Seriously the worst customer experience I have ever had, and I've had my fair share of bad customer experiences. I mean I used to be a comcast customer.
So we went in on April 29th to get a very old rusty bike sanded and repainted. They told us they were very busy, but would get to it done as soon as possible. They hesitated to give us a date, but implied it would be done within 3 weeks.
So the following week we gave them a call to see if they got started, and they told us that they had not. We called a few days later, they said they had not yet started but will be starting soon. We call the a few days later, they put us on hold for over an hour before hanging up on us. We called the following day, no one picked up. We called the following day, still no one picked up. We called the following week, they claimed that there was no bike there. We called the next day, more than three weeks later (so after their rough estimate), they told us the bike hasn't been started but should be next on the list. We call the following week, after being put on a 20 minutes hold, they had informed us that it had not been started.
So now it was the beginning of June, more than a month later, and we called. When we called, they told us that the paperwork had not been completed, and we would need to finish it. Let me remind you, this is over a MONTH later, and WE had to call THEM... repetitively. They did not call us to inform us of this. So we go in the next day and finish the paperwork and they told us that it will be the next thing they work on and should be ready next week. Of course by this point we didn't believe them and the bike became more of a running joke that it would never get completed.
So we went back to our normal routine and call them next week. They had informed us that it will be started soon. The following week when we call them we inform them that we will be going on a trip on June 23rd. The guy swore up and down that the bike would be started immediately and would be ready before June 23rd. Again we did not have any hope that it would be. Sure enough June 23rd rolls around and we call them to inform them that they missed yet another deadline.
So the bike was finally done on July 10th, for anybody counting, that is two and a half months. We pick it up on the 12th, and man did they mess up our order, but of course we weren't going to complain because we didn't want to be out of a bike for another two and a half months.
So let go through the full list of everything they messed up, and yes some of these are nit-picky.
1) When we went in, we asked them to repaint it as is. The blue parts as blue and the chrome parts as chrome. The bike came back fully blue, and I mean fully. The rims are blue, the spokes are blue, the gears are blue, the handle bars are blue. Everything was blue.
2) On the handle bars they had a stray piece of tape, making a portion of the handle bars not have any paint. But it is kind of fair since the handle bars were originally suppose to be chrome.
3) They left all the tape on the bike, which was really a big pain to take off.
4) Some of the smaller parts, such as the springs, had some paint globed together in an odd fashion.
5) Not all of the parts had an even coat of paint, and in some areas there was bare metal.
6) Some of the tape was not done very well, and some of the fitted components now have paint on them which made it very hard to put back in place.
7) A number of the tape lines were not even.
8) There is an entire section the size and shape of a pencil which is missing its paint.
9) Some parts which we gave them were not returned. And some of those parts are large-ish and non-replaceable.
The one good thing that came out of this, is I now have a very unique very blue bike. I mean, who else paints their rims? Maybe I should look into getting tires to match. read more