Hi, Just a follow up to the back order problems I have had with an order from Performance Bicycle as
copied below. I finally was able to convince Performance that my shipment of the bike repair stand
was missing in the mail. I sent back the confirmation sheet they sent me and was expecting them to
send the product to me that day. NO.... talk with Chris in Customer service and he said that it is
back again on BACK ORDER. I asked him what kind of company would let there suppliers screw up their
business like that. He was quite silent for a while and I figured he was "Clueless" like many other
companies that don't put their supplier's or vendor's feet to the fire. Well, I asked for my money
back and said I will never deal with Performance Bike company again - MORE silence on the phone
line..........

Pretty disappointing how lousy customer service is in this country of ours. Then it seems when a
company does run into financial problems, they blame the Japanese, the economy, there competition
and even the weather - Hello... look in the mirror :-)

Well, maybe someone else has had a better experience with Performance Bike - luck you.

Dan

My original posting........

Hello, I don't want to ***** too much but has anyone else had problems with Performance Bicycle
catalog orders. I ordered from them in mid October and one item was "out of stock" at the time. Said
that it would be back in stock and then ship in November. Three weeks later it was restocked and
sent to me BUT then 2 1/2 weeks later I still don't have it. Well, my REAL problems started when I
tried to talk with someone at Performance. I have been put off, had excuses and explanations told to
me, was promised a call back from someone in management who never called. back and just generally
treated like a BOOB for complaining. Are they having business problems? Order problems, vendor
problems or ......Possibly heading toward putting up the "Out of Business" sign?

Funny thing is, I just got some catalogs the other day from Bike Nashbar and Super Go Bike shop -
are they any better to deal with?

Dan

SaintDan <dcxdanATwowwayDOTcom> wrote:

> I asked him what kind of company would let there suppliers screw up their business like that.

Sounds like you are too stupid to be a customer, they're lucky to be rid of you. Clyde Soles
<mtnclymber@earthlink.net

"SaintDan" <dcxdanATwowwayDOTcom> writes:

> Just a follow up to the back order problems I have had with an order from Performance Bicycle as
> copied below. <snip> .... talk with Chris in Customer service and he said that it is back again on
> BACK ORDER. I asked him what kind of company would let there suppliers screw up their business
> like that.

Oh, General Motors, Dell, Compaq, IBM, Ford... any company that sells products can have problems
getting supplies. Lots of them in the Fortune 500. Stuff gets back ordered, especially when there is
competition for those supplies, for a whole lot of reasons.

> He was quite silent for a while and I figured he was "Clueless" like many other companies that
> don't put their supplier's or vendor's feet to the fire. Well, I asked for my money back and said
> I will never deal with Performance Bike company again - MORE silence on the phone line..........

He was probably thinking "Promise?" but was being polite.

> Pretty disappointing how lousy customer service is in this country of ours.

And yet most of the rest of us don't seem to have this trouble with Nashbar. Maybe they just decided
to jack *you* around, hey?

> Hello... look in the mirror :-)

Good advice.

Never had a problem with them or any other online Bike place, maybe it's just you. Of course this
begs the question, why should we care?

"Tim McNamara" <timmcn@bitstream.net> wrote in message news:m27k1alsrj.fsf@bitstream.net...
> "SaintDan" <dcxdanATwowwayDOTcom> writes:
>
> > Just a follow up to the back order problems I have had with an order from Performance Bicycle as
> > copied below. <snip> .... talk with Chris in Customer service and he said that it is back again
> > on BACK ORDER. I asked him what kind of company would let there suppliers screw up their
> > business like that.
>
> Oh, General Motors, Dell, Compaq, IBM, Ford... any company that sells products can have problems
> getting supplies. Lots of them in the Fortune 500. Stuff gets back ordered, especially when there
> is competition for those supplies, for a whole lot of reasons.
>
> > He was quite silent for a while and I figured he was "Clueless" like many other companies that
> > don't put their supplier's or vendor's feet to the fire. Well, I asked for my money back and
> > said I will never deal with Performance Bike company again - MORE silence on the phone
> > line..........
>
> He was probably thinking "Promise?" but was being polite.
>
> > Pretty disappointing how lousy customer service is in this country of ours.
>
> And yet most of the rest of us don't seem to have this trouble with Nashbar. Maybe they just
> decided to jack *you* around, hey?
>
> > Hello... look in the mirror :-)
>
> Good advice.

I fail to understand your cynicism. There is an old saying in the retail and service industry -
"the customer is always right." All it takes is one bad experience, and you are tainted
possibly for life.

Why bash the customer who has had a bad experience? He is only relaying his frustrations to you.
That's why great customer service is at the heart of every successful company - they make it hard to
hate them.

Sure, there are always the unreasonable customers, but if you have tried everything to make them
happy, WHILE BEING UPFRONT AND HONEST, it is that much more difficult to make an enemy.

Personally, I think Saint Dan had every right to be frustrated and pissed.

Kerry

I have heard of a couple people complaining about mail order,I have not had any troubloe yet,I
worked out a good deal with a guy who runs a shop ,15% over Qualitys price thats who a lot of shops
go through ,I still get a compareitable price and he make's money ,I use the online shops only when
he cant come close,I will give it to him to keep him in the area, JMO

--
J/O TrailBlazer at Large

Stuff gets back ordered man... that happens in any shop, real or virtual.

I just want to add that I've dealt with many online businesses (digikey.com,

been happy with the results!!

However, I wish I could say the same thing for actual local stores, but I can't. I'd much rather buy
stuff online where I don't have to deal with sales people, other customers or any other
obnoxiousness involved in the retail world.

Mike http://mikebeauchamp.com

"SaintDan" <dcxdanATwowwayDOTcom> wrote in message newsr2dnU8UFs2sn0yi4p2dnA@wideopenwest.com...
> Hi, Just a follow up to the back order problems I have had with an order from Performance Bicycle
> as copied below. I finally was able to convince Performance that my shipment of the bike repair
> stand was missing in the mail. I sent back the confirmation sheet they sent me and was expecting
them
> to send the product to me that day. NO.... talk with Chris in Customer service and he said that it
> is back again on BACK ORDER. I asked him
what
> kind of company would let there suppliers screw up their business like
that.
> He was quite silent for a while and I figured he was "Clueless" like many other companies that
> don't put their supplier's or vendor's feet to the fire. Well, I asked for my money back and said
> I will never deal with Performance Bike company again - MORE silence on the phone line..........
>
> Pretty disappointing how lousy customer service is in this country of
ours.
> Then it seems when a company does run into financial problems, they blame the Japanese, the
> economy, there competition and even the weather - Hello... look in the mirror :-)
>
> Well, maybe someone else has had a better experience with Performance
Bike -
> luck you.
>
> Dan
>
> My original posting........
>
> Hello, I don't want to ***** too much but has anyone else had problems with Performance Bicycle
> catalog orders. I ordered from them in mid October
and
> one item was "out of stock" at the time. Said that it would be back in
stock
> and then ship in November. Three weeks later it was restocked and sent to
me
> BUT then 2 1/2 weeks later I still don't have it. Well, my REAL problems started when I tried to
> talk with someone at Performance. I have been put off, had excuses and explanations told to me,
> was promised a call back
from
> someone in management who never called. back and just generally treated
like
> a BOOB for complaining. Are they having business problems? Order problems, vendor problems or
> ......Possibly heading toward putting up the "Out of Business" sign?
>
> Funny thing is, I just got some catalogs the other day from Bike Nashbar
and
> Super Go Bike shop - are they any better to deal with?
>
> Dan

` That problem goes way back to the 90s. That was the last staw for me. Now their the owners of Bike
Nashbar and Supergo. Smaller is sometimes better.

Fire up MTB 03

"Kerry Nikolaisen" <f o u r n i k s @ c h a r t e r . n e t> writes:

> Why bash the customer who has had a bad experience? He is only relaying his frustrations to you.

Nah, he's whining. His stuff was backordered, which just happens sometimes and he took it
personally.

"Tim McNamara" <timmcn@bitstream.net> wrote in message news:m2he0eoy5m.fsf@bitstream.net...
> "Kerry Nikolaisen" <f o u r n i k s @ c h a r t e r . n e t> writes:
>
> > Why bash the customer who has had a bad experience? He is only relaying his frustrations to you.
>
> Nah, he's whining. His stuff was backordered, which just happens sometimes and he took it
> personally.

No - reread the post. He's upset because they weren't upfront with him and jerked him around.

If you think that bicycle business is so profitable and competitive that they need your business man
are you off track.

Why don't you try opening a competitor to Performance and see just how successful and "customer
friendly" you are.

Performance has a long way to go towards being perfect but they are a pretty good business.

"SaintDan" <dcxdanATwowwayDOTcom> wrote in message newsr2dnU8UFs2sn0yi4p2dnA@wideopenwest.com...
> Hi, Just a follow up to the back order problems I have had with an
order from
> Performance Bicycle as copied below. I finally was able to convince Performance that my shipment
> of the bike repair stand was missing in
the
> mail. I sent back the confirmation sheet they sent me and was
expecting them
> to send the product to me that day. NO.... talk with Chris in
Customer
> service and he said that it is back again on BACK ORDER. I asked
him what
> kind of company would let there suppliers screw up their business
like that.
> He was quite silent for a while and I figured he was "Clueless" like
many
> other companies that don't put their supplier's or vendor's feet to
the
> fire. Well, I asked for my money back and said I will never deal
with
> Performance Bike company again - MORE silence on the phone
line..........
>
> Pretty disappointing how lousy customer service is in this country
of ours.
> Then it seems when a company does run into financial problems, they
blame
> the Japanese, the economy, there competition and even the weather - Hello... look in the
> mirror :-)
>
> Well, maybe someone else has had a better experience with
Performance Bike -
> luck you.
>
> Dan
>
> My original posting........
>
> Hello, I don't want to ***** too much but has anyone else had problems with Performance Bicycle
> catalog orders. I ordered from them in mid
October and
> one item was "out of stock" at the time. Said that it would be back
in stock
> and then ship in November. Three weeks later it was restocked and
sent to me
> BUT then 2 1/2 weeks later I still don't have it. Well, my REAL
problems
> started when I tried to talk with someone at Performance. I have
been put
> off, had excuses and explanations told to me, was promised a call
back from
> someone in management who never called. back and just generally
treated like
> a BOOB for complaining. Are they having business problems? Order
problems,
> vendor problems or ......Possibly heading toward putting up the "Out
of
> Business" sign?
>
> Funny thing is, I just got some catalogs the other day from Bike
Nashbar and
> Super Go Bike shop - are they any better to deal with?
>
> Dan

"Kerry Nikolaisen" <f o u r n i k s @ c h a r t e r . n e t> writes:

> "Tim McNamara" <timmcn@bitstream.net> wrote in message news:m2he0eoy5m.fsf@bitstream.net...
>> "Kerry Nikolaisen" <f o u r n i k s @ c h a r t e r . n e t> writes:
>>
>> > Why bash the customer who has had a bad experience? He is only relaying his frustrations
>> > to you.
>>
>> Nah, he's whining. His stuff was backordered, which just happens sometimes and he took it
>> personally.
>
> No - reread the post. He's upset because they weren't upfront with him and jerked him around.

Bull****. His stuff was backordered, he got pissed off, he threatened them with "never doing
business with them again" and all the other hallmarks of a temper tantrum, and then expected them to
treat him like an adult. LOL.

Guys like that should do business exclusively with retail so that they can walk out of the store
with their purchases.

"Tim McNamara" <timmcn@bitstream.net> wrote in message news:m27k196f4m.fsf@bitstream.net... <snip>>
> Bull****. His stuff was backordered, he got pissed off, he threatened them with "never doing
> business with them again" and all the other hallmarks of a temper tantrum, and then expected them
> to treat him like an adult. LOL.
>
> Guys like that should do business exclusively with retail so that they can walk out of the store
> with their purchases.

Seems like a lot of people are having temper tantrums over nothing. This thread has gone on too
long... let it go and get back to the business of RBM.

Stuart Winsor Ground Zero Cycles sales@gdzer0.com

"SaintDan" <dcxdanATwowwayDOTcom> wrote in message news:<pr2dnU8UFs2sn0yi4p2dnA@wideopenwest.com>...
> Hi, Just a follow up to the back order problems I have had with an order from Performance Bicycle
> as copied below. I finally was able to convince Performance that my shipment of the bike repair
> stand was missing in the mail. I sent back the confirmation sheet they sent me and was expecting
> them to send the product to me that day. NO.... talk with Chris in Customer service and he said
> that it is back again on BACK ORDER. I asked him what kind of company would let there suppliers
> screw up their business like that. He was quite silent for a while and I figured he was "Clueless"
> like many other companies that don't put their supplier's or vendor's feet to the fire. Well, I
> asked for my money back and said I will never deal with Performance Bike company again - MORE
> silence on the phone line..........
>
> Pretty disappointing how lousy customer service is in this country of ours. Then it seems when a
> company does run into financial problems, they blame the Japanese, the economy, there competition
> and even the weather - Hello... look in the mirror :-)
>
> Well, maybe someone else has had a better experience with Performance Bike - luck you.
>
> Dan
>
> My original posting........
>
> Hello, I don't want to ***** too much but has anyone else had problems with Performance Bicycle
> catalog orders. I ordered from them in mid October and one item was "out of stock" at the time.
> Said that it would be back in stock and then ship in November. Three weeks later it was
> restocked and sent to me BUT then 2 1/2 weeks later I still don't have it. Well, my REAL
> problems started when I tried to talk with someone at Performance. I have been put off, had
> excuses and explanations told to me, was promised a call back from someone in management who
> never called. back and just generally treated like a BOOB for complaining. Are they having
> business problems? Order problems, vendor problems or ......Possibly heading toward putting up
> the "Out of Business" sign?
>
> Funny thing is, I just got some catalogs the other day from Bike Nashbar and Super Go Bike shop -
> are they any better to deal with?
>
> Dan
Dear Dan, I know how you feel. Performance is a most unresponsive bunch. They do not deserve your
business. Take it elsewhere.

I think it is important to have a personal relationship, especially with your favorite mechanic. For
me, it is "bob" (fake name) he knows me and when I go in for a quick wheel-true or similar and ask
how much I owe, he usually says something like "just buy something." In contrast, I was charged $36
for 4 minutes labor when he was not there.

The first is good business sense, the second is greed.

In general I have no complaints about Performance Bike.

Bartow "Kerry Nikolaisen" <f o u r n i k s @ c h a r t e r . n e t> wrote in message
news:vt2pqc1i4prh37@corp.supernews.com...
> "Tim McNamara" <timmcn@bitstream.net> wrote in message news:m27k1alsrj.fsf@bitstream.net...
> > "SaintDan" <dcxdanATwowwayDOTcom> writes:
> >
> > > Just a follow up to the back order problems I have had with an order from Performance Bicycle
> > > as copied below. <snip> .... talk with Chris in Customer service and he said that it is back
> > > again on BACK ORDER. I asked him what kind of company would let there suppliers screw up their
> > > business like that.
> >
> > Oh, General Motors, Dell, Compaq, IBM, Ford... any company that sells products can have problems
> > getting supplies. Lots of them in the Fortune 500. Stuff gets back ordered, especially when
> > there is competition for those supplies, for a whole lot of reasons.
> >
> > > He was quite silent for a while and I figured he was "Clueless" like many other companies that
> > > don't put their supplier's or vendor's feet to the fire. Well, I asked for my money back and
> > > said I will never deal with Performance Bike company again - MORE silence on the phone
> > > line..........
> >
> > He was probably thinking "Promise?" but was being polite.
> >
> > > Pretty disappointing how lousy customer service is in this country of ours.
> >
> > And yet most of the rest of us don't seem to have this trouble with Nashbar. Maybe they just
> > decided to jack *you* around, hey?
> >
> > > Hello... look in the mirror :-)
> >
> > Good advice.
>
> I fail to understand your cynicism. There is an old saying in the retail and service industry -
> "the customer is always right." All it takes is
one
> bad experience, and you are tainted possibly for life.
>
> Why bash the customer who has had a bad experience? He is only relaying
his
> frustrations to you. That's why great customer service is at the heart of every successful company
> - they make it hard to hate them.
>
> Sure, there are always the unreasonable customers, but if you have tried everything to make them
> happy, WHILE BEING UPFRONT AND HONEST, it is that much more difficult to make an enemy.
>
> Personally, I think Saint Dan had every right to be frustrated and pissed.
>
> Kerry