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Good and/or Bad Customer Service (short)(29 posts)

Good and/or Bad Customer Service (short)Fez
Aug 15, 2003 5:50 AM
Restore my faith in customer service. Please post a good customer service incident where a company (either retailer or manufacturer) went above and beyond the normal call.

Alternatatively, shock us and make a short post that exemplifies horrific customer service.


GOOD Customer Service:

Avocet - upgraded a flaky Avocet 31 computer and mounting unit with a new Avocet 45tt and new mounting unit.

Giro - sent a brand new Pneumo helmet to replace one of the early models that had a tiny hairline crack. No questions asked.

HORRIFIC Customer Service:

The U.S. Distributor for ITM Stems - I needed replacement ITM Stem bolts, since one of them broke and another had messed up threads. The guy told me they were $15 each!!! I told him that doesn't sound right, since $15x4 = $60 and the complete stem with bolts retails for $69. Besides, the stem was new and any issue should fall under the warranty.

Reluctantly, he agrees to send 4 bolts to me. When I get them, they were the wrong length and they were USED. Wrench marks were visible, dirt all over the bolt heads and threads. That was the cheesiest customer service incident I had ever seen. Too bad, because ITM stems are actually pretty nice.
Time USA awesome/ Sun-Ringle Patheticabicirider
Aug 15, 2003 6:06 AM
Time went way up and above the call of duty in sending me a new pair of pedals huge praise.

Sun-Ringle took over one week straight of emails and telephone calls before anybody returned my call or email on faulty hub. Then they say we aren't going to warranty it because you can't prove to use how old the hub is just a bunch of crap I will never use or buy another Sun-Ringle product again I advise to stay away from that company.

Be safe Out On The roads!!!!!
Ray Still
Mooresville, NC
TIME Website?MisJG
Aug 15, 2003 6:35 AM
Does anyone have a link to the TIME website? I can't seem to find it and when I google it I come up empty.
TIME Website?FTF
Aug 15, 2003 6:45 AM
here you goabicirider
Aug 15, 2003 6:47 AM
Be safe Out on The roads!!!!!
Ray Still
Argh! I was so close!!MisJG
Aug 15, 2003 6:59 AM
I knew it was something like that. I was guessing and

Thank You!!
Had Good Luck with Volergodot
Aug 15, 2003 7:02 AM
Bought a pair of Voler bibs. After riding them a couple of times, I noticed the stitching machine had "missed" the seam on part of the chamois. Called Voler explained what the problem was and made sure the knew that I had worn them. They apologized, put new bibs in the mail (next day air), and included a free pair of socks "for my troubles". Yeah, it's really only a pair of socks, but they could have very easily told me that since the bibs had been worn, I was S.O.L.
Aug 15, 2003 7:07 AM
The lever on the head of my Joe Blow Pro pump sheared in half (inexplicably).

Called Toppeak customer service and they sent me a new head assembly no questions asked. I supplied no receipt or other proof of purchase (I had none), but that was never an issue.
Same experience.OldEdScott
Aug 15, 2003 7:28 AM
Sent 'em an email, head assembly arrived in mailbox four days later.
Second Topeak.JL
Aug 15, 2003 9:56 AM
Replaced the pump head without question. All it took was an email.

Had it in 2 days from sending them my address.

Great Service.
Aug 15, 2003 7:42 AM
I agonizied over road shoe selection. I called Speedplay and they took >30 minutes navigating with me to on-line shoe sales and manufacturing sites talking through the advantages and challenges of different shoes.

Cool. What'd you wind up getting? (nm)PseuZQ
Aug 15, 2003 10:04 AM
This stories been told before...Scot_Gore
Aug 17, 2003 3:44 PM long time posters, my apologies.

I wanted a road pedal, but I'm the kind of rider that rides places and walks around. I spent a long time looking at different road shoes looking for one with good walkability and cleat compatability. I ended up getting Lake CX125's. They have a hard rubber toe and heel pads bonded to the sole. The Speedplay coffee cap and heel and toe pad make a pretty good walking surface. It's still a road pedal and shoe, you can walk in em.

Aug 15, 2003 8:14 AM
I bought a pair of Ritchey V.3 Pro SPD-R pedals. After 3 months the screws on the pedals loosened to the point I had to retighten them before ever ride. I emailed the company and they sent me a new pair (no questions asked) and a set of tires for my troubles (I must point out though, I did crash twice because of the pedals and my teammates had to literally catch me before I went down on several occasions.)

Now, if they could only improve on the quality of their products, there would be no need for C.S.

As for poor C.S. - Performance. Ordered a set of Velomax wheels which where supposed to come with free Michelin Pro Race tires. When the wheels arrive, no tires. I call them and they said it was a limited time offer, but the ad in the cataloge had no mention of such. My order was placed only a few days after receiving the catalog.
Klein & PerformanceDINOSAUR
Aug 15, 2003 8:38 AM
I emailed a question to the Klein website last year and received a question back from Gary Klein himself. Klein has a tech website and you will get a response from live person.

Performance- I emailed them regarding two pairs of gel shorts that had gel oozing out of them and they said return them for credit or exhange no questions asked. If I email their customer service I will get a response in a couple of hours.

Bike Nashbar- If you want service call and talk to a live person. If you email them you probably won't get a response.
However when I did talk to a person she was very polite and my problem was corrected to my satisfaction.

Shimano- In general, you can't find small parts.

Colnago- Love my Nago Mxl, but do these people ever respond to anyone over their website?

...other than those, I have not had any problems with customer service from anyone.....
Klein & Performanceboyd2
Aug 15, 2003 9:04 AM

Voler - They threw a handfull of tootsie rolls in with my last order! That one simple (and cheep) jesture makes me want to come back.

Nashbar - THey always take stuff back no questions asked.

Ritchie - They gave me a set of MTB pedals at cost after failure of my old pedals. Understand that the old pedals were very, very old.

Specialized - they once warenteed a stumpjumper frame for me because th bottom bracket was frozen in place. I sent it back to see if they could fix it and they called back and asked what color I wanted for my new frame! Not only that, but when I got the frame they had changed tube size. I called them and they sent me a new headset, fork, stem, seatpost and front derailure. I was shocked.

Bad Customer service

I don't know. I think everyone has good cust service if you get the right person on the phone and handle the inqury correctly., Phil Wood=goodSpoiler
Aug 15, 2003 9:03 AM
bikejerseys has the fastest turnaround time in the business, great selection, they ask the questons first before there's a problem

had philwood bb bearings go bad after a couple years. The rep told me they should last 20-30k miles, so I sent it in. Within a week I had the unit back with new bearings, no cost.

campy=urinate on the customer, then charge him for the urine, then tell the customer he voided the warrantee on the urine.
Performance = EXCELLENT customer serviceKristin
Aug 15, 2003 9:13 AM
They saved an ancient XT shifter that I'd stripped out and charged me only $10. Unable to rethread it, they jury rigged it with a bolt. They spent over an hour and only charged me what I'd initially agreed to pay. I've also never had any trouble returning items to them.
Performance = SUCKASS customer service.OldEdScott
Aug 15, 2003 9:34 AM
In my experience. But then I guess K is talking about a Performance store, which I have no experience with.
Depends on which store, I guess..DINOSAUR
Aug 15, 2003 10:58 AM
I've visited the Performance store in San Jose when I was down in the bay area in Feb. They seemed over-run, but that is the problem with the whole S.F. bay area in general. I was lucky just to find a parking place, and that was on a Sunday. I took a friend from B.C. to the Performance store in Fair Oaks, about 40 miles away from my residence and they were great. The stores will match the internet price on any item (if you point it out) so you save money on shipping. I'm old and cheap and if I can save money, I do what ever it takes..
Performance = KISSASS customer serviceCrankist
Aug 15, 2003 9:56 AM
I too have had superior service from Perf.including a perfect (never a mixup or delay) score on all 12 or so deliveries.
Bought some winter booties, cut out a section for cleat clearance and 2 weeks later I decided that they were too small. They offered to replace them during a call - and did.
Smith Sliders snapped an earpiece when (lightly) shaking them to dry, replaced them too.
I've seen plenty of complaints. I guess I've been far.
re: Good and/or Bad Customer Service (short)tarwheel
Aug 15, 2003 9:40 AM
-- Performance has always stood behind their products and given me a refund/exchange for anything I brought back, no questions asked. This has included a number of items, too numerous to list.
-- Voler sent me a new pair of bib shorts for a pair in which the fabric inexplicably degraded a year after I bought them.
-- Excel Sports sent me a new Campy Chorus crank after it got scored when the bottom bracket came unscrewed on my bike about six weeks after I bought it from them. They also paid my bike shop for the labor involved in replacing the crank. Supposedly one of the disadvantages of buying mail/phone order is the lack of service, but Excel came through big time.

-- My Lepper leather saddle sheared from the rails after about 4 months of riding. I sent Lepper an email, and they responded asking for my name and address. However, they never sent me any kind of refund or replacement and I never heard from them again. Too bad, because it was the most comfortable saddle I have ever used and I would have liked to try another one. But I am not going to pay $100 for a saddle that breaks, and apparently this is a common problem with them.
the saddle company probably took your name and addressFez
Aug 15, 2003 3:40 PM
and sold it to marketers and screwed you twice.
Suntour has pretty crappy customer sevice too.OldEdScott
Aug 15, 2003 9:47 AM
I've got a problem with one of their derailleurs that's only 23 years old, and I can't even get their warranty department to answer the damn phone!
Giro (good) World Cycling Productions (rocky start)
Aug 15, 2003 10:23 AM
Giro (through my LBS) has replaced for free the pads in my pneumo helmet (they had disintegrated from frequent washing) and the roc-loc in the same helmet (which snapped while it was packed in a bag that I had checked on a plane). The replacements were quick, free and no questions asked. As soon as the new Giro helmet is out, I will be buying one (good customer service deserves a reward).

WCP screwed up my return of gloves that my sister had ordered for me as a Christmas present last year (2002). They sent multiple pairs in return, charged me for the multiple pairs, and did not give me a credit for the stuff I returned. In other words, the customer service people with whom I dealt were either on drugs or extremely incompetent. When I called to report all of this, I was treated very well and everything was corrected post haste. I subsequently have ordered other things from WCP -- they have had quick turnaround and I have been satisfied fully.
syntace = great servicecurtybirdychopper
Aug 15, 2003 10:35 AM
I emailed syntace to order a few extra aero bar end plugs, and the service rep asked me if 4 would be enough and a week later they were on my doorstep, free of charge. I think I'll buy from them again.

If only all companies realized that small gestures help ensure repeat customers.
100% happy with Rivendell, about 80% un- with Performancecory
Aug 15, 2003 11:22 AM
Rivendell has been absolutely great in every transaction for four or five years. Even when I've made a mistake, they've been willing to exchange or refund (I haven't accepted, but they've offered).
I've been a Performance customer for probably 15 years, and they used to average about B-. In the last two years or so, though, they seem to have quit trying. One pair of shoes was "coming next week for sure" for more than four months, and there have been other problems.
good... performance & chucks bikes -- bad.... selle italia (nm)Frith
Aug 15, 2003 11:41 AM
Aug 15, 2003 12:34 PM
About 7 months ago, called, faxed and emailed them somewhere in so cal on Flightdeck issues and trying to get a correct operations manual; three or four contacts; never got the manual despite promises, and dealt with "dudes" who almost seemed to be volunteers rather than paid employees.