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#1
01-03-2009, 02:56 PM
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Rivendell
Anyone done business/interacted with Riv lately?
I really really want to like them; they sell the kind of gear I like and appeal to JRA and non-racer types such as myself. They seem to go out of their way to disappoint in the customer service department. Latest example: I just got their "Holiday 2008" catalog in the mail. Problem: It's January 3 and the holidays are but a memory. It's at least 3 weeks too late to be of any use. It's not the first time this has happened. They often include coupons in their mailers and I seem to get them weeks after the coupon has expired. I think I am a "member" there of some sort. I know I sent them a check in the past because I liked the Reader and wanted to keep getting it. Am I still a member? Who the hell knows? Should I send more dues? Hell no. Do other companies manage to find a way to keep their best customers happy, informed and up to date? Yes. I understand that they are a small shop and seem not to have time for lots of things. I get it. Really, I do. Do they get that they have competitors nipping at their heels, giving better service and paying attention to detail like sending holiday catalogs when they are actually usable? I'm not so sure. Hope they get it soon because they aren't going to have a happy ending if they don't...... 
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#3
01-03-2009, 03:13 PM
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I just stopped in there today in person
wanted to see the new Sam H. I think they mean well, but I find all the personalities there a bit quirky. Define it your own way. I think "introverted" comes up for me.
That said, it would be interesting for you to have a conversation in a non-upset way with someone at Riv. If they did not understand your complaint, did not then bend over backward to honor that you want to buy something at the holiday price...then they are cutting off their noses to spite their faces. Then it's time to shop at VeloOrange who seems to be kicking some butt.
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#4
01-03-2009, 03:47 PM
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Quote:
Honestly, the holiday prices don't matter. Riv isn't a company I shop for good prices, much like Serotta. I buy their products in a relatively price-insensitive way. It's about them making even the most meager attempt to keep me as a customer.
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#6
01-03-2009, 05:00 PM
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Mailings have never been Riv's strong point... And they've always had problems with keeping stuff in stock and deadlines. But their bikes are really nice and I've always had great service when I've done business with them.
Back in the day when Grant used to write about the business of Riv in the Readers, it was very apparent that he flew by the seat of his pants. They used to be the only game in town for the stuff they offered and it used to be even more esoteric. I hope they can adapt to having competition but I have a feeling Riv's Riv and what you see is what you get. jimi
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#7
01-03-2009, 05:48 PM
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I think the "holiday" catalong was just a catalog...I got mine before xmas, not sure mine brfore yours...
I keep update by looking at thier site, they actaully have a really good, updated inventory on their site now. They also have a blog of sorts on the main page with updates. As someone said, mailers and catalogs have never beem Grant's strongsuit. We're still waiting on the current Reader..  I stopped by the shop on my back down south on the 31st and had a real nice chat with Keven, I'm sure he could answer any question you have. BTW- you have to renew your membership every year, it really doesn't so much unless you buy stuff and then you get 5% back in credit. The next Reader is supposed to be online... Chris Happy Riv Customer
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#8
01-03-2009, 07:08 PM
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I've been buying stuff from Riv since my first Brooks in '97 and my first Riv bike, also in '97 but delivered in '98. They've never been able to get decent mail deliveries because they send their mass mailings bulk. On the IBOB board, every time a new reader came out, the first couple of people would post when they got it and then everyone else would express their frustration that they hadn't - it usually took a month or more before everyone got theirs. And no rhyme or reason to the locations and the times.
But that's the only real complaint I've had in dealing with them, and I just learned to expect it. They've always bent over backwards on everything else. If I want something, I look on line. Sometimes they have it, sometimes they don't. When they don't, I'll look elsewhere, but I always give them first shot. I just like those folks and the type of gear they sell, although I've mostly moved on from their road bikes, I still have a Rambouillet (fixie) and Bleriot (townie) in my meager stable, so I guess I'm still a Riv guy to some extent. I remember a longish phone message I got from Grant back when I ordered my first frame with vertical dropouts and they were having trouble finding the right ones, and the frustration in his voice as he tried to explain the problem. It was a miniscule issue and I wouldn't have even known about it if he hadn't called, but it was clear that he cared about it a lot and was chasing down all sorts of possibilities to make it work. Similarly, my Rambouillet came with a BB shell that was slightly oversize and BBs were way too loose. They gave me every option in the world to make it right and executed the one I chose with great speed and attention to detail, paid for express shipping of the frame both ways, and woulda paid for the build except that I did it myself and told 'em not to worry about it. That's not the way to business efficiency but its the way to keep one customer for life. I still appreciate that kind of attitude 11+ years later. I understand being put off by this kind of stuff, but its never bothered me much. -Ray
__________________
Don't buy upgrades - ride up grades
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#9
01-03-2009, 07:08 PM
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Quote:
Louis
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#10
01-03-2009, 07:25 PM
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I called them up and placed an order for some consumables (chains etc.) for my Bleriot. I resigned as a member (for 2 years expires this June) and have since that point received 2 Readers. This was the best part of what they offer - Grant's voice via written word - without it they are not maximizing their opportunities.
My point is I WANT them to succeed! Erik
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#11
01-03-2009, 07:25 PM
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Don't Nashbar/Performance/Colorado etc. etc. send their stuff by bulk mailing too? They seem to land stuff in my mailbox at targeted times. Again, I don't want to bash Riv but I think they need to step their game up a notch given the current state of the economy and more importantly the fact that there is now competition in their space where there really wasn't before. Seriously, you get your holiday catalog to people in January?????
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#12
01-03-2009, 07:30 PM
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The print edition Riv Reader really differentiated them from the competition. Dropping it from print is a big lost opportunity. And I also want them to succeed. They just seem to take every opportunity to blow their own foot off.
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#13
01-03-2009, 08:07 PM
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I live in Albany, NY and also received their "sale catalog" today (1/3) though the sale was from Dec 10th through the 17th. I hope they succeed. I've bought some tires from them recently and had no problems, but their mailings are not timely.
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#14
01-03-2009, 08:11 PM
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I too miss the paper reader but I think they plan to offer a print version but you'll have to pay for it. I got my Holiday Flyer weeks ago. It was available online at least a week before mine came in the mail. Grant cares so much about the quality of the Reader that it was really eating up way too much of his time. He planned/promised more frequent editions and then was very upset when he really couldn't produce that much material. The comment about bulk mailing is right on. Your mail sits around your local post office until they have time to get to it after the higher class mail goes out. With the holiday crush I can see there would be even more problems than usual.
In the past Grant has exrended deadlines on coupons that were late arriving. He's a good guy who does evderything he can to make people happy and I think his staff works harder than anyone would just for the money. This is the time of year that many bike shops lay off as many employees as they can. I don't think Grant wants to do that so he runs a lean ship and sometimes they may get a little behind. No he is not a relative of mine. I wish he was though. 
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#15
01-03-2009, 08:22 PM
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Quote:
The only real competition Riv has is Velo-Orange and while he has some really nice stuff ( I have a saddle bag), he doesn't have the variety that Riv does...especially in the models of bikes. Riv seems to have a broader variety also, VO seems to deal in a lot of 1950s/Euro/Retro stuff. I do welcome anyone that builds/promotes lugged steel frames though!
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