Anyone Called Serotta?

[97CSI]

Just called Serotta and told them I own an Ottrott and would like to know the HT angel. Was ask if I am the original owner. When I told them no I was told that the info belongs to the original owner and they couldn't help. Suggested I take it into a bike shop and have it measured if I want to know. Great customer service. :confused:

[dekindy]

You have to draw the line somewhere. I have no problem with Serotta drawing the line for an inquiry from a used product owner and a trivial question for information that could easily be determined by the current owner. Sorry no foul ATMO.

[StellaBlue]

You have to draw the line somewhere. I have no problem with Serotta drawing the line for an inquiry from a used product owner and a trivial question for information that could easily be determined by the current owner. Sorry no foul ATMO.

Agreed.. They aren't your personal google or Serotta forum for countless lame questions.

[StellaBlue]

Buy a protractor... :rolleyes:

[duke]

Tough crowd...
duke

[oldpotatoe]

Just called Serotta and told them I own an Ottrott and would like to know the HT angel. Was ask if I am the original owner. When I told them no I was told that the info belongs to the original owner and they couldn't help. Suggested I take it into a bike shop and have it measured if I want to know. Great customer service. :confused:

Foul....what they did is encourage a potential future customer from looking at Serotta, either new or used.

It's a friggin BICYCLE frame fer crissake, not a key to a nuke weapon nor copyright info...a headtube angle..come on...

People call me ALL the time and ask Campagnolo questions, ask for spoke lengths. Geeezzz, If I'm not buried, why NOT help them out. Then when they may need something....

Serotta is computer based, serial number, HT angle.

[Smiley]

if stock frame its more than likely a 73 degree angle for an average size bike. No big deal. Smiley

[fourflys]

Foul....what they did is encourage a potential future customer from looking at Serotta, either new or used.

It's a friggin BICYCLE frame fer crissake, not a key to a nuke weapon nor copyright info...a headtube angle..come on...

People call me ALL the time and ask Campagnolo questions, ask for spoke lengths. Geeezzz, If I'm not buried, why NOT help them out. Then when they may need something....

Serotta is computer based, serial number, HT angle.

kind of what I was thinking... it's not like they are revealing protected health information... I understand the OP is a second owner, but in a small industry that Serotta operates in I would think they might want to indulge to build loyalty as oldpotatoe said...

I'll be interested to hear Serotta Pete's take on this...

[norcalbiker]

Just called Serotta and told them I own an Ottrott and would like to know the HT angel. Was ask if I am the original owner. When I told them no I was told that the info belongs to the original owner and they couldn't help. Suggested I take it into a bike shop and have it measured if I want to know. Great customer service. :confused:

That's sad. :(

[bobswire]

That is a surprise, I not only got info from Serotta they sent me a copy of the original spec sheet via email. You must have talked to a jerk.

I'll try to find email and will send you the address of the person who forwarded me the info.
Just send them the ser#.

-Bob

[fourflys]

You must have talked to a jerk.

I was wondering if someone was just having a bad day...

[97CSI]

I was wondering if someone was just having a bad day...She seemed sweet enough on the phone. Even mentioned that, while I had not purchased the Ottrott new, I had purchased a new CDA in '06 that is registered with them. Did not matter.

[rugbysecondrow]

You have to draw the line somewhere. I have no problem with Serotta drawing the line for an inquiry from a used product owner and a trivial question for information that could easily be determined by the current owner. Sorry no foul ATMO.

I disagree. Without a strong secondary Serotta market, there would likely be fewer new Serottas going out the door. A Serotta owner is a Serotta owner and should be treated with the best customer support possible.

[BCS]

Agreed.. They aren't your personal google or Serotta forum for countless lame questions.
Easy there Grinch! My guess is you're not in a service industry. It would take absolutely no time to pull the build sheet and e-mail it. I can't imagine the phone is ringing off the hook in Saratoga

[bobswire]

PM sent.

[christian]

Oh, NVM.

[akelman]

My experiences with Serotta employees through the years have been uniformly excellent. That said, if this is a new corporate policy, it's self-defeating and small-minded. Which is why I agree with others: it sounds like a case where an individual made a mistake.

[dave thompson]

Just called Serotta and told them I own an Ottrott and would like to know the HT angel. Was ask if I am the original owner. When I told them no I was told that the info belongs to the original owner and they couldn't help. Suggested I take it into a bike shop and have it measured if I want to know. Great customer service. :confused:
If yours is a stock bike, not custom, I can find the dimensions and geos in my catalog. Post your serial number here.

[SoCalSteve]

My $.02...FWIW...

As in all companies these days, there are major cutbacks. Because of this, customer service will lag. I am not saying it is right or wrong, just a fact of life doing business in the world we live in.

Ok, all that being said, if you sent via email the serial number, I bet you will get an answer...and probably a complete build sheet.

If this doesn't work (via direct email to Serotta), contact me. I will make sure it happens.

Have no fear, you will get the info you seek.

Steve

[97CSI]

bobswire was kind enough to e-mail me a contract at the factory who supplied him with similar info recently, so have tried that route. Again, mentioning that I purchased a new CDA from Cyclesport, one of their 'Flagship' dealers, a few years back. We'll see what they say. The girl on the phone wasn't rude, just not interested in helping. No suggestion that the request be e-mailed, or whatever. Maybe its the Xmas rush.

If this doesn't work I'll post the SN. Thanks.

[victoryfactory]

There was a time when you could get personal service from Serotta
on questions like that. You could even talk to the builders and folks
who knew what they were doing.

A few years ago that ended and what you get is a nice phone answerer who
is polite and tries to help but is not a nuts and bolts expert.

I have found that they will usually try to get the answer to your question and
contact you.

But the old direct line to an expert thing has ended, it had to, really. YOU CAN"T PAY THE REAL EXPERTS TO ANSWER PHONES ALL DAY

When I last ordered a custom frame (2003) I was actually able to call and speak
to Kelly who got out my order and went over it with me on the phone to
double check a few things.

Maybe they will still do that kind of thing for active customers, Whenever I
call them now I always mention that I am a multiple S owner (awkward) but
It's the only thing I can think of in lieu of an actual connection to a person
which seems to have gone away.

No big deal, they still make great bikes.

VF

[oldpotatoe]

[QUOTE=SoCalSteve]My $.02...FWIW...

""As in all companies these days, there are major cutbacks. Because of this, customer service will lag. I am not saying it is right or wrong, just a fact of life doing business in the world we live in.""

Sorry, in the area of manufacturing or retail, when everybody is hurting, customer service should be BETTER, not worse. Can't give away business these days, not enough to go around as it is.

OBTW-Bad customer service is never 'right'.

[oldpotatoe]

Victoryfactory wrote-

""But the old direct line to an expert thing has ended, it had to, really. YOU CAN"T PAY THE REAL EXPERTS TO ANSWER PHONES ALL DAY""

My last post on this but you don't need a 'real expert' to answer the phone or get this information. Build sheet....it's not rocket surgery to read an angle on a build sheet. He asked for the HT angle not the metallurgy of the tubes or the O2 mixture on the torch or anything.

Tap out.......

[David Kirk]

Think of it this way - Serotta has been making on average about 2500 bikes a year for the past 20 years so there are about 50,000 Serottas floating around out there. If every owner made only one call a year to the factory that would mean they got 50,000 calls a year or about 191 calls a day asking a 'quick question'.

I think it would kick ass if a company could answer all those questions but the staffing needed to answer even 10% of them would be huge. There just isn't time. I see it in my lil' bidness all the time and since I have so few bikes out there in comparison I can manage but it is a big time commitment even in my case.

I hope they can be cut some slack.

Dave

[Nooch]

I'd gladly make the jump and move up to Saratoga and answer the phones (just let me know where I can forward my resume to!)....

Would sure beat talking about payroll all day.

Having been in the customer service industry, on the other end of that phone, for going on ten years, I've gotta put my money on a bad day.. Either that, or maybe they gave their notice and were just blowing everyone off (we had a guy in a related department do that... while funny, it really screwed over a bunch of clients and the specialists that were trying to get things taken care of...)

[gemship]

Excellent post by SoCalSteve and I think it demonstrates the brilliance of Serotta to host this forum. Agreed with Dave Kirk to cut some slack. Some one on here mentioned taking it to a local bike shop for quick reference, another mentioned obtaining a protractor. Being a machinist by trade I do like the protractor idea. If you don't have one you may feel emboldened to visit a local machine shop or perhaps you know a machinist that can help. I'm sort of geeky in that even if I got the build sheet I would probably take a measurement on my own anyways just because...

[benb]

Having visited it's a tough question for whoever picks up the phone to just "answer".

Some of the data is in the computer, some is in files, some is unavailable, etc.. it is a non-trivial task to go find the build sheet for any Serotta ever made.

I ordered decals last year and I'm pretty sure I talked to the person you mentioned, since I was actually buying something she was very professional.. which was great because attempting to order stuff through the LBSes had been anything but professional.

But I get the impression they try to cut costs in the office first.. they are in the bike *building* business.

When I saw the office it was a few years ago now but my reaction was "Wow, they're smaller then I thought." So they've got the typical small business thing going on when it comes to dealing with mountains of paperwork and information.

Chances are good even if it's custom it's a 73.. the current forks seem to be setup to use 73 HTA unless the customer has a good reason to change it.

[Dekonick]

The few times I have called Serotta, they have been extremely helpful. BUT if you look at the ser# on the BB and there is no C then it is a stock frame and you can use that information and look in the new catalog section and answer the question yourself! AND you get to look at some cool older catalogs! :beer: :hello:

[PaulE]

Think of it this way - Serotta has been making on average about 2500 bikes a year for the past 20 years so there are about 50,000 Serottas floating around out there. If every owner made only one call a year to the factory that would mean they got 50,000 calls a year or about 191 calls a day asking a 'quick question'.


On top of that, even if Serotta has the records for every frame ever produced, these are not mission-critical records that are migrated over to the newest servers and/or storage media as systems are upgraded. Some of this may even be stored off-site on floppy discs or tapes. Nowadays most PC's don't even have a floppy disk drive. The records retention system may be less than world class (or maybe the problem is that the system is world class, if you've seen the condition of many typical companies' records retention systems and procedures).

I bought my own new custom CSI in 2001. It was one of the last ones built in the old South Glens Falls facility prior to moving back to Saratoga. I didn't know build sheets existed when I bought it and didn't get one from the LBS. After joining the forum I found out about build sheets and thought it would be neat to have mine. The LBS didn't have it and during the move to Saratoga, Serotta lost some floppy disks, including the one with my build sheet information. So I don't know my frame's exact geometry, but I think the only things that really make it "custom" are its TdF lugs, 60 ctc seat tube x 60 ctc top tube and 2 cm headtube extension vs the stock geometry which was 60 x 59. I still enjoy the bike.

[StellaBlue]

Easy there Grinch! My guess is you're not in a service industry. It would take absolutely no time to pull the build sheet and e-mail it. I can't imagine the phone is ringing off the hook in Saratoga

Sorry, the same OP (a member of this forum for 7+ years) started these lame threads in one week.
A) How do I remove a crown race?
B) What magical compression plug do I need for my 1 1/8 carbon fork?
C) will my 10 speed campagnolo rear mech work w/ X cluster?

Give me a break. If he was a noob I might cut him one. It's getting to be bit much. Again use google or your local shop. They can probably use the business.

[StellaBlue]

It's a friggin BICYCLE frame fer crissake, not a key to a nuke weapon nor copyright info...a headtube angle..come on...

You're right it's not a big deal, it's simple geometry we all learned how to figure out in 7th grade.

[spartacus]

kind of what I was thinking... it's not like they are revealing protected health information... I understand the OP is a second owner, but in a small industry that Serotta operates in I would think they might want to indulge to build loyalty as oldpotatoe said...

I'll be interested to hear Serotta Pete's take on this...

...and what if the second owner also happens to own a new Serotta, a custom piece of Serotta bling? 'Don't bite the hand that feeds you' comes to mind.

[SoCalSteve]

[QUOTE=SoCalSteve]My $.02...FWIW...

""As in all companies these days, there are major cutbacks. Because of this, customer service will lag. I am not saying it is right or wrong, just a fact of life doing business in the world we live in.""

Sorry, in the area of manufacturing or retail, when everybody is hurting, customer service should be BETTER, not worse. Can't give away business these days, not enough to go around as it is.

OBTW-Bad customer service is never 'right'.

You are 110% correct...But (and this is a BIG but)...what if a company cannot afford to hire extra help for time consuming stuff like this? What if they are running a really tight ship now and could possibly put them out of business by hiring more employee's?

Im not saying any of this is happening ( I haven't a clue what Serotta's P & L may be).... just that in the world we are living in now, seems like sometimes these decisions are made out of necessity, not because a company actually chooses to go out of their way to give bad or no customer service....

[akelman]

I think we've solved our mystery: StellaBlue was answering the phones at Serotta when 97CSI called.

[rugbysecondrow]

[QUOTE=SoCalSteve]My $.02...FWIW...

""As in all companies these days, there are major cutbacks. Because of this, customer service will lag. I am not saying it is right or wrong, just a fact of life doing business in the world we live in.""

Sorry, in the area of manufacturing or retail, when everybody is hurting, customer service should be BETTER, not worse. Can't give away business these days, not enough to go around as it is.

OBTW-Bad customer service is never 'right'.

I agree with you. With Serotta charging a premium for their frames, it seems reasonable that great service adds value to the Serotta name. I understand the reasons why they might not have this info, but they have to know that it is important to some owners so why not change a process or two and figure out a way to efficiently provide this? I get old records not being available, but maybe a more modern frame? Business processes get tweaked all the time for service and efficiency reasons, and this is a small/easy problem to solve.

[StellaBlue]

I think we've solved our mystery: Stella was answering the phones at Serotta when the OP called.

That's funny and I'm not offended. :beer:

I could never be in customer service and deal with the majority of idiots in this country. :crap:

[akelman]

That's funny and I'm not offended.

I truly meant no offense. I was just trying to lighten the mood.

[nm87710]

Serotta probably defines "customers" as only original owners. I understand but it is a shame to see a nice premium product/pricing company behave like a mass market manufacturer. In the premium product world the best source for new product sales is from existing product owners.

[Ken Robb]

I think Serotta has gotten some additional business over the years by responding to requests for build info on used bikes. Doing so helps sell the used ones so the seller may be able and inclined to buy a new one plus it makes the used buyer feel like a member of the Serotta Family. The more happy Family Members out there talking up the brand and maybe ordering new bikes the better for Serotta.

I would guess Serotta has someone on a receptionist/clerk pay scale answering the phone. It would seem to be a minor investment to have such a person look up a build sheet on a time-available basis. It would be acceptable to tell a caller that they could get a call w/infi in a day or two if the lines were really busy.

Some folks have assumed that the person asking for info had the bike in his possession but I know a lot of these calls have been from potential buyers wanting info on a used custom frame.

[victoryfactory]

I am involved in customer service here at my business.
One thing I've learned is that the customer can't really always
tell what is a "quick" or "easy" question and what isn't.
Or even if there may be a way they can get the info themselves.

Some stuff I know, some stuff I can shout across the office and
somebody else knows, some stuff is on the computer and some stuff
is hard to find.

Slack cut

VF

[54ny77]

i called toyota and asked them what the torque spec was on the fetzer valve bolt, but the customer service rep blew me off, said you weren't the original owner. that's it, i'm never buying another toyota. screw 'em, i'll buy a daihatsu next time! :banana: :p

[bobswire]

Maybe the person who answered the phone mistook giving out personal info of the original owner and thought that included the spec sheet?
When I requested info from Serotta for a CDA I purchased from another forum member I was sent a spec sheet through email.
In fact I purchased a Seven Axiom from a member here and emailed Seven and they were able to email me the specs of the Seven I had.

My experience has been most custom frame builders keep excellent records and more than willing to share the info if requested by Email as it allows them to find it on their time frame.

[SamIAm]

Customer service cautionary tale

I used to have a company and one of our sources of revenue came from selling consumables, ink, in this case. The ink was a commodity and could be purchased from numerous online retailers as well as our competitors at similar prices. It wasn't a big part of the business, nor the one with the highest margin, but it was easy money.

My lovely wife handled it with genuine customer care, old school customer care if you will. She never had bad days on the phone. Sometimes customers would just call to chat with her and she always made them feel welcome and the business grew from a couple hundred thousand to 2MM per year.

We sold the company and the new owner stuffed the consumable business into their existing infrastructure, which consisted of order takers at best.

2 years later, that business is 100k even though the market for it is as strong or marginally stronger.

Sometimes companies underestimate the importance of customer facing employees. Even if this employee couldn't provide the information requested due to company policy, a good customer facing employee would have had you thanking her for her time nonetheless.

[97CSI]

Sorry, the same OP (a member of this forum for 7+ years) started these lame threads in one week.
A) How do I remove a crown race?
B) What magical compression plug do I need for my 1 1/8 carbon fork?
C) will my 10 speed campagnolo rear mech work w/ X cluster?

Give me a break. If he was a noob I might cut him one. It's getting to be bit much. Again use google or your local shop. They can probably use the business.If the threads are so lame why do you respond (other than to misrepresent them above - each was a specific question and at no time did I use the word 'magical' :cool: though I might in the future)? No one needs to give you a break. You earn your breaks in life. Based on the number of responses to the threads, a fair number of folks don't seem to agree with you. Just wondering why you 'troll' the forum? Are you unhappy?

And, thanks to Dave Thompson, who had the data on my frame and was happy to share.

[BobC]

Wht don't you just sign up in their Serotta Owner's Club & work it that way?

http://www.serotta.com/community/owner-services.html

Just a thought.

BobC

[StellaBlue]

If the threads are so lame why do you respond (other than to misrepresent them above - each was a specific question and at no time did I use the word 'magical' :cool: though I might in the future)? No one needs to give you a break. You earn your breaks in life. Based on the number of responses to the threads, a fair number of folks don't seem to agree with you. Just wondering why you 'troll' the forum? Are you unhappy?

And, thanks to Dave Thompson, who had the data on my frame and was happy to share.

Yes, people like you make me beyond unhappy

[StellaBlue]

PS: Even though you make me unhappy, If you send me your address, I'll send you a protractor and a 7th grade math book. For free.....

I look forward to your next thread.

[rugbysecondrow]

PS: Even though you make me unhappy, If you send me your address, I'll send you a protractor and a 7th grade math book. For free.....


AndrewS, is that you???

[spartacus]

Just make frames and micro stamp/ mark the relevant numbers on the underside/ back of each tube? Who needs a build sheet?

[StellaBlue]

AndrewS, is that you???

No, JohnA :rolleyes:

[StellaBlue]

Just make frames and micro stamp/ mark the relevant numbers on the underside/ back of each tube? Who needs a build sheet?

Yeah, that's a practical solution.

http://img84.imageshack.us/img84/3963/image00378.jpg (http://img84.imageshack.us/i/image00378.jpg/)

[SoCalSteve]

Ok, again...another thread has reached its end.

To the original poster, if you do not get the answer to your question, please contact me and I will get it for you.

Closing this now before it gets too out of hand.

Thanks.