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Discussion Starter · #1 ·
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.
 

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They do expect the dealers to earn their margin by supporting the customer. I happen to have a terrific LBS and I get great support so I've never worried too much about not phoning the factory direct. You can get the phone number from long distance directory assistance for Delta BC if you are getting no help from your local dealer.

These are the hangers you want for an SXC
 

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Discussion Starter · #3 ·
rockyuphill said:
They do expect the dealers to earn their margin by supporting the customer.
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.

To be honest I'm actually kinda pissed the bearings barely lasted 6 mos. before being shot and I dont use this bike for any freeride/DH riding just all mtn/xc riding. I really want to keep supporting RM but this could keep me from doing so in the future.
 

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I have to agree that it would be very nice to be able to call RM and talk to someone regarding replacement parts, or getting plain old customer service.
Some of us have great shops in our neighborhood that can provide this, others do not.
Relying on your authorized dealer to ensure good service is passed on to the customer is a big gamble that Rocky is taking. I have called my shop before and they actually tried to talk me out of buying a Rocky and wanted to know why I wanted one so bad.
I don't go there anymore. I had to get in touch with my local RM rep who was very helpful, and he pointed me to an alternate shop, about 100 miles away but at least they placed my order.
If I didn't have Rockyuphill in the process of building my 2 bikes, it would have been very frustrating. He is by far THE BEST information source on RM. Your welcome RU.:thumbsup:
 

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The problem is that anything where they have to deal direct with the public would likely mean needing several new employees either here in BC or in Quebec as there isn't a giant office full of people just looking for something else to do. They'd have to implement a web based purchasing solution to avoid it being too labour intensive. They'd need a parts depot in Canada and one in the US, as the small shipments to the US really cost a lot in freight because of the cross border paperwork and shipping rates.
 

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Understand your point Rocky but with all due respect to RM that is the cost of doing business.
Like Ryan pointed out, the competition has email, and phone support which is very comforting when one spends between 3 and 5K on a mountain bike.
That being said, I am very happy with my bikes and will continue to support RM but hopefully they can take this as customer feedback.:thumbsup:
 

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I can imagine the frustration of not having an LBS that makes the effort to stay in contact with the factory. :D 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.
 

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Good point...

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...

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.
 

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Discussion Starter · #11 · (Edited)
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...
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.
 

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Discussion Starter · #12 ·
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.
PeteyPete,
I wish i had seen this a couple of weeks ago so I could have called to get this sorted. I'm not sure if the problem is your southeast rep or my LBS. But I have to say the LBS did me right by refunding me themselves so I would think it's the rep. I don't want to give the impression that I don't support what RM does building great bikes as well as what they do to support the race scene as a smaller company, especially freeriding and dh. I will contact you today or tomorrow in order to get this situation with the bearings right.
 

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sock puppet
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I think you just ate your own sock...

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...

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.
 

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Discussion Starter · #14 ·
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...
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.
 

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Ryan,

You missed one valid option for customer support. If you bought your bike online you can go to that online dealer for customer service, consider them your local dealer. Online dealers are set-up for small parts ordering. As far as derailleur hangers costing more than $20, that is what they cost, not much we can do here.
 

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regardless of whether a rep left his number on here or not, and regardless if someone didnt see a post on here or not (for what its worth, i sent a PM on here to the rep and emailed him and never got a reply back). RM's customer support is lacking - pure and simple. the website has almost no useful info other than geometry and build. most of the valid points of their lacking customer support have been noted here or in previous posts.

when a company is selling 5K plus bikes, theres no excuse for having to use MTBR as the main vehicle for getting info that should be available online zt their site, phone or email.
 

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in my humble opinion, the website has most of the important info that one may need... Every single component is listed for replacement purposes for most models. Contact info is there. RM chose to communicate with their customers through their dealers - one may like it or dislike it - but that is the way it is and it is clearly stated on their website. If one is buying a $5000 bike - one better does some homework and checks all the important details. if direct hot line with the chief of engineering is a showstopper for someone - they will go elsewhere...

I am not agreeing or disagreeing with you on your concern - I would personally prefer to have at least a tech support line with RM, but in all honesty, I can almost as easily source all the info that I need on the Intrawebs or phoning the dealer...

I guess, the main point that I am trying to make here is - RM is not misleading customers in believing that there is a direct help line. They want to use dealer network to channel customer communications. If that is the deal breaker - so be it... Do not buy their bike and then complain about something that you should have known from the get go...

My LBS does a great job supporting any and all my RM needs - I tried them few times...
 

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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.
 

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sorry dude, based on your question - you need way more help then just the info that you think you need. If you know your way around bikes - meaning, if you can call yourself at least a half of a good "wrench" - the info that you are looking for is available on the RM website. If you need more info - do yourself a favour and let someone else work on your bike...

Now your comments make complete sense...

Nothing else to say... Good luck.
 

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sock puppet
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Should not really matter where you live...

http://forums.mtbr.com/showthread.php?t=589973

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.
 
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