I wanted to share a story about some great customer service I experienced over the weekend.
Saturday morning my wife and I were washing our bikes before we left to head up to Appleton, WI for the High Cliff Half Ironman race. We washed hers with no problem, but when I threw my bike up on the stand to clean the chain I was horrified to discover this:
Simultaneous thoughts of OMG I have to buy a new bike - TODAY. I have to race on a new bike - TOMORROW. I start my specific cycle for Kona - ON MONDAY. Crap.
After those first few seconds of thought, I exclaimed a few appropriate 4 letter words; calmed down a bit and remembered that Cervelo backs their frames with a Lifetime warranty (Thanks Gerad).
Emery’s - the shop I purchased the bike from and take it to for service opened at 10 am, so I was there at 9:55. I spoke with Brent (the owner) and explained that I had a wee bit of a problem along with the situation. Brent immediately (after suggesting we fix it with duct tape and bubble gum), had one of his lackeys look to see if they had a 56 dual in a box or built up, while he started to take measurements to possibly get me on something else.
Turns out they did have a 56 dual in the shop - Brent put one of his best wrenches (IMO) on the job of swapping all my stuff over to the new frame.
Long story short Emery’s did an awesome job of getting me on the road, reducing the stress of the situation. I’ll be honest I didn’t expect to come out of it so easily, I’ve never had a bad experience with Brent and his staff - mine have always been stellar, but I know some people that claim to have, or aren’t a big fan of his practices.
Anyways that ends my public thanks and praise for Emery’s - thanks.
Sorry - I took it at the bike shop when I was picking up my bike after the frame swap, they were close to closing, and I needed to hit the road and yada yada yada.
Anyways, it’s a crack in the seat mast (Cervelo Dual), that starts about dead center of the front of the tube and stretches all the way to the back on the drive side, all about one inch above the braze-on.
I’ve not got a tale like that to tell (thank goodness), but I second the high praise for Brent and his troops. Been in there a few times over the years as a MKE native and was always impressed by their professionalism.
How were your High Cliff experiences? I think I’ve found a new favorite run course. Trails, shade…mmmmm…
I too have nothing but wonderfull experiences at the store. Brent Goes a ways out of his way to make sure you are happy with every purchase that you make there.
Ok, that’s what I though. When you said “get a new bike today” I assumed you were going to pay for it…From the LBS’ perspective they see a happy customer and know that Cervelo will take care of the frame, so they’re out no money and have gained a ton of good will with you. If only my LBS that carried Cervelo was like that.
I had a positive experience there last summer when replacing the frame of my E9 under warranty. Bike was still rideable, and their Trek initially rep told them that it had to be shipped back to their factory to inspect before they would replace. Joe convinced their rep to bring them a new frame without sending in the old one first, keeping the turnaround time for me to two days rather than a few weeks.
Now for the real important question about your new Dual frame: silver or yellow?
