(26 posts)

Excel Sports Disappointment...PsyDoc
Jun 8, 2001 1:10 PM
I received my Merlin XL today. BUT, I had Excel Sports install the bearings for the integrated headset, Reynolds Ouzo Pro fork, spacers, and stem. Well...guess what...they did not install anything; I received all the components still packaged in their own separate manufacturer boxes. That is of course except for the Cane Creek guts for the integrated headset. Those components were laying loose in the bottom of the box. I called Excel and informed my salesperson about this and he was quite surprised that the mechanics had not bothered to read the invoice instructing them to install the components. My salesperson transferred me to customer service who asked if there was anywhere I could take the bike to get the components installed and they would reimburse me for the labor. Well...there is not a nearby place. The main reason I wanted those components installed was that I was a little apprehensive about putting them together myself; last thing I need to go through is a cycling accident caused by my own screw up (let alone someone else's). I am not so much pissed off as I am disappointed. Perhaps my expectations are too high. I expected that my $3,000 transaction with Excel would go smoothly/flawlessly and there would be particular attention to detail with such a purchase. They would have built up another one and sent it to me, but this was the last one they had in stock. I do not know...I am feeling a bit jaded right now. I am waiting for UPS to open up for walk-in customers so I can send the stuff back. Yes, you read right...UPS is only open for walk-in customers in Valdosta, GA from 3:30 to 6:30 M-F. Maybe I should give Colorado Cyclist a try; the Fuji Team Issue Frame and Fork looks kinda sweet. Yeah, I know the frame is not titanium, but so what...I am thinking I missed out on a lot of innovations with bike materials by keeping the same bike for 9 nine years. Perhaps I will start replacing frames/forks every couple of years.
re: Excel Sports Disappointment...MrCelloBoy
Jun 8, 2001 1:18 PM
Dear PsyDoc,
I feel your grief. I also work in Customer Service for a well respected camera bag company, so I see it from the other end as well.
We're all humans doing the work, bottom line, so occasionally there's a human error like you experienced. Even with the best.
I sense that you mostly needed to vent and that you might be able to forgive the Excel people. This would be a good time to hint to their c/s person that some small token of schwag might help to ease the pain! It never hurts to ask... Maybe a couple of tubes or something.
I wouldn't give up on Excel though.
Not giving up, but...PsyDoc
Jun 8, 2001 1:23 PM
I am just disappointed in Excel right now. I have done business with them in the past and they have been great and I guess I expected this experience to be just like the others. Yeah...I needed to vent a little bit as well.
hey sh*t happensColnagoFE
Jun 8, 2001 1:34 PM
while i'm sure you're dissapointed it sounds like they tried to make things right by offering to have someone else do the labot and reimburse you. they can't guarantee that there is a shop nearby.
hey sh*t happenspoon
Jun 8, 2001 5:52 PM
no kidding, get over it, and quit yer whining... they are trying to make it right. if not, return the whole durned thing and buy from someone else... what do people expect when they go for the CHEAPEST place???
my thoughtsHank
Jun 8, 2001 1:35 PM
I've had a couple weird run-ins with Excel myself. However, they have always come through in the end, and I continue to order from them. I guess it depends on what you expect out of a mail-order shop.

The main question is, do you want a Merlin Extralight, or did you just order it because you could get it fast and it was in stock? If you really want the bike, I'd see it through. If you're angry at Excel, return it to them and buy the same bike from someone else - plenty of Merlin dealers out there. If you don't have your heart set on Merlin, consider dealing directly with a builder like Moots or Seven - though you might be in for a whole other headache (ie wait) there. But $3000 is a lot of money. I'd be patient and get what you want.
See? Perfectly normal behavior.Wailer
Jun 9, 2001 6:36 PM
Hank buys from Excel. Excel botches once in a while. Hank is cool. Excel makes it all better. Hank is happy. Hank continues to buy from Excel because he knows they'll cop to it when they screw up and make it all better. In my experience, Excel is probably better than most other mail order shops. They don't have the best prices, but they stand behind their stuff and when they biffed on a significant order, they stroked me with some schwag. Colorado Cyclist is much the same. I've bought from some mail order shops where I never received the merchandise. In the end, I have found that if you're cool, they will be cool. Everybody be cool Honeybunny.

Psydoc, double up and catch up on the Valium. Be cool and everything will work out great. I bet if you're nice, Excel will hook you up. Sorry I was uncool in my other post I made, especially with that Railer bit, but jeez, the UPS whine put me over the top. It took Hank, a man of rare wisdom and alcohol content to make me see the error of my ways. Hank don't do fads, Hank is cool, Hank is a minor diety, worship him.
Not from youMuffy
Jun 9, 2001 7:59 PM
You sound like a big apologist for screwing up. If your business operates this way your business sucks.
Muffy my man,Wailer
Jun 9, 2001 8:52 PM
it's not that I am apologizing for them, it is just that if you get good service 99% of the time, you don't crucify them when they screw up, especially if they want to make it up to you. You probably let your wife/girlfriend/boyfriend down more often than that and they're not on here wailing about you are they?...at least not yet. Bottom line is that when you start holding others to standards you can't hold yourself, you should re-evaluate your thinking.
Muffy my man,DSB
Jun 10, 2001 12:00 AM
Agree. Its too early to complain. Its ok to be disappointed, but its not like they did it on purpose.
I'd br bummed too....Len J
Jun 8, 2001 2:10 PM
OK, You've vented your emotions.....Now ask Yourself:

How many day's for Excel to turn it around with the right installation? How bad will that be?

How set were you on the Merlin?

It sounds like Excel was trying to help & have done good in the Past. Have they earned a break?

If you go to someboy else, how long will it take?

What would make you happy at this point?

Are you settling for the Fuji?

Answer these questions honestly & I think you will know what to do. If you decide to work with Excel, I'm sure they will do something for you for all your trouble. Ask for what you want.

DON"T SETTLE!!! $3,000 should be a ride you are excited about (even if it involves some pain to get there). YOu deserve it.

Wish I could do more than comisserate (& wish I could spell too!)

Let us know how it works out.

Good luck
There's an art to complainingPeetey
Jun 8, 2001 2:14 PM
Let me say that I frequently do business with Excel (about 2 blocks away from work) and they have been very responsive when things have not been "just right".

That said, I can agree and sympathize with your plight. What has worked with me is to calmly identify the problem, ask what they can do; and if you don't think that it is adequate, *tell* them want you want (expedited shipping, 20% off next purchase, etc.). Make sure that your request is reasonable (I want 50% off my Merlin!), and make sure that you identify what the inconvenience has cost you (time mileage, etc.)

Good Luck, I am sure they will do you right.
re: Excel Sports Disappointment...Cima Coppi
Jun 8, 2001 2:15 PM
Doc,

I buy a lot of equipment from Excel and other mail order catalogues. The frustration of getting the wrong size component or in your case, a non-installation can be worth trying another shop. However, I have made it a point to let the shops mistake be corrected to give them another chance. If they screw up a second or a third time, then never do business with them again. A shop like Excel has a lot of good competition, so they'll do what ever it takes to keep you as a customer.
re: Excel Sports Disappointment...reggie
Jun 8, 2001 2:29 PM
Just received Fuji Team from CC. Took 10 minutes to assemble. Looks great and rides like a dream.
re: Excel Sports Disappointment...mccl
Jun 8, 2001 2:39 PM
I hope I can add some comfort to both your situations. I have, still do and will probably continue to buy from Excel. My friend that I introduced to Road Biking and a lot of the venders I buy from, bought his Merlin in Feb. from Excel. He could only add to the positive side of Excell and so would I. I was on a tour and got in a situation that none of the bike shop's that were traveling with the tour had any sew up's. Guess who came to my rescue. Excel. I would venture to say that Excel will try to make this right or make you whole again. Ask that they pay for air mailing and your time out of this bike will be mimimize. I think it's a fair concession to ask for. As for the Fuji bike, nothing against Colorado Cyclist they have also been a great vendor for this family which clocks over 10k miles a year but the Fuji with the Scandiam I would ask yourself to research. Your last bike was/is over 9 years. Probably steel, Scandiam from what I am hearing does not last that long. I know of one person that bought this bike and after two weeks was trying to sell it. Hated it. He rides a Cannondale Cad. Perfers that bike to the Fuji. The Merlin will be so close to the ride of steel that you will only notice the diff. in lightness and acceleration I do believe that Excel is trying to do everthing it can to keep this sale and future busines. RELAX Take a pill and savor the bike when it come's back. Heck call up your customer rep and see if they will throw in a Merlin Hat for your time. Then you will be styling!!!!!!!Or maybe they will read this, take a hint and call you with such offerings.
you know with mailorderColnagoFE
Jun 8, 2001 4:35 PM
this is the kinda stuff you get sometimes when you "save" a few $ with mailorder--you can't just run it back down to the shop for resolution. just be thankful this wasn't one of those "irish" shops or you'd be sending it back overseas.

excel is a local shop for me...i don't think i'd buy a bike from mailorder though. parts are fine, but i want to have a LBS behind me in case something is wrong with the bike...though it sounds like in your case you don't have an LBS.
Bought a ton of stuff from Exceldavidl
Jun 8, 2001 6:49 PM
in the last 3 months and they have been terrific, especially in adjusting orders. You're probably safe in letting them make it right, but I can see where you might go elsewhere. Can any other source get your Merlin?
If you can afford an XLM, you can afford to......Largo
Jun 8, 2001 7:22 PM
Take a repair/mechanics course.
Seriously, working on your bike is an act of love. Learn the ins and outs and you and the bike will become one, and you will save $$$$$ too.
As the above post mentions, s**t happens, see if they will flow you some goodies or a jersey to keep you happy, i wouldn't send it back.
Are you Railer?Wailer
Jun 9, 2001 6:16 PM
Whaaaa! Let me get this straight: You've had good experiences with Excel in the past, they botch an order, they admitted fault, they offered recourse by you either returning it to them at having the work performed by others at their cost and having to pay full boat for another shop to do the work, and you come on here bad mouthing them and whining? Have you ever made a mistake? Did something ever slip by you? I suppose you got 100% on all your tests in school. What makes you think you will get better service anywhere else? Do you think Colorado Cyclist has never made a mistake? Sounds to me like you decided the Merlin was too much bike for you and now you want the a complete Fuji at half the price. Then to top it all off, you start to whine about UPS! I suppose its their fault that you decided to live where there is not enough business for them to keep their doors open all day.

I have a solution. Why don't you do Excel a favor and return the frame to them so they can be rid of you, do Colorado Cyclist a favor and don't call them either, and then attend your local garage sale or police auction and pick youself up a fine Muffy.

I'm sorry people for what must seem to be a flame, but "Psydoc" needs a dose of reality...and probably some therapy. Heal theyself.
Are you the guy that screwed up the order?Muffy
Jun 9, 2001 7:54 PM
You sound like it.
Nope, I'm the guy thatWailer
Jun 9, 2001 9:05 PM
screwed up your boyfriends order from JJ's House o' Marital Aids. Oh, and in keeping with the spirit of the forum pact, no offence.

I would like to work at Excel. I bet they get some wicked bro' deals, employee discounts, and lots of free schwag. Someone's going to get a good deal on PsyDocs XLM too....wonder if it's my size? I should call them and let them know it's coming and make 'em an offer on it. Now that is a good idea!
PsyDoc, I am with you on this onedavee
Jun 9, 2001 9:33 PM
I understand what a leap of faith it takes to order a high dollar bike from an outfit across the country, and fully understand your disappointment. I hope you will give Excel a chance to make good; I haven't dealt with them, but it only makes sense that they want to keep their customers happy. It sounds like you have a helluva bike if you can get it assembled and on the road. Hope it works out.
Chillllll out!coonass
Jun 10, 2001 7:16 AM
Take a deep breath and accept that mistakes do happen. I can appreciate your disappointment, but what was Excel to do to correct the problem?? Their offer to cover the costs was more than reasonable, and how are they to know that you're limited on accessiblity to a good LBS?? Accept the situation, call a GOOD bike shop and ask to make an appointment for you to drive there and 'wait' for the installment....you're ruining your own enjoyment of the new ride. From your statement, you don't seem to want the bike anyhow, you just want the 'latest and the greatest'.
Chillllll out!agree
Jun 10, 2001 10:18 AM
waffling between a merlin ti and fuji alu??? please. and expecting them to send an entirely new bike while you send the other back??? from the business perspective, how would they know you will even return the first bike? or not damage it as some sort of revenge? my advice- figure out what you really want in a ride, and buy from a local shop. people shouldn't be buying high end stuff if they can't do simple installation/maintenance
waaaaaaaaaaahhhhhhhhhhhhhhhhh!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!whiner
Jun 11, 2001 8:12 PM
nm
Bummer...Kristin
Jun 11, 2001 8:53 PM
Too bad the board is giving you such a hard time about this. I can imagine how it must feel to slap down three G's and wait longingly for the UPS guy. You wait, you plan, you dream...you calculate each morning the days until you will first ride your new dream machine. Finally, it arrives; but in many more pieces than planned. The realization sets in--another week+--waiting and pining for the UPS guy. Hope deferred makes the heart sick. I have a suspision that anyone in this circumstance would find themself frustrated and bummed--even those here who seem to think they're above it all.

You've always been nice to people on the board, with intelligent answers. I feel your pain. Hang in there, you'll have it back in a few days!!! The UPS guy is probably flattered that you long so for his return.