Make sure you keep a close eye on your bikes BB area. 
Wow I have nothing but good things to say about Dimond and Brad. I ordered a bike last year with custom paint. Bike came it was a stock paint job. Called Brad he just said something happened in the pipe line and they would take care of it. Sent the bike back told him I would be Ironman Wisconsin in 5 weeks just bring the bike there in there demo van that would be fine. Came home 2 weeks later there was a box from Dimond sitting on my porch. The bike was beautiful raced it at Wisconsin. Dimond is top rate to me.
Can you think more critically about this vignette?
This thread is fundamentally night and day compared to Rapp’s.
It kind of boils down to a non-customer of Dimond’s (in this instance and for the purposes of this discussion) being quoted a certain price (a customer price) and later not having that price honored by Dimond. Dimond could either honor that price or not. They were under no obligation to honor it. Sure, they could have said “our bad on the misquote, so we will sell it to you for $600” or they could hold steadfast to their policy. That’s their decision to make and I’m completely indifferent to it. Personally, I would have probably said “my bad” and sold it for $600 but Dimond chose to stick 100% by their policy. Okay. That’s their choice.
The Rapp thread is a whole different animal. Unfortunately, it will give this thread some credibility, and it shouldn’t. They’re not remotely the same thing.
Bullshit buying a used bike is always a gamble. Then having a hissy fit on slowtwich because your gamble failed …tuff titty
Huh?
I don’t get half the responses to this.
Buying second hand is a bit of a gamble because you don’t know how the bike has been treated and maintained and can’t be certain if it’s in the condition you hope it is. But, as I read it, that’s not what this is about. It’s about the way Dimond have handled his inquiries about getting spare parts. His being a second owner should be pretty immaterial. But if they are trying to use an incentive pricing scheme by selling at higher price to non-original owners, they need to be clear and fair about it. If they gave an erroneous quote and hadn’t had the price listed I think they should have apologised at the very least, and given their exposure to social media, it would have been wise to try and honour the quote or split the difference. To try and turn a customer you’ve disappointed into your salesman by offering them the cheaper price if they refer a customer is both insulting and idiotic. You want them to go talk to prospective customers about the brand that they now have a grievance with? It doesn’t matter if their objective would be to find you a customer. Whether they succeed or fail, the outcome is likely negative for Dimond.
I know nothing about Dimond’s bikes, business model, pricing or customer service performance except bits and piece’s I’ve come across on ST. They’re not of specific interest to me. However, it’s quite clear that many people have invested themselves in this brand emotionally for some reason. Responses to Dimond related comments always seem to be either ultra-positive or ultra negative. It’s rather odd…
This thread is fundamentally night and day compared to Rapp’s.
It kind of boils down to a non-customer of Dimond’s (in this instance and for the purposes of this discussion) being quoted a certain price (a customer price) and later not having that price honored by Dimond. Dimond could either honor that price or not. They were under no obligation to honor it. Sure, they could have said “our bad on the misquote, so we will sell it to you for $600” or they could hold steadfast to their policy. That’s their decision to make and I’m completely indifferent to it. Personally, I would have probably said “my bad” and sold it for $600 but Dimond chose to stick 100% by their policy. Okay. That’s their choice.
The Rapp thread is a whole different animal. Unfortunately, it will give this thread some credibility, and it shouldn’t. They’re not remotely the same thing.
Agree, they are totally different but they are both helping to paint a very ugly picture of the company.
Dimond should understand some people would have to buy secondhand bc of the price of their product. Idk but in my mind anyone that owms and rides a dimond makes that person a dimond owner. First hand owner, secondhand owner, whatever…but an owner nonetheless. They should have handled this situaton a little differently. Or let’s say if they truly cared about growing their brand and their customers and/owners (however you want to classify a secondhand owner), they would have handled it a little differently.
The Rapp thread is a whole different animal. Unfortunately, it will give this thread some credibility, and it shouldn’t. They’re not remotely the same thing.
They’re different animals, for sure. This is a tiny deal compared to that huge deal. The one common thread, however, is that in both cases, Dimond appears to be more interested in being right than rich; that winning an argument is worth any bad PR that comes as a result. These guys seem to think they’re made of teflon. We’re about to find out if that’s true.
I work in retail. There are lots of times I want to tell a customer or potential customer to go pound sand. But in this day and age of social media, google ratings, yelp, etc, you have to consider the costs of doing so very carefully. Stubbornness can and will cost you more than you think you are saving.
I often find that if I just let the customer vent, without interrupting, and when they’re finished say something as simple as “I understand how you feel. I’m sorry we made you feel that way. We don’t want unhappy customers. What would it take to make you happy?”, the answer is usually less than what I initially thought.
With regards to Dimond not selling replacement parts. They do. The thing is though, I am not convinced the OP had a Superfork to begin with. I asked a couple of times but no response.
The Superfork being in short supply was being produced as standard on the new bikes and as ‘thanks for being a customer upgrade’ for original owners of the old bike. Which I think is fair enough.
I am not sure that replacement parts were not being sold. I may be wrong.
He didn’t, he wanted to buy one. He was quoted one price, but then the price changed, and Dimond was firm on the change.
Probably could have been handled better, but that’s the whole story as far as I know.
He didn’t, he wanted to buy one. He was quoted one price, but then the price changed, and Dimond was firm on the change.
Probably could have been handled better, but that’s the whole story as far as I know.
In that case. The fact they offered him it at full cost is more than they offer anyone else.
The price likely changed because the information they were presented with changed. Even if accidentally. I get the OP being upset but he has displayed a lack of understanding about the product and pricing, a lack of understanding not matched by Dimond.
I don’t think this happened but … The worst case scenario is that the OP was bang in the money and that’s Dimond screwed up and wiped the wrong price. Even if that is the case I still don’t understand why someone would want to sting the company and hold them to that price though once they knew a mistake had been made. But I understand how some people would. I just don’t think it’s very fair.
JayPee I don’t aim to kick shit up here again. I frankly don’t understand why you’re as aggressive in your attacks against me and maybe it just comes down to poor communication on my part. Like I said over and over and over through this thread, I had a superfork that was unusable, I wanted to get the bike out on the road because I was excited about the bike, I called to get a price and they said 600. Then when I emailed them to place the order they said 1200. Everything that transpired after and my being pissed off and wanting to complain, comes down to the fact that they were shitty about the mistake that they made. Why is it so hard to grasp this concept? If your company makes a mistake, act like you care and maybe feel somewhat remorseful about it. It seems very clear that you’re pretty emotionally invested in the brand if you’re willing to hurl insults and allegations like you have throughout this thread. Or you’re just a good old fashion schoolyard bully.
For me, maybe I should thank you because the way that this thread has transpired caused Jimmy over at Ventum to go out of his way to make me a deal. Can’t help but think that your demeanor was some degree of a motivating factor, but that’s speculation. Either way, shit worked out pretty well for me and I am glad that I’m not tied to the brand that is Dimond at this point.
JayPee I don’t aim to kick shit up here again. I frankly don’t understand why you’re as aggressive in your attacks against me and maybe it just comes down to poor communication on my part. Like I said over and over and over through this thread, I had a superfork that was unusable, I wanted to get the bike out on the road because I was excited about the bike, I called to get a price and they said 600. Then when I emailed them to place the order they said 1200. Everything that transpired after and my being pissed off and wanting to complain, comes down to the fact that they were shitty about the mistake that they made. Why is it so hard to grasp this concept? If your company makes a mistake, act like you care and maybe feel somewhat remorseful about it. It seems very clear that you’re pretty emotionally invested in the brand if you’re willing to hurl insults and allegations like you have throughout this thread. Or you’re just a good old fashion schoolyard bully.
For me, maybe I should thank you because the way that this thread has transpired caused Jimmy over at Ventum to go out of his way to make me a deal. Can’t help but think that your demeanor was some degree of a motivating factor, but that’s speculation. Either way, shit worked out pretty well for me and I am glad that I’m not tied to the brand that is Dimond at this point.
I wasn’t aiming to be aggressive in my last couple of posts, apologies if they read that way. My initials posts may have been more spirited, mainly because I feel strongly about people trying to wangle an advantage over others. Not everything should bend to those that shout loudest.
I doubt very much that Jimmy from Ventum bases his sales decisions on my posts but if you feel he does then you owe me a beer. You can buy me that beer at Victoria 70.3. Dimond vs Ventum. Game on.
You’re racing Victoria? Deal! Loser buys beers!! pretty sure that’ll be me
Personally do not know much about the company or bikes, but thought I would state on the Quote.
There are actually a number of states where a verbal agreement is bound by law, so if he quoted 600, then legally he has to honor that according to a number of states in the US. On the other hand as weird as it appears if it had been in an email that rule does not apply, because it is not verbal.
With regards to Dimond not selling replacement parts. They do. The thing is though, I am not convinced the OP had a Superfork to begin with. I asked a couple of times but no response.
I didn’t know that was ever in doubt.
Picture isn’t clear cause I wasn’t trying to show that it was a Superfork, but you can make out the unique shape with the brake cowling off.
Why won’t my picture attachment show up?
Why won’t my picture attachment show up?
Don’t know, I believe you though, I just don’t think it was ever mentioned and I asked a couple of times.
The images are a pain, you have to upload them to something like tinypic.com and then use their IMG code link. That way ST doesn’t have to store and serve images.
Oh, yeah I suck at this whole forum thing. Facebook has ruined me for the effortless sharing of nonsense.
On an aside, I’d like to be a fly on the wall and Pros Closet with that frame I sent back. It hasn’t popped back up on eBay which makes me wonder if they’re trying to go after the guy that sold it to them or what. I can’t imagine that they like to take a 2000+ dollars hit.
Oh, yeah I suck at this whole forum thing. Facebook has ruined me for the effortless sharing of nonsense.
On an aside, I’d like to be a fly on the wall and Pros Closet with that frame I sent back. It hasn’t popped back up on eBay which makes me wonder if they’re trying to go after the guy that sold it to them or what. I can’t imagine that they like to take a 2000+ dollars hit.
I crashed my bike in November, hard. The insurance company sold it, some guy in Vancouver won the auction, broke it down and was selling the parts as ‘excellent condition’. The wheels were buckled and the brake track gnurled (spelling?), the frame seemed ok but who knows, the TriRig Alpha X bars had cracked around the risers screws underneath the base bar and were dangerous. Scary stuff. I reached out to a view try clubs and posted on ST … you have to be careful what you buy used!
Customer service is a really tricky thing, but at the end of the day you will never satisfy everyone.
I’ve just had some really bad service from my LBS (Torpedo 7 here in New Zealand). After 4 weeks, they finally got it right (assuming the courier drops the part off today as promised)
A number of years ago, I rode every sunday with a guy. He was a bike importer, along with some other products. He gave me a discount on stuff even tho he didn’t sell retail at that point. All good. Then he opened a store and I became one of his first and one of his most regular customers. I still got the discount. As he grew he got staff. Staff never gave me the discount, but he did. Still all good. Then I wanted some race wheels so checked his website to find out how much they were and at the time they were listed at $2100 per pair. No worries I had that much money so headed to the store. I got to the store and none in stock but they would order them for me. The price somehow became $2350! WTF? So I pointed out the discrepancy and the staff member said $2350. I called over the owner, and he said they couldn’t honour the $2100 price. I grudgingly accepted that I wasn’t going to get the wheels for $2100 so I said they should update the website. The owner said, “hardly anyone ever buys them so I’m not going to bother changing the price on the website”. Da fuq? I decided not to order the wheels, but rather, ordered them online from an American store. Even with shipping they came in under even the $2100 price here. I never shopped at that store again, and rather unsurprisingly, they went out of business. He even had to sell his house! Karma’s a bitch 
On the assumption that the OP has been truthfully relaying the events, that’s crap service by the manufacturer. There are any number of ways they could have handled it better, but I can also understand that no-one is 100% all the time. However, now there is one very public negative reaction to their brand and for a few hundred dollars, they could have had a really positive outcome instead. In this day and age, with “trial by social media”, it would probably have been better for them to just suck up the dollars and moved on, learning from the experience.
In this day and age, with “trial by social media”, it would probably have been better for them to just suck up the dollars and moved on, learning from the experience.
Obviously I think you’re right. The fact that this thread has now grown WAAAAYYYY beyond what I had ever imagined it would, I don’t know how it could be denied. They could have said, “We’re so sorry for telling you the wrong number. We can’t sell it for that, but we made a mistake so let’s work something out.” I may not have been over the moon, but I wouldn’t have come on here and pounded the keys. The guy I was talking to last night who was about to buy a marquise but saw this thread and hesitated, and is now in talks with Ventum would likely have already made his deposit with Dimond and never thought twice.
At the end of the day, attitude is everything.