IRO - Bad customer service?
07-02-08 | 05:41 AM
#26
Don't smoke, Mike.
Joined: Oct 2006
Posts: 3,295
Likes: 0
From: Toronto
Bikes: Devinci Tosca, IRO Rob Roy
... the **** are you even going on about? Yes, let's now imagine if IRO would be in business if they were from the future!
07-02-08 | 06:46 AM
#27
me la cavo
Joined: Jun 2008
Posts: 68
Likes: 0
From: ><
I ordered a complete mark v from them about a year ago and it came with the wrong size cranks. I emailed three times and got a reply to one of those. I called once. They said the right ones were coming in the mail but they never did. Never bothered to pursue it any further.
What did turn me off is when I was thinking of ordering I emailed three or four times with various questions and they were seriously answered within an hour. Then *after* the purchase I can't get a hold of them to save my life. That was my only beef.
I have recommended them to people who ask about the frame though so I guess I wasn't that turned off by it. Still kind of crummy though.
What did turn me off is when I was thinking of ordering I emailed three or four times with various questions and they were seriously answered within an hour. Then *after* the purchase I can't get a hold of them to save my life. That was my only beef.
I have recommended them to people who ask about the frame though so I guess I wasn't that turned off by it. Still kind of crummy though.
07-02-08 | 07:37 AM
#28
Senior Member
Joined: Mar 2006
Posts: 2,760
Likes: 0
From: San Francisco
Bikes: Steelman eurocross, Surly CrossCheck, IRO Rob Roy...
the real shame here is that this thread will be indexed by Google and come up anytime someone searches for IRO now. regardless of priorities or company size, IRO's failure to get back to this customer is now going to cost them more than that one sale, even if they do eventually satisfy this guy.
Most likely they're working on improving the bikes you all lust after. Would you rather them:
1. Have to hire more help to answer calls/e-mails (raising prices).
2. Keep prices as they are BUT not answer your precious e-mails asap.
3. Just keep on making great frames for a great price.
I choose #3. I also don't have dependency issues.
07-02-08 | 07:52 AM
#29
antisocialite
Joined: Apr 2006
Posts: 3,385
Likes: 1
lol @ everyone and their "business" advice.
07-02-08 | 08:05 AM
#30
Don't smoke, Mike.
Joined: Oct 2006
Posts: 3,295
Likes: 0
From: Toronto
Bikes: Devinci Tosca, IRO Rob Roy
07-02-08 | 08:09 AM
#31
antisocialite
Joined: Apr 2006
Posts: 3,385
Likes: 1
lol @ you.
hey guys, think you can do better? cause you know so much about business? then do it.
iro doesn't need your expert advice and even if they did, tony stopped posting here a loooong time ago. i assume because of all the free business advice he was getting, but i don't speak for the guy.
hey guys, think you can do better? cause you know so much about business? then do it.
iro doesn't need your expert advice and even if they did, tony stopped posting here a loooong time ago. i assume because of all the free business advice he was getting, but i don't speak for the guy.
07-02-08 | 08:25 AM
#32
We call them Wasted Youth
Joined: Jun 2008
Posts: 53
Likes: 0
From: Tulsa, Ok
I think there are priorities at any business and answering general customer emails isn't at the top of the list. Sure, it's not something to disregard but when you're busy ... you're busy (and remember that this is literally the peak of the bike buying season). The priority is customers waiting for product and dealing with retailers in a similar situation (but on a much larger scale).
Hypothetical time: I get 20 emails per day about my products and only get a chance to answer 15 of them between everything else I'm doing. The next day there's another 20 ... well I forget about the 5 I missed and get on with things. If it's an important point, you shouldn't rely on a single email. That is universal in any situation.
Hypothetical time: I get 20 emails per day about my products and only get a chance to answer 15 of them between everything else I'm doing. The next day there's another 20 ... well I forget about the 5 I missed and get on with things. If it's an important point, you shouldn't rely on a single email. That is universal in any situation.
iro, ftw
07-02-08 | 08:59 AM
#33
Senior Member
Joined: Nov 2004
Posts: 2,544
Likes: 1
They absolutely care about every single sale. If they don't, then they won't have much of a future with their business. There is no excuse not to answer inquiries from buyers, and yes, this thread is going to pop up whenever someone does a search on IRO.
One of the things I like about living in Japan is that customer service is taken seriously. Salespeople are extremely polite, customer's items are handled with extreme care, and delievered exactly when promised, not an hour early, and not an hour late.
IRO would not last 6 months here.
One of the things I like about living in Japan is that customer service is taken seriously. Salespeople are extremely polite, customer's items are handled with extreme care, and delievered exactly when promised, not an hour early, and not an hour late.
IRO would not last 6 months here.
Tony runs a respectable small business and will go out of his way to help you out (see the story I posted). Most companies would never do that. I'd like to see bikes direct pick up a customer from the ferry.
Have you ever heard the expression "Walk a mile in his shoes?"
07-02-08 | 09:02 AM
#34
Raving looney
Joined: Jul 2006
Posts: 2,482
Likes: 0
From: Toronto, ON, Canada
Bikes: 70s Leader Precision w/Shimano 600 (road), IRO Rob Roy (Fixed)
I've e-mailed before and had both no response and a response, also left a message on their voicemail which got no response. I'm long distance up in Canada, so I didn't think much of it and just kept trying until I got through (as shapelike recommended, once in the morning/once in the afternoon - it'll get answered eventually).
Whenever I've had to call and spoken to Tony he's been nothing but helpful, wasn't rushing me (despite him being obviously busy with the Rob Roy group buy at the time) and took the time to answer every newb/dumb question I had.
I wouldn't hesitate to make my next fixed frame an IRO.
People are and do get busy, just call back - long distance charges within the US can't be that expensive when you're dumping $600+ into a bike.
Whenever I've had to call and spoken to Tony he's been nothing but helpful, wasn't rushing me (despite him being obviously busy with the Rob Roy group buy at the time) and took the time to answer every newb/dumb question I had.
I wouldn't hesitate to make my next fixed frame an IRO.
People are and do get busy, just call back - long distance charges within the US can't be that expensive when you're dumping $600+ into a bike.
07-02-08 | 09:03 AM
#35
Don't Hate.
Joined: May 2008
Posts: 625
Likes: 0
Gene Spicer from spicercycles.com does an excellent job at returning emails and contacting every single person who emails. He's a nice guy. So, a one-man bike biz can be done. He responds immediately every time! There is something wrong and here something has changed with IRO since they were new. I still like their bikes, but maybe I would just use the phone to do my ordering.
07-02-08 | 09:04 AM
#36
Banned
Joined: Nov 2004
Posts: 10,082
Likes: 1
So, last Wed. I bought a parts package (Drivetrain/etc package v.3) from the IRO web site. I've heard nothing but good things about them - not just their products, but their customer service/the owner/ the way they do business. I have been watching my email for any kind of shipping information but have received none - I have the invoice from the day I purchased it but nothing else.
I've emailed IRO twice, once through an email given along with my receipt email 3 days ago, and another through their website "contact us" tab. I haven't received a response yet for either email.
Anybody know if IRO has a rep for not responding? I understand being busy, and I understand if they may be out of stock or something (although the drop-down menu had multiple quantities available for purchase so I don't think they were?), but seriously, do I have to pay long distance to call these guys for an answer? A entire week with no response or update is kind of annoying.
I've emailed IRO twice, once through an email given along with my receipt email 3 days ago, and another through their website "contact us" tab. I haven't received a response yet for either email.
Anybody know if IRO has a rep for not responding? I understand being busy, and I understand if they may be out of stock or something (although the drop-down menu had multiple quantities available for purchase so I don't think they were?), but seriously, do I have to pay long distance to call these guys for an answer? A entire week with no response or update is kind of annoying.
07-02-08 | 09:07 AM
#37
Raving looney
Joined: Jul 2006
Posts: 2,482
Likes: 0
From: Toronto, ON, Canada
Bikes: 70s Leader Precision w/Shimano 600 (road), IRO Rob Roy (Fixed)
Gene Spicer from spicercycles.com does an excellent job at returning emails and contacting every single person who emails. He's a nice guy. So, a one-man bike biz can be done. He responds immediately every time! There is something wrong and here something has changed with IRO since they were new. I still like their bikes, but maybe I would just use the phone to do my ordering.
07-02-08 | 09:24 AM
#38
どうでもいいよ
Joined: Jan 2008
Posts: 238
Likes: 0
From: West Tokyo Japan
I assumed the online form works since after all they set it up, but I never received a reply.
I didn't bother calling them international since I am in Japan.
So I don't own an IRO. I bought something else.
I didn't bother calling them international since I am in Japan.
So I don't own an IRO. I bought something else.
07-02-08 | 09:36 AM
#40
Don't Hate.
Joined: May 2008
Posts: 625
Likes: 0
wait...if you fill out the online form you don't get an email confirmation of your purchase???
07-02-08 | 09:42 AM
#41
Senior Member
Joined: Aug 2005
Posts: 1,663
Likes: 1
From: baltimore
Bikes: Pake Track; Bianchi XL EV2 El Reparto Corse, Kona Jake the Snake
Awesome another thread with people whining about how IRO didn't treat them like the most important customer they think they are. It has been said a billion times, they are small, they do a lot of business and you don’t have your hand held through the process. Just wait and all will work out. They take care of their customers, maybe not as fast as this internet world we have grown accustomed to, but you will be handled at the speed at which the government works.
07-02-08 | 09:47 AM
#42
Senior Member
Joined: Nov 2004
Posts: 2,544
Likes: 1
Does anyone remember when mail-order took 6-8 weeks? I remember calling up CCS to order skateboard parts. And you had to call, this was pre-ecommerce. Shortly after I started skateboarding companies (including CCS) started selling stuff online, but I still called in the orders because my parents were unsure of ordering through the internet at the time.
07-02-08 | 10:03 AM
#43
Senior Member
Joined: Aug 2005
Posts: 1,663
Likes: 1
From: baltimore
Bikes: Pake Track; Bianchi XL EV2 El Reparto Corse, Kona Jake the Snake
Do I ever. Back when catalogues would have the order sheet in the middle and you actually had to hand fill in everything and send in a check. Those were the days when I would order something and try my hardest to forget about it because I knew I would be lucky if I saw it in that season. I really sucked when you had send something back.
07-02-08 | 10:29 AM
#44
Senior Member
Joined: Aug 2005
Posts: 1,663
Likes: 1
From: baltimore
Bikes: Pake Track; Bianchi XL EV2 El Reparto Corse, Kona Jake the Snake
Good call SFB. Why should we expect confirmation of our order? Or a response to our inquiry via the posted method for inquiring.
If IRO isn't going to respond to email, then don't have a contact address. Simple.
Oh, 800 numbers would be nice also. But then again the majority of you slack jawed hipsters are still living in moms basement.
If IRO isn't going to respond to email, then don't have a contact address. Simple.
Oh, 800 numbers would be nice also. But then again the majority of you slack jawed hipsters are still living in moms basement.
Why do you need an 800 number? Can't afford long distant calls on your allowance?
07-02-08 | 10:56 AM
#46
¡Senor Member!
Joined: Jul 2007
Posts: 1,710
Likes: 0
From: South Philly
he probably thinks ur some impatient drooler who needs his fixie drive train before the next cool thing rolls into his burg.
07-02-08 | 10:59 AM
#47
Senior Member
Joined: Aug 2005
Posts: 1,663
Likes: 1
From: baltimore
Bikes: Pake Track; Bianchi XL EV2 El Reparto Corse, Kona Jake the Snake
I know it's tough to wrap you head around, being that your world consists of being the voice of the drive thru clown, but a retail company should make it painless for a customer to get the information they want.
And my sugar daddy pays for everything, including my apartment.
And my sugar daddy pays for everything, including my apartment.
07-02-08 | 11:02 AM
#48
¡Senor Member!
Joined: Jul 2007
Posts: 1,710
Likes: 0
From: South Philly
wow, you still feed the trolls. get a life.
07-02-08 | 11:19 AM
#49
Senior Member
Joined: Jun 2008
Posts: 292
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I honestly think someone should just call Tony and tell him there are numerous people that are dissapointed with their customer service that are actually calling/sending emails in hopes of help buying a bike. I figure he should atleast know. 5703740653 is IRO's number
07-02-08 | 11:24 AM
#50
¡Senor Member!
Joined: Jul 2007
Posts: 1,710
Likes: 0
From: South Philly
i honestly think people should be patient for their bike parts, call once a day, and realize that IRO is not going anywhere anytime soon, and that THEY'RE GONNA GET THEIR PARTS. harrassing the man w/ email's, phone calls and outings on a Msg board isnt gonna make brown santa come faster. YOU PEOPLE NEED A LIFE.