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Discussion Starter · #1 · (Edited)
I am so frustrated right now with Supergo.com that I'm about to go postal on them. The last 2 or 3 orders I placed with them have managed to get screwed up and when I call customer service I get nowhere. By the time I'm done I feel like reenacting the final shoot-out scene in Scar Face. Only I?m Al Pacino and the other guys are Supergo.com customer service.

This is why:

(8-4) About 2 weeks to the day now I call in and order an Iron Horse SGS DH Team. They had me talk to their bike techs to choose a size. The say I would be best on a large. So I place the order for a large. That evening I talk to a friend that has a large and he says its to big and he wished that he ordered a medium and he's taller then me. So I post the question on this board and I get a pretty unanimous response that I should get a medium.

(8-5) This is where the fun part starts. So the very next morning after placing my order I call them up and tell tem I would like to change the size of my bike. I'm told that they weren?t sure they would see what they could do. I ask them if it is a problem could you please give me a call. They said yes.

(8-9) Monday morning I send an email to customer service asking if there was any problem. All day I get no response. So around 5 or 6 pm I call them up and I ask if there was any problem with switching my order. They say sorry cant do. I say did it ship? The say no. I say why can't it be changed? They say it's just the way the order process works. At that point I'm thinking what the hell, I can't use a large. So we go back and forth a few more minutes and I?m told I will have to place an order for another bike and wait another week or so, plus put another $2225.00 on my credit card. This is where my blood starts to boil.

At this point I figure I'm getting nowhere and getting no info that is useful. I ask for the manager. He calls me back in a few minutes and tells me he will see what he can do and that he would follow up with me in the next day. He keeps his promise and calls me the next day to let me know he was able to make the change and he would get it out soon.

(8-12) Thursday I get my package in the mail and I'm siked as hell to put this puppy together. Of course there has to be more problems, the seat post clamp is missing, the rear disk is bent and the seat has a tear in it. I bend the disk back best I can and replace the seat since I didn't really like it anyway. All I wanted was the clamp. So I call and talk to the bike tech's and they say they will get another clamp out 2 day express.

(8-17) No clamp as promised

(8-18) Still no clamp so I call Supergo.com. They tell me that they are trying to track down my clamp. I ask when I can expect my clamp. I'm told they have no idea (like always). I ask if they can just send me one they have in stock. I'm told no, it doesn't work that way. We go back and forth again (same woman as 8-9) and at that point I just ask her to have Chris the manager back. I haven't heard back yet.

I just cant believe the crappy service I get from a company that I spend thousands of dollars at every year. But this is it, never again am I ordering from Supergo. I said that last order I mean it this one.

All they had to do from the beginning instead of stonewalling me was to say she would pass the matter on to her manager and have him contact me. That would have saved me a bunch of aggravation in the beginning. The fact that they never contacted me and planed on shipping the large anyways really upset me. Now they can't even make good on a small part and now I have to go spend another $30 after spending $2200 on a bike. Its not the $30, its the principal.

I'm done ranting now and if you made it this far then I'm surprised. Thanks for listening.

-dont have time to spell check
 

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Now to call up Super GO regarding this story... HEhe I'm gonnna have fun. Oh YEAH.

SCrew Supergo. All tHey want is your money. They don't even bike. only want your money.! Its like scammers they promise anything in the world and fail to follow through.
 

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There's a really nice long post over in the AZ board....

milhouse said:
I'm done ranting now and if you made it this far then I'm surprised and this all could have been summed up with Supergo.com Sucks.

-dont have time to spell check
Talking about how badly Supergo sucks...it's rather long, but some idiot employee (member name AZSpeedFreak) from the Chandler, AZ Supergo actually starts chiming in and DEFENDING their dumb employees, and their deceptive pricing practices...it's worth a quick skim at least....

Here's the link:

http://forums.mtbr.com/showthread.php?t=41532

Enjoy...
 

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HA HA.... I just called them up spoke to a guy named Jason, I told him I was about to place an order on an ISG team DH and I brought up this story about a guy who got his bike in a shity condition... Riped seat, bent rottor ect.. He told me he never her of anything like that before like deniying the fact... Hmmm makes me think twice....
 

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Discussion Starter · #5 · (Edited)
Max_winner1 said:
HA HA.... I just called them up spoke to a guy named Jason, I told him I was about to place an order on an ISG team DH and I brought up this story about a guy who got his bike in a shity condition... Riped seat, bent rottor ect.. He told me he never her of anything like that before like deniying the fact... Hmmm makes me think twice....
I just dont want to give anyone the wrong impression that Im unhappy with Iron Horse. They are great!!! Its supergo's customer service that sucks. Jason probly knows nothing about it. BTW, Jason has been nice everytime I talked to him in the past.
 

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What happend to you sucks BUT some times SuperGo have some crazy deals that you just can't say NO.. Like when they had the 04 Shiver SC for $250 ... SuperGo or no SuperGo I got 2. ;)




*You know that PerformanceBikes.com owns Supergo...for a wile now..
 

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Ya I hate supergo too. Ive gotten screwed so many times. I go in for the sale and they dont even give me the sale price. theyre like oh I forgot. Ya Right. They tried to sell my friend that would outgrow at small in about 6 months a small. we convinced the sale guy that a medium would be better. Ive gone out of that place cousing a few times from being pissed. And my favorite thing, pricematching. I go to there website and get the amount of money for a new cassette. they wanna charge $10 more. im like its right there in ur catalog for $10 cheaper. he says well thats for mail order, so i get pissed then i think oh ya ill pricematch that price. the guy says ok that will work. Also love how they sell the turner DHR frame for $300 OVER MSRP. but great deals.
 

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this is gods way of smiting you for buying a complete bike from bargain mail-order. You get what you pay for, and in this case, its the lack of service. Had you bought from a local shop, you'd be riding a bike in perfect condition already.

Live and learn.
 

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zedro said:
this is gods way of smiting you for buying a complete bike from bargain mail-order. You get what you pay for, and in this case, its the lack of service. Had you bought from a local shop, you'd be riding a bike in perfect condition already.

Live and learn.
Buying a complete bike fitted over the phone by a sales associate was the initial problem. If you're well informed and know what you want (sized/angles), it can be a pleasant experience for you and your wallet.

I'm not saying that what happened after the fit issue is right, because it does suck, but it could have been avoided. Hindsight.... blah blah blah
 

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got to agree

hey zedro, supergo is my local shop (well one of them) and they do suck. the people that work there are unpleasant to deal with and not very bright. if i call in to ask a question about a part, they rarely know the answer. they don't stock much in the way of componenets other than weyless. they hire guys that i have never seen on the local trails. what a joke. they just feel scummy.

my supergo horror story:
i bought an ironhorse sgs expert last year. the rear shock blew on the first ride (a vanilla r, set to the 7" travel position, about 3.1:1 ratio). They sales guy says "i have never heard of such a thing happening" then sends me to the repair guy. They get a new shock for me, which proptly blew on my next ride, a test ride down the sidewalk with a few very small stair drops (all under 3 steps high). I go back to the shop and the sales guy seems shocked (no pun intended) and assures me that this has never been a problem. So he sends me back to the shop. The shop guy then tells me that this has been happening on a bunch of these bikes and he gets me another shock. how do the sales guys not know about this problem if the shop guys know about it?
 

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not saying all mailorder is bad either, like Go-Ride which is excellent for example, where they even went as far as calling me about my online order. But it seems like smallish customer orientated mail-order shops are far in between
 

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milhouse said:
I just dont want to give anyone the wrong impression that Im unhappy with Iron Horse. They are great!!! Its supergo's customer service that sucks. Jason probly knows nothing about it. BTW, Jason has been nice everytime I talked to him in the past.
hey Milhouse, sorry to hear about your dealings with Supergo, PM me with your address and I'll ship a seat clamp out to you. We usually don't deal directly with customers, but for something small like that that was not included with the bike we can probably dig one up around here.

dante (aka Travis)
Iron Horse Bicycles

edit: do you live in NJ, and if so are you planning on going to MC this weekend? some of us IH guys will be there on Sat weather permitting, so we could just bring one with us. just a thought.
 

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edit: do you live in NJ, and if so are you planning on going to MC this weekend? some of us IH guys will be there on Sat weather permitting, so we could just bring one with us. just a thought.[/QUOTE]

Hey Dante... from what part of NJ are you...!?
 

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Discussion Starter · #15 ·
dante said:
hey Milhouse, sorry to hear about your dealings with Supergo, PM me with your address and I'll ship a seat clamp out to you. We usually don't deal directly with customers, but for something small like that that was not included with the bike we can probably dig one up around here.

dante (aka Travis)
Iron Horse Bicycles

edit: do you live in NJ, and if so are you planning on going to MC this weekend? some of us IH guys will be there on Sat weather permitting, so we could just bring one with us. just a thought.
Dante - I wasn't planning on this weekend, but maybe I will just to meet you guys. Thanks man!

Zedro - Somewhere I mentioned that I had tried to buy from a local IH dealer rather then online shop. I couldn't find one that had (or get) SGS DH Team. Also I am riding my bike now because it just happens to be the same size as my XC bike. This whole rant was more about principal and the way I was treated.
 

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I just bought a bike from them although I haven't picked it up yet, they had to assemble it. The Ironhorse DH Pro deal was too good to pass up even though it was Supergo. I went to the store and got them to match the online price and they had a no tax deal also. See what happens when I pick it up tomorrow.
 

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Discussion Starter · #17 ·
Ok, I reported the bad, now its only fair I report the good. Its Saturday afternoon and I get a knock on the door from FedEx of all people. It was my seat post from Supergo. I don’t know whether to be happy I got it or still pissed at the trouble I went through.
 

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oh well man...

glad you got the bike...how are you liking the beast...oh and does it come with hayes HD mags or HFX-9s... :confused:
 

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Supergo Service Does Suck...

You're right on there; Supergo service does suck! Supergo is good for one thing--getting deals! The downfall--you have to deal with a bunch of idots who know nothing about bikes--especially downhill bikes. The worst part is that most of the Barnies who work there "think" they know a lot about bikes...there's nothing worse than someone who can't even jump a bike trying to give you advice. I hate bike shop Barnies...
 
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