Re: Best way to get service from Calfee?: Bikefanclub.com

"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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