Performance Bike customer service sucks.

[Asian Allez]

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You have been connected to Chris Tech.
Chris Tech: what is your question?
darrell cheng: CAT 1 Galibier with pedal combo
darrell cheng: are you familiar with this producT?
darrell cheng:http://www.performancebike.com/shop/profile_combo.cfm?SKU=20264&estore_ID=&subcategory_ID=5245&CFID=40874540&CFTOKEN=32903339# this is the link
darrell cheng: i'm wondering if it comes with cleats
Chris Tech: cleats are included with pedals
darrell cheng: how would i size this?
darrell cheng: i am US 9.5-10
Chris Tech: we have a sizing chart in our Help section:
darrell cheng: i went there
The agent is sending you to http://www.performancebike.com/help/sizing.cfm.
darrell cheng: there are a few brands there
darrell cheng: it does not show the brand of http://www.performancebike.com/shop/profile_combo.cfm?SKU=20264&estore_ID=&subcategory_ID=5245&CFID=40874540&CFTOKEN=32903339#
darrell cheng: oops
darrell cheng: i mean
darrell cheng: CAT 1
Chris Tech: It is a Performance brand shoe.
darrell cheng: oh
darrell cheng: okay
darrell cheng: how do exchanges work for a different fit
Chris Tech: just fill out the form on the back of the packing list, and mail or ship it to out warehouse
darrell cheng: is there anywhere i can find the width?
Chris Tech: They are a D width
darrell cheng: thank you very much
darrell cheng: why are you so impolite
Chris Tech: I stepped away from the desk...is there anything else I can help you with?
darrell cheng: i meant in general. no there isn't. i love performance bike but maybe your supervisor should really see your manners.
Your session has ended. You may now close this window.

[capwater]

I read both your posts and am having a hard time trying to figure out what your beef is. Sounds like you got your info pretty easily. You're lucky you're not talking to some dirt bag offshore person sitting in a hut in Bangalore who is absolutely useless. Ride on..........

[jmat]

yeah, doesn't look like he did anything wrong. lighten up.

[jrstevens]

yeah, doesn't look like he did anything wrong. lighten up.
I assume this was using their Live Help feature. I agree with the other posters. It is difficult to convey any human emotion electronically so anticpate the answers will seem cold but you will get answers nonetheless.

Js

[meehs]

I don't see one single problem with the response you recieved. Judging by what I've read, if anyone has an issue it's you. Seriously dude... Decaf!

[Asian Allez]

hrmm maybe you guys are right. i work at an upscale catering hall so maybe i expect too much good service. we have to thank customers for moving out of the way so we can clean up thier mess. and thank them for thier patience while we clean up all the food that thier children throw. i expected from the guy:
"Hello and thanks for using Performance Bike's Live Help feature. My name is Chris and I'll do my best to assist you today to make your shopping experience a positive one."
"i'd like these shoes can i have more info?"
"Why certainly, these are quality road shoes with predrilled slots for all types of cleats and pedals. Our pedals come with cleats so you don't have to worry about that. These shoes are made specially by Performance to provide the lightest and most comfortable ride for you."

expectations too high?

[meehs]

Actually I guess you do have a point. But if you imagine a person sitting at a keyboard dealing with one faceless customer after another you can kind of imagine that it would become a bit repetetive and mechanical after a while. That being said I still don't think the guy was really impolite at all. Just a little cold perhaps and you can't really fault them for that.

[Asian Allez]

i dont like to buy things from snowmen

[dgregory57]

I suspect, although I have never done the job, that the person doing customer support was probably dealing with multiple customers at once. The "I stepped away" is probably the company line to cover the fact that the customer service rep was busy with a couple of other customers at the same time. I suspect that it may be less negative from a corporate image perspective.

Also, why would you feel better getting canned sales responses rather than being quickly pointed at the appropriate tables?? Do you really feel better when you order your chicken sandwich to hear "Do you want fries with that?" Do you think the dude in the first window really thought that you might like them but forgot that they served them? :D

If you want personal service the answer is to spend the time, and possibly a couple of extra dollars at your LBS. I have received wonderful support from mine! You can even get eye contact and a hand shake in the good shops!

BTW - I would hope that the supervisors at Nashbar do randomly check the logs and will instruct their employees to make their interactions as personable and helpful as possible...

[ChesterY]

I agree with the others -- you're expecting too much. I wouldn't expect high-end, polished service while in-store at Performance, much less their online chat support.

I wouldn't expect polished service via online chat, period. I don't think it's all that feasible to expect a lot of polite verbiage via that medium.

[Asian Allez]

wow you guys expect too little. im glad you see your dollars at work. whenever i serve anyone, or do anything, i never treat anyone with a cold manner ESPECIALLY if i am making money off of them. I even helped my dad sell clothes at the flea market to poor blacks and latinos and white trash (no offense at all), and you know what? i call every woman ma'am and every man sir and i give them the politeness i expect from them. because they are people. no other reason.

[Rideastrong]

i would never expect customer service out of a place like performance, nashbar or supergo. I only shop at Supergo since they have some good deals in the store. But i go in knowing that the service will be poor and if i get better than poor service i thank the person for exceeding my expectations. But with my expectations being set so low, if they even say 'Hi" or ask me how i am doing i will be happy today i will be estatic.

[Doctor Morbius]

I read both your posts and am having a hard time trying to figure out what your beef is. Sounds like you got your info pretty easily. You're lucky you're not talking to some dirt bag offshore person sitting in a hut in Bangalore who is absolutely useless. Ride on..........Exactly. Like Dell's customer service. :mad:

You get what you pay for and that applies to employees as well!

[capwater]

You obviously have no experience with customer call centers. All agents are measured by how quickly they address your concern. All those extra words you want Chris to stroke you with means he will be able to service less customers in a given period. How would you feel if you got stuck in a call queue because the CSR was blabbering to the guy in front of you?

Heck, you got more stroking from the Performance guy that you would from Boudreaux, but in either case you get the correct answer.

[dhk]

Decided I like dealing with my LBS much better than Performance. Over the weekend, I spent some time on their website looking for summer jersey's on clearance. As usual, an exercise in frustration..what I wanted wasn't available in my size or color.

Stopped in at my LBS Monday, and found they had a 30% off clearance on summer jerseys. I picked out a Nike and LG jersey in size large, tried them on in the dressing room, and bought both. After many years of bargain-priced jerseys from Performance, have decided it's worthwhile to buy something I can see, feel and try on first.

The other plus is that I got to drool over the new Orbea CF bikes. They had a $3000 (Onyx?) in silver/black with Chorus that really looked nice, as well as an outrageously expensive Orca with DA 10 and SSL wheels. Everyone needs one of these, right?

[Doctor Morbius]

The other plus is that I got to drool over the new Orbea CF bikes. They had a $3000 (Onyx?) in silver/black with Chorus that really looked nice, as well as an outrageously expensive Orca with DA 10 and SSL wheels. Everyone needs one of these, right? :D That's extactly why I try to stay out of the local bike shops. I get a case of want-itis every time I walk in the door!