The Customer Service Thread

[Boeing]

Straight up facts and objective as you can be with your personal experience.


I am inspired by my 2 most recent purchases

Thule T2
Garmin Edge 500

thanksgiving Day I pulled the Edge 500 off the bike to load the details and I noticed the rubber USB port cover was missing. Odd as this was only my 5th ride with he thing

I went to the web and emailed and to my surprise I got a reply on the same turkey Day later in the afternoon. The email thanked my for my purchase and regrets about lost piece. I was told a replacement would be in the mail Black Friday; I received the item mid week. Props for remote CS reply on a Holiday

As for the Thule Rack it was damaged upon assembly and its a little complicated to write out. But, after describing the situation, Thule instructed me to take it to the Dealer where I would find it's replacement in the mail.


All Good in my book. No doubting my intentions and not even a suggestion as to user error.

 

[Parera]

My garmin started doing weird things 14 months after I bought it. Wouldn't upload ride data, timer would stop, altimeter would register weird values (10547 meters) and the unit would randomly shut off during a ride. After 4 months of not uploading ride data it started to work again. Still shuts off by itself mid ride, however. Garmin refused to replace the unit, disappointing. Neutral towards their products.

 

[Parera]

Will rant about Specialized later. For now, my thoughts about Cervelo:

They wasted about 10 hours of my life in July. When I was bike shopping in July, I wanted to give a R3 a spin. I live in a small town in Southern Oregon, no Cervelo dealers so I drove to Eugene for a demo. Reserved a bike with the shop, drove up (2.5-3 hour drive one way depending on traffic). Got to the shop, the rep was almost two hours late and he shows up short on bikes; only one 58cm, which of course a shop employee took for himself. It's about 6:45 at this point so no way an I getting an adequate demo, mildly complain to the rep and he says "not my problem" even after I expressed that I wasn't local and had driven some distance.

My pleading failed to move him, so went downtown, grabbed a bite and drove home. And to make matters worse, flatter on I-5 on the way back, had to change the tire in the dark in the middle of nowhere. Not cool.

To his credit, i was able to contact gerard vroomen Via twitter and he sort of gave me an apology. The rep did too, sort of half assed though. They hinted at some type of discount but that's not what I needed; I needed to demo the darn bike in the first place. So yeah, avoiding Cervelo products which based on some feedback is probably a good thing in he long run.

 

[knewcleardaze]

Apparently Cervelo doesn't want your money.

 

[Quixote]

I've had very good CS from Garmin...no problems except the waiting on the phone...hopefully that's improved.
However, Parera, your story is an example of a brain dead product rep. I guess the shop let you down, too. What a pain.

 

[RDV4ROUBAIX]

Another A+ for Garmin. I had one of the very first Edge 205's that started powering down occasionally, they just simply replaced it even though it was waaaaaaaaaaaaaaaaaaaaaaaaaaaay out of warranty. Were also very helpful in tracking down my missing rides that were recorded on the old Motion Based when they migrated everything to Garmin Connect.

 

[Parera]

Another A+ for Garmin. I had one of the very first Edge 205's that started powering down occasionally, they just simply replaced it even though it was waaaaaaaaaaaaaaaaaaaaaaaaaaaay out of warranty. Were also very helpful in tracking down my missing rides that were recorded on the old Motion Based when they migrated everything to Garmin Connect.

Weird. I'm starting to think I get the bottom of the barrel customer service employees for everything I purchase. Sigh.

 

[Fatclimber]

I've had very good customer service from Saris for both Powertap and cycleops fluid trainer. When I had to send my PT wheel back for goofy readings they paid shipping both ways and were quite expediant. They even gave me the upgraded computer for free at one point.

I was disappointed when my trainer started to leak. But once again they paid for shipping both ways and gave me a new unit. With all the rage about the KK trainers I tried one of those for awhile. I prefer my cyclops though. One leaky version is six years and the fact that they'll stand behind their product makes me pick that nice quiet one over the KK.

 

[cawright1375]

Regarding the post that said they were getting weird elevation readings on their Garmin. Because the elevation is partially calibrated barometrically, if you travel somewhere, it is best to plug into the car charger and leave it on so that it can adjust itself, and do the same on the way home. Perhaps you knew this already, but if not now you do.

As for Cervelo, I have two experiences with them. The first came in August after I'd paid for a S5 base model frameset. I called the LBS each week like clockwork having been told by them it should be next week, which is what they were told by the Cervelo rep. Finally after it being somewhere around 6 weeks since I'd initially ordered the bike in July and been told it would be in late July/ early August. I got fed up and spoke with the shop manager. He then went to the Cervelo rep, who offered me a team model, but I'd have to pay half of the difference. In the midst of all this it turned out the shop had received a complete S5 base model, but had it under the wrong SKU number. Long story short I got my S5 the next day. Apparently there had been a production issue, now that is fine, just say that is the issue, don't keep telling us it will be next week.

Now onto the flipside of that was the whole BBright/ SRAM Red cranks issue. For those who don't know, there are about 5 (maybe more) cranks that work with the new BBright system. Enduro was making an adapter, which according to folks on the Cervelo forum had been in the works on the way every week for 18 months. Well I posted something, asking for an update and lo and behold Dave from Cervelo CS contacts me and offers me a set to demo! Within a few hours they were in the mail and by that weekend they were on the bike and I decided to go with the FSA K Force crank instead. Mostly because I didn't want to adjust my position on the bike, which would have been neccessary. Also the shop mechanics weren't sure if they were missing a part as there was noticeable wiggle. So while some might say bad customer service because it didn't work, I say thee nay! Instead I got a chance to demo something and it didn't work out. Besides I am very glad to have gone with the K Force.

 

[The Gnome]

oh, let's talk about trek...I bought a "floor model" model from a dealer of theirs...ridden abit by the shop owner who assured me it was new and would be covered by warranty...this was a 2800 dollar ti/carbon Lemond frame...only to have it crack and break at the down tube shifter knobs...I have had a few metal workers who know ti well and they all said it was a very bad braze on job...their fault...upon talking to the good folks at trek, I was informed that they don't cover "used" bikes via their "lifetime warranty"...and this was all thru one of their authorized dealers...via "customer service" trek are a total joke...and as I promised their representative after all of this I will slime them on every forum post I can whenever the issue of solid bike companies who stand behind product might come up...sorry, could not help myself...

 

[nuggs1]

See here http://forum.cyclingnews.com/showthread.php?t=16018
for my issues with Wheelies Direct in the UK and specialized

 

[Master50]

Great service from Garmin over the years but my most recent was with Branford bike. I haven't ordered from them in years and have not dealt with the new owner.
Over the weekend I saw my 11 speed chain had finally reached the expiry and promptly changed it. Rats I got a skipping cog. If you have seen the price of super record cassettes you know what is ahead for me. Anyway I make my order and along with it a request for a spacer I couldn't find on their web site. Robb returns my message on a Sunday and adds the part to my order right away. Very knowledgeable and helpful too. Great first contact with the new owner. It will be my source for Campy small parts again.

 

[RDV4ROUBAIX]

Great service from Garmin over the years but my most recent was with Branford bike. I haven't ordered from them in years and have not dealt with the new owner.
Over the weekend I saw my 11 speed chain had finally reached the expiry and promptly changed it. Rats I got a skipping cog. If you have seen the price of super record cassettes you know what is ahead for me. Anyway I make my order and along with it a request for a spacer I couldn't find on their web site. Robb returns my message on a Sunday and adds the part to my order right away. Very knowledgeable and helpful too. Great first contact with the new owner. It will be my source for Campy small parts again.

I'll never understand why people buy the SR or R cassettes when you can get a Chorus cluster for around $200 cheaper. It does the same thing, right? What do you get for the extra two bills? Ti cogs and 100g lighter. Wow!

 

[richwagmn]

Cycleops/Saris.

Trainer had the dreaded the fluid leak. Contact Saris by e-mail, told them I didn't have a receipt, they issued an RMA immediately. Shipped the old one back and the new one arrived a day later.

Now I can keep riding in my basement .

 

[ElChingon]

Great service from Garmin over the years but my most recent was with Branford bike. I haven't ordered from them in years and have not dealt with the new owner.
Over the weekend I saw my 11 speed chain had finally reached the expiry and promptly changed it. Rats I got a skipping cog. If you have seen the price of super record cassettes you know what is ahead for me. Anyway I make my order and along with it a request for a spacer I couldn't find on their web site. Robb returns my message on a Sunday and adds the part to my order right away. Very knowledgeable and helpful too. Great first contact with the new owner. It will be my source for Campy small parts again.

Branford Bikes has always been great, I like the fact that they will tell you no. No its not possible unless you want to risk a problem, no you shouldn't at any time, no as in they don't have it and they even tell you who does. Their plethora of Campy parts has always been my draw to them and their other non-common trinkets as well.

 

[ElChingon]

I'll never understand why people buy the SR or R cassettes when you can get a Chorus cluster for around $200 cheaper. It does the same thing, right? What do you get for the extra two bills? Ti cogs and 100g lighter. Wow!

Yea, I've been using Chorus and even Centar/Athena cogs for years! I usually buy more than one cogset so that alone justifies it for me to not get the Super Duper and Duper set, its Campy how can you go wrong with Chorus or Centar/Athena for Cogs!

 

[Master50]

I'll never understand why people buy the SR or R cassettes when you can get a Chorus cluster for around $200 cheaper. It does the same thing, right? What do you get for the extra two bills? Ti cogs and 100g lighter. Wow!

Simple I bought the gruppo (upgrade from 10 to 11 and it came with a SR cassette. After I replace the worn cog I will have a record cassette and when the top 3 ti cogs go I will have a chorus cassette and yes the primary consideration from chorus to Super Record is weight as they all pretty much have the same parts and functions. More ti the higher groups and less weight.
I also notice that the ceramic bearings don't improve longevity either as after a year my BB bearing are rough and they are definitely slower now than new steel bearings. Performance is a compromise between costs and benefits.
That 100 grams adds up here and there until your bike is heavy again.

 

[RDV4ROUBAIX]

Simple I bought the gruppo (upgrade from 10 to 11 and it came with a SR cassette. After I replace the worn cog I will have a record cassette and when the top 3 ti cogs go I will have a chorus cassette and yes the primary consideration from chorus to Super Record is weight as they all pretty much have the same parts and functions. More ti the higher groups and less weight.
I also notice that the ceramic bearings don't improve longevity either as after a year my BB bearing are rough and they are definitely slower now than new steel bearings. Performance is a compromise between costs and benefits.
That 100 grams adds up here and there until your bike is heavy again.

If you want to talk about cost/performance ratio, the easiest way to go faster is to train better, eat well, and get lots of rest. But you know this already about me, I'm not one to pull a weight weenie about a 100g here or there.

 

[Master50]

If you want to talk about cost/performance ratio, the easiest way to go faster is to train better, eat well, and get lots of rest. But you know this already about me, I'm not one to pull a weight weenie about a 100g here or there.

This is an important point and I have some defence for that too. Every upgrade made my bikes lighter and at 1 point I had a 18 1/2 pound steel bike but when I went carbon it all got stupid. I had my latest bike down to 16 1/2 pounds but to go lighter than this I need to stop using clinchers and start accepting reduced performance for lightness. I was 10 pounds heavier too. I finally came to the conclusion that the light bike was not getting any faster until the engine can push it up the hill so I lost the weight and yes my riding improved more than the the bike could change this. Funny thing about weight weenie. Faced with a choice between ti replacement cogs and steel the money dictated it. It seems that once you are faced with a $250 purchase for a part you will throw away after a year or two that the $68 steel cogs make more sense. That said if I ever buy that set of uber light clinchers I am sure I will start with a Super Record cassette and replace the worn out cogs with steel ones.

 

[RDV4ROUBAIX]

This is an important point and I have some defence for that too. Every upgrade made my bikes lighter and at 1 point I had a 18 1/2 pound steel bike but when I went carbon it all got stupid. I had my latest bike down to 16 1/2 pounds but to go lighter than this I need to stop using clinchers and start accepting reduced performance for lightness. I was 10 pounds heavier too. I finally came to the conclusion that the light bike was not getting any faster until the engine can push it up the hill so I lost the weight and yes my riding improved more than the the bike could change this. Funny thing about weight weenie. Faced with a choice between ti replacement cogs and steel the money dictated it. It seems that once you are faced with a $250 purchase for a part you will throw away after a year or two that the $68 steel cogs make more sense. That said if I ever buy that set of uber light clinchers I am sure I will start with a Super Record cassette and replace the worn out cogs with steel ones.

I'll agree with that. Ti cogs, pffft! Was kind of embarrassed when Campy started that. Then again, they're at fault for doing all aluminum freewheels back in the day too.

But I digress, this thread is about customer service. Ever walk into a shop where the owner is drunk before noon everyday? I have, it's funny if you know the guy, but not if you're a customer, especially a new one. !!!!

 

[phil j nyc]

Garmin allways gets a thumbs up from me.
When I sent back an Edge 705 for repair the post office lost the return from Garmin. No worries, Garmin just sent a new unit via Fed Ex.
Strava. Great customer service. Helpful and fast.

On the bad, Cycle Sport. No issue since August. A few calls to the office. " we will call you back". No return call. No issues. No subscription renwall.
Capo. "Your shorts are tearing at a seam after a few rides", I was told since I used them no dice. And this was after I explained I was the manager at a bike shop that sold alot of their stuff. Bleh, next.

 

[RDV4ROUBAIX]

Garmin allways gets a thumbs up from me.
When I sent back an Edge 705 for repair the post office lost the return from Garmin. No worries, Garmin just sent a new unit via Fed Ex.
Strava. Great customer service. Helpful and fast.

On the bad, Cycle Sport. No issue since August. A few calls to the office. " we will call you back". No return call. No issues. No subscription renwall.
Capo. "Your shorts are tearing at a seam after a few rides", I was told since I used them no dice. And this was after I explained I was the manager at a bike shop that sold alot of their stuff. Bleh, next.

Anything Cycle Sport or World Cycling Productions related is the bottom of the barrel when it comes to customer service. I'm calling Tim Grady (owner) out by name on this one, he's a slimy turd of a human being. My guess is that he's up to his old tricks again and paying himself before customers and employees are taken care of. Several years ago the entire staff was late getting their paychecks, Tim had the nerve to show up the day before payment arrived in a new Porsche Boxter. Nice eh.

 

[phil j nyc]

Sounds classy.
After 4 emails to the UK office and 2 to the USA office still nothing from Cycle Sport. After many many years of having a subscription too.
I guess the cycling magazine world is doing well in this economy. Who would have known?
Good riddance.

 

[chasbo]

I have had great luck with Garmin in the past. Had a couple units replaced free of charge after they went belly up within the first year.

I would never buy another Look product after getting a royal run around after having a frame with an oversized seat tube sent to me. 6 weeks of running around before they finally replaced the defective frame.