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PostPosted: Sun Oct 15, 2017 4:01 pm 
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Joined: Sun Apr 03, 2016 5:49 am
Posts: 350
Location: Seattle, WA
TheBlackPath wrote:
bilwit wrote:
fromtrektocolnago wrote:
Customer service starts with the local bike shop. I only purchase shops from are known for standing by their customers. As far as relying on the manufacturer, it's something you hope you never have to deal with.


This. More definitively, it starts with the dealer you purchased from. The actual manufacturers don't care about the end-user, they already sold the product to distribution so whether an end-user buys it from a reseller or not doesn't matter to them. It's up to the dealer to work with them to handle whatever warranty or service problem you have with the product. The problem with this is that resellers aren't specialists and generally don't really know jack shit about specific products, just sales baselines.

It's exactly like any other industry: IT, cars, etc.


but this is weird anyway... at the end of the day is the manufacturer brand that gets damaged, and not the distributors. I think that the manufacturers should take care and do quality control of all the links of their customers relationship. It is not that difficult, especially considering premium brands...
I agree that most trouble processing warranties depends on the dealer capacity and relationship with the manufacturer.


They should, but the reality is that the bigger the brand, the more leeway they have for being crappy--just look at Microsoft or Valve. They have some of the worst customer service ever but it doesn't matter because they are giants in their industry/respective market. The strength of their brand allows them be crappy. In contrast, small, independent companies are known for having great service because they aren't granted this kind of leeway--their profit margins are on a thread and they can't afford to be trashed by the media or their community. The big companies can most certainly afford to put up great customer service, but since having crappy service doesn't really affect their big picture sales if a few hundred people are put off by their service's reputation then it isn't worth the cost of hiring/training/upgrading infrastructure, etc. That's capitalism for you.

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Posted: Sun Oct 15, 2017 4:01 pm 


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PostPosted: Mon Oct 16, 2017 6:59 pm 
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Joined: Fri Jun 12, 2015 11:06 pm
Posts: 16
I wanted to echo what others have said on this thread. A great dealer makes all the difference.

I ordered a new Bianchi. Took the better part of a half year to show up. Beyond frustrating as they didn't indicate any kind of a delay to the dealer when the order was placed. When I finally reached the rep, I found out the dealer had been bugging Bianchi pretty much weekly in the background, which impressed me. When the bike finally showed up, the dealer went over and beyond - no complaints from me at the end of the day given that level of customer service. I naturally assumed that it was Bianchi that stepped up in the end. Much later I found out it was the dealer - out of his own pocket. Needless to say, I know where I'm buying my next bike! It's a good thing that Bianchi make good bikes, because they are not winning any customers based on customer service.

PS - anyone looking for a beyond amazing store in Toronto, Canada, just let me know.


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PostPosted: Mon Oct 16, 2017 7:34 pm 
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Joined: Tue Jan 28, 2014 6:52 pm
Posts: 1518
At least in US, if you buy Trek or Specialized you get a lifetime warranty on the frame and it's pretty easy to get service from your local dealer. If you buy a European brand, it's a 1 year warranty and 'please wait 3 months' while we send your frame to Europe for inspection. The US market is so big, I'm surprised that they get away with this BS on $3,000+ framesets.

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PostPosted: Mon Oct 16, 2017 8:35 pm 
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Joined: Fri Jun 03, 2016 5:08 pm
Posts: 961
I'm in the UK. Last three purchases were Bianchi, Canyon, Cervelo.

Bianchi were a shock to me. It wasn't so much bad after sales service as much as dealing with some local Del Boys. Real shady take you cash and leg it sort of outfit. I wouldn't ever buy another Bianchi, though I do still have the one I bought (and to be honest I don't even think the Counterveil stuff that's in it is worth anything either - I think it suits their sort of outfit, some unprovable either way smoke and mirrors tech).

Canyon have issues, but they were actually decent. Their issues are simply due to be an innovator in the industry and are struggling with demand. The order was delayed, and I was getting the runaround on emails. Bike arrived late, but not terribly so in the end, but it had a chip on the top tube. Small, looked like someone had clipped it with a cleat when getting on or off the bike. That sort of look to it. Emailed pictures right away and they offered a collection or partial refund. They processed the partial refund right away and were really apologetic. I know of another rider had an issue with their Aeroad and Canyon were really good to them. They have a fair policy and do sort you out. Completely at odds with Bianchi who just don't give a toss about you. Bianchi hope you get hit by a bus so they don't have to deal with you.

Cervelo were at the other end of the scale. Maybe too extreme with their brand representation which meant I couldn't get the deal I wanted when I wanted it. There was a cracking offer on an S5 Ultegra, but the retailer was at the other end of the country. No problem, just call and they can ship it like any other bike, right? No chance. They had to go and speak to the Cervelo rep to see if he'd give them a free pass to do it this one time for me. Days later I couldn't get it. Had to pay £300 more for mine locally in the end as I had to go and pick it up and get the whole service speil. Did feel a bit special I guess, but I'm a bit past that. I just want the bloody thing so I can get to work on it and start smashin it on the road :P

As soon as I got it home I stripped it down and sold everything off and built it up with my own kit (yes I could have bought a frame alone but it's cheaper this way) so all the fuss is wasted on guys like me.

After that, I had a couple of issues with the bike - a seat post puncture and cracked seat post which were my fault - but they were able to make calls and sort me out with a discounted post if I wanted it. Turned it down, but the offer was okay.

Cervelo support is touch and go. Sometimes they reply, sometimes the don't. But when you do hook a rep, they're great.


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PostPosted: Tue Oct 17, 2017 3:45 am 
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Joined: Tue Mar 10, 2015 5:27 am
Posts: 23
phunky wrote:
I wanted to echo what others have said on this thread. A great dealer makes all the difference.

I ordered a new Bianchi. Took the better part of a half year to show up. Beyond frustrating as they didn't indicate any kind of a delay to the dealer when the order was placed. When I finally reached the rep, I found out the dealer had been bugging Bianchi pretty much weekly in the background, which impressed me. When the bike finally showed up, the dealer went over and beyond - no complaints from me at the end of the day given that level of customer service. I naturally assumed that it was Bianchi that stepped up in the end. Much later I found out it was the dealer - out of his own pocket. Needless to say, I know where I'm buying my next bike! It's a good thing that Bianchi make good bikes, because they are not winning any customers based on customer service.

PS - anyone looking for a beyond amazing store in Toronto, Canada, just let me know.


Is this the 11 Inc? Because I'm no longer in Toronto but thinking of buying a Bianchi Specialissima as my next ride but the local dealer here is a bit suspect... I visited the 11 Inc though a little while ago and was pretty much blown away. Stunning store and really friendly, knowledgeable staff.


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PostPosted: Tue Oct 17, 2017 8:17 am 
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Joined: Thu Sep 21, 2006 8:57 pm
Posts: 4582
Location: Vicenza
Canyon - I had a warranty claim with cracked paint (on the very first white CF frame) that they didn't want to exchange, even if they were exchanging frames to other peoples. Months later when the cracks were becoming much wider finally they decided to follow up although at first they sent a black frame without fork (yes without), and then finally send another one (another color).

Merida - I had bought a 2nd hand bike on eBay not of Merida, but another brand owned by Merida which is sold in Germany/Holland/etc . After purchasing I realised it had a small crack near BB and asked them if it was still under warranty. Even if the brand was not sold in Italy, they did no questions and sent a new one. Pretty amazing service.

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PostPosted: Tue Oct 17, 2017 2:16 pm 
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Joined: Fri Jun 12, 2015 11:06 pm
Posts: 16
Conradsleight wrote:
phunky wrote:
I wanted to echo what others have said on this thread. A great dealer makes all the difference.

I ordered a new Bianchi. Took the better part of a half year to show up. Beyond frustrating as they didn't indicate any kind of a delay to the dealer when the order was placed. When I finally reached the rep, I found out the dealer had been bugging Bianchi pretty much weekly in the background, which impressed me. When the bike finally showed up, the dealer went over and beyond - no complaints from me at the end of the day given that level of customer service. I naturally assumed that it was Bianchi that stepped up in the end. Much later I found out it was the dealer - out of his own pocket. Needless to say, I know where I'm buying my next bike! It's a good thing that Bianchi make good bikes, because they are not winning any customers based on customer service.

PS - anyone looking for a beyond amazing store in Toronto, Canada, just let me know.


Is this the 11 Inc? Because I'm no longer in Toronto but thinking of buying a Bianchi Specialissima as my next ride but the local dealer here is a bit suspect... I visited the 11 Inc though a little while ago and was pretty much blown away. Stunning store and really friendly, knowledgeable staff.


Correct - it was the 11. Heath was beyond amazing on that sale, and the after sales support is likewise remarkable. Best customer service I've ever experienced, bar none. In any industry. I could not recommend him and his shop highly enough.


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PostPosted: Tue Oct 17, 2017 3:38 pm 
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Joined: Wed Feb 15, 2017 7:26 pm
Posts: 21
Trek and my local shop have been OUTSTANDING. A friend recently broke his 2014 Emonda frame at the chainstay, Trek replaced it with the new Emonda SLR, no questions asked


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