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Author Topic: Customer service not completely dead  (Read 1186 times)

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Offline jimn213

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Customer service not completely dead
« on: July 16, 2009, 01:39:04 PM »
A couple of weeks ago I was shopping (online) for a bearing kit specifically made for my bike that I had seen months ago.  While I do not need new bearings yet, Salsa no longer makes my frame, so I thought I would get the kit (which is handy since it contains all the necessary parts), and I would have it if I needed it later.  Almost all the dealers listed the kit at $70.
 
However, now I could not find in-stock it anywhere.  So I sent an email to Salsa and asked if they could tell me where to find one.  That same day I got a reply from one of the techs there (Bobby).  He said that the kit just contained standard size bearings anyway and that my LBS could do it for me, blah, blah...and then he said to give him my address, and let him look around and if they had a kit he'd send it to me.  I was pretty surprised that they would do that and told him so, but he kinda shrugged it off like it was nothing.
 
A day or so later he followed up with another email:
"So I did some poking around and I was able to dig up a bearing kit for ya.  I'll drop it in the mail."
I got the package a few days later and it also contained a nice sheet of Salsa stickers.
 
Needless to say, I was very pleasantly surprised at this level of customer service provided by Salsa Cycles. 
 
They definitely made me a happy customer and saved me some money to boot!
 
 
 
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Re: Customer service not completely dead
« Reply #1 on: July 16, 2009, 01:51:40 PM »
ARRIBA!!! Salsa Salsa!

Offline Triple T

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Re: Customer service not completely dead
« Reply #2 on: July 16, 2009, 02:03:45 PM »
Nice to hear of stories like that.  If you don't mind a little thread hijacking, I'll relate my CS story.

I recently had my frame (front & rear triangle) warrantied by Ibis.  Not for anything structural, but for cosmetic (paint) issues.

When I first sent them an email, I didn't get some flunky answering my inquiries.  Scot Nicol (aka Chuck Ibis) answered my emails.  After several emails back and forth, I eventually got an email from Tom Morgan (who is president of Ibis Cycles, Inc.) asking for confirmation of my shipping address so that they could send me a new frame.

I too was pleasantly surprised by the level of service.  They have made me a very happy customer and a customer for life.
Ibis Mojo SL-23.81 lbs.
Ibis Tranny-20.75 lbs.

Offline jimn213

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Re: Customer service not completely dead
« Reply #3 on: July 16, 2009, 02:16:58 PM »
Nice.  That's the way it oughta be...especially in your case as you were dealing with a high-end, low-volume manufacturer.  For what it cost ya, the company president ought to check up to make sure you are satisfied.
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Offline catman

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Re: Customer service not completely dead
« Reply #4 on: July 16, 2009, 02:59:35 PM »
Ok, so here is my experience with Shimano's customer service/Tech support. Got a shimano replacement XTR crank arm (on ebay) but it had the correct part number and the length was a match. Installed it on the bike to find that the built in spindle was too short (external bearing set up). No matter what I did the left (non drive) crank arm wouldn't spline on far enough. Couldn't get the ebay guy to tell me what's up so I called shimano. The guy seemed to know what he was talking about at first but then he just turned into a dead head. He told me I got a hold of a prototype that they'd give to factory sponsered race teams. He seemed confused as to how it got in my hands. He said that it will only work on a hardtail bike. I have a FS so my first thought was "oh, ok well I'll just get my money back and put my other cranks back on". Then I started thinking more about it. Bottom bracket shells come in two sizes whether they are on a hardtail or FS. Told the guy that since I had him on the line I'd like to fully understand the issue. He then started to become a broken record and the more I pushed for an acurate explanation the more he seemed to be reading from a script. It became very apparent that this guy may have known a lot about the cranks but he was seriously lacking in knowledge of what the parts attach to. He couldn't understand no matter how many times I walked him through it that it is possible to slide the BB on the spindle outside of the BB shell. Kinda like a test fit. After a short while he just kinda became silent as if to say thats all I've got for you man. No offer to transfer me or get back with me. I fully aware that I didn't get the replacement part directly from the factory but it was still a Shimano part with the correct part number and markings.
 
Every single time someone has called me for tech support at work I've done the research,transferred them to someone who is more knowledgeable in the subject,or at least tried to find someone who could help. I hate the fact that you can't really expect that from people these days. Not to mention the person on ebay hasn't returned my 3-4 emails.
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Offline Triple T

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Re: Customer service not completely dead
« Reply #5 on: July 16, 2009, 03:33:48 PM »
That's the way it oughta be...

I agree
Ibis Mojo SL-23.81 lbs.
Ibis Tranny-20.75 lbs.

Offline Redriderpro

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Re: Customer service not completely dead
« Reply #6 on: July 16, 2009, 04:29:22 PM »
Could your expectations and mine be based on the fact that we both work in the Diesel engine business world and we have to provide great customer support or starve? ( Unlike many in the bike industry )
"Big Dogs Like It Rough!"

 

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