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Old 02-01-12, 06:19 PM   #1
axolotl
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anyone else have problems with Bike Friday's parts store?

I'm a big fan of Bike Friday. I've had my NWT for over 10 years and have toured on it a lot and regularly commute on it. But I've had a lot of screwups over the years when I order parts from them. They're always very nice about it and make things right, but I've had so many screwups that I began to wonder if these problems happen often to others or if I've simply been unlucky.

My most recent snafu is almost comical. I ordered new tires and fenders. Though the website said they had the tires in stock, turned out they didn't. They got them in stock within 2 weeks and my order was finally shipped. When I opened my box, it turned out to be someone else's order. That person received my order, I was told. They e-mailed me a shipping label for the return and promptly shipped out the correct order. When I got the new box, I discovered that the fenders don't fit my older model NWT. The website said they would fit, but it turns out a different fender they sell are the ones needed for NWTs made before a certain year.

Other problems I've had in the past include sending me tubes with the wrong valve type and sending the wrong quantities.
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Old 02-01-12, 07:22 PM   #2
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I never use their web site for an actual order. It is much easier and more accrate to talk to them on their 800 number. If you are the original purchaser of your Bike Friday they probably can look up and double check the things for fit on your bike. Nothing like talking to a real person who likes and knows bikes instead of trying to read what a web designer thinks is right. I would agree with the quality of shipping departments is not as good as what it was at one time. I am still waiting for a gas tank for a lawn mower engine that leaked from the factory. The first one I got wasn't even close to being correct and took 4 months to get to me. The only thing that as correct was the color. I am now on month number 9 waiting for the right part. Roger

Last edited by rhenning; 02-01-12 at 07:28 PM.
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Old 02-01-12, 07:25 PM   #3
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In fact, I ultimately placed the order on the phone because of a website issue, and was told everything was in stock. All of my previous orders were placed over the phone, as well.
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Old 02-02-12, 07:40 AM   #4
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Sounds like some serious quality control deficiencies in the sales operation. If they have any sense they monitor this forum so maybe they will react.
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Old 02-02-12, 07:52 AM   #5
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Call and ask to talk with Alan and voice your complaints. Knowing Alan I am sure he would like to hear them. He is the owner/president and if he is not available ask when he will be or if he could call you back. Solve the problem yourself and don't do a rant on an open forum. Roger
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Old 02-02-12, 05:37 PM   #6
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It sounds like you are accusing me of "doing a rant on an open forum". If you're calling my original post a rant, I think you're out of line. Did you even read the first line in my original post? (For fun, you can search on my posts over the years mentioning Bike Friday, and you'll find that I have repeatedly praised them.) I posted a legitimate query, genuinely wondering if I've simply been unlucky or if the type of snafus I've encountered are common. No point in bothering Alan if I've simply been unlucky. Since nobody else has reported similar problems thus far, I'm inclined to conclude that I've simply been unlucky.
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Old 02-02-12, 07:30 PM   #7
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You the one complaining and continuing the post when you could just use your phone to solve your problems. Rant may have been to strong a word but I am suggesting ways to solve your problem before posting on here that would be to your benefit as well as Bike Fridays. I am done with this. Roger
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Old 02-02-12, 07:58 PM   #8
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What a bizarre reply, Roger. Obviously, I had already used the phone to solve any problems I've had with orders, including the most recent one. As my original post stated: "They're always very nice about it and make things right". Plain English seems to cause you problems.

As for my NWT, I love it. It's one of the best purchases I ever made.
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Old 02-02-12, 11:07 PM   #9
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What I like about the previous few messages is that it's in a thread about difficulty communicating

Yeah, I always just phone BF, the website is... challenging.
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Old 02-03-12, 09:38 AM   #10
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not my place to comment ....
keep in mind that the Bike Friday guys and gals are mainly committed to built good bikes.... they might or might not be web experts and most likely it wouldnt make financially sense to hire somebody fulltime to do nothing else....

Even Dahon USA and especially Tern USA are very very small outfits with a handfull or less employees working their tails off .... its not the big SPecialized Trek etc which have 250 people running around and bragging about lunch rides .... Dahon and Tern and I bet Bike Friday dont have time for a lunch ride .....

Even we make mistakes once in a while ... lol ... its the way/speed/ ease to fix these mistakes .... which is important ..not that there never be any ( impossible )
In case of a problem ..take the couple min and call the 800 number ...
believe it or not in the bike biz most people are pretty accomodating and helpfull

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Old 02-03-12, 10:35 AM   #11
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Yeah but as he/she said, the orders were made over the phone. A bad website and a mistake once in a while is forgivable. The thread seems to be about phone communication and a little too many mistakes. Not that I have ever been in contact with Bike Friday but no brand can be a holy cow not to be criticized under any circumstances.

Last edited by Lao; 02-03-12 at 12:53 PM. Reason: Added an o (to - too... it's difficult)
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Old 02-03-12, 12:14 PM   #12
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Everyone should re-read the title of the thread. I was simply curious whether the human errors I have repeatedly encountered when ordering parts from Bike Friday are common or not. A couple of unhelpful responses by one poster seems to have turned the thread into a meaningless one about "communications".

Most (but not all) of the problems I have encountered when ordering items from Bike Friday have been due to mistakes made by the shipping department. As I have already said, they've always cheerfully fixed the mistakes. And since nobody else here has yet stated they've encountered similar problems, I can probably chalk the mistakes up to bad luck.

I appreciate your comment, Lao, about no brand being a holy cow immune from criticism.
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Old 02-03-12, 12:48 PM   #13
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Forum members share their experience with a folder brands and vendors. Sometimes it's positive and sometimes it's not. Limiting postings to cheerful brand praising is pointless.
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Old 02-03-12, 01:55 PM   #14
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My experiences with Bike Friday have led me to believe that they are genuinely interested in giving excellent customer service but often come up short of that. I've had poor results using email in the past, as they rarely get replied. Phone calls are promptly answered and reps are very good. The website is problematic and shipping is much slower compared to other retailers. My impression is that they are like "artists" in that they produce an excellent product but are not as good on the business side of things. That said, I have to say that reps monitor forums all the time and jump in to offer input and suggestions when needed.
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Old 02-03-12, 05:31 PM   #15
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Originally Posted by kamtsa View Post
Forum members share their experience with a folder brands and vendors. Sometimes it's positive and sometimes it's not. Limiting postings to cheerful brand praising is pointless.
This ^

I've ordered a couple of things on line and didn't have a problem, I find dealing with BF over the phone very easy as well.
I don't see the original post as rant at all, by the way.
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Old 02-03-12, 06:35 PM   #16
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Originally Posted by jscalia View Post
My experiences with Bike Friday have led me to believe that they are genuinely interested in giving excellent customer service but often come up short of that. I've had poor results using email in the past, as they rarely get replied. Phone calls are promptly answered and reps are very good. The website is problematic and shipping is much slower compared to other retailers. My impression is that they are like "artists" in that they produce an excellent product but are not as good on the business side of things.
That's was also my experience when I had BF. They are great people that do not answer emails promptly, but a single phone call gets every thing on track.
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