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  1. #51
    World Champion, 1899 Maj.Taylor's Avatar
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    Quote Originally Posted by Chuvak
    6 days ago I’ve ordered a pair of Pearl Izumi Therma Fleece bibs form performancebike.com. Today comes the package and get this, the box is empty! I know many of you order from performance. This was my first order from them, and I don’t think I will ever order from them again
    As one who has worked (i.e., research and consulting) a great deal in customer service, I agree that such a mistake is almost unforgivable. I'm on your side. That simply should not happen. And unfortunately, they're apparently not smart enough to make it up to you by giving you something for their mistake and your disappointment. (I've journals of research to back up this position.) I'm not saying they should give you the product for free now, but a $20 coupon or an something equivalent would very likely have you forgive them, right? And, that $20 "expense" guarantees them a customer that will return far more than $20 to their coffers. (In fact, research shows when this happens, the customer is happier and more loyal than if a mistake was never made.)

    Now, how about some advice on handling this next time it happens? You should not have asked for a refund. Instead, you should have asked them to make it up to you by doing something extra. The policy of many firms today is to do nothing if the customer says nothing. On the other hand, they'll bend over backwards for the customer that demands better service. For example, I just love it when my phone company screws up, especially when I have DSL problems. If I say nothing about poor service quality, they'll do nothing.

    However, as a professional in this field I know better. When they screw up, I always ask what they are going to do to make it up to me. Doing that, I have paid for only 6 out of 10 months of DSL service this year. I don't even have to argue with them. All I have to do is remind them I have been inconvenienced and deserve either better service or not be expected to pay for poor service. It works every time. This has always been the favorite lecture of the semester in one of my classes. Students always come back completely shocked that I've told them only the truth. (And should you have doubts about this, I can provide references. There is one Business Week article from a couple of years ago that spills all the beans. Don't complain; expect nothing. Complain; get what you want.)
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  2. #52
    Senior Member Tree Trunk's Avatar
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    Just ordered a replacement chainring through my local Performance store. Got it in two days and it was the right part. I have ordered many things directly from Performance and never had a problem.

    With that said, it still sounds like Performance might have a little problem with QA.
    There have to be bicycles in heaven!

  3. #53
    He drop me Grasschopper's Avatar
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    Well for all of you people that say how much better Nashbar is than Performance, how do I know when my order has shipped? How long do they take to ship in general? Is there any way to track my order?

    I placed an order yesterday morning and got my confirmation email around noon but I can't find an order status link on their site. Will my order have shipped yesterday (all items supposedly in stock)? Do they ship from OH (mailing address on the web site)?

    Thanks I have never ordered from Nashbar before so these are real questions.

  4. #54
    Hucker Extraordinare BigHit-Maniac's Avatar
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    Personally... that's why I just order from Jenson USA.

    I've ordered probably $500+ worth of stuff from them over a 2 year period of time, and EVERY order has been 100% right, and shipped to me within 3 days. They're incredibly fast, and they get it right.

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  5. #55
    Senior Member vincenzosi's Avatar
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    Unfortunately, Jenson is only good for you dirties and not us roadies (chuckle)

    Seriously though, they do look interesting. Good to know.

  6. #56
    Senior Member Tree Trunk's Avatar
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    Quote Originally Posted by Grasschopper
    Well for all of you people that say how much better Nashbar is than Performance, ...
    Aren't Performance, Nashbar, and Supergo the same company?
    There have to be bicycles in heaven!

  7. #57
    He drop me Grasschopper's Avatar
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    Quote Originally Posted by Tree Trunk
    Aren't Performance, Nashbar, and Supergo the same company?
    Well they are owned by the same company but that doesn't make them the same company. Clearly there are differences in their sites and locations (Performance ships to me out of NC for instance and I think Nashbar will ship out of OH). If it was the SAME company their prices would be the same, my TP membership would get me points from this Nashbar order (it wont) they would ship from the same warehouse, etc. Also the reason I ordered from Nashbar and not Performance for this order is even though they both have the same jacket that I ordered Performance didn't have it in this color or size.

    My hope is that my order is processed same day and that it ships from OH because this will mean that I will have my stuff tomorrow as UPS ground from the part of OH that the mailing address is is 2 days.

    If they get their act together as a group they really could serve their customers better. By sharing warehouses but having 3 or 4 in different parts of the country they could share inventory and get product to their customer faster.

  8. #58
    Advertise here! Chuvak's Avatar
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    Quote Originally Posted by Daily Commute
    Bottom line: The prices at Performance are cheap. They have to cut corners to make it work on those margins. If you absolutely need something tomorrow, pay full price and buy it from an LBS where it is in stock. Performance will get you what you ordered or they will refund your money, even if a snafu sometimes delays the process.
    aw, thanks for the bottom line …………………..and yes it’s bald, very bald….


    Quote Originally Posted by Maj.Taylor
    As one who has worked (i.e., research and consulting) a great deal in customer service, I agree that such a mistake is almost unforgivable. I'm on your side. That simply should not happen. And unfortunately, they're apparently not smart enough to make it up to you by giving you something for their mistake and your disappointment. (I've journals of research to back up this position.) I'm not saying they should give you the product for free now, but a $20 coupon or an something equivalent would very likely have you forgive them, right? And, that $20 "expense" guarantees them a customer that will return far more than $20 to their coffers. (In fact, research shows when this happens, the customer is happier and more loyal than if a mistake was never made.)

    Now, how about some advice on handling this next time it happens? You should not have asked for a refund. Instead, you should have asked them to make it up to you by doing something extra. The policy of many firms today is to do nothing if the customer says nothing. On the other hand, they'll bend over backwards for the customer that demands better service. For example, I just love it when my phone company screws up, especially when I have DSL problems. If I say nothing about poor service quality, they'll do nothing.

    However, as a professional in this field I know better. When they screw up, I always ask what they are going to do to make it up to me. Doing that, I have paid for only 6 out of 10 months of DSL service this year. I don't even have to argue with them. All I have to do is remind them I have been inconvenienced and deserve either better service or not be expected to pay for poor service. It works every time. This has always been the favorite lecture of the semester in one of my classes. Students always come back completely shocked that I've told them only the truth. (And should you have doubts about this, I can provide references. There is one Business Week article from a couple of years ago that spills all the beans. Don't complain; expect nothing. Complain; get what you want.)
    Tank you Taylor for a good advice. I’ll be sure to copy/save your answer fro my future troubles with companies

  9. #59
    Advertise here! Chuvak's Avatar
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    Quote Originally Posted by bkrownd
    Pearl Izumi thermafleece flash - can't believe how fast a few people PM'd to ask for 'em.

    Hey, what can I say, I too have more trust in some dude from Hawaii shipping it right then performance…
    Last edited by Chuvak; 11-11-04 at 02:45 PM.

  10. #60
    Toyota Racing Dev. PWRDbyTRD's Avatar
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    my performance order was placed last thursday, arrived tuesday...everything in order...good to go.
    Linkage...My 2004 Kona Hoss Dee-Lux My Mindless Banter
    Disclaimer: I'm 425lb...I put unnormal loads on my bike. This should help you in answering any of my questions.

  11. #61
    Advertise here! Chuvak's Avatar
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    I just got back from the post office with my package. To my surprise tights were there, but most importantly tights that I ordered. Tomorrow, first thing I will go for a ride, as long as it wont rain. Sorry Bkrownd, I don’t have your mirror, patch kit and tube . Looks like you going have to go through the same ordeal I did.

  12. #62
    World Champion, 1899 Maj.Taylor's Avatar
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    Quote Originally Posted by Chuvak
    Tank you Taylor for a good advice. I’ll be sure to copy/save your answer fro my future troubles with companies
    And just today I received another two months of phone credits--for the trouble of having one weekend of DSL problems. That means I'll finish this year up having paid for only one-half of my telephone expenses out of my own pocket.

    Thanks BellSouth! Keep screwing up!
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  13. #63
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    I have had this happen once after about a dozen other orders. also one other time I received another order that was missing a parts cleaning brush(minor) They did make it right but I am sure they do not have good quality control over their shipping dept. Compare to the hundreds of other things I have ordered from other retailers without problems. Probable the best answer is to patronize the local bike shop instead.

  14. #64
    Advertise here! Chuvak's Avatar
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    When I started this post I had a problem getting one pair of tights. Now, they sending me an extra one. Here’s the deal. As you now from my previous post, I finally received my pair of tights. Today for some crazy reason I get another notice, but from F*dEx. Not expecting anymore deliveries from anyone, I called F*dEx and asked which merchant shipped me the package. “Performance”, I was told. Ok, fine, I call up Performance. They have no clue that they shipped this package! I can simply go and pick it up, and it will be totally free of charge, mind you, I already called my credit company and nothing was charged since last order. But being a nice person that I am, and ignoring all the trouble they’ve created for me, I told Performance that I will not except the shipment, so they will receive it back.

  15. #65
    kipuka explorer bkrownd's Avatar
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    Quote Originally Posted by Chuvak
    But being a nice person that I am, and ignoring all the trouble they’ve created for me, I told Performance that I will not except the shipment, so they will receive it back.
    Actually that may cost Performance more than if you kept it, since someone will have to take the time to process the thing and figure out what happened when it gets back to the warehouse.
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  16. #66
    kipuka explorer bkrownd's Avatar
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    Quote Originally Posted by lmzimmer
    Probable the best answer is to patronize the local bike shop instead.
    ...with the associated 50% to 100% price mark-up? This is kind of like the deal with eBay - occasionally you get screwed, but even so you save a bundle compared to retail in the long run.
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  17. #67
    Advertise here! Chuvak's Avatar
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    Quote Originally Posted by bkrownd
    Actually that may cost Performance more than if you kept it, since someone will have to take the time to process the thing and figure out what happened when it gets back to the warehouse.

    Ok, whatever you say, even if they loose money on it, I'm not a thief.

  18. #68
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    Quote Originally Posted by Chuvak
    Ok, whatever you say, even if they loose money on it, I'm not a thief.
    Just call it "damages", for pain & suffering.

  19. #69
    Ride the Road Daily Commute's Avatar
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    Quote Originally Posted by Chuvak
    When I started this post I had a problem getting one pair of tights. Now, they sending me an extra one. Here’s the deal. As you now from my previous post, I finally received my pair of tights. Today for some crazy reason I get another notice, but from F*dEx. Not expecting anymore deliveries from anyone, I called F*dEx and asked which merchant shipped me the package. “Performance”, I was told. Ok, fine, I call up Performance. They have no clue that they shipped this package! I can simply go and pick it up, and it will be totally free of charge, mind you, I already called my credit company and nothing was charged since last order. But being a nice person that I am, and ignoring all the trouble they’ve created for me, I told Performance that I will not except the shipment, so they will receive it back.
    After you honestly told them what happened, Performance offered to let you keep a second pair of tights for free. This is the company you have been bashing?

  20. #70
    Advertise here! Chuvak's Avatar
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    Quote Originally Posted by Daily Commute
    After you honestly told them what happened, Performance offered to let you keep a second pair of tights for free. This is the company you have been bashing?
    NO!!!! They absolutely did NOT offer me anything!!! If they did, they would know what I was talking about when I called them yesterday. Just like they send me an empty box by a mistake, they send this shipment by a MISTAKE. Maybe this is someone else’s order, and if I was to keep it, that person would suffer because of Performance's incompetence and my greed . Who knows maybe this is what happened to my first order, maybe you got my bibs ?

    ....and yes, This is the company I'm bashing. And you should pay attention to what's written in the post and not your imagination.
    Last edited by Chuvak; 11-16-04 at 02:18 PM.

  21. #71
    TLN
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    For me, I will never buy anything from Performance other than shirts, socks, shorts. My cousin bought a Mt bike from them and they said they would have it 7 to 10 days.
    6 weeks later he got his bike.....not tuned. He asked me to fix it and I told him to take it back and have them fix it. We both went there and talked to the mechs. After lame excuses I took it home and wrenched and tweaked for about 1/2 hour and fixed it. So much for their maintenance crew at that store. A guy I know decided to buy a road bike from there. The took his money and he gets a call 2 weeks later saying that they apparently dont carry that model with those components anymore but could sell him the upgraded one... for a small extra charge. Well he asked for his money back and they said they couldnt refund him but would give him an in-store refund. He told them he would be down there with his lawyer in the morning....which they then told him he could come down to the store and get his money back. To me, if you dont have good customer service...you dont have it.

  22. #72
    kipuka explorer bkrownd's Avatar
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    That's one store, not the website, or any other store.
    --
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  23. #73
    TLN
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    Quote Originally Posted by bkrownd
    That's one store, not the website, or any other store.
    Your point being? No one person can shop at all of Performance stores. I was just giving an example of what happened at one store.

  24. #74
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    Quote Originally Posted by TLN
    Your point being? No one person can shop at all of Performance stores. I was just giving an example of what happened at one store.
    Well, so, that's a bad store. I wouldn't shop at that one anymore either. But I do shop at several local Performance stores, and have had consistent good experiences. And I shop regularly on the website, also good. So there's good too...

  25. #75
    TLN
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    Quote Originally Posted by aiguy
    Well, so, that's a bad store. I wouldn't shop at that one anymore either. But I do shop at several local Performance stores, and have had consistent good experiences. And I shop regularly on the website, also good. So there's good too...
    Well good for you. I believe the question was...."I asked for a full refund and now waiting for their letter that I have to sign in order to get my refund. Anyone had this happen to them?"

    To which I gave a reply that I know 2 people who asked for a full refund because of mistakes and got the runaround.

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