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If you corectly inform the customer, even with the risk of him not being pleased, there is no way so many will leave negative reviews.
I'll guarantee you now that that is utter fantasy. This week alone, and despite repeat updates to customers regarding warranties that we have near no control over, almost all got pissed off and decided to complain.
We can't control when Madison gets replacement parts. We didn't break the parts. Half the bikes weren't purchased from us even, so why is the onus on us to suck it up and take both the verbal battering and the demand to facilitate it faster than is feasable.You seem to preface a lot of statements with 'I'. Your experiences are no less valid, but it's no indicator of the whole picture. We have a total of two full timers, and two part timers building a backlog of hundreds of bikes company wide. The only thing we can do is say within 10-14 days to delivery. All orders need to be booked in, built, packed, re-booked, and loaded up. Oh yeah, this isn't including bike repairs and warranties by the way.
Your implication that we have very concise time frame on how this is accomplished, with lead time updates for customers to give ourselves leverage is far from reality.
I'm gonna go on a limb here and say no one wants to ignore customers or make them wait for shits and giggles; that's absurd. It's simply the reality of it at the moment that doesn't reconcile with peoples purchase habits.
You tell people delays should be expected, what most hear is 'I can't be arsed'.The whole idea that the 'customer is always right' needs to fucking die. We're doing our best and getting paid pittance for it.
There's more to the whole chain then the person your talk to.
Support your local bike shop big or small. Stop moaning online. Maybe after this shit is over things will change for the better.
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Chak
@bujalarab
@Chak
If head-badge is the manufacturer logo and is somehow mis-aligned I guess it would be a far fetched expectation to have it perfect as it would depend on the manufacturer and less to the bike shop. But I would argue a refusal or replacement, as for me difference is in details.
If head-badge is a reference to the situation experienced by me with the extra details given in reply to jackbepablo I would say my point is valid.
There is no point in picking on the odd customer that expects everything perfect. Looking at Evans's reviews for me some question marks should be raised. Probably they wanted more they could handle and got out of control?
I find edscoble aproach very good. You give yourself some leverage time. This way customer know what to expect. If you manage to sort it earlier that is great. Customer would be very happy.
I don't consider a valid explanation busy times and low fees a reason to decrease quality of a service. I don't even think that any of us, when it comes to accepting a service, would expect a lower quality just because of those 2 reasons. Not to include here quality of materials used.
I just dealt today with to local shops. Asked what I need it from them. One told me that the waiting time is 4 weeks. Told him that I will look a round to see what is the local situation and I will return if I get similar answers. We parted very politely with the shop understanding the situation.
2nd shop told me that about a week will be the waiting time, but for my kind of request there is a chance to be happening in a few days. I told him I am happy with 1 week time, if its earlier would be great.
My point is that the person in charge of a shop is the one that knows the situation best. He knows very well what is going on around the industy(this applies for any business). If you gave a customer a time window and you fail to fulfill it and ,even worse, you ignore the customer's plea for information than the problem is with the business/shop. If you corectly inform the customer, even with the risk of him not being pleased, there is no way so many will leave negative reviews.