Tetrafied
new member
Reged: 02/13/04
Posts: 14
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All:
I have heard and read great things about the customer service at Calfee, which is part of the reason why I chose to buy one; I LOVE my Tetra-Pro. However, the service experience with the company has been less than stellar.
While I didn't damage my body, I am sad to say that I had a near-wreck experience that did break a spoke in my front wheel and took a sizable chip out of the paint on my right rear seat stay last Tuesday. My local dealer suggested I email Dean over at Calfee and that they would send me out some touch-up paint. I did so along with a couple of pictures of the damage last Wednesday. After receiving no response, I then followed up again on Friday and CC'd Stella, who I read has since left the company. It will be a week tomorrow, and I have still received no response, even if just to say we will get back to you, or we are too busy, etc. Is this typical of Calfee? Is a phone call a better option? If so, for whom should I ask? Feedback/advice from your experiences would be appreciated.
Regards,
Ethan
aka Tetrafied
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Mike
contributor
Reged: 12/25/03
Posts: 101
Loc: Oregon
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Tetrafied,
It seems Calfee is undergoing some growing pains.
My wife and I have purchased 3 frames from them, and have always had great service.
Until now, that is.
Last year I sent the back end of our tandem in to have a cable stop added, and Dean had the work completed in two hours, and the bike shipped back the same day. My custom tetra is currently at the factory for a minor repair and nudification. It has been there longer than it took them to make it when I first ordered it. My LBS has had a hard time getting them to call back, and my phone message has also gone unanswered.
Everyone at Calfee was very prompt in the past, so I must assume they are just swamped.
I think Lon is right though, just keep calling until you get through. Once you have somebody on the phone, I'm sure they will give you the straight poop.
mike
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Dave_Thompson
prophet
Reged: 12/19/03
Posts: 717
Loc: Spokane, Washington
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I'm concerned about the service at Calfee. I've owned three Calfees and have been very vocal in my love of the bikes and admiration for the Calfee organization. However I recently sold my Luna Pro, which I purchased brand new last year, because of a finish issue that was brought to Calfees attention at time of purchase, and it was stated that it would be taken care of when I decided to send the frame back to Calfee. I elected to ride the bike for the season and send it back over the winter. When I emailed Calfee regarding this, complete with the original emails between Calfee and I, they said to send it in and "they would look at it". That is as far as I got. It sounded to me as if they were try to wiggle out of the promises made to me earlier. I do a lot of my business on the basis of a person's word to me. I felt that Calfee didn't keep theirs and rather that stew about it, I sold the bike at a considerable expense to me. I won't buy another Calfee, as good as their bikes are, because of my perception of the company.
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Steel lover, but then I like Ti with carbon too.
Licensed bike geek.
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Jas0n
journeyman
Reged: 01/26/04
Posts: 62
Loc: Westchester, New York
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i think calfee is getting a bit of a undeserved rep here. with the success of the company, comes added responsibility and work. given that the company has not expanded much, one could understand that they are inundated with work; they not only manufacture all of thier bikes completely, but they also service them. these are the reasons we love their bikes! they are hand made. they are labor intensive works of art. part of owning a calfee is coming to grips with this. that said, even though i work at a shop, i understand how difficult it is to sometimes get in touch with them. i choose to look at it this way: during those times when i cannot reach them, they are working to make another calfee owner happy, either new or old. give dean a call, their number is listed on the website. if you dont get in touch wiht him immediately, call back later. eventually, you will get in touch with him or someone else who can help you out. in reality though, you only have a chip in the paint and can still ride the frame; throw some clearcoat nail polish on it and ride the bike, scarred as it may be, enjoying the beauty of a calfee's ride. give calfee a chance before we turn so quickly on the company whose frames we love so much. i know firsthand that they do have remedies which are being implemented to help come to terms with their success and the inherent work load which it brings. lets stop complaining, and start riding. 
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eat to live, live to ride
if it ain't rainin, it ain't trainin
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Tetrafied
new member
Reged: 02/13/04
Posts: 14
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I appreciate your perspective on this, Jason. It is a very SWEET ride...and I'm grateful it was just a chip in the paint and not a chipped bone in my hip, or...
I didn't ride today because my quads still hurt even after a recovery ride yesterday, and I'm going into withdrawals. They say grateful people are happy people, and I'm happy...but send me some paint already!
Where is the love???
Would still buy another Calfee,
Ethan
aka Tetrafied
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Max
journeyman
Reged: 12/18/03
Posts: 69
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The best way to get service from Calfee or for that matter any other manufacturer is to purchase their product from one of their best dealers. Any manufacturer will always give their best service to their biggest dealers first. You always take care of the hand who feeds you the biggest piece of the pie first, and then so on and so on. If your LBS wants your business in the future, he should be working his butt off on meeting your needs, not telling you to go do it yourself.
My LBS last year sold 90 Calfee's, that's an average of almost 2 Calfee's a week, every week of the year. He's on the phone with Calfee every day. He got my customized Tetra in five weeks, and Christmas and New Years landed in the middle of that time period. I place a lot of heavy requests on my LBS and he does whatever it takes to meet my needs, and he will always have my future business and my referrals.
If I went to Calfee for something, I would not expected to get the same service from them as my LBS gets. Even if I had brought 3 bikes directly from Calfee, I wouldn't know my way around the company like my LBS that buys 90 a year. If you brought your bike from a LBS, let him earn his money you paid him..... your not suppose to be working for him. If you didn't buy from him I'd suggest finding a new LBS that does a lot of business with Calfee, and build a new business relationship with them.
My thoughts about Calfee Inc., it's a great company. There are 100's bike builders that would love to have achieve the success Craig Calfee has had. I believe to perception of Calfee is very positive to the majority of riders. Besides I don't ride perception, I ride a bike that meets amazing performance requirements and looks great while doing it, which Calfee fills that bill.
Good luck with you touch-up.
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MAX
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easypedaler
contributor
Reged: 02/08/04
Posts: 149
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I agree with Max. Best way to get service is though a LBS that deals with them. Maybe that is one change they are doing. Wanting to deal with LBS dealers than with individual customers. Maybe or maybe not. In the end, am sure your calfee will be taken care of and calfee will reoair with their loving hands that built it. good luck.
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Lon
sage
Reged: 12/20/03
Posts: 595
Loc: Pittsburgh, PA
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I agree with others these are some growing pains. When I bought mine you never saw them mentioned much and now people all over have heard of them. Of course more orders mean more work which means ...
That said I have never had a problem with service. As I stated before I call until I get a live voice and person. The last time Dean helped me his mailbox was filled. I think I called three times and got him. I'm sure he does not want his mailbox filled with voice messages anymore than I would. The trouble is there are only so many hours in the day. Dean is a hands-on person who tries to do it all himself to a large extent. I'm the same so it is easy for me to relate to it.
Recently I had a question about something and I ended up having a wonderful conversation with Craig. This was far from the first one. He answers the phone and that is how I got him.
Dean has been a tremendous help to me several times. It is just a matter of reaching someone and treating them the way you would want to be given a reverse of the situation.
I have had similar experience with other companies that others say won't provide service. I don't have problems.
With Stella gone they will be more swamped than ever. However the key to remember is that both Craig and Dean REALLY CARE. However you can only do so much in any given day. Reach them and all will be fine.
The big dealer is a great idea if you have one. We don't out here.
Happy Riding.
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Kevan
journeyman
Reged: 12/22/03
Posts: 70
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Let's not forget that these manufacturers are in the heat of their busy season.
Go into any store and watch how phone calls are treated. For some reason us humans have been conditioned to run to a ringing phone drooling and ultimately give the better, or perhaps more accurately, faster service to the person on the other end of the line. Call them. I'd imagine these guys are running about the shop building bikes and the only acceptable interruptions are customer visits and phone calls. These guys ain't sitting at monitors all day such as many of we.
That said, I hope Calfee is looking to get someone as spirited as Stella to step in and be a voice for the firm. Someone there has to keep us at bay.
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dhoward
new member
Reged: 01/31/04
Posts: 22
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I can relate to all of the feedback so far. I receved my D-fly back last week and hate to stop pedaling, but I gotta pay the bills.
I would get frustrated when I called Dean and his mailbox was full or it took a few days to get a response, but when I do speak to him or anyone else at Calfee I always feel like I am the # 1 priority and at the end of the converstation all questions are answered and I feel good.
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SpinDoc
friend
Reged: 12/24/03
Posts: 35
Loc: Columbus,Ohio
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I agree with Lon's take on this. Call Dean. I had trouble with email communication too but once i made a hpone call I had no problems at all.
Sorry to hear that dave but I will always buy Calfee's from now on. Even if Calfee is going through some growing pains, it's worth the hassle for their product IMO. That said, I've never had any problems whatsoever and I had a frame repaired in less than 6 weeks like new when I broke the thing in half.
Stella might be gone guys but I can't see how they can afford to leave her post vacant. They've GOTTA hire someone to replace her, marketing is way too important.
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easypedaler
contributor
Reged: 02/08/04
Posts: 149
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I agree with spindoc.Sooner or later they will replace Stella with an equally great rep. Great companies like calfee hire quality people.
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KenW
new member
Reged: 03/22/04
Posts: 1
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I just received my Tetra Tri back from the factory after they gave it a new look paint job. Although I am satisfied with the work performed the job took 12 weeks instead of the 6 weeks I was told it would take. I also had experiences of unreturned e mails and phone calls. Love having the bike back and look forward to getting it built back up but the experience has tainted my enthusiasm for Calfee Design as a company. I would not recommend sending your bike to them to be painted unless you are prepared to wait 12 weeks.
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Max
journeyman
Reged: 12/18/03
Posts: 69
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Most good LBSs know of a good LPS that can do just as good with a lot shorter turn round times.
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MAX
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easypedaler
contributor
Reged: 02/08/04
Posts: 149
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If you had your bike repainted from someone else, would it void the warranty on the calfee frame?
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Max
journeyman
Reged: 12/18/03
Posts: 69
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That's a good question, and I have forward it to Craig Calfee. Let's see what he says.
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MAX
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Max
journeyman
Reged: 12/18/03
Posts: 69
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After reading the warranty, it does mention unauthorized modifications will not be covered. We'll see if Craig considers repainting by a third party to fall into that category. I think it very well could, because if whoever was repainting your bike, if they didn't know how to strip it properly they may end up damaging the carbon fiber. Good, good question.
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MAX
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Kevan
journeyman
Reged: 12/22/03
Posts: 70
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I'm willing to bet "yes". Why would Calfee risk suffering someone's misforture for ailment that might be related to work they didn't perform.
If on the otherhand you're a second owner, w/o guarantee, then the only risk you have is the stripper/painter's talent or lack thereof.
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easypedaler
contributor
Reged: 02/08/04
Posts: 149
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You mean someone would actually dare sell their beloved Calfee 
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skuke
captain
Reged: 12/22/03
Posts: 323
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Quote:
Max wrote:
That's a good question, and I have forward it to Craig Calfee. Let's see what he says.
LOL! This thread started as a complaint on Calfee's poor communication response as of late (for whatever reasons). You seriously expect to get a reply?? 
FWIW, I'm one of those who praised Calfee on the great service I received. ...But it's been 3 1/2 years since I needed anything done.
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Skuke
95 Carbonframes Tetra Pro
92 Bridgestone MB-1
90 Moser 51.151
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Lon
sage
Reged: 12/20/03
Posts: 595
Loc: Pittsburgh, PA
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Skuke,
Nothing has changed from your experience 3 1/2 years ago.
About a week or so ago I had a very enjoyable 1/2 hour conversation with Craig on the phone. Fact is he answered the phone. I was calling to ask Dean a question.
It is not nice to criticize without first hand knowledge. He is the same great guy he has always been. We talked several times when I bought my Calfee and that was 2 years ago last June.
Did you ever think how many e-mails he must get? Plus he has his job and other responsibilities. He was just back from a trip concerning carbon fiber production when I talked with him. I remember he showed up to show my LBS the new Fly and he had sold a grand total of 2 at that point in time. He was traveling to every dealer at that time.
Craig is one great guy who is in the business he loves and he is supporting production here.
As I stated in the past the service and communication I have received has been nothing short of outstanding.
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skuke
captain
Reged: 12/22/03
Posts: 323
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>Nothing has changed from your experience 3 1/2 years ago.
Oh really?? Are you telling me the people posting about poor communications with Calfee Design are lying? Mistaken?
>It is not nice to criticize without first hand knowledge.
I was not criticizing. Although when I reread my post, I can see how you might misinterpret my "tone". But do note that I did put a smiley (with tongue sticking out) at the end of my "criticizing" question. I was just trying to be a smart ass with my earlier post.
>He is the same great guy he has always been.
That's wonderful. But why are there seemingly so many complaints of poor communications as of late? Go look in the old forum, they're there too. The people here with the bad experiences are not complaining about Craig Calfee, per se, but about Calfee Design. Yes, he's the man in charge and everything is ultimately his responsibility, but please don't confuse Craig personally with the company's behavior.
>Did you ever think how many e-mails he must get? Plus he has his job and other responsibilities.
It doesn't matter if he gets a million e-mails and phone calls. Fact is that great customer service and relations are very real and important issues in todays world. This is probably even more important when a customer is spending the money for a high end, expensive bike. Also, part of his job and responsiblities IS responding to calls and emails. Whether he does this personally or hires somebody to take of the function is less important. What is important is that it be taken care of.
Let me state right now so there is no further confusion. I have only had good experiences with Calfee Design and Craig Calfee. I give them an "A+" for communication and service as well as making a great bike. However, having said that, I am worried about the complaints in the last ~12 months.
I feel personally responsible for the sale of at least 2 Calfee frames. I've loaned my Tetra frame out on extended rides to friends and have praised their service as a selling point. Since my loyalties are more to my friends than to Calfee, I now feel obligated to share the concerns of some of the poster here as well as my experiences since my data points are fairly old.
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Skuke
95 Carbonframes Tetra Pro
92 Bridgestone MB-1
90 Moser 51.151
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Jas0n
journeyman
Reged: 01/26/04
Posts: 62
Loc: Westchester, New York
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i think people need to realize that for a customer to get any kind of communication straight to a producer of bicycles is largely unheard of. try calling up trek and speaking to someone about your messed up 5900, let alone the c.e.o of the company; there are reasons that they choose to distribute through dealers. dealers are the means of communication which customers should embrace. they are usually able to answer many of the customers questions, and if they can't, they are more able, as far as time and experience goes, to get in touch with calfee; it is their job to serve the customer! you must realize that they have to make the bikes you are complaining about. if you have a problem, contact your dealer rather than going straight to calfee. if everyone calls them with every little issue, they would never get anything done. give them a break. try working in the industry. calfee has much better customer realtions than anyother company i have dealt with. think about the way santa cruz bicycles has dealt with their recent increase in sales; even dealers can hardly reach them and they often underestimate the delivery of bikes by 2 months! how about a 2 year waiting list for a rivendale, and they're just steel! chill, ride your bike, and enjoy life.
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eat to live, live to ride
if it ain't rainin, it ain't trainin
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skuke
captain
Reged: 12/22/03
Posts: 323
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Quote:
Jas0n wrote:
i think people need to realize that for a customer to get any kind of communication straight to a producer of bicycles is largely unheard of. try calling up trek and speaking to someone about your messed up 5900, let alone the c.e.o of the company
I think that is one of the smaller reasons people buy a Calfee; to speak to THE person who is building the bike. Yes, he has people doing the day to day operations, but in effect, when you speak to Calfee, Dean, Stella... you ARE talking to the person doing the build. Personally, I don't want to talk to a robotic welder, but I surely do appreciate talking to a human whether it's at Calfee, Trek, Giant or my LBS. I'm special, just like you. I like receiving special attention, just like you. All these people are asking for is a response. ...even if it's to tell them it'll be another 8 weeks. They may or may not like the response they hear, but I know they appreciate hearing it rather than getting the impression they are being ignored.
Go back to their website. There is a Contact page. My expectation for using the information there is that I'd get a response in a reasonable amount of time. If Calfee wanted us to use the LBS as main contact and liason (I'm not saying they don't), then they should state that on the contact page. In fact, it's very specific on which issues you should contact the LBS.
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Skuke
95 Carbonframes Tetra Pro
92 Bridgestone MB-1
90 Moser 51.151
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SpinDoc
friend
Reged: 12/24/03
Posts: 35
Loc: Columbus,Ohio
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Quote:
All these people are asking for is a response. ...even if it's to tell them it'll be another 8 weeks. They may or may not like the response they hear, but I know they appreciate hearing it rather than getting the impression they are being ignored.
I dunno Skuke I've noticed some folks are just pissed about the elapsed time. I think some folks will never be happy or have unrealistic expectations.
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Kevan
journeyman
Reged: 12/22/03
Posts: 70
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Why not take this issue from a business perspective. Anyone know what Calfee's weekly production is? How many repairs? Repaints? How much time does it take to turn out a Luna... a tetra...a custom tetra or d'fly? And those damn tandems are a real time burner. Dealing with employee issues.... suppliers.... delivery services... rent etc. Managing a business like this has to be like having a king kong on your back.
This is his most taxing time, so he needs a break from this level of complaining. This forum has... what... 25 active participants, but each day Calfee is trying to make many more people happy with their new bike. I'm sure he's well aware of our communication concerns, but my guess is he's working harder on his production line. Stella was a knowledgeable contact, and my guess is he can't just hire someone off the street with similar talents. It'll take time.
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Lon
sage
Reged: 12/20/03
Posts: 595
Loc: Pittsburgh, PA
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Skuke I'm with SpinDoc on this one. Some people complain way too easily and get upset way too easily. I've had service within the past 12 months with absolutely no problem whatsoever. And this has been twice and not just once.
I had paint chipping problems. Dean said they would look at it even though the bike was 2 years old at the time. They agreed that I had an abmormal number of chips. They stripped it so I could change from cabernet red to clear and they did not charge me. Later Dean sent me a full touch-up kit for the clear when I got my first chip.
My service has been in the last 12 months. I'm in business and I see and hear people complain all the time. They don't see both sides of an issue but rather are focused on themselves. When you start to work cooperatively with people then it all jives.
Skuke don't take what I said so hard and personally. I was commenting more on what others had said and your defense of them. Being in business I hear complaints that are groundless over and over and over and over. Life is too short. We all need to get out and ride more!
I think you would find that if you approached any service issue well the result would work out. Quite a few of the complaints in the past have been what SpinDoc said on the time involved in getting a frame or a repair. I never worry about that. When they can do it and do it right it gets done. They are not a production line but a limited production line.
Happy Riding Everyone!
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skuke
captain
Reged: 12/22/03
Posts: 323
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>Some people complain way too easily and get upset way too easily.
Yes, I agree. It's much easier to complain than to praise. However, that in no way lessens the severity of their complaint. Perhaps they really do need to just get out and ride more to reduce some of that stress.
>Skuke don't take what I said so hard and personally.
No worries, I'm not. This forum, like all the others I've been on for the last 12 years or so, are for expressing your opinion, commenting, debating, chatting, agreeing, disagreeing...
To paraphrase a sig line I like: I may completely disagree with what you say, but I will defend with my life your right to say it.
>I was commenting more on what others had said and your defense of them.
I know, I understand that. But my main point is that Calfee Design is a business and has customer issues like all businesses. How they respond to them is what's important. From my perspective, communication with a irate customer is near the top of the action item list and Calfee Design *appears* to be slipping. Do you disagree with that assesment?
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Skuke
95 Carbonframes Tetra Pro
92 Bridgestone MB-1
90 Moser 51.151
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skuke
captain
Reged: 12/22/03
Posts: 323
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Quote:
Kevan wrote:
Why not take this issue from a business perspective. Anyone know what Calfee's weekly production is? How many repairs? Repaints?
I don't have a clue. But also consider how many Calfee owners may be upset because of a communication breakdown and don't know about this forum. ...Or they don't complain on this forum. Of course, the converse is also true of praise and compliments.
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Skuke
95 Carbonframes Tetra Pro
92 Bridgestone MB-1
90 Moser 51.151
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Jas0n
journeyman
Reged: 01/26/04
Posts: 62
Loc: Westchester, New York
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its said that for every 100 customers that you please, 1 of those customers spread their praise; for every 10 that have a problem, 10/10 will usually complain, and complain loudly to anyone who will hear. i think we generally hear more of the worst, than the best. but so it goes.
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eat to live, live to ride
if it ain't rainin, it ain't trainin
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Lon
sage
Reged: 12/20/03
Posts: 595
Loc: Pittsburgh, PA
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"I know, I understand that. But my main point is that Calfee Design is a business and has customer issues like all businesses. How they respond to them is what's important. From my perspective, communication with a irate customer is near the top of the action item list and Calfee Design *appears* to be slipping. Do you disagree with that assesment?"
In regards to the above from my experience in the last year I don't agree with them. I think they sent one e-mail and set to complaining. Or the dealer said they would have a bike in 6 weeks and it took 12 and they set to complaining.
As I said I've had service from them twice in the past year and it has been superb. I call at a good time of the day, get Dean and all is fine.
As far as wait times there is no good way to estimate them. They are only so big and can only make, repair or paint so many bikes. Estimating wait times would only be possible if you knew exactly how many bikes you will sell and how many will come in for repair.
In my business I deal with books and software. Books are like low end bikes they come out in quantity and on time. If a book is running late you get bunch of additional editors and you get it done. So when I promise a date with a book I know it will be close barring anything unforeseen like paper shortages or a problem in printing or binding. I know we'll get it done on time.
I've learned never to make promises with software on when it will be out. As it was explained to me once the book is easy to keep on time because there are plenty of good editors to add to get it out on time. With software there are only a limited number of people that can produce the product you want.
Calfee is like the software. They are limited production and you just can't pull somebody in off the street and have them doing it quickly. So dependent on orders the wait times will vary.
When I order my next Calfee...whenever I have any money and with a son in school who knows when that will be...I will not look at a calendar. When it gets here fine. I know they want to get it out and shipped so they will get paid. To think that they hold up anything on purpose or by design is crazy. They don't get paid until it gets to the dealer.
I did not watch the calendar when I ordered mine. I saw no reason to knowing how manufacting on a limited production basis works.
The major complaints I remember are time waiting. I see no validity in that complaint. They turn out as many as they can as fast as they can. That is how they make money. But they don't sacrifice quality for speed. I've heard some complaints on repairs and repaints. The same applies. The only other complaint I remember much of is not getting an e-mail reply back. That is why I call at a good time. I've never had much luck with e-mail to any company. It gets the lowest priority. You really are better off with any company to get a live person.
Now I'm off to ride today. Snow is forecast for tomorrow. 
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garygromet
friend
Reged: 01/28/04
Posts: 36
Loc: Miami, FL, USA
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I was very pleased with the warranty work that Calfee did on my Dragonfly tandem. It was as quick as possible since a tube had to be replaced, which on the tandem requires unwrapping the tube at the head tube and at the captain's seat tube. Take a look at the picture of the head tube and adjoining tubes (the middle one is the front lateral) after repairs:
headtube
The rewrapping is no mystery but how the unwrapping occurred remains a mystery.
The bike came back as good as new. I think it was in the shop for 5 work days.
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vaxn8r
contributor
Reged: 12/19/03
Posts: 222
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As I now actually have my bike....
It's the most perfect bicycle I have ever ridden and for that I am more than willing to put up with a few inconveniences.
Let's go ride our bikes.
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KYCalfee
friend
Reged: 01/08/04
Posts: 35
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Service Update,
I just wanted to provide some new feed back about Calfee Service. I emailed Dean this afternoon regarding my Tetra Pro. I have 2 nicks in my paint job and was looking for some Touch Up paint. Within 4 hours I had a response from Dean. He looked up my Serial number and verified I had identified the correct paint for my bike. His email indicated all of this information and that the touch up paint was on its way UPS ground. I know this is a minor issue, but I don't know how I could have received any better service.
KYCalfee
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