My Rambouillet (only road bike) has now been gone for repair going on 8 weeks and I was told a couple of weeks ago that the bike had been shipped from the frame repair shop to the painter. When I found out that the bike had been shipped to the painter I asked if it would be possible to pick it up in Sacramento (bike was repaired there and I was going to Sacto for the day) and Riv said that it was in Chico with no mention of the fact the painter never acknowledged receipt and was not answering phone calls so they speculate that he might be on vacation. Getting the whole story took numerous emails.
Unfortunately, I haven't had a very good experience dealing with Riv. I rarely received repair updates unless I constantly emailed them and the final straw was the painting. Other lacking customer service was at the start of the repair when Riv said that they would send the bike to Bernie Mikkelsen for the repair and a few days later Riv said the bike would go to Steve Rex. When I asked for a clarification Riv responded that I could go ahead with Bernie if I chose but Steve Rex is dependable. I wouldn't question their recommendation, so why turn it into a selection on my part? Riv also asked at the beginning if I had another bike to which I responded I did not and no offer of a replacement so why ask? However, after complaining directly to Grant about the painting I got an offer of a replacement bike. However, no direct response from Grant. Offer came from an employee. Riv is a small company so why wouldn't Grant respond himself? I'm pleased that Riv stands behind their products by doing the repair for free, but the customer service was somewhat lacking. Chris San Jose On Monday, June 17, 2013 8:09:57 AM UTC-7, chris wrote: > > I was on a ride last Saturday in the Gold Country in CA and the chain stay > broke through on the drive side at the rear dropout. I bought the Ram new > in 2003. Fortunately no injury. I stopped at Riv on my way home and spoke > to Scott who told me to leave the bike and Kevin would get back to me today > regarding repair which would involve sending the bike to a local builder. > Scott mentioned that Riv now beefs up the rear dropout area on frames. > > Has anyone had a similar experience with their Riv.? I've always loved > the Ram and it appears fixable. Not sure if there is any type of warranty. > > Chris > San Jose > -- You received this message because you are subscribed to the Google Groups "RBW Owners Bunch" group. To unsubscribe from this group and stop receiving emails from it, send an email to rbw-owners-bunch+unsubscr...@googlegroups.com. To post to this group, send email to rbw-owners-bunch@googlegroups.com. Visit this group at http://groups.google.com/group/rbw-owners-bunch. For more options, visit https://groups.google.com/groups/opt_out.
