Originally Posted by
Dave Kirk
So I realize that you didn't intend to call me out here but since I'm named I'll respond.
First off every design gets signed off on before it's built which cuts way down on any chance that you won't get what you want/expect. This takes care of the vast majority of the potential issues such as the client getting their measurements wrong. If the body numbers provided to me say the bike should be a 64 x 52 with a 78* seat angle it doesn't just get built. Everything is gone over until it all makes sense......... body numbers, photos and/or video of the rider on their old bike, lots of questions and the such are all needed to get it just right. All these steps are taken as it's just too risky to do it any other way.
Given the above I have only had one person who wasn't happy with their frame when they got it. It was an issue with the color.......... they expected one thing and got another. A simple misunderstanding. So I took the bike back (at no cost to the client) and had it sprayed the color they really wanted and then they loved the bike. Yes I am in Montana which is far away from many clients but I have a phone and email and I am very responsive to both. In fact I've had only about 6-7 folks come to Bozeman over the years to get the personal treatment and every other transaction has been by phone and email. So there is no need to come here to make a purchase or to talk about an issue. I'm working with a client right now who is in Norway which is as far away as you can get I would guess and it's gone perfectly well......... to me it works just the same as if they were in the next town over.
Additionally....... if you pick your builder well and with consideration you won't end up with one that says "oh well" if there is an issue. Folks like myself simply don't say that and do everything humanly possible to avoid the situation that could lead to that. As a small business that sells stuff to folks who tend to spend a good bit of time online speaking their minds I simply can't tell folks to step off even if I wanted to. It's paramount that the customer be happy which means answering calls and emails, sharing the design process with them and being there after the sale if need be. That's just how it is.
I personally see it as no more risky than going to a shop an hoping you like what you get there. I've done the shop thing and seen things that would make your hair curl.
I'm out - send Richard a few bucks to help get Will D where he needs to be. Give the kid a hand.
later,
dave