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My 13 Month Bad Customer Service Saga with Cervelo

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My 13 Month Bad Customer Service Saga with Cervelo

Old 03-03-13, 04:09 AM
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Carcinogent
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My 13 Month Bad Customer Service Saga with Cervelo

I am going to share with you my 13 month (yes you read that right) saga that involved me waiting for a delivery of the new Cervelo P5, a lot of bad customer service from Cervelo (including failure to offer warranty replacements etc.) and more. If nothing else the ridiculousness of the events should provide some entertainment value on a Sunday.

http://www.thetallcyclist.com/2013/0...-with-cervelo/

I wrote this after all emotions settled down so I tried to be as objective as possible.
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Old 03-03-13, 04:45 AM
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Wow that is weak.
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Old 03-03-13, 06:15 AM
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1. When it became apparent that you were going to have issues, why didn't you get something else?

2. I am surprised that a rider good enough to ride in the national championships in a cycling nation (I used to live in Belgium and raced in the Netherlands, often) is not sponsored and getting a free bike from someone.

I just cannot figure why people want to fight with a company when it is apparent they do not have the bike and cannot provide the product. Get something else. If you are that good, it will not matter what you are riding as long as it is set up properly.
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Old 03-03-13, 07:14 AM
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Looks like he lives in the Netherlands, but is actually Bulgarian.

No disrespect, but there's no way he would even be close to competitive in any dutch national championship judging by his (sparse) results.
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Old 03-03-13, 07:30 AM
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Heeere we go.
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Old 03-03-13, 07:32 AM
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Old 03-03-13, 07:36 AM
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Originally Posted by roadwarrior View Post
1. When it became apparent that you were going to have issues, why didn't you get something else?

2. I am surprised that a rider good enough to ride in the national championships in a cycling nation (I used to live in Belgium and raced in the Netherlands, often) is not sponsored and getting a free bike from someone.

I just cannot figure why people want to fight with a company when it is apparent they do not have the bike and cannot provide the product. Get something else. If you are that good, it will not matter what you are riding as long as it is set up properly.
Some of us simply cannot let stand being taken advantage of. You have to see the battle through, not just give up.
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Old 03-03-13, 08:14 AM
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Originally Posted by roadwarrior View Post
1. When it became apparent that you were going to have issues, why didn't you get something else?

2. I am surprised that a rider good enough to ride in the national championships in a cycling nation (I used to live in Belgium and raced in the Netherlands, often) is not sponsored and getting a free bike from someone.

I just cannot figure why people want to fight with a company when it is apparent they do not have the bike and cannot provide the product. Get something else. If you are that good, it will not matter what you are riding as long as it is set up properly.
Not sure what his National champs are like, but in Canada any licensed racer can go...You just sign up, pay your fee and race...Most get their butts kicked
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Old 03-03-13, 09:27 AM
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Originally Posted by rbart4506 View Post
Not sure what his National champs are like, but in Canada any licensed racer can go...You just sign up, pay your fee and race...Most get their butts kicked
+1

It has gone a little off topic (it is the 41 after all )
However, if you meet the requiremetns set by the organizers (national federation) you can start, even in a bike nation like the Netheralnds qualifying for TT nationals is easy and a matter of formality. Winning or getting your butt handed to you is a whole another story. That is why they hold races and not give podium places based on who signed in.

So that being said, some of you here are shop owners and you know that whether I am gonna race a bike at Cat1 events or throw it under a bus doesn't change the fact that I pay for a product. If you fail to provide said product I should get my money back. My concern with Cervelo is that they didn't provide a bike (or the warranty replacement) or give my money back (for the most part) while failing to say that they simply don't have what I am looking for. They had inventory at the local distribution center that mysteriously disappeared a month ago. If you want to be a world class brand as Cervelo certainly desires to be, you should provide world class customer service, not some "fallen off the back of the truck" items. If they want to provide bikes only for who they think is good is another topic, I don't think that is the case. Customer feedback is a measurement if you are providing what people are looking for and that includes negative feedback like my experience. Since Cervelo were unreachable and apathetic towards my case for 13 months, I am using this forums to voice my concern so that hopefully things get a little better and others do not have to deal with the same problems.

Of course we can measure who is the biggest, baddest and fastest and to what race he/she deserves to start in another topic.
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Old 03-03-13, 10:04 AM
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^^^Very true.

Shocking behaviour from Cervelo.
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Old 03-03-13, 10:16 AM
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FWIW, I think this is useful info from the OP.

How else can we judge the relative merit of a company if not by the anecdotal experience shared by customers?

Personally I have no idea if this episode is indicative of a general trend with Cervelo; However, the fact that something like this can happen, no matter how isolated, should be cause for greater scrutiny by potential customers.
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Old 03-03-13, 10:18 AM
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Inventory mysteriously disappeared from the team bus about a month ago as well. I'm sensing a conspiracy.

Joking aside, sorry you had such a bad experience.
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Old 03-03-13, 10:19 AM
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Sounds like Cervelo sucks.
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Old 03-03-13, 10:28 AM
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Originally Posted by coasting View Post
Sounds like Cervelo sucks.
And Specialized doesn't.
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Old 03-03-13, 10:42 AM
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FWIW, Specialized (and SRAM) customer service has always been excellent for me.
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Old 03-03-13, 10:55 AM
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This seems like a bad situation, but I am confused a bit by the write up. It sounds like the issues with the P3 getting delayed, delivered to Sweden, etc were the fault of some shop in Germany, not with Cervelo? Maybe I'm just confused at how that was worded, but I can't figure out why it was included in the story. The other thing is that you didn't actually speak with Cervelo customer service for 11+ months? I don't really understand how you can have a "13 Month Bad Customer Service Saga", when customer service only got involved a month ago. And seemingly only on a forum. Why not pick up the phone at any point during this whole thing to actually get some answers first hand?

The trail of money here is also something I'm confused by. When you ordered the bike in Jan '12, did you pay? Did the shop? If you paid the shop for a P5 in January, and in May you agreed to change the order to a P3, ok it sucks that Cervelo had issues with P5 supply, but at that point the P5 "saga" is over. Cervelo presumably wasn't holding any of your money hostage. If anything the shop was, and Cervelo was sitting on *their* money.

Again, I agree that together all of this was pretty rough, but "seeing the battle through" here would have been getting a refund, doing a chargeback, whatever as soon as you felt like things weren't going right. Cervelo loses this battle every time you don't give them money. That's all they're fighting for. Lumping what seems like a supply issues, in with shipping problems from a shop in Germany, in with separate supply issues does not a customer service saga make. I'm not seeing any particularly egregious cases of Cervelo customer services lying to you or hiding facts or anything like that (mostly because you hardly ever talked to them), and supply issues are quite different than customer service issues. If Cervelo had been giving you delivery dates, and then missing them, I can see the problem, but this sounded like issues with distributors. Maybe that just works differently in Europe than I'm used to, though.

Not trying to defend Cervelo here, maybe they really did screw up this bad. Your story just makes it hard (for me) to figure out what actually happened and to try and point the finger at anyone in particular.

The only other thing I will say is if you write something with a disclaimer stating you're recounting facts, including hyperbole like, "To hell with our customers, we got their money," only weakens your voice.
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Old 03-03-13, 10:58 AM
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Originally Posted by cpk0 View Post
This seems like a bad situation, but I am confused a bit by the write up. It sounds like the issues with the P3 getting delayed, delivered to Sweden, etc were the fault of some shop in Germany, not with Cervelo? Maybe I'm just confused at how that was worded, but I can't figure out why it was included in the story. The other thing is that you didn't actually speak with Cervelo customer service for 11+ months? I don't really understand how you can have a "13 Month Bad Customer Service Saga", when customer service only got involved a month ago. And seemingly only on a forum. Why not pick up the phone at any point during this whole thing to actually get some answers first hand?

The trail of money here is also something I'm confused by. When you ordered the bike in Jan '12, did you pay? Did the shop? If you paid the shop for a P5 in January, and in May you agreed to change the order to a P3, ok it sucks that Cervelo had issues with P5 supply, but at that point the P5 "saga" is over. Cervelo presumably wasn't holding any of your money hostage. If anything the shop was, and Cervelo was sitting on *their* money.

Again, I agree that together all of this was pretty rough, but "seeing the battle through" here would have been getting a refund, doing a chargeback, whatever as soon as you felt like things weren't going right. Cervelo loses this battle every time you don't give them money. That's all they're fighting for. Lumping what seems like a supply issues, in with shipping problems from a shop in Germany, in with separate supply issues does not a customer service saga make. I'm not seeing any particularly egregious cases of Cervelo customer services lying to you or hiding facts or anything like that (mostly because you hardly ever talked to them), and supply issues are quite different than customer service issues. If Cervelo had been giving you delivery dates, and then missing them, I can see the problem, but this sounded like issues with distributors. Maybe that just works differently in Europe than I'm used to, though.

Not trying to defend Cervelo here, maybe they really did screw up this bad. Your story just makes it hard (for me) to figure out what actually happened and to try and point the finger at anyone in particular.

The only other thing I will say is if you write something with a disclaimer stating you're recounting facts, including hyperbole like, "To hell with our customers, we got their money," only weakens your voice.
No not at all.
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Old 03-03-13, 11:25 AM
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My friend was flying to Europe with his Cervelo, and the frame got cracked up mid-flight. In that case the airline sucked, and Cervelo was supposedly very helpful.

I have a random picture of the exact frame a day before it got cracked up. We were all hanging out on the 4th of July, so I happen to remember riding it clearly:
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Old 03-03-13, 11:32 AM
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My 13 Month Bad Customer Service Saga with Cervelo

This might not have been clear, however, the distributor for Europe, etc communicates with the shops. They as distributor have overview of what inventory is where (storage, shops, etc). If a shop needs a bike from another place, they have to go through the distributor and the distributor handles all orders etc and decides what gets forwarded where. Hence too many people down the communication chain.

Second, a distributor represents Cervelo. Their customer service is Cervelo's customer service. If they don't care Cervelo comes out as the bad guy. Chris King for example are very picky on who can be their dealer for the same reason.

The P5 saga did end, however, the P3 cracked on day 2, and i was offered a P5 as a warranty replacement at a discounted price. That also never materialized and there was no communication.

Last but not least, i tried to cancel my order, however, it was the distributor that would not allow it to happen (until recently and not in full). This is also why i was so frustrated. Also it became obvious things were not looking good mid season so not much to be done in a timely manner.

Cervelo (and probably other brands) do not deal with the end customer directly. They do so via a network of dealers etc who deal with the shops directly. So yes you can't link things like that directly to cervelo but to their subsidiaries. Of course people can correct me on this one if i am wrong

Last edited by Carcinogent; 03-03-13 at 11:36 AM.
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Old 03-03-13, 11:50 AM
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Originally Posted by Carcinogent View Post
Cervelo (and probably other brands) do not deal with the end customer directly. They do so via a network of dealers etc who deal with the shops directly. So yes you can't link things like that directly to cervelo but to their subsidiaries. Of course people can correct me on this one if i am wrong
I didn't read your story, but Cervelo does provide phone #'s for NA and European customer service.
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Old 03-03-13, 01:45 PM
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Originally Posted by gregf83 View Post
I didn't read your story, but Cervelo does provide phone #'s for NA and European customer service.
Yeah, in the few instances where I have had the need to, I don't think I've ever dealt with anyone except Shimano/Cervelo/Specialized directly.
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Old 03-03-13, 03:15 PM
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My 13 Month Bad Customer Service Saga with Cervelo

Quote from The Official P5 thread on Slowtwitch. I am not the only one with such problems in the area. So by the looks of it we seem to have it worse here in Europe.

"Sounds like my experience, though I already have a P3 (bought used four years ago), so haven't done the whole frame set crack and warranty part. Still waiting for a P5 size 51 with only vague messages from the central European distributor in Germany, they really seem to be doing a pretty bad job. This whole PON takeover definitely seems to rank up there among takeovers gone bad, at least from a distribution standpoint.

I'm not sure how wise a decision it was to "force" all Derby/Focus distributors to also carry Cervélo. At least here in Denmark, the new distributor doesn't care at all about Cervélo, they definitely don't seem to be getting or agreeing with the core values behind Cervélo, while they're huge fans of Focus, which is a brand with other values. This means you have a distributor which is not into the products it distributes which should be a non-starter. I wouldn't be surprised if the German distributor feels the same way and generally doesn't care about Cervélo and the long waiting list. That would explain a lot of things."
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Old 03-03-13, 03:32 PM
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No Cervelo for you.













Hey, no hard feelings.
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