A sign of bad things to come?

[inthegutter]

Sorry if this comes off as a bit of a rant. I understand there could be a honest mistake behind this. However, customer service is a dying art nowadays and a source of frustration.

I e-mailed a bunch of questions about 12 days ago to Serotta. I sent it to info@serotta.com (the only e-mail provided). I explained that I was in the market for either an Ottrott or Nove and just had some general questions about the process, model differences, and other things.

Well, almost two weeks later, I have still gotten no response.

This obviously gives me concerns about getting the bike from Serotta. Even though I have heard nothing but praise about how the process works from others on this forum. I will say that if I e-mailed Bently saying I was interested in a Mulliner and got no response within 3 days, Rolls Royce would get my check.

[William]

I e-mailed a bunch of questions about 12 days ago to Serotta.....Well, almost two weeks later, I have still gotten no response.

Did you try again within that time period? Personally, I don't always trust e-mails to go through. If I don't get a response within a few days, I'll fire it off again. If the first one didn't go through, it's a good bet a subsequent ones will.

I can't imagine you would be ignored for asking a question about product, that would be pretty stupid on their part. Most likely your first one didn't go through or maybe the person who checks them accidentally deleted or lost....or lost your e-mail.

With that being said, I know a few people who have not received a response after repeated tries from Serotta. I can't speak for them but in my case it revolves around other issues. I can't imagine them specifically "ignoring" a product question from you.

Try again.

William

[Sandy]

If I sent an e-mail and asked 12 questions and did not receive a response, then I would be annoyed and would wonder if I really wanted to deal with the company. In 1998 I bought my first Serotta and called the company and received wonderful communication, most of it from Lori H. who is no longer there. I have no idea who receives an email to that address. Perhaps whomever received the email simply dropped the ball (real hard). As William has said, I have heard of that in the past from Serotta.

The lack of communication from Serotta (not withstanding the possibility that the email was not received or somehow got deleted or not followed up) is certainly atypical of Serotta's normal manner of interacting with customers or potential customers. You could certainly call Serotta, but that should not be necessary if you want only to email. By calling you would potentially receive more complete answers to your questions.

If I were going to ask some questions relative to an Ottrott or a Nove, I personally would want to speak to someone at Serotta instead of communicating to someone at a LBS since the Nove is such a new bike.

Email Serotta again telling them about your problem, or give them a call.

DO NOT GIVE UP ON SEROTTA. THOSE AT SEROTTA GENUINELY CARE ABOUT THEIR CUSTOMERS AND SEROTTA BICYCLES ARE REALLY SPECIAL AND WILL PROVIDE YOU WITH YEARS OF SUPERIOR ENJOYMENT. STICK WITH IT. YOU WILL BE REWARDED.

Sandy

[BarryG]

Well, almost two weeks later, I have still gotten no response. This obviously gives me concerns about getting the bike from Serotta.
A lot of good companies in traditional (i.e., non hi-tech) business don't DO e-mail. Pick up the phone and call them!

With all due respect, I think you jumped far too quickly to a dubious conclusion based on the data. I would suggest the proper conclusion might have been that "jeez, these guys don't seem to answer e-mails very quickly". In fact, this might just as well mean they'll do a better job building your bike ;)

[JohnS]

I would go to the Member List and pick out one of the "Serotta" names and email them directly. Maybe no one really has responsibility for the "info" mailbox.

[RABikes2]

With that being said, I know a few people who have not received a response after repeated tries from Serotta. I can't speak for them but in my case it revolves around other issues. I can't imagine them specifically "ignoring" a product question from you.

Try again.

William
I am one of those people who have e-mailed a certain person or two at Serotta regarding other issues. The first was in December and the last one was a few weeks ago. I'd say I was still waiting for a reply, but it's obvious by now that there won't be one. But as William has said, we e-mailed on "other issues". I wouldn't think they'd ignore product questions from you. Give 'em a call and ask your questions. You'll be glad you did; purchasing a Serotta is worth it!

RA

[Tony Edwards]

I would go to the Member List and pick out one of the "Serotta" names and email them directly. Maybe no one really has responsibility for the "info" mailbox.

I was thinking the same thing. I used to run into this problem in an office in which I worked - our Web page had a catchall mailbox, but nobody ever checked it.

FWIW, several years ago I was having a minor issue with my Serotta ATi mountain bike, which I had purchased secondhand. I sent an e-mail to Serotta, and Ben himself replied within a day!

[Paul Levine]

I don't know where the boys at Serotta are, I know that they all have been on the road over the last couple of weeks.

But in their absence, I would be happy to answer any questions you have about the Ottrott or the Nove. I can be reached at Paul@signaturecycles.com or call me at 845-928-3060.

Paul

[scrooge]

A lot of good companies in traditional (i.e., non hi-tech) business don't DO e-mail. Pick up the phone and call them!


So why offer it? That's certainly irritating!

[BumbleBeeDave]

Paul's alive! ALIVE, I tell you! Alert the media! Alert all the people who hate him! ;)

Gutter-Man . . . . I'm a manager in an office where I get inundated with e-mail every day. I try to keep up with it, but inevitably some slips through the cracks and I will get a phone call a week later from the person wanting to know what the %$&# is going on. It's not that I'm ignoring them--it's just that there's so much of it it's like sticking my finger in the dike. My ex does software support for SUNY and she says she has gone out to do a day of training before and found several hundred new e-mails when she comes in the next morning.

I would be forgiving and give them a phone call.

BBDave

[graniteracer]

I also emailed Serotta with a basic product/design question within the last month. I received a reply within a couple of days. As has been mentioned previously, there could be an internet connection issue or any number of any other reasons why you have not been contacted.

[Sandy]

If a company cannot efficiently answer questions via emails, then it shouldn't offer that service.

Sandy

[Ozz]

I've always received responses from emails withing 48 hrs from Serotta. As previously noted, Lori H. was the responder.

I'd suggest sending a note to "Serotta James" and just ask him to look into it...if he has not already seen this thread.

Make sure you let us know how it turns out.

[zap]

Sandy, it's not as easy as you think.

Email managment can be difficult when there is so much spam being sent. Especially for email addresses listed on a website.

In my business, I'd say 95% of the emails we get is spam. If there isn't something related to our business under the subject heading, there is a good chance it gets "junked".

I hate throwing away any business opportunity and customer service is very important to us, but every once in a while, someones email does get tossed.

[M_A_Martin]

Hmmm, it seems that people are saying that we should cut Serotta some slack because: A. They build nice bikes. B. They're busy and C. There's a lot of spam out there.

I don't agree. You should not have a customer service contact listed that isn't going to receive immediate attention. End of story.

They have one contact email listed on their web site: info@serotta.com. It should be someone's task (someone who is in the office daily) to go through that inbox and forward the emails to someone who can answer the question for the customer or direct the customer to a local dealer.

If you can only get prompt replies by phone they should remove the email address and only list a phone number.

This really isn't about the bike...it is a simple customer service issue.

[Orin]

You all miss one other point about email.

Some ISPs now make you jump through hoops to send an email, earthlink I think is one.

You send an email and you get a bounce back saying you have to go to a special web page to ask permission from the user to allow the email to go through. Such bounces may well be discarded and hence, lost reply.

Personally, if I get such a bounce, I just don't bother. Obviously, my reply wouldn't important enough to put me on the list of acceptable senders.

Orin.

[MikeS]

Inthegutter - I am not sure what has happened with the communication but please contact me directly and I will field any questions.
mike@serotta.com
518-584-8100 x 102

[Ti Designs]

First, let's get who's job is what straight. Serotta is the builder, and I think they do a pretty good job of it. They don't deal direct, nor should they unless they want to get into fittings and the zillions of customer issues that go along with that sort of thing. We're talking about the responsibility of a dealer, not the builder - one sells bikes the other builds frames...

As for the e-mail address, it's a no-win for them. If they remove it people will complain, if they keep it but don't answer every question people will complain. I see it as another means of too much communication with too little behind it. For every e-mail they get from a customer with a real issue with a Serotta frame (real customer service) they probably get 1000 other e-mails that have nothing to do with customer service or are better off directed at a Serotta dealer.

Paul, you should try reading the posting rules - 'nuff said.

So here's my bottom line on this: Find a Serotta dealer - one you trust and respect, and one you can get to because all the info in the world isn't going to do any good if they can't fit you. As them your questions. If they can't answer your questions, ask for direct contact info for someone at Serotta who can. Don't be afraid of the phone. A phone conversation has quick interaction, things are asked and answered in just minutes, not days like e-mail. Best of all, with the phone you know there's someone on the other end and you're not lose in the sea of Viagra sales and low interest mortgage offers.



Did I say that was the bottom line? I lied... I can see asking Serotta about specific things you want done on your frame, or questions about what they can or can't do. But at some point you need to take what the maker says with a grain of salt. Look at the literature for Seven, Serotta, IF, Moots... There's a page in each of them that tells you why their bike is the best - and they try not to leave any doubt on that subject. Now if Seven says they are the best and IF says they are the best and the jerk says that Pegoretti is the best, who's right? I say we take all the marketing people and lock them in a small room, armed with frame pumps and let 'em duke it out...

[William]

I say we take all the marketing people and lock them in a small room, armed with frame pumps and let 'em duke it out...

Any of the above mentioned builders looking for a "marketing" guy?


William ;)

[malcolm]

I've sent several messages to that address over the past year or so and have yet to get a response. The most recent in the past few weeks. However I called and got an instant response from James at serotta, both phone and e-mail. That info e-mail should be scrapped as it seems no one ever responds and I'm sure it puts customers or potential customers off. Malcolm

[M_A_Martin]

The email to info@serotta.com used to be answered in a day, maybe two on the outside. Now it can be a week or so, or not at all.

Perhaps a process has been laid aside that shouldn't have been? Perhaps this thread will alert Serotta to the issue.

[Needs Help]

We're talking about the responsibility of a dealer, not the builder - one sells bikes the other builds frames...
..and they both make lots of money when a customer buys a Serotta. Therefore, any smart business person could tell you that Serotta has an interest in fielding customer questions--especially at an email address that they specifically supply for that purpose.

[Ahneida Ride]

Give Rick Trainer a call at Mtn. Cycology, Ludlow Vt.
He'll answer all your questions. (802) 228-2722

Call Paul Levine also. These guys are the real deal.

[Ti Designs]

..and they both make lots of money when a customer buys a Serotta.

I keep hearing about people making lots of money in the bicycle industry...

Therefore, any smart business person could tell you that Serotta has an interest in fielding customer questions--especially at an email address that they specifically supply for that purpose.

All of the smart business people stay far, far away from the bicycle industry.

[weisan]

I keep hearing about people making lots of money in the bicycle industry...



All of the smart business people stay far, far away from the bicycle industry.


And for someone who got a second leash of life...and still come back to the bicycle industry, that testifies to its irrestible draw. :p

[Bruce K]

TiD;

I also heard about those folks who made a small fortune in the bicycle industry. :rolleyes:

The only problem is that they all seem to have started with a large one. :D :eek: :bike:

I think the point on this one has been made. A rep from Serotta has responded and I'm sure a fair amount of discussion has occurred in Saratoga as to quicker e-mail response.

Let's get back to some good Open House chat. :banana: :beer: :banana:

BK

[vandeda]

nm ....

Dan

[97CSI]

Not only did I receive an e-mail reply within a couple of days of my inquiry, they sent me a set of decals to put on my fork at no cost. Most excellent customer-service from Serotta. Hopefully, they are aware of this thread and will respond.

[dirtdigger88]

I emailed James on Friday- he got back to me today-

maybe I got the fast reply because he knows that I know his direct phone number :p

Thanks James

Jason

[BumbleBeeDave]

. . . everyone is getting too worked up about this. IMHO, inthegutter should have picked up the phone. I have learned the hard way that e-mail has pretty well lost it’s effectiveness just because of volume. NOBODY can keep up with all of it. It’s very possible that if it had certain characteristics that activated e-mail spam filters that it got shunted to a junmk mail folder and NOBODY ever saw it.

Let’s move on to Open House!

BBDave

[David Kirk]

At the risk of sounding pissy....which is not how I feel at all...........this is a non-issue.

Talk to your Serotta dealer first. If you need to talk with someone at the factory pick up the phone and call them.

It's a pretty simple system.

Dave

[dirtdigger88]

You know what Dave I agree- I sent James an email on Friday and got my answer today- even better- I emailed another person who will remain namless (lets just say his last name is on the top of this page) guess what- 15 minutes from the time I sent it to the time I got my reply- Bravo Ben. . . oups I wasnt going to name names. ;)

Jason

[Serotta PETE]

Sorry if this comes off as a bit of a rant. I understand there could be a honest mistake behind this. However, customer service is a dying art nowadays and a source of frustration.

I e-mailed a bunch of questions about 12 days ago to Serotta. I sent it to info@serotta.com (the only e-mail provided). I explained that I was in the market for either an Ottrott or Nove and just had some general questions about the process, model differences, and other things.

Well, almost two weeks later, I have still gotten no response.

This obviously gives me concerns about getting the bike from Serotta. Even though I have heard nothing but praise about how the process works from others on this forum. I will say that if I e-mailed Bently saying I was interested in a Mulliner and got no response within 3 days, Rolls Royce would get my check.

Hey "inthegutter" what did you find out? Sea Otter and other events were going on at that time. This is not an excuse but as David said - "the dealer is usually the first point of contact, and in fact the dealer is the only place you can be sized and place an order" It was very nice of Mr Levine to offer his assistance, and I doubt if there is anything he does not know about SEROTTAs or sizing.

Hope you were able to get your answers and we will be seeing you at the open house.

[Michael Katz]

I have sent emails to the "info" address on several occasions and have always received a response within 1 - 2 days. The most recent was a couple of weeks ago concerning how to touch up a scratch on a tint finish. The nagging thing about email is that we expect an instant response because it's electronic. Want instant - pick up the phone. If we temper our expectations and treat email more like snail mail in terms of an expectation of delays before a response is drafted, we would all be less frustrated. How much time is reasonable before someone gets around to penning a snail mail response? Why should email be any different - it's only the manner of delivery that's different, not the time element of writing a response amidst a busy day.

[Sandy]

It is a pretty simple system, but one must first know how the system works that is so simple. The message board gives as the mode of contact the email address that was used. If the company gives that as its mode of contact, then the company should efficiently respond to such. Perhaps Serotta should also give a telephone number as a mode of contact as it does on www.serotta.com.


Sandy

[BumbleBeeDave]

. . . This just goes on and on, doesn’t it? Captain Kirk is right--pick up the phone. Mary Ann is right--if they have the address posted, they should have a system in place to get people answers quickly.

I see no further comment here from “inthegutter” . . . I am getting more of a feeling we have been “trolled.” :butt:

BBDave

[M_A_Martin]

Troll? Perhaps. Considering inthegutter's other posts, I'm not positive that's the case.


BBDave...I'm one of those people who ships an email, then if they haven't answered or I'm really antsy I call later that day or the next saying...I sent an email...now that I'm talking to you, you don't need to read it.

:)

[inthegutter]

I'm not positive what you wanted me to say...

Serotta James did end up returning my email yesterday.
It seems they have been alerted to the issue.

I don't want to argue with a bunch of you who think I should have just called or went to a dealer. If the email is there it should be answered. Period.

[BumbleBeeDave]

If you are sending an e-mail to an address advertised as an informational source and you have not gotten an answer in a couple of days, then that's a problem that needs to be addressed.

BBDave