HOT: Active* forum members generally gain 5% discount at starbike.com store!
Weight Weenies
* FAQ    * Search    * Trending Topics
* Login   * Register
HOME Listings Articles FAQ Contact About




Post new topic Reply to topic  [ 37 posts ] 
Go to page 1, 2, 3  Next
Author Message
PostPosted: Sat Feb 08, 2014 2:45 pm 
Offline

Joined: Sat Aug 13, 2011 9:21 am
Posts: 280
Location: UK
My LBS have been trying to get a replacement frameset out of Cervelo Europe since last September and I'm getting very impatient now that spring is approaching. I've made contact with two 'customer service' people at Cervelo HQ but they don't give a damn so I thought I'd try to make contact with someone high up, however I can't find any addresses on Google.

Can anyone help please?


Top
 Profile  
 
PostPosted: Sat Feb 08, 2014 3:44 pm 
Offline

Joined: Fri Feb 11, 2011 4:23 am
Posts: 236
Try touching base with David Byer - dbyer@cervelo.com

Or tweet Vroomen...
https://mobile.twitter.com/gerardvroomen

Or contact the EU distributor directly and discuss with Matthias Brahms

service@cervelo-europe.com


Top
 Profile  
 
Posted: Sat Feb 08, 2014 3:44 pm 


Top
  
 
PostPosted: Sat Feb 08, 2014 4:05 pm 
Offline

Joined: Tue Dec 23, 2008 2:57 pm
Posts: 622
Location: NYC
Google "Cervelo, Toronto" and call them directly...frame warranty replacement should take a few weeks not half a year. Ur LBS has really screwed this simple process up. EM3

_________________
______________

My 2013 Cervelo R5


Top
 Profile  
 
PostPosted: Sat Feb 08, 2014 5:27 pm 
Offline

Joined: Sat Aug 13, 2011 9:21 am
Posts: 280
Location: UK
em3 - thanks for the suggestion but I don't fancy the cost of a call to Canada... My LBS are doing a great job but have been given BS delivery dates. They have three other warranty claims with Cervelo, one of which is older than mine!

drmutley - I'm not on Twitter but I'll try emailing Mattias. Many thanks.


Top
 Profile  
 
PostPosted: Sat Feb 08, 2014 7:31 pm 
Offline

Joined: Mon Apr 03, 2006 8:53 am
Posts: 266
Last time I takes to Dave a few years ago, he wasn't in "customer service", ( promoted I would guess) but I would be surprised if he couldn't help you out. He knows his stuff and is very nice : )

C


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 12:31 am 
Offline

Joined: Sun Sep 01, 2013 4:53 am
Posts: 12
the shop i work at (in the US) stopped carrying cervelo earlier last year because they could not, or would not, deliver bikes to us. we would have to almost threaten them to get warranty frames, and they would show up weeks to months past when they promised to deliver them. after two and a half years of disappointing our customers, we completely dropped them. i love their bikes, but from the business side of things, they are terrible. you'll have better luck contacting cervelo directly, but you're not getting a frame anytime soon, regardless. sorry.


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 10:39 am 
Offline

Joined: Sat Aug 13, 2011 9:21 am
Posts: 280
Location: UK
uraqt - i made contact with Dave but he wasn't really interested in helping, but thanks anyway.


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 1:45 pm 
Offline

Joined: Fri Feb 11, 2011 4:23 am
Posts: 236
I found him variable as well.. And the email monkeys on the generic email customer support are relatively useless as well... Depending on where u are u always have the option of requesting a refund, and taking your money to another brand...

Try emailing Matthias and seeing if he can add anything...

U could always try gvroomen&cervelo.com


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 1:49 pm 
Offline
in the industry
User avatar

Joined: Sun Nov 21, 2004 2:45 pm
Posts: 2359
Location: London, UK
em3 wrote:
Google "Cervelo, Toronto" and call them directly...frame warranty replacement should take a few weeks not half a year. Ur LBS has really screwed this simple process up. EM3

Not necessarily. The UK distributor changed last year, so many warranty claims had to be transferred from Madison who originally supplied the dealer to Cervelo who have no relationship with the dealer. As a consequence the process started again in many cases.


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 1:51 pm 
Offline
in the industry
User avatar

Joined: Sun Nov 21, 2004 2:45 pm
Posts: 2359
Location: London, UK
Refund is not an automatic right. Repair or replacement are at the discretion of the supplier.


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 2:35 pm 
Offline

Joined: Sun Mar 27, 2011 8:16 pm
Posts: 371
Within a reasonable time frame though I thought?


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 4:20 pm 
Offline
in the industry
User avatar

Joined: Sun Nov 21, 2004 2:45 pm
Posts: 2359
Location: London, UK
Dammit wrote:
Within a reasonable time frame though I thought?
How old is the frame? What is its general condition? Has it been crashed? Claimant is original owner? All pertinent to a claim.


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 4:31 pm 
Offline

Joined: Fri Feb 11, 2011 4:23 am
Posts: 236
By the sounds of it none of this is relevant. He has been granted a warranty replacement frame and he deserves it to be in a timely fashion. If not then I would be contacting the relevant consumer watchdog in your country...


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 4:57 pm 
Offline
in the industry
User avatar

Joined: Sun Nov 21, 2004 2:45 pm
Posts: 2359
Location: London, UK
drmutley wrote:
ultimobici wrote:
Dammit wrote:
Within a reasonable time frame though I thought?
How old is the frame? What is its general condition? Has it been crashed? Claimant is original owner? All pertinent to a claim.


By the sounds of it none of this is relevant. He has been granted a warranty replacement frame and he deserves it to be in a timely fashion. If not then I would be contacting the relevant consumer watchdog in your country...

Quote:
My LBS have been trying to get a replacement frameset out of Cervelo Europe since last September and I'm getting very impatient now that spring is approaching. I've made contact with two 'customer service' people at Cervelo HQ but they don't give a damn so I thought I'd try to make contact with someone high up, however I can't find any addresses on Google.

Can anyone help please?
Don't see any reference to being granted a replacement, merely that the LBS has been trying to get one.

LBS may think that their customer deserves a replacement, but Cervelo may not. Having been in the LBS's position on several occasions a few years ago I can attest to the nitpicking that Cervelo would resort to to wriggle out of a claim that I thought was valid. Once they had agreed to a replacement it was very swiftly sorted.

My gut says there is more to this that the OP is letting on.


Top
 Profile  
 
PostPosted: Sun Feb 09, 2014 5:42 pm 
Offline

Joined: Sat Aug 13, 2011 9:21 am
Posts: 280
Location: UK
There's no more to this than the fact that Cervelo Europe are dragging their heels. They agreed to replace the frame on 10/10/13 but have since missed their own delivery dates in December and January.

I was told back in January by a Cervelo HQ customer service guy called Adrian "I know for 2014, the S2 is not available as a frameset." yet it's there on their website..! I really think they don't have a clue what they're doing these days. As I may have stated before my LBS is a big seller of Cervelos and as of a couple of weeks ago they had three other warranty claims in progress, one of which is older than mine!

I'm far from the only person in this situation.


Top
 Profile  
 
Posted: Sun Feb 09, 2014 5:42 pm 


Top
  
 
Display posts from previous:  Sort by  
Post new topic Reply to topic  [ 37 posts ] 
Go to page 1, 2, 3  Next


Who is online

Users browsing this forum: Bing [Bot], dogg, Google Adsense [Bot], MSNbot Media, Unbrokenchain and 47 guests


You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot post attachments in this forum

Search for:
Jump to:  

   Similar Topics   Author   Replies   Views   Last post 
This topic is locked, you cannot edit posts or make further replies. Cervelo R and Cervelo S series??

in Road

bigben99

3

889

Mon Nov 04, 2013 5:09 pm

RichieE46 View the latest post

There are no new unread posts for this topic. Cervelo R3 geometry...

in Road

Powerful Pete

11

1669

Mon Aug 12, 2013 12:48 am

Powerful Pete View the latest post

This topic is locked, you cannot edit posts or make further replies. cervelo r3 framesize

in Road

bruno2000

3

402

Wed Aug 14, 2013 10:26 pm

Getter View the latest post

There are no new unread posts for this topic. Repair on Cervelo

in Road

NYCPrynne

3

1040

Sat Jun 01, 2013 11:38 pm

thisisatest View the latest post

There are no new unread posts for this topic. Wheels for Cervelo S5

[ Go to page: 1, 2 ]

in Road

FHKJ

17

1597

Wed Nov 13, 2013 10:06 pm

fogflip View the latest post


It is currently Mon Apr 21, 2014 1:54 am

All times are UTC + 1 hour




Advertising   –  FAQ   –  Contact   –  Convert   –  About

© Weight Weenies 2000-2013
hosted by starbike.com


How to get rid of these ads? Just register!


Powered by phpBB