dude, any bike shop would be a little pissed that you are airing out your dirty laundery to the whole internet.
i'm pretty sure you won't find too many shops that would be totally cool with that.
no sympathy here … a tech geek should know about posting on the web where everyone can see
See, this is why I was so surprised by the confrontation. There was nothing DIRTY here. Even they said they didn't read everything. I do appreciate what BSP has tried to do. I know that OGC will take care of me. I called OGC today, and it looks like things are going to be right as rain. What stuck with me most out of that conversation was: "Whatever happens, we are here for you the rider. Just give us a call." That's a big WOW for me!
This was very much a learning experience. With this post being here, this will help others know what to expect when dealing with shops in regards to defective products of any kind, not just Manitou. I was shocked initially about how it was dealt with, but after understanding what needed to be done and how things are done in this market, I can totally say that BSP did everything they could do. OGC backed them up saying it is really difficult for them to just "Exchange" a defective part like that.
As a retail veteran of 16 years, (retired now), I am always happy to receive any sort of feedback I can get. Some people will give it to you directly. Some people will not or may hide their true feelings even if you confront them. The Internet gives people a way to express themselves and to not hold back on what they feel is wrong. That is the true power of the web: Freedom of Speech. I wish my customers in the past could tell me what I could be doing more of, without having to press them for answers. I would be thrilled to know that my customers feel that they were being given service they felt was genuine, but I would also like to know what things could be changed to make them feel even better about purchasing their favourite products.
And since I am a tech geek, I work with many companies that WANT my direct feedback on their products and their service because I won't hold back. In exchange, they make better products that people want to buy. If companies are afraid of feedback, good or bad, they shouldn't be in business. If they listen, and improve, they will have customers for life. I'm proud to say that because of my contributions, many companies have gone from mediocre, to outstanding.
Although I feel that things could have been done a bit differently, I don't feel that anyone was not genuine in their service. But I am looking at the situation from a completely different set of eyes, but maybe that's a good thing, and maybe that shows that there is this potential for the industry to grow a lot.
Bikes:
2005 Trek Session 77
2004 Specialized P3
2003 Giant TCR ONCE Team Road Bike
For Sale:
2004 Marzocchi DJII - NEW! PRICE LOWERED!
Tech Geek that likes to Freeride. Visit my stuff at: www.futurelooks.com and for that laptop fetish, www.laptoplifestyle.net.