REVIEWS DEALS BIKESHOPS TRAILS

Turner Homer no more... Customer Service Experience

4266 Views 31 Replies 18 Participants Last post by BlackOut, Feb 11, 2005

Bikezilla

Discussion Starter · Jul 30, 2004

I was a loyal Turner "Homer" but a recent CS experience has convinced me to change my position...

I am now a customer for life!

Outstanding Customer Service

I just wanted to take a moment to share my gratitude regarding two organizations that went well above and beyond the call of good customer service and proactively solved a problem before it even began.

Turner Bikes, as you all may be aware is known for great customer service. Recently I was in the position to find out just how good they are. Being a large guy who rides rough trails aggressively (while still developing much needed skills). I make a habit of inspecting my frame from time to time. Actually it's more fawning over it but inspecting sounds better.

On my 1-yr old frame, I discovered the slightest of flaws that appeared to be developing. I was not terribly concerned as it was very, very, small, but I though it best to ask Turner's opinion about it.
I sent an email with a couple of photos to Turner and asked if it might become a problem sometime in the future. Greg responded that same day recommending replacement. He was exceptionally accommodating, helpful and patient. Greg and Turner bikes were able to provide a resolution before I even decided how I wanted to proceed. They overnighted a replacement immediately, and went the extra mile to accommodate some other very special request I'm too embarrassed to detail. Turner bikes has been incredibly helpful and immediately accessible throughout the entire matter.

I am personally astounded, how a small company with the production, development demands they must be experiencing this time of year, demonstrated the pinnacle of customer service. Hats off to Greg, Casey and Dave Turner himself for service that even exceeds the lofty performance of their excellent products.
Forget what you heard...Turner's the word!

I'm NOT finished...

The OTHER organization I do not often get the opportunity to credit here on this forum but their role has been incredibly accommodating as well. Yorktown Cycles, my LBS owned by Tom W. has been there for me throughout the entire year I've owned this bike with excellent personal customer service. They have helped me, last minuet, countless times, to keep me riding. If you are in the NY-tristate area and are looking for a shop to call home this is the place! Big-ups to the whole staff, they are class act. And if I could ride half as good as any of them I'd be an expert.
My most appreciative thanks to Turner Bikes and Yorktown Cycles.

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1 - 20 of 32 Posts

Flying Wombat

· #2 · Jul 30, 2004

Glad that your "problem" was taken care of. Every customer service I have had with Turner has been excellent. Just two questions
1. Would you care to divulge the problem, or would you have to kill me afterwards?

2. Did you stay with red?

Bikezilla

Discussion Starter · #3 · Jul 30, 2004

Flying Wombat said:
Glad that your "problem" was taken care of. Every customer service I have had with Turner has been excellent. Just two questions
1. Would you care to divulge the problem, or would you have to kill me afterwards?
2. Did you stay with red?

1. No secret, a tiny hairline crack in the paint just below the rocker weld. Don't run off in a panic though, as I said, I'm heavy, ride agressively, and in need of skills.

2. Yes, its RED...I just couldn't bring myself to leaving my poofta brothren. We still gotta come up with a decent clan name though.

BTW the red on the new frame is much richer than on my original. I like it a LOT!

jokermtb

· #4 · Jul 30, 2004

would the richer red make your new bike "gay-er" or not,
As a blue spot owner, I am cornfuzed!

tscheezy

· #5 · Jul 30, 2004 (Edited)

Glad it worked out to your satisfaction.

It would be interesting to see the pic you sent to Turner. Totally your call on that. In the past (the old boards anyway, I don't remember if did it here as well) we have tried to post every picture of broken Turners we could get our hands on. For whatever reason, they are hard to find, and the ones we scrounged were mostly taken by CyberJay (he did-in a few RFXs during development). Things break, that's life. It's how often they bust and what happens next that are important imo. Turner supposedly has had some CS stumbles in their past, so I think it is good to keep everything open and on the table.

Bikezilla

Discussion Starter · #6 · Jul 30, 2004

tscheezy said:
...you may want to post up the exact nature of the "problem" and maybe even the pic you sent to Turner.... In the past ...we have tried to post every picture of broken Turners we could get our hands on...

The pics on my PC at home. I'll post them tonight, it'll cut into my rebuild time though

.

Cary

· #7 · Jul 30, 2004

This was one of the primary reasons I bought a Turner. I wanted piece of mind.

rr

· #8 · Jul 30, 2004

Wow!, they overnighted a frame to you-awesome. Glad to hear you stuck with red, now we know your true sexuality, have you told your wife yet? BTW, I like Red Rockets, it sounds fast but still has the "gay" element to it

Bikezilla

Discussion Starter · #9 · Jul 30, 2004

rroeder said:
... I like Red Rockets, it sounds fast but still has the "gay" element to it

Ever since that "South Park" Episode where he was "milking" his dog I will never consider the expression "Red Rocket" without a cringe.

CrashTheDOG

· #10 · Jul 31, 2004

Bikezilla said:
Yes, its RED...I just couldn't bring myself to leaving my poofta brothren. We still gotta come up with a decent clan name though.

Once a poofta always a poofta

, and for that matter whats wrong with 'Da Pooftas as a clan name?

slowideclyde

· #11 · Jul 31, 2004

I'd better check my frame

Maybe I can find something that'll allow me to swap it for an anodized orange model. I'll even keep my polished rear so all I really need is a front triangle. Or maybe I could just crack the frame on my next ride....

Turner is one great company.

rr

· #12 · Aug 1, 2004

Yo Zilla, how's the new frame?

rr

· #13 · Aug 1, 2004

steve3 said:
You too, rroeder. How's the Foes treating you? I always sensed big hits for you. How are you handling the weight penalty?

Did you end up paying to have the frame replaced on you EW, so you could sell it?

Yeah, I had to pay the upgrade fee and sold it-remember the thread where they accused me of abusing the frame. Loving my FXR, it handles the rough stuff and still pedals great. I didn't notice the weight much, it's only a few lbs. heavier, getting used to the 5" fork on the climbs was the biggest issue-the Truth climbed a bit quicker for sure.

Trevor!

· #14 · Aug 1, 2004

Thats brilliant customer service - Really brilliant.

BlackOut

· #15 · Aug 3, 2004

3

Me to

Hey I just emailed Turner these pics. I was doing exactly what you were probably doing, my weekly polish, make myself feel good, inspection and this is what I found.

I don't have a magnifying glass to enlarge and my camera does poor micro shots. It's small and can barely be seen. Tiny crack developing on the lower weld of the upper pivot. Sorry for the blurry picture; but the dark spot shows on it. The highly reflective powder coat paint job; which I love doesn't play well with a flash.

That is lemon Pledge in case you were wondering making the shine.

I'm not featherweight either at 212lbs on this 16.5" XCE Frame. The frame is only on its second season. I haven't done any drops just epic trail rides in SW Ontario.

Indeed a very sad day for me

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Bikezilla

Discussion Starter · #16 · Aug 3, 2004

rroeder said:
Yo Zilla, how's the new frame?

Beatuiful! or as our mascot BGA would say "Its Super! Thanks for Asking!"
Actually I've had an unexpected flurry of activity and haven't finished the rebuild. Go figure I had the time all blocked out too.

BlackOut, If recent, or indeed, long term history is any indication, you should be smilin' and ridin' in no time. Best wishes to you and your resolution.

I had initially said I'd post picures but felt uneasy about it. I wanted this thread to be a big thankyouverymuch for the great service and thought photos and anaylsis might overshadow that message. It was silly of me to think I would have any influence over a discussion once it has started, so ignore what I just said.

I also didn't want the shots to be troll fodder or some kind of frequent reminder I should be smoother. Actually they didn't show much more than your shots, cept maybe in RED. But I figured I should follow-up on what I had said earlier. I thought more about this than any other part of the whole thing, testament to the peace of mind the actual customer service gives, I basically had nothing else to be concerned about.

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BlackOut

· #17 · Aug 3, 2004

No Bad experience

Sorry to mar your post. I wasn't trying to say anything ill about Turner. I know that things just wear out. It just makes me sad to see my good friend like this. I love this bike and riding it has been my true passion for the past 2 yrs.

Still I was very gad to hear that you had an excellent experience with Turner CS regarding your issue.

I was just posting to share what normally I would glance over and not pay too much attention to. Much better than walking back through the woods.

Bikezilla

Discussion Starter · #18 · Aug 3, 2004

BlackOut said:
Sorry to mar your post....
I was just posting to share what normally I would glance over and not pay too much attention to. Much better than walking back through the woods.

Dude, no apology necessary. It's a forum. Sorry if it looks as if I was complaining about your post. Actually you helped me realize things go where they go because it's a forum and net-net that's a good thing. I was just following up on something I said earlier. And you're right it sure does beat a long walk out.

Cheers Gears and Beers!

tscheezy

· #19 · Aug 3, 2004

This is all a tiny bit ironic seeing as how Steve from JH recently mused rhetorically about why Turners seemed relatively immune to this sort of issue. Especially since these are JRA's and past Turner bike damage seemed to be associated with being run over by heavy equipment (e.g. CyberJay).

I am actually very curious to see what Blackout's results are since his frame is out of warranty and officially out of production (despite extreme similarities to the Burner). Please keep us posted, and good luck.

BlackOut

· #20 · Aug 3, 2004

It does not get any better

Greg from Turner emailed me back to tell me that it is difficult to see from the pics. He recommended taking it to the closest dealer and having the shop and I look at it via a magnifying glass and that Greg said straight up that if it was a crack that the main frame would be replaced under warranty.

I was happily surprised and disappointed. Surprised that they would warranty this. Disappointed that I no longer have an excuse to get a 5-spot.

But reading some of the comparisons XCE vs. 5-spot the XCE is definitely more for my style.

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