kamtsa

My personal experience is that the best way to deal with BF is by phone. Email queries are not always responded or the responses a vague, but once you get a sales person on the phone (and they are very accessible) everything is resolved in no time.

As for their website, some sections are too noisy (long verbage) and they could better integrate the the search function (currently Google branded) but other sections are priceless:

Part store : https://store.bikefriday.com/index.php
FAQ: https://community.bikefriday.com/faq
Service guide: https://community.bikefriday.com/serviceguide

BTW, I doubt that you will get in the US a better service than BF for Birdy or any other folder brand. I don't ride my BF anymore but I definitely miss their service.

Kam

Alec E

Try reading this post again, or for the first time.

They wanted my phone number in case my e-mail "line" was disconnected? Brand loyalty certainly spawns some interesting theories.

It's great that you've had no problems with them. I hope you're in excellent health, too, and enjoying good returns on your investments. As for "everyone else," I try not to allow that bunch to lead me to think that my own experiences are invalid. But you might consider the post immediately above, too.

I shouldn't call them jerks? Well, you've been treated well by them, and I haven't, so yes, you'd feel that way. When I have reason to believe that a business is ignoring my emails and has wasted my time, I think "jerks" is an applicable colloquialism. You can't control what other people say about a business that you like. It's rather pathetic to want to, I would offer.

I have ridden a few different bikes. I am aware that I can ask questions on this forum. I am aware that my money is my money.

Thanks.

neilfein

Alec, I understand that you're angry at BF, but that's no call to attack Lalato personally.

Alec E

I did no such thing, and I'm not in the least angry.

Foldable Two

Possibly there is a tikit dealer nearby? Might be a more satisfying experience, and you could test ride one, too.

Alec E

Yes, I have access to two Bike Friday dealers. One puts less focus on Tikits than on any other models, however (they're in a rural location and not focused on "intermodal" options), but I've copied most of my questions for Bike Friday to this dealer. They respond slowly but thoroughly, which is fine. The other dealer I've visited has staff who are pitifully ignorant about their own stock of folders. I did manage a test ride of a Tikit in my size there, however. Great frame, great fold, weird steering possibly due to narrow handlebars (like wrestling with a ship's tiller), and gearing as frustratingly low as anything's. (Why is the Mezzo's gearing famously too-low, but not the Tikit's? I found the Tikit's gearing a bit more frustrating, actually.) In general, it's looking like Birdy is a better option, though I dislike the feeling of being above it rather than on it, if that sounds familiar to anyone. But I've only ridden Birdy models which used the comfort stem, so the other stem might solve things. I was looking to stay under $1500, though, and Birdy is not the option that will allow that (if I'm also interested in a highest gear of at least about 100 gear inches).

IronMac

Wow, in your first post on this thread (the one where you said you didn't want to hijack said thread) you said that you found an earlier post "insulting". From the looks of it, it seems that you're also able to post some pretty insulting stuff yourself.

Speaking as an "Anger Ed" myself, I can recognize the tone in your posts. Especially when one uses the words "pathetic" and "pitifully" when referring to people, what they say and their product knowledge.

While I do hope for increased custom for BF, I sincerely hope that you yourself do not become a patron of theirs. I like to get smiles from fellow BF riders.

IronMac

Back to our original programming, I have wondered about the teething problems that the Tikit has had since its introduction and how that may have affected sales. I wouldn't be at all surprised if some owners decide to ditch their but I think that that would be a very small number.

As for my experience with BF's customer service. Not so hot, they were very good at walking me through the order but not very good when it came to keeping me apprised of how it was going once it was in the system. My NWT and I had to meet up in Toronto within a two-week window and it barely made it. Otherwise, it would have added on a few hundred dollars in shipping to the final destination.

neilfein

My Tikit's shipping was a comedy of errors. (Not GG's fault, of course.) Fedex shipped it to the shop on a day they were closed, and then marked the package as delivered even though it was not. Then, the shop owner called Fedex, and they told him the package was waiting for him. Then, Fedex told him the package was lost. Eep! Fortunately, they found it, but that was after a very hairy couple of days.

Alec E

Thanks. You Bike Friday fans seem like a swell bunch. Mature, open to criticism, careful readers, not in the least condescending... I could go on and on.

SesameCrunch

Sure glad I started this thread about about whether or not Tikit buyers are losing interest in their bikes.

I got so much useful and relevant information on that topic

lucille

Hmmmm..... not to keep the fire going, but it seems to me that your customer service problems might have something to do with your general attitude, Alec E...
You told us your experience, we told you ours. Then you go ahead and insult people that take time to talk to you. Get whatever bike you want, better yet, save the sales person, get it on-line. Win win, me thinks.

lucille

Yeah, sorry SesameCrunch.... I have a feeling that the rant is over and you get some responses now.

Dynocoaster 

I have been reading this for a while now and wonder if you really want any advise or do you just want to vent?

Foldable Two

Well, folks may be losing interest in their tikits, but they haven't lost interest in talking about unpleasant sales experiences in attempting to buy them.

Makes me wonder how I ever managed to make a living as a salesman...lol

Lou (Retired 7/2000)

Alec E

Of course not.

Establishing this would certainly seem to be the aim of the passive-aggressive, incredulous, condescending replies that my original post prompted. I remember what it was like to criticize Apple in the days when Apple ownership constituted a bit of a cult. This is a point-for-point flashback.

With the implication that yours invalidates mine. That is foolish, and a frankly displeased tone, in further replies from me, shouldn't have surprised you.

I've yet to insult a singe person. I laid out my experience factually. Tarring my personal magnetism of lack thereof is a change of subject. As for persons taking the time to tell me that (a.) "no one else" has had my experience, so I should have kept my mouth shut, (b.) that I have a phobia of salesmen, (c) that I lack the anodyne, Mr Rogers cheer of the ideal Bike Friday owner, therefore they hope not to encounter me dragging my Tikit through the organic grocery, as I'm undeserving of their Free Hugs--as for these persons, the generosity of their replies doesn't quite seem to me to rise to the level of charity work.

I've been trying to get one online, in part. Has that not been my point?

I haven't asked for any advice. I mentioned that I had had trouble with Bike Friday's salesmen. I was prompted to elaborate. I've replied to replies which called for replies.

The circling of the wagons isn't my fault. I'm off to buy a mean, rotten bike now, for toxic people (to borrow a term from Oprah) who express themselves directly and cringe at the sight of smilies.

Foldable Two

This thread is a very good example why "customer service" is so very difficult for EVERY business - customer expectations and perceptions can be, and are, so very different.

Over and out.

Lou

neilfein

Alec, reading through all this, you're the one keeping this going. The OP started this thread with a legitimate question, and it's now accomplishing nothing. Please stop.

It also may be worth noting that, out of the 23 posts you've written on Bikeforums, 9 of them are in this thread.

Dynocoaster 

This is why I got out of sales.

mcleodja

I have to agree with this rant on one point, why ask if you wanted to be contacted by email or phone and call a potential client anyway? This is the reason I did not go with BF just because I wanted some preliminary info by email to digest but I was getting a telephone call asking if I wanted to order or not before I had any info and this was from Walter.

neilfein

Hmm. I've not had any bad experiences with BF customer service myself, but one of us should pass this along to BF, then. It's possible they could use this to fine-tune their sales process. I can email them a link to this thread if nobody objects, or perhaps someone wants to write a brief and impartial email outlining both sides of this discussion.

I love my Bike Friday, and I think Green Gear is a wonderful company. I'm willing to get them information that could help improve things.

Dynocoaster 

I agree, send them this thread.

DFTR

I'm a fan of Green Gear and really wanted to buy a Tikit or perhaps rather buy from an American company. The problem I had was more of economics; I could either buy one Tikit w/ a Dual Drive, H-Bars, STI shifters in yellow... or I could buy a Dahon Speed PRO TT for myself and a Brompton M6L for my wife!

I'm not a big fan of their Built to Own costs vs. customization. I think BTO model works well for setting up special geometric frame configurations; but when someone just wants to switch out an 8 speed cassette w/ a 9 speed, I think it more fair to charge them the difference b/w the two. Likewise, I was very close to buying a Tikit but they told me they were out of stock of the mediums. Since they had to wait to build up more bikes and paint them, I'd asked if I could just pay the $100 to have it painted yellow. I was told that they would only do that if I went the BTO route which I think ends up costing an additional $400.

I think they'd be better offering something in between stock and BTO; like chose your colors +/- $100, choose your handlebar +/- whatever.

BTW, I love Apple products and use them. I don't get the iPAD though and think it's mostly hype that's fueling its sales. The Tikit makes more sense than an iPAD but the economics underlying the BTO seem to depend more on hype than actual function.

Bubba Zanetti

I test rode many different BF/Tikit models from my LBS. Concluding that I had to have one for myself, I contacted BF to order up a Pocket Rocket.
The BF rep was friendly and knowledgble, however by the time it all added up, the damn thing was going to cost a small fortune!! So, I held off to see what else was out there.
Shortly after contacting BF, I visited a local Dahon dealer, an hour later, I left with a new Speed Pro TT and couldn't be an happier. Not to mention, I saved over a grand on what I felt is a better machine for the money!!

philcowles

Alec - hey, we are here to help you. Let me know if I can be of assistance - Phil Cowles 800.777.0258 Director of Marketing - Bike Friday