First off, one of my pet peeves with any company is when they do not offer a direct method of contact, no phone, no email, no address, nothing. This makes me fee like they think they are too good to be contacted. They also require a pretty heafty up front setup for dealers. This is something that also upsets me, why not get someone who SELLS bikes on your bikes?
I was also confirmed one too many times of reliability issues. No big deal I guess as I am sure Cervelo has a great warranty, but I can not beat the lifetime warranty of my Cyfac and the WONDERFUL service and crash replacement. I also like to ride my bikes, not ship them back for service.
Also, their dealer locator did not work well and this furthered my question why I could not easily purchase a frame to "try".
Cervelo is a very small company with some growing pains, and they have good sales for 2006. It is unreasonable for them to personally answer your queries, they would do nothing but that all day. The dealer issue is because Cervelo has had some trouble with "test" bikes and sleazy dealers who misrepresented themselves.
The only reliability issue is with the R2.5s, but the lifetime warranty is not transferable, which means that those with pricey R2.5s cannot sell them, and even those buying brand new frames for $1500 on ebay have no warranty. At those prices, the warranty should be better.
The company is not well managed and my LBS dropped them as a seller because they could not get bikes reliably from Cervelo.
I asked about Cervelo bumper stickers in 2005, they told me I'd get some by september, I asked again in January and Spring, they responded finally by saying they don't have any, not will they get any. Marketing genius. A customer offers free advertising and they turn it down.
The registration page is supposed to inform owners of customer appreciation events, previews and factory tours, but I have never been informed of any of these events in the last year.
I really like my team Soloist, but it will likely be the last Cervelo I own.