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A little Dean bashing...(21 posts)

A little Dean bashing...merckx56
Jan 17, 2003 2:15 PM
We got a frame for a customer last summer from Dean. The frame took 10 weeks to get here once ordered, even though it was a stock geo. The paint, er powdercoat, was the only customized part, and it was red and white! The customer, a 57 y.o. college prof, rode it about 2500 miles and noticed that the powdercoat was flaking off. Not just in one spot, but everywhere! When I was tearing the bike down, the seatpost had galled itself to the seat-tube. Yes, I used more than enough grease on the initial build! I called Dean. Their response was to send it back and they'd get the post out and send it back to Spectrum to be re-painted, er powdercoated. The bike went out the next day. This was mid-October. Many, many, many phone calls, messages, emails have either been met with excuses or run around. Now, it seems, they cannot find the frame! I almost had a bleeder when he said that! Guys, seriously, put down the bong! The combination of the kind-bud and the altitude has really adversely affected you! I gave them next week to figure out a plan, or I wanted a check for the cost of the frame.
Dean may make frames that ride well, but their customer service is more than lacking! Just me venting my spleen!
Whoa, that IS seriously uncool.sn69
Jan 17, 2003 3:15 PM
I'm sorry to hear that you're having such difficulties with them, although your bong comment made me laugh. My frame was delayed too, but Dean claimed the delay was with Spectrum. I think Greg Taylor had a similar experience.

You're right, they make nice, well-priced bikes, but they are slow.

Good luck. Please let us know how it turns out,
Scott
An update...merckx56
Jan 17, 2003 6:38 PM
I just got an email from John @ Dean and he's telling me that they found it hanging with finished stock frames! and they haven't even worked on the post, or had Spectrum look at the paintwork. My partner called them and they told him "two weeks"! Let's work a timeline together real quick...
IF the bike ships to Spectrum on Monday (that's a big IF), it'll take a day to get there. IF Spectrum looks at it on Tuesday and deems it needing a re-paint, it'll ship back to Dean for the seatpost to be cut out and reamed. Now, it's thursday.....are we getting the picture? Dean is really pissing me off on this one! I was gonna get a ti bike from them, but I'm thinking I want a Jericho now!
Merckx, that's just plain painful.sn69
Jan 17, 2003 7:08 PM
I think the point was made though. The increase that Dean has seen in volume has overwhelmed them.

Those Jerichos certainly look nice, and I've considered them too for my next. However, I somehow find myself drawn to Serotta's CSi before they no-doubt eventually dump them in favor of seamless, 6.whatever ti.

By the way, don't count on anything fast from Spectrum. Gosh, I'm really sorry for all of the aggrivation.

Scott
Interesting that you got response after posting here...jtolleson
Jan 17, 2003 8:49 PM
reminds me of my experience with Seven a few months back. Weeks of banging my head against the wall and yet within hours of mentioning their name here I was getting both gracious and huffy (alternatively) phone calls and emails trying to take care of me.

The power of the internet coming in varying forms?... or am I reading too much into it?
yes, it is interestingweiwentg
Jan 18, 2003 7:13 AM
it seems a lot of manufacturers (especially FSA) read the weight weenies board on MTBR, and I wouldn't be suprised if people were reading RBR as well.
merckx, why don't you post on MTBR as well? if you do, they might actually make it in two weeks.
dependsFez
Jan 18, 2003 11:18 AM
If the internet posting if factually correct and not an outright bashing, then maybe it will help. Kind of sad that the customer service reps let the situation get out of hand and only once the story is out on the net then someone high up will step up and take care of the situation.

I have seen others get nowhere when the posting is full of errors and anger. I think this is when customers tell the manufacturer "you better do this for me or else I will go on every message board and spread my story of how horrible your company is." Manufacturers don't fold to these blackmail threats.
re: A little Dean bashing...cogmaster
Jan 17, 2003 5:55 PM
Add me to the list. Same story, took 16 weeks. Possibly they do not have the infrastructure relative to manpower on the customer support side or business skills to support the level of sales volume they now have. They do offer a great riding frame and affordable Ti custom build option that is affordable if willing to put up with the delay.
So how long for a unpainted Ti custom? nmNessism
Jan 17, 2003 6:21 PM
3.5 months in my experience...._rt_
Jan 21, 2003 5:51 AM
that's how long i waited for my Ace 3.0 custom frame (unpainted ti/black ano alu rear triangle--frame only. i did the build myself)....but every time i spoke to them they told me it was "definately" going to be shipped "next week".

it was EXTREMELY frustrating but i'm pleased with the product. regardless, i doubt i would place an order for a frame with them again. i like my gratification a bit more instant than what Dean offers.

rt
Well...crosscut
Jan 17, 2003 10:52 PM
Why would anyone ride a Dean? Not exactly considered the the best, nor even close. You get what you pay for.
Whoa, that's a little harshjtolleson
Jan 18, 2003 9:47 AM
out here in Dean country (Colorado) a decent number of knowledgeable roadies choose Dean, believing that they are getting the same quality at a slightly better deal from a local company with a good rep.

I have never owned or ridden a Dean, so I can't claim to know whether you are right or wrong. But I would never categorically say "you get what you pay for" with bikes, because sometimes you are only paying for a label.

I think it is entirely possible that Dean (or other smaller ti builders like Sampson) could match the quality of my Seven.
What about Moots?Tig
Jan 18, 2003 3:34 PM
I've always heard good things about Moots, but have never ridden one. Would you place them fairly high on the list of quality Ti builders? I'm just curious.
Moots is arguably one of the best. True Art. (nm)Gregory Taylor
Jan 18, 2003 5:47 PM
Disregard this Jack A$$ crosscut...Ride-Fly
Jan 18, 2003 4:37 PM
he is a troller, only out to get a rise out people. At first when he responded to my post above WRT to my new Fondriest, I thought he had some valuable comments (even though he didn't like Fondriest). Then I read
i this post
and I realize he is as I mentioned a JackA$$ troller. Deans are nice frames and I bet he has never even ridden one let alone seen one in person. Ride ON!!!
This Post speaks for itself...crosscut
Jan 18, 2003 5:05 PM
No, I don't ride a Dean, nor would I. Then, of course, I'm not having all the problems these folks are having, am I?
I think you confused two different postersTig
Jan 18, 2003 5:10 PM
"jtferraro" posted on your Fondriest, not "jtolleson", who is well respected here, not a troll. An apology is in order, but I'll leave that up to you guys.

'Nuff said.
crosscut not tolleson nor ferarro that he has the issue with(nm)Frith
Jan 18, 2003 7:25 PM
Wow, that certainly blows...Gregory Taylor
Jan 18, 2003 5:40 PM
I own a Dean. Brand new with a couple of hundred miles on it. Ti frameset with yellow powdercoating from Spectrum. Great bike. Rides nice. Pretty to look at.

Yes, it took a long time to get the bike. It was easily over 12 weeks. The story that I got in August was that I could have a nude ti frameset in about a month, but that the powdercoating would take some time. Boy, they weren't kidding on that one. It finally showed up in mid-December.

Funny that you should mention the seat tube. There was a small issue with mine when my buddy, Curly, built the bike up. It was a tad undersized and needed to be reamed. He used a automotive brake cylinder hone to get the job done -- cool trick. I'm running a carbon post so galling won't be an issue.

On the plus side -- and this is a very big plus for me -- they were great in cutting me a very good deal on a replacement frameset when destroyed my first Dean in an encounter with a car. They also backed me up (well, it WAS in their financial interest to do so) with the insurance company to get them to pay for a replacement frame and fork.

The sense that I got from talking with them over the phone is that they are at a rather difficult phase - trying to expand their business with a small staff. Their workforce has gone from "lean and mean" to "skinny and pissed" relative to the amount of work that they seem to be doing.

Would I buy another one? Right now, the answer is yes. I like the bike, it appears to be nicely made (I put the seat-tube issue down as something that can happen with any builder -- I have a buddy with a Waterford that has a similar problem, and NOBODY seriously questions Waterford's quality, do they?) and I think that I got a very good value for the money. If the powder coating starts to flake off, I'd probably change my tune. You've got me a little worried with that one. We'll see how it holds up.
That said,curlybike
Jan 18, 2003 8:16 PM
I would much rather deal with a seat tube that is too tite than one that is too big and difficult to hold a seatpost in. I can always make the hole bigger, but it is really tough to shrink it.
True Dat (nm)Gregory Taylor
Jan 19, 2003 4:27 PM