[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
First of all, some of the details included in ***'s original email to me are falseUnder heading #1, I did call the shop to order the bike originially, however the details of how the order went are incorrectWhen I called to order the bike, I told them what size I had previously been riding & I also gave them my size such as heightThe one thing that is 100% is the fact they said I told them I had already had a professional fittingI have NEVER under any circumstances had a professional fitting until I decided to purchase the bike from them & it came with the new bike purchaseAs I stated before, my funds have always been low & I have never went to any bike shop for a fitting before this shopSo those words never came out of my mouth.
Although I know the frame issue with the derailer was not their fault & Specialized honored the warranty, however, any bike shop should still stand behind their products & not charge a customer for the component swap.
My opinion is that $store credit does not cover all of the issues & driving to fix the issueThis shop is 30-minutes from my house & don't want to drive back up there for just a store creditNot to mention as a regular cyclist, I don't need any more supplies from the store, I am pretty stocked up
Regards,
*** ***
From: *** *** [mailto:***] Sent: Tuesday, April 07, 11:AMTo: *** ***Subject: Complaint from *** ***Hi ***, I first received a complaint email from *** *** 3/2/and it read as
follows:To whom it may concern, Let’s just start by saying as a person with low funds to start with, choosing to buy a carbon bike from you guys has been one of the worst decisions ever & has cost me a small fortuneFirst was the order of the wrong size, now after that got straightened out, I now have issues with the way your service department handled thingsLate last year, my Specialized bike that I had ordered from you guys had the front derailer snapped right off the frameSpecialized did replace the frame, however, I was less than happy about the fact when I came to pick it up, no one had told me that I would be made to pay a fee to put the components from my bike onto the new frame which was a cost of $I do believeWhen the swap was made, everything was supposed to be put on the new frame just as it had come offWell, when I picked up the bike & got it home, the first thing I noticed was that the bottle cages had been put on upside downReally guys? A bike shop that has been in business how long? So, I just picked up my bike from a reputable bike shop that I know & trust, just for a Spring Tune up so I thoughtWell, this turned out to be a costly tune up to fix the mistakes that your shop had made when it was put back togetherThe cables were put on incorrectly & were causing me shifting issues, all which had to be replacedThe chain that was on there had been cut by your facility & made too short, and it was put on backwards as wellI have put another $out to get these problems correctedWhat kind of bike shop does this crap??? I think you guys should reimburse me from the extra cost to get things correctedThe issues were clearly unsafe & I could have had an accidentThe bike has NOT shifted correctly since I picked it up but me not knowing about bikes, thought maybe it just needed kinks worked outI think my next step will be going to the Revdex.com if things are not correctedThanks,*** *** I made sure I covered all of the details of the complaint with my brothers that had dealt with her as well as the mechanics who had worked on her bikes After hearing everyone’s account of the story (and all of the stories were identical), this is the response I sent to her on 3/2/2015: Hi *** I would like to say first that I am sorry you have had a bad experience with us and I did look into this issues I pulled all of your receipts and talked to almost everyone involved with this since the original purchase I think the best thing to do is to address each one of these issues separately. #The original bike being the wrong size We ordered the bike and size (54cm) you requested Once the bike came in we scheduled you a bike fit and at the fitting my brother *** told you he thought you would be better fitted with the next size up (57cm) At the time you wanted to stay with the 54cm because you said you had been professionally fitted elsewhere and had been told a 54cm was the correct size for you After months you determined what *** had said was correct so we ordered you a 57cm and exchanged all of the components on both bikes thus allowing you to get the new corrected frame size, but keeping the original components of the first bike There were labor fees involved, but looking at our records I feel we were very fair and according to my brothers you left very happy. #The broken derailleur braze-on That was just a very unfortunate event We have been carrying Specialized for over years and we deal with very few factory defects, but occasionally it happens and that why there is a warranty The warranty covers the frame for life to the original owner and labor to replace the frame is covered for year and that is strictly enforced by receipt trails Since 1year and months had passed the frame was out of labor warranty The labor fee for a warranty frame change is $and we did give you a $discount as a goodwill gesture If you were not told up front that there would be a labor fee involved, I apologize, but that is something the mechanic would have normally discussed with you. #The water bottle cages be put on upside down No excuses...with some of the side entry cages it is easy to do if you are not paying close attention...we should have been paying closer attention to detail #Chain on backwards, cut too short and cables incorrectly installed. Obviously you have had the work done and at this point all you have is a repair bill I would think surely that if you had taken your bike in for a tuand these things were found you would have been called and informed of the cost you were going to be faced with If so, why would you not have at least called us at that time to ask us to correct the problems without paying someone $ I have the upmost confidence in our mechanics and firmly believe they are very skilled and competent at what they do Can they make mistakes...absolutely anyone can and if we do we correct them In this case I can’t simply pay for another shop to do work on your bike with them making accusations of what we did incorrectly. I know problems get magnified when you look at everything as a whole, but up until you took the bike to another shop I feel we had done everything in our power to take care of you as a customer By the tone of your comments I can tell you are more than frustrated with our service and it may be impossible to win your confidence again, but as another goodwill gesture I would like to offer you a $store credit We do have a great selection of clothing and accessories and as a cyclist I’m sure you could find something you can use. I will be out of the office tomorrow, but back Wednesday and would be more than willing to talk with you either by phone or here in the store if you would like to discuss this any further. I hope to hear from you soon, *** *** On 3/5/I then received this email from her: ***,Well, I took some time to think before I respondedAlthough I don’t care to argue about it anymore, even though some of your statements are totally untrue, I believe the best course of action will be to contact the Revdex.comI don’t think $of merchandise covers the turmoil that I have been throughFurthermore, after all of this, I prefer to never set foot in your establishment againAs a customer, my words should mean something in which obviously they don’t. Thanks for your time To which I responded on 3/7/2015: ***, I’m so sorry your feelings towards not even stepping foot into our store have become so strong I would sure like the opportunity to talk to you in person or even on the phone as I feel emails just do not suffice in a matter such as this I do take this matter seriously and your words do matter I could offer you an even greater credit in our store, but it sounds like your mind is made up If you would care to discuss it further, I would welcome the conversation Please feel free to call or email me.Thanks, *** We have been in business since and by no means take complaints from customers lightly As I am sending this response to the Revdex.com I have taken time to re-read the emails that were exchanged between the customer and myself and I still stand behind my convictions in this situation It saddens me that any customer’s feelings towards our business could reach a point that they would say “ I would prefer to never step foot in their establishment again”, but I feel as if from the beginning we have taken care of her as a customer and her request as settlement is simply unfounded. Thanks, *** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
First of all, some of the details included in ***'s original email to me are falseUnder heading #1, I did call the shop to order the bike originially, however the details of how the order went are incorrectWhen I called to order the bike, I told them what size I had previously been riding & I also gave them my size such as heightThe one thing that is 100% is the fact they said I told them I had already had a professional fittingI have NEVER under any circumstances had a professional fitting until I decided to purchase the bike from them & it came with the new bike purchaseAs I stated before, my funds have always been low & I have never went to any bike shop for a fitting before this shopSo those words never came out of my mouth.
Although I know the frame issue with the derailer was not their fault & Specialized honored the warranty, however, any bike shop should still stand behind their products & not charge a customer for the component swap.
My opinion is that $store credit does not cover all of the issues & driving to fix the issueThis shop is 30-minutes from my house & don't want to drive back up there for just a store creditNot to mention as a regular cyclist, I don't need any more supplies from the store, I am pretty stocked up
Regards,
*** ***
From: *** *** [mailto:***] Sent: Tuesday, April 07, 11:AMTo: *** ***Subject: Complaint from *** ***Hi ***, I first received a complaint email from *** *** 3/2/and it read as
follows:To whom it may concern, Let’s just start by saying as a person with low funds to start with, choosing to buy a carbon bike from you guys has been one of the worst decisions ever & has cost me a small fortuneFirst was the order of the wrong size, now after that got straightened out, I now have issues with the way your service department handled thingsLate last year, my Specialized bike that I had ordered from you guys had the front derailer snapped right off the frameSpecialized did replace the frame, however, I was less than happy about the fact when I came to pick it up, no one had told me that I would be made to pay a fee to put the components from my bike onto the new frame which was a cost of $I do believeWhen the swap was made, everything was supposed to be put on the new frame just as it had come offWell, when I picked up the bike & got it home, the first thing I noticed was that the bottle cages had been put on upside downReally guys? A bike shop that has been in business how long? So, I just picked up my bike from a reputable bike shop that I know & trust, just for a Spring Tune up so I thoughtWell, this turned out to be a costly tune up to fix the mistakes that your shop had made when it was put back togetherThe cables were put on incorrectly & were causing me shifting issues, all which had to be replacedThe chain that was on there had been cut by your facility & made too short, and it was put on backwards as wellI have put another $out to get these problems correctedWhat kind of bike shop does this crap??? I think you guys should reimburse me from the extra cost to get things correctedThe issues were clearly unsafe & I could have had an accidentThe bike has NOT shifted correctly since I picked it up but me not knowing about bikes, thought maybe it just needed kinks worked outI think my next step will be going to the Revdex.com if things are not correctedThanks,*** *** I made sure I covered all of the details of the complaint with my brothers that had dealt with her as well as the mechanics who had worked on her bikes After hearing everyone’s account of the story (and all of the stories were identical), this is the response I sent to her on 3/2/2015: Hi *** I would like to say first that I am sorry you have had a bad experience with us and I did look into this issues I pulled all of your receipts and talked to almost everyone involved with this since the original purchase I think the best thing to do is to address each one of these issues separately. #The original bike being the wrong size We ordered the bike and size (54cm) you requested Once the bike came in we scheduled you a bike fit and at the fitting my brother *** told you he thought you would be better fitted with the next size up (57cm) At the time you wanted to stay with the 54cm because you said you had been professionally fitted elsewhere and had been told a 54cm was the correct size for you After months you determined what *** had said was correct so we ordered you a 57cm and exchanged all of the components on both bikes thus allowing you to get the new corrected frame size, but keeping the original components of the first bike There were labor fees involved, but looking at our records I feel we were very fair and according to my brothers you left very happy. #The broken derailleur braze-on That was just a very unfortunate event We have been carrying Specialized for over years and we deal with very few factory defects, but occasionally it happens and that why there is a warranty The warranty covers the frame for life to the original owner and labor to replace the frame is covered for year and that is strictly enforced by receipt trails Since 1year and months had passed the frame was out of labor warranty The labor fee for a warranty frame change is $and we did give you a $discount as a goodwill gesture If you were not told up front that there would be a labor fee involved, I apologize, but that is something the mechanic would have normally discussed with you. #The water bottle cages be put on upside down No excuses...with some of the side entry cages it is easy to do if you are not paying close attention...we should have been paying closer attention to detail #Chain on backwards, cut too short and cables incorrectly installed. Obviously you have had the work done and at this point all you have is a repair bill I would think surely that if you had taken your bike in for a tuand these things were found you would have been called and informed of the cost you were going to be faced with If so, why would you not have at least called us at that time to ask us to correct the problems without paying someone $ I have the upmost confidence in our mechanics and firmly believe they are very skilled and competent at what they do Can they make mistakes...absolutely anyone can and if we do we correct them In this case I can’t simply pay for another shop to do work on your bike with them making accusations of what we did incorrectly. I know problems get magnified when you look at everything as a whole, but up until you took the bike to another shop I feel we had done everything in our power to take care of you as a customer By the tone of your comments I can tell you are more than frustrated with our service and it may be impossible to win your confidence again, but as another goodwill gesture I would like to offer you a $store credit We do have a great selection of clothing and accessories and as a cyclist I’m sure you could find something you can use. I will be out of the office tomorrow, but back Wednesday and would be more than willing to talk with you either by phone or here in the store if you would like to discuss this any further. I hope to hear from you soon, *** *** On 3/5/I then received this email from her: ***,Well, I took some time to think before I respondedAlthough I don’t care to argue about it anymore, even though some of your statements are totally untrue, I believe the best course of action will be to contact the Revdex.comI don’t think $of merchandise covers the turmoil that I have been throughFurthermore, after all of this, I prefer to never set foot in your establishment againAs a customer, my words should mean something in which obviously they don’t. Thanks for your time To which I responded on 3/7/2015: ***, I’m so sorry your feelings towards not even stepping foot into our store have become so strong I would sure like the opportunity to talk to you in person or even on the phone as I feel emails just do not suffice in a matter such as this I do take this matter seriously and your words do matter I could offer you an even greater credit in our store, but it sounds like your mind is made up If you would care to discuss it further, I would welcome the conversation Please feel free to call or email me.Thanks, *** We have been in business since and by no means take complaints from customers lightly As I am sending this response to the Revdex.com I have taken time to re-read the emails that were exchanged between the customer and myself and I still stand behind my convictions in this situation It saddens me that any customer’s feelings towards our business could reach a point that they would say “ I would prefer to never step foot in their establishment again”, but I feel as if from the beginning we have taken care of her as a customer and her request as settlement is simply unfounded. Thanks, *** ***