imagining things?? (rant warning)

[fultzie]

Hi All,
Okay, I need your advice, because my silly (male) teammates are being no help.

In early August, I went in to our "sponsor" shop to inquire about ordering an IF Crown Jewel. I gave my number to the owner (family-owned and -run place) and he said he'd call to set up a fitting appointment. He also quoted full campy record gruppo at $3000

i let two weeks go by... i called to set up an appt. left a message. another two weeks go by, called again. left a message. one week goes by, call again, finally get a hold of the guy and set up an appt for that week...

i get there, and we're chatting, and another customer comes in. there's one other sales person working. the owner stops talking with me and helps the other customer. for 45 min. i had an appt, and had to wait 45 min for the guy to get to my fitting, while there was another salesperson working on inventory and deskwork right there!

so the fitting. i've always felt that my bike is a bit too *big* for me. i mean, not anything horrible, it fits really well actually. but something's just a teeny bit *off*. i mention this, and the backpain i get on longer rides, and he's kind of like "oh yeah, that can be a number of things... the computer calls for a larger frame for you, so i'll just have IF round the numbers down"

ummmm, they're just going to GUESTIMATE the numbers on my custom frame? gee, sounds like a great plan!

colors. anyone who has see IF (www.ifbikes.com) knows of their ridiculous color selection. i was in agony. he stood there tapping his foot! i actually apologized, and he said "well, you know you can change your mind on this down the road, so it's not terribly important right now" *sigh* okay, okay...

he told me he'd have a quote the next day. THREE WEEKS go by. no word. nada. now, interbike was toward the end of those three weeks, so i can understand how things got a tad hectic. but c'mon, he had almost a month before that!!

so i call. as soon as i say my name he starts in with "you know, i've been really busy! i haven't forgotten you, you're just going to have to be patient! i'll get you the quote as soon as i have time. i'll fax the info to IF later this week, blah blah blah"

ooookaaaayyyy........

so another week goes by. i get the quote. WOAH! okay, so i didn't honestly think i was going to luck out and get Record for $3000. but DOUBLED? *choke* he gave me some quotes with less expensive components as well...

another week goes by. present day. he wants me to come put down a deposit and sign the forms IF sent back. i'm really hesitating at this point.

i have my heart set on an IF. i mean, really really. i've been saving up for this baby, and love what i've heard about the bikes and the company. so i emailed them. they're going to talk to the owner of the shop. i emailed the owner of the shop as well.

this is my question: was i being unreasonable?? EVERYONE i've talked to has been like "oh, that shop is so great! they're so nice there! they take such good care of you!" was i imagining things?!

i got a phone call this morning, and the owner was apologetic and perfectly nice, but didn't know what i was upset about.... HELP!

[Trekhawk]

fultzie - NO you are not imagining things. I would be a little upset is this had happened to me. Dont let them rush you into anything because they sure havent been rushing around for you. If you feel they havent really listenened to what you were saying about back pain etc is there anywhere else that you can go to order this bike? Investing in a new bike is a big thing and expensive so you should feel 100% happy with fit, colour etc etc.

[DeniseGoldberg]

I don't think you are being unreasonable at all. In fact, it sounds like you have had really lousy service from this shop. I would be very concerned about his guestimates on size - in fact if it were me I'd want a chance to ride a bike that was pretty similar to the size he is recommending for you before ordering a custom frame. And the shop should treat you with respect; after all you are a potential customer.

As a starting point, have you considered calling IF directly and talking with someone there? I wonder if they could recommend another bike shop in your area that would be more in tune to your needs.

On the colors front - I hope that the bike shop provided color swatches on paper - not on the computer. Colors on monitors are not always true and should not be used to pick colors for a custom frame. Plus - when I bought my first custom bike, it was built by a local framebuilder who used a wonderful paint shop - and unbelievably he gave me a 3 inch 3-ring binder full of paint colors. He told me to go outside and look at them in daylight as opposed to in the artificial light in the store.

Good luck!
--- Denise

[SalsaMTB]

I definitely think you are right. You are ordering a very expensive custom frame. You don't seem that happy with the service and the fitting, I would think twice about ordering. Are there other shops in the area that can order the bike for you? I'm not sure what shop you went through but Continental in Hazel Park has had good feedback about their fitting (Serotta fitting, I haven't used them, just heard good things) maybe you could see if they can get the bike. Personally, I would not like it if a shop didn't take my fit complaints seriously and said they would just round the numbers down for a bike I'm spending a decent amount of money on. I would want to make sure it fit perfectly.

[CorsairMac]

Bad Customer Service is Bad Customer Service! (I'm going thru this right now with PerformaceBike) I don't think you are bieng unreasonable, out-of-line, or imagining things. And I gotta go with everyone else: you're paying a chunk of change for a custom bike and he's guesstimating the size??....treating you in a dismissive and condescending manner?? I'd agree on either calling IF and seeing if there is anyone else in your area that will do custom fitting or - I know how much you love it - but maybe look at another custom builder?? Luna Cycles are highly recommended, as is Seven, someone here sang the praises of Rodriquez, and of course Rivendell. Let us know how it turns out hun - keeping you in my thoughts!

[DeniseGoldberg]

I know how much you love it - but maybe look at another custom builder??

On the IF front - a co-worker of mine bought an IF bike earlier this year, and he is very happy with it. So if your heart is set on an IF bike, go for it - just find a different bike shop!

[Nanci]

How on earth are you going to choose a color??? I love the Erik Roman Pink, and the Hot Lime. Ok, that's my choice, Hot Lime with ER Pink flames.

I do agree with everyone, the bike shop is taking matters less than seriously. I'd ask IF for recommendations for another shop.

Nanci

[drplasma64]

Just have to jump in and say that I wouldn't give anybody business if they don't take a potential $3000-5000 order seriously. Not returning calls, ignoring you, then rushing you, plus not seemingly expert advice on sizing makes this a bad risk in my book.

Good luck either way!

[SadieKate]

Fultzie, I notice that you said "sponsor" shop. Are you obligated to use them as a team sponsor? Are you getting a reduced price?

The lack of fitting skills and attention to detail would be enough to send me elsewhere but couldn't tell if you were locked in to this shop due to the relationship with the team.

BTW, is this a steel or ti Crown Jewel?

[fultzie]

oh wow! thanks for all your replies! i'm feeling sooo much better now!!

I heard back from IF... i LOVE them!!! i also talked to the owner of the shop, and he was very apologetic and very nice. i went in in person, which helped, i think (rather than called on the phone). i think i'll have to make the effort to do that from now on if i want to get my point accross. but i spent a good two hours in there today discussing bike details. it helped also that it was a slow day.

re: shop selection. they're the only shop that carries IF in my area (and i really have my heart set on IF), and they are giving me a nice discount since they're our sponsor. i was afraid that if i backed out, it would sour the relationship with the team.

but... when i was in today, i got the chance to talk to the engineer that designed my future bike on the phone. he was WONDERFUL (Matt at IF, you rock!) and explained all of the logic behind certain sizing choices. IF certainly listened to my qualms, although with the shop owner took some beating over the head.

and IF understood my color agony. i opted for solid metallic black (black diamond, i think it's called) with silver straight-edge decaling. understated, but i think i'm going with either red or pink CK headset and hubs, for some pizazz

it's going to be a steel CJ, with carbon fork. i'm aiming for as much campy as i can afford, but will probably go with some compatible alternatives (like FSA or something).

i also talked with some more teammates, who agreed that this shop owner was nice--- when you caught him on a good day (or threatened to take away his $4000 sale, which i did!). it's a small family-owned shop, and gets really really hectic. i get really sick of hearing how busy he is, which is the biggest thing that irkes me.

but all is well... i'm extremely psyched about my bike, and feel so much better after talking to the owner and the people at IF. and thank you all for your feedback! i feel much better knowing that i was right to complain

[CorsairMac]

I agree - sometimes a face-to-face carries more weight than just a phone call.....or a handwritten letter of complaint if you can't get there in person. It shows that you not only care about what happened but just how upset you are.

Glad to hear it all came out OK and that you're going to get the bike you really wanted after all! Goodonya!