What are people’s experiences with Felt’s customer service? I bought a new B2 in September and have only been able to ride it a handful of times…It has been in the bike shop for 80% of the time. First issue was with a broken seat post clamp (Turn around time was about 3 weeks). Next issue was the front wheel had bad barrings (in and out of shop for about 2 months) Still waiting on the new or repaired wheel to get back to the bike shop…While I was waiting this week the back wheel started doing the same thing…I am concerned about the turn around time on this one…
I started to think it had more to do with the Bike shop that I was dealing with then Felt, but today I finally got to speak with the Felt rep while I was at the store and to say I was very disappointed would be an understatement…I am doing IMCDA in June and I would like to be training on a TT bike not my old road bike.
It is hard enough to put in a lot of training hours, so the last thing I want to be doing is running back and forth to the bike shop…
Anyways, in all fairness to Felt I actually like the bike when it is working, but not too sure about the customer service right now…and really question whether I would purchase from felt again…I am going to take my bike to a different shop to get this rear wheel thing figured out, and I am hoping for a better experience. When I emailed Felt about 3 months ago, they said there first line of communication was the bike shop, so if this does go better, Felt might want to make sure they are careful about who they allow to represent them!
I have both a FELT B2 and a F3C and have also had issues with the seat clamp, they sent a new clamp and seat post within a week. I would say it was the bike shop, my training partner has a DA and his seatpost broke at the clamp (I think it was over tightened) and felt sent him a new frame and he was back up within 10 days. I would let FELT know you are unhappy with the service, maybe they will put some pressure on the shop to do the right thing.
Felt like some other companies for better or worse relies upon their dealers as they said.
Frankly, I have had 0 problems with my B2. I was just reflecting on that on my ride yesterday. It’s my first really modern bike with things like an aero seatpost, horizontal dropouts, let alone an integrated front end, and the rear brake placement. However, I haven’t had a single problem, except Tom D. are you listening, I flatted my Vittoria on the second ride, haha.
Thanks for the reply…I got a feeling it was the bike shop, so if things work out I will make sure and send some positive feedback, and drop Felt a little email about the LBS
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In my experience with Felt was not at all positive. After several problems with my B2 the L B S was not going to replace a defective part, when I contacted Felt with the problem I was told to bring beer to the LBS in order to have the defective part replaced.
You can rest assured that the issue is the LBS, not Felt. Even if Felt had an issue sourcing an OE wheel (that they did not even make) they would, or the LBS would get another wheel.
What I have seen in the years when an LBS just cant seem to get warranty support - they are on credit hold, out of contract or something.
My experience with Felt was also very poor. They really did not make me happy after repeated seat clamp failures. I dealt with them directly and was able to elevate it well beyond normal customer service channels and in the end though I did get a new clamp that actually fit and was made for my model of frame I got way too much lip service. In fact I had gotten a voice mail from their road brand manager and after returning his call he never did get back to me to verify if I was indeed happy. Felt also tried to put the blame on the LBS but reviewing the facts convinced me that they were not willing to do what was right for the consumer and in the end I was left with little faith in the company or in their pathetic seat clamp design. I know that they have since gone through a few revisions and now have a stainless steel clamp but hope I won’t need it even though I will not be surprised if I do (so far on clamp no. 5). I do love my bike (07’ DA) and this year got a new road bike to go with it and even though the new Felt road bikes like the AR are pretty, my lack of confidence in their company caused me to get a Cervelo instead. I have seen their customer service firsthand on a friends frameset and was suitably impressed.