Yeah but what about RM earning their margin by providing some type of customer service? Also, what about the fact that RM sells a ton of bikes on the web and many of their customers like myself may not have a good local shop that's an RM dealer. Like I said, the shop in ATL has 1 RM in stock and doesn't specialize or understand the needs of mtb'ers much less a more aggressive all mtn/dh rider like myself. Most of the guys I ride with either work in a shop or do their own work and know more about suspension than most shop mechanics. An upper end manufacturer like RM has many customers in this boat and they need to provide them direct service and tech info on their website.rockyuphill said:They do expect the dealers to earn their margin by supporting the customer.
It does make me appreciate my LBS that much more for making the effort. With the microscopic cost of long distance phone rates these days there's no excuse for an LBS not to make the phone call to get the straight info. On most calling plans it's what, $0.07/minute or $0.10/minute.
ryan12210 said:I am currently on my second Rocky Mountain and have loved both of the bikes. My current xc ride is a 09 Slayer SXC 70 and when I went to order replacement bearings for the lower pivot i realized something. First, RM doesn't have any contact info on their website; no email and no phone number. Santa Cruz, Specialized, Intense, Turner, and every other high end bike manufacturer has a link to their contact info right on the front of their web page. My problem is that there is only one RM dealer in the area and they specialize in carbon road bikes not mountain bikes. I tried to explain that I wanted a full set of replacement bearings but I think the mechanic didnt realize I needed more than one pair. Now I'm going to have to go back to a shop I wouldn't otherwise shop at to do what I could have easily done more quickly and cheaper if RM had customer service.
Another problem is that they have no technical info on their website and no way to order replacement parts on their site (derailleur hangers, bearings, decals, etc.). This should be a given I would think. I'm just wondering what other RM owners opinions are on this subject. If I had a better local dealer it would be better, but these guys are charging me over $20 for a replacement hanger! I love riding RM bikes, but unless they do something about their customer service I doubt I'll choose them again.
I just wanted to edit this to say that I am not sure if my specific issue is being caused by the lack of knowledge of my local RM dealer(not knowledgeable at all) or RM's southeast rep. However, both problems could be solved w/ a better website. In the past when I have spoken to RM directly,they have been very accommodating. Especially, the people in their BC office. Rob, in particular has been very helpful in the past to me.osokolo said:however, there are ways to get in touch with RM first line of support, and once when you start to speak with RM personnel in charge - you will be very pleased. Speaking from my first hand experience. They do care very much of their image and are very passionate about their products... They will take care of you to your satisfaction before you know it...
Just as the post at the bottom of this thread suggests... All those brands that you mentioned may have email or phone number posted, but they do not spend time on this board with their customers... Exceptions are few and far in between...
I have no issues communicating with my authorized RM shop. They supplied me with needed OEM components in 2 days at a very reasonable cost...
PeteyPete,peteypete said:Ryan! I would love to help get you sorted out! Please give me a phone call at Rocky at 1-800-663-2512 ext. 265.
ryan12210 said:I just wanted to edit this to say that I am not sure if my specific issue is being caused by the lack of knowledge of my local RM dealer(not knowledgeable at all) or RM's southeast rep. However, both problems could be solved w/ a better website. In the past when I have spoken to RM directly,they have been very accommodating. Especially, the people in their BC office. Rob, in particular has been very helpful in the past to me.
I'm sorry, but your experience being in Canada could not have less to do with the CS that RM gives their non-Canadian customers. First, to give you an idea my local shop can't even get in touch with the RM rep for our region and RM doesn't seem to be willing to deal w them directly. RM owed me the cost of the bearings and pivots that they sent me because they should have been under warranty still. The only reason I found this out is because someone on this board sent me the tech sheets and their warranty info is on it. (Not an RM person by the way) Because nobody at RM would call the shop back, they ended up refunding me themselves. Not to mention that the pivot rebuild kit they sent didn't have the full set of bearings it should have. Everyone that's in Canada seems to get good CS from Rocky, but they refuse to speak w their US customers. This is complete and utter bullsh*t!
I don't really care if my bike manufacturer is active on an internet forum as much as I do about being able to get ahold of someone to help me when I need help. And if not me, I would expect one of their dealers to be able to contact them same day. And if they are so active on this forum then why did nobody from RM contact me to resolve this problem. Especially considering this isn't even my first bike from them. To try and insinuate that being on a forum like this somehow equates to having a dedicated customer service number, replacement parts on your website, and tech sheets on your website is an even bigger joke than Rocky's complete lack of customer service.
I don't understand how I didn't respect your opinion or that of anyone else. I guess I didn't see the guy from RM posted this because of the number of responses that were posted pretty quickly and it wasn't 24 minutes later it was 2 days later after I had already gotten the tech sheets I needed sent to me from another RM customer. None of this changes my opinion that their number should be on their site with their tech sheets as is the case with other manufacturers of RM's caliber. When I looked through the replies today, I saw the response and messaged the guy thanking him for responding. How is describing what my experience has been "not nice" if I'm telling the truth. A number of people PM'd me saying they had the same difficulty w/ RM I have had. The consensus among RM owners is that Canadian customers have a completely different service experience than US customers do. Please explain how this has anything to do w/ me not respecting other people's viewpoint.osokolo said:RM person left you his DIRECT PHONE NUMBER 4 weeks ago and you didn't even notice it? And then you go on saying that you did not not give rats a$$ that they are on this board since they didn't contact you?
Well, that is not nice. You posted your issue here and there was a solution by RM right away, pretty much. That is exactly what I was suggesting. 24 minutes after your post - RM was on the case.
I guess there is no need to comment on the rest of your post, except maybe that you should respect other peoples views as much as you would want other people to respect your own views and opinions.
I really do hope that you are taken care of with regards to your issue. I am pretty sure you will be.
cheers...
dogdude said:listing the build doesnt list the specifications. for instance what good does it have to list a fox shox without having a tech section saying what size bolts and bushings are need to fit on to a particular frame or having a number to call and find out. they dont even list what length stems and cranks are spec'd on each particular size they just give a range. the website plain sucks.
