Cervelo warranty nightmare

Making a long story short.Bought a 1998 P2, rode it for 2 years before the seat
bolt snapped.Ordered a new clamp, the seat post would never tighten again.I
think there is a crack in the tube.The warranty is good for 4 years.
So I pay my mechanic to strip and ship the bike to Cervelo($150 total).It then
comes back with just a new set of cams and the same problem, and another 50 to
put the bike together.Understandable but read on, it gets better.
Cervelo offers me an RA to ship the bike back for free.I pay to strip and box
it,another $50.However they instruct me to claim a $0 monetary value of the
package so they do not have to pay the taxes when it crosses the border.I
cannot take insurance out on the package.And yes I have a copy of these
instructions from them.
So, according to Murphy's law, the bike arrives in Canada damaged.They claim
it's not their fault and give me 3 options.
1- pay $200 to fix the bike that they told me not to insure..and BTW when I
shipped it the first time to them out of my own pocket I insured it for its
value.
2-pay$600 for a new P2k,the crash replacement price.
3-pay $1000 for a new p3,also crash replacement.
It wasn't crashed,,,hello.

I refuse to pay any more money for a bike they cannot fix, the ongoing seat
problem.They want to use shims.I paid $2000 for it, I should not have to use
shims because of their poor design.
If you add all the costs out of my pocket for sending it back to them, it comes
to $2250.Now they want more money to fix it.If I took them up on their offer I
end up paying from $2450 to fix all the way to $3450 for a replacement p3.
I called 2 weeks ago and asked if they could lower the prices....they haven't
called back.
I have had warranty work on 2 other bikes over the last 10 yrs from other
manufacturers and never had a problem.
Buyers beware, I think this customer service is ridiculous.
Gerard are you listening, your always on here telling us how good your products
are.

I have been very patient in dealing with this situation.My intention is not to
smear Gerard or his personal reputation.I am only reporting the facts as they
happen.Hopefully he does read this post and addresses it.Thank you to all the
RST's who have mailed me.

I gotta say that I agree with Emilio (the KING of customer service!). It
seems too many times the internet ends up being an unintended smear.
In fact, Emilio, remember when a guy asks a wetsuit question here? You
are an expert so you respond. Then he jumps on you for advertising on a
newsgroup. Just not fair - likewise this Cervelo post probably is not fully
fair either.
For illustration, we have one responder who now might not buy this
product. On the other hand, I, as a satified Cervelo customer who has dealt
with their customer service, wonders what you did to them or what the whole
story is. Neither end of the spectrum is probably fair, but that's what ends
up happening.
Admirably, Gerard doesn't seem to take any offense and usually comes to
the rescue. Please report the happy ending when it happens.

Best Wishes.
Good Luck!
David
Never give up, Be satisfied w/ your best, Do unto others.....

"Dan O'Brasky" <audiovis@> wrote in message news:<32w7b.42036$Dg7.17840@nwrddc02.gnilink.net>. ..
> Grow up! First of all I doubt they told you not to declare a value or
> insure if the product was going back for repair. I have done business with
> Canadian companies and never has anyone said don't insure it or declare
> value. Plus, customs has no idea what the package is insured for as it is
> not on the packing/shipping sheet.

I believe him. That doesn't mean I agree with his actions.

It takes some restraint, when you follow the PUBLISHED customer
service process and feel you have been damaged by it. It is tempting
to strike back in a public way, even though that won't make you whole
either.

This fellow did two or three things to set his situation right; some
of those actions cost him additional money. Unfortunately, he MIGHT
have found the remedy if he had gone another step or two. No one
knows.

You have to give the process a chance to work before you invoke the
attention of the CEO. He definitly seems to have done that; he just
didn't follow up with the CEO, as the process broke down.

At what point does it stop becoming a "buyer beware" thread and turn
into self-serving vendor bashing/venting?

On a more general note, the RST "village" has a low tolerance for
posters who are critical of specific members of the tri-community
(IMO). Right or wrong, folks will come out of the woodwork to place a
substantial burden of proof upon you when you express dissatisfaction
with:

Race Directors
Volunteers
Vendors

These are all scarce resources that could walk away from our vanities
at any time - - so be ready. I am sure a "normal" life calls out to
them daily, so be cool, be courteous.

Other than that, it's always open-season on people who DRAFT. : )

rsquared

In response to my buddy Dan.Yes I do have a copy of the return authorization
instructions from them.
I am the original owner.
The first time it was back my LBS accepted it when it was still in the box.
I went up the chain of command for months and got a call today with more
problems from them.
I have all the reciepts and letters.And I wish I could speak with you in person
about your comments to see what a big man you are.