I can't find anything on their website. I'm looking to get a catalog and don't wanna get in trouble for calling BC. (note: LBS doesn't have them either)
What probs are you experiencig with your ETSX 70? I was under the impression it is a very good riding XC bike.ride_yer_bike said:I am also looking for email addresses for RM as going through the normal channels doesn't seem to be working. I spoke with their customer service rep last Thursday regarding issues that I am having with both my ETSX-70 and the shop where I bought it. He said he would speak to the shop and asked me to call him back on Friday. When I called him Friday he hadn't spoken to the shop yet. He said he would contact them on Monday and I asked him to email me after he had done so. It's now Wednesday and I have yet to hear from him and I expect I never will. I am now looking for alternative means to contact RM in order to bring about a resolution to my problem.
Needless to say, I am not at all impressed with either RM customer service or the shop I bought the bike from. I have heard that RM stands behind their bikes but that has definitely not been my experience with them. When I spend that kind of money on a bike, I don't expect to be completely ignored by customer service when the bike has problems. Once the problems are fixed, I will be putting the bike up for sale as I am not at all happy with RM and at this point, I no longer want the bike. If anyone has an email address for RM, I would greatly appreciate it if you could send it my way as I need to get the issues with the bike solved so I can move on and get something different.
ride_yer_bike said:Mrgorth: You had asked me to keep you apprised of the situation so here is where it's at.
When I got home yesterday I had a message on my answering machine from Rob at Rocky customer service. Apparently someone alerted him to this thread and he was pretty mad. He defended the bike shop where I bought the bike, saying, for instance, that they had the best mechanic do the fit session and he had spent two hours with me on it. Uh, yeah, that was part of the problem. Generally, a fit session shouldn't take more than a hour if the person knows what he's doing. (Mrgorth: sounds like the guy that did your fit session was right on.) In 2003, I had my normal LBS build me up a hardtail. The guy there is real familiar with how to fit me as he has fitted all of my bikes. The fit session probably took 15 minutes at most, the bike fits like a glove, and both my knee and shoulder are very happy with the fit. But the fit session at the Rocky dealer was a different story.
So Rob and I got into this whole argument about the fit session, of all things, so here's how the session went. To give you a little background, I have had a knee problem since I started riding and I have learned a LOT about fitting during the past 13 years. Granted, fitting a bike involves working around both my knee problem and a shoulder problem but it really isn't a big deal. When I had scheduled the session, I was told to bring in one of my bikes to go by so I brought in my hardtail but for some reason the guy fitting me refused to use it as a guide. He wanted to do it his way. OK, I'll give it a shot. But throughout the whole thing, he didn't want to fit the bike the way I needed it. He started off by setting the saddle more than an inch higher than my normal position. For reference, my normal saddle height is .883 x my inseam. That's the height (and the ONLY height) my knee is happy with and, by pure coincidence, it's also the same figure that a lot of fit systems recommend. But for some reason, the guy that was fitting me absolutely did not want to set my saddle at that height. He wanted to set it where HE would put it, not where my knee needed it to be. I kept telling him that my knee absolutely hated a higher saddle position but no matter what, he didn't want to set the saddle where I needed it to be. And that's pretty much the way everything in the fit session went. Several times, I told him to just use my hardtail as a guide. The geometries of the two bikes are almost identical so it would be real easy to do but every time he refused. Finally about an hour or so into the session, I pointed at my HT and told the guy to set up the ETSX-70 like that bike. He still didn't want to but this time I didn't back down. So that's how the fit session went but Rob was still arguing that the shop spent two hours on it and that they do a good job with their fit sessions. That most definitely was not my experience.
At that point, Rob added in someone else (Kevin) to the call. We discussed the problems I have had with the bike and my general dissatisfaction with entire deal. Obviously, a lot of the problems I had were with the LBS but if the bike had been problem-free, once I left the store with the bike I would never have had to go back and that would have been the end of it. Kevin and Rob asked what I wanted and I said I wanted the bike fixed so I could sell it. At first, they wanted me to just ignore the rotor rub since it doesn't really slow you down when you ride but I didn't find that to be a satisfactory solution. Eventually, they said that I could bring it to the other Rocky dealer here in town to have him fix it but only if I would keep the bike. I told them I don't want to keep the bike, I don't want to stick whoever buys the bike from me with this problem, and I don't want to have to shell out $$ to fix a problem that the bike has had since day one. They then agreed that I could take it to the other Rocky dealer to get it fixed even if I was going to sell it. So, in the end, Rocky did stand behind their product. The do want me to be happy with the bike but unfortunately it's too late for that.
Now, had I not posted here would I have had the same outcome? (BTW, they hate mtbr.) I really can't say because that would be pure speculation at this point. Maybe if I had kept hammering Rob, eventually we may have come to the same agreement that we did yesterday. I may have had to go over his head at some point but we may still have arrived at the same outcome. But should I really have to keep hammering the CS rep, especially when we're dealing with a rather expensive bike? IMHO, no. Ultimately, the bike will (hopefully) be fixed and some will argue that that's all that matters. That's true to some extent. It's important that the bike be fixed but what's also important, at least to me, is the path that I had to take to arrive at this resolution. And that, I'm afraid, is a path I don't want to have to take again.
I would like to say a few words being the LBS in question. I would also like to defend Rocky Mountain which makes excellent products and did nothing wrong in the manufacturing of the bicycle in question. We have bent over backwards and then some for this individual and are left feeling a little frustrated ourselves. Being a customer service oriented bike shop we do everything within our power to make sure a customer is satisfied with their purchase. Unfortunately we have come to realize that not everyones issues can be resolved but well continue doing the best we can. We would be more than happy to explain/resolve this problem if the individual would take the time to ride the bike with us so we can properly evaluate the issue rather than slander our name and Rocky Mountains on the internet. We have countless testimonials over the last 32 years to the quality of our products and services. Unfortunately this individual is not one of them. Thank you for listening.
Blatant said:At the risk of interrupting the lovefest (and having read far too much whining on this thread), it appears to me that RYB is one of those customers who simply can't be pleased.
Note: I'm just a rider. I don't know the poster, I don't know the shop, I live in AZ and I ride a RM Flow FS.
Seriously? You're going to sell an otherwise sweet bike because the brakes rub? You know RM didn't manufacture your brakes, right? Yes, caliper tabs occasionally need facing or small spacers to line up correctly.
Every disc I've ever seen rubs slightly from being dinged by rocks and gunk. It's just a fact of life.
Rocky Mountain customer service can't make your discs perfectly straight. Hell, they'll probably be glad to pawn you off to another company. I don't mean any disrespect, but your issues sound pretty minor to me.