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Score one for Performance-Bike service(6 posts)

Score one for Performance-Bike servicePaulCL
Feb 10, 2002 5:43 PM
I've been a Performance basher on this board after having lousy customer service. Well, I gotta eat my words.

Before a late afternoon ride last Thursday (a delight in February), my Silca floor pump's handle broke off. Of all things, the metal plunge rod snapped at the handle. I'm strong, but not that strong.

I called a couple of shops (LBS, Col Cyclist, etc) for a replacement plunge rod, but they're not made. I was prepared to use it for spare parts before I called Performance. My wife had purchased the pump for me, from Performance, as a Christmas present in 1998 or 1999. I asked for spare parts, they said no but the cust. service rep told me to mail it back in for a free replacement. I was amazed. I asked him if he was sure and that I didn't expect a new one since it was 2 or 3 years old. He assured me that it was part of their satisfaction guarantee program. So, I'm mailing it back in. And I must apologize for any negative things I said about Performance Bike and their customer service.

Now, anyone got a box the right size for a floor pump?
re: Score one for Performance-Bike serviceDINOSAUR
Feb 10, 2002 6:22 PM
I've done my share of bashing Performace also. I've got to say from dealing with a couple of the internet bike catalog companies, Performance really isn't that bad. My only complaint is that they don't carry everything that I need.
FYI, they just bought a local lbs chain in San Diego . . .morrison
Feb 11, 2002 7:19 AM
called Bike USA, which wasn't a bad store. Immediately after they bought it, they lost (or gave up) the contract on Trek, Le Mond (obviously), and a couple of others. I think the only line they are carrying now is Cannondale.
If you weren't before, you're paying sales tax now...Alex-in-Evanston
Feb 11, 2002 9:14 AM
Once they have an outlet in your state, you pay sales tax on your orders. Nashbar was bought by Performance a few years ago, and since there are Performance outlets in IL, Nashbar web orders added sales tax.

I'm still waiting for my seatpost, thoughRetro
Feb 11, 2002 8:05 AM
I've been a Performance customer for at least 15 years, but the last few orders have been a horror show. I canceled one after waiting FOUR MONTHS for shoes that "will be in next week" about 10 times, and I've been waiting six weeks for a Thudbuster seat post, same story: "We'll have those next week." I'd cancel that, too, but I ordered it with gift certificates and it's a pain to get the credit figured out.
re: Score one for Performance-Bike serviceJL
Feb 11, 2002 9:02 AM
I haven't had too many problems with Performance over the years (online and in-store (Paoli, PA store), but my most recent order was a laugh. I ordered 2 headsweats and a jersey(2001 Mapei). I later found out the jersey was out of stock in my size so I won't get it, but the headsweats were on the way.

When "they" arrived I had ONE headsweat and DuraAce Bottom Bracket!!! Talk about not being able to read the packing list. How do you confuse a headsweat and a BB?