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

My story was a lot like yours Dave. But mine ended up differently because my lbs stood behind me to help rectify it.

I went over in detail with my lbs the exact paint and decals, everything. The lbs called Calfee twice to confirm and I spoke with Stella twice personally on the phone.

Well, after 3+ months the bike comes in and is not painted exactly how I ordered it. Even after my last words on the phone to Stella were "take your time, no hurry." and she said" As long as we get it right. Right?"

Anyway, I went to Santa Cruz with my lbs guy. and approached Stella. You know, I can relate to you Dave in how she/they responded at first. Stella pulled out the order and showed me how my details weren't clear enough and that it had to have been my fault. But what about the 4 phone calls clarifying the order? They had no record of those. As far as they were concerned they filled their part of the contract, even though the painter went ahead and assumed how to do it with incomplete notes.

Long story short. My lbs handled it all. The matter ended up going straight to Craig who graceously stood up and made me a new bike...the way I wanted and in about 6 weeks. Not 3+ months like the first time. If I have any complaint now, it's that there is no way to know where you stand in line with Calfee. You may get your bike in 3 weeks or it may take 3 months and there's no easy way for the lbs to find out what's happening if there is a hang up.

The Tetra Pro is an amazing bicycle. It's a work of art and, if possible, rides better than it looks. If it isn't perfect it has to be as close as you can get. I have no hesitations in recommending Calfee, even after what happened.

I guess I will say this. They say they will do whatever custom paint you want. But when you order what you want it's a bit confusing. They/Stella didn't seem excited or thrilled with my order, it seemed like it was more of a bother to her that I was ordering non-standard (different than they usually do) paint. Maybe that's part of why she's gone. Maybe it's burnout from dealing with anal people like me who know exactly how they want it. Anyway, funny thing is I don't think my order was complicated. It's pretty much what's shown on their internet site. Stella claimed she'd never seen an en-fuego paint job....she said she didn't know what was on the internet site. Whatever, I found that weird....man, just log on and there's a picture of what I want.

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