Rivendell has let me down.

[Clayton]

I ordered a set of Resurrectio stickers. They sent me the "not tough ones" that go under the clear coat rather than the ones I ordered which were the tough ones that go over the clear coat. As I was applying the seat tube sticker it shattered. I contacted Riv, and they said since I had already applied it they couldn't send me new ones. The problem I have is that you can't tell what the stickers are as they have paper on both sides of the stickers. It was their fault that they sent me the wrong ones and they won't fix it. Crappy customer service. I am not happy. $18.00 dollars for stickers to start with is a little ridiculous. I will make my own head badge and leave all references to Rivendell off my powder coated Atlantis. Can you see me pout?  " I'm gonna take my ball and go home. "

[Goshen Peter]

When did you know you had the wrong ones?

On Aug 11, 2014 8:13 PM, "'Clayton' via RBW Owners Bunch" <rbw-owne...@googlegroups.com> wrote:

I ordered a set of Resurrectio stickers. They sent me the "not tough ones" that go under the clear coat rather than the ones I ordered which were the tough ones that go over the clear coat. As I was applying the seat tube sticker it shattered. I contacted Riv, and they said since I had already applied it they couldn't send me new ones. The problem I have is that you can't tell what the stickers are as they have paper on both sides of the stickers. It was their fault that they sent me the wrong ones and they won't fix it. Crappy customer service. I am not happy. $18.00 dollars for stickers to start with is a little ridiculous. I will make my own head badge and leave all references to Rivendell off my powder coated Atlantis. Can you see me pout?  " I'm gonna take my ball and go home. "

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[Jim Bronson]

How does a sticker shatter?

On Aug 11, 2014 5:14 PM, "'Clayton' via RBW Owners Bunch" <rbw-owne...@googlegroups.com> wrote:

I ordered a set of Resurrectio stickers. They sent me the "not tough ones" that go under the clear coat rather than the ones I ordered which were the tough ones that go over the clear coat. As I was applying the seat tube sticker it shattered. I contacted Riv, and they said since I had already applied it they couldn't send me new ones. The problem I have is that you can't tell what the stickers are as they have paper on both sides of the stickers. It was their fault that they sent me the wrong ones and they won't fix it. Crappy customer service. I am not happy. $18.00 dollars for stickers to start with is a little ridiculous. I will make my own head badge and leave all references to Rivendell off my powder coated Atlantis. Can you see me pout?  " I'm gonna take my ball and go home. "

--

[Deacon Patrick]

I'm confused on multiple fronts. Considering all the customer service Rivendell has given me for things that weren't theirs to take care of (admittedly small, but very thoughtful), I'm confused that they didn't make it right. Did you call and talk with them, explaining it so they understood what you wrote above?

Second, you can get replacement Atlantis stickers from Rivendell, if that is what you would like. If it was mine, I'd want the ones that match the model.

Enjoy your project whatever the wee bumps in the road!

With abandon,

Patrick

[Deacon Patrick]

One other possibility: do you KNOW you got the light ones and aren't just presuming you did? Stickers are fragile beasts my nature and until they make it on the tube are apt to tear.

With abandon,

Patrick

[clayton bailey]

Yes, they understood the issue. The Atlantis replacement stickers they have (at last contact) go under a clear coat only. I do not want to put a clear coat over powder coat, so I was going with the Reuserrctio stickers, just to keep it "in Riv." They sent the thin stickers, not the thick stickers I ordered. They wouldn't send the proper stickers without me having to buy another set. A small thing, but from them, I feel betrayed. Crazy huh? It is amazing how much brand loyalty one can develop. It is like belonging to a tribe, on of the reasons I like small bike companies, and especially Riv.

Piss and moan,

Clay

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[clayton bailey]

Fragile thin decals. Like you would use on Testor plastic models you made as a kid. 

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[clayton bailey]

I ordered a thick set for my son. I could be mistaken. I am old and take meds for your safety ;) These were very fragile, like the replacement Atlantis stickers I first tried.

Clay

[Ken Mattina]

I'm not saying anything I'll just let you cry yourself to sleep.   

On Mon, Aug 11, 2014 at 5:13 PM, 'Clayton' via RBW Owners Bunch <rbw-owne...@googlegroups.com> wrote:

I ordered a set of Resurrectio stickers. They sent me the "not tough ones" that go under the clear coat rather than the ones I ordered which were the tough ones that go over the clear coat. As I was applying the seat tube sticker it shattered. I contacted Riv, and they said since I had already applied it they couldn't send me new ones. The problem I have is that you can't tell what the stickers are as they have paper on both sides of the stickers. It was their fault that they sent me the wrong ones and they won't fix it. Crappy customer service. I am not happy. $18.00 dollars for stickers to start with is a little ridiculous. I will make my own head badge and leave all references to Rivendell off my powder coated Atlantis. Can you see me pout?  " I'm gonna take my ball and go home. "

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Where did the spring go?
Where did my hormones go?
Where did my energy go?
Where did my go go?
Where did the pleasure go?
Where did my hair go?

-- Ray Davies

[clayton bailey]

HaHa! 

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[Goshen Peter]

I tried to apply the under the clear decals myself to disastrous results. Sent it away to good old Color Factory, they did a paint decals and clear for under 200, I will never endeavor decals myself again, no matter how easy they make it look in that Rivendell video.

[Bill Lindsay]

I went through my parts box and confirmed that I have a set of Resurrectio decals of the thick and burly variety.  Rivendell has been so exceedingly kind to me that I would gladly give these decals to you Clayton, on one condition:  accept them as if they are coming from Rivendell, and allow this to make it right.  If you agree to that, I'll mail them to you, and I will pay for postage.  I'll still be WAY ahead of the game if you take them. 

[bo richardson]

my bbest laugh of the day as well

[clayton bailey]

Thanks Bill. That is kind and thoughtful, but I will pass on your offer. Your loyalty is commendable. I bow my head to you and will forgive and forget the minor infraction. 

--

[Clayton]

Brian from Riv has sent me new stickers free of charge. Thank you Rivendell. You stick by your customers and make things right. 

I need to say, I love my Atlantis. Honestly, it is the best all around bike I have ever owned. If you are on the fence about buying a Rivendell, just buy one. You won't regret it. I never have. I will no longer bitch or whine. Go on about your day.

On Monday, August 11, 2014 5:13:57 PM UTC-7, Clayton wrote:

[hsmitham]

Clayton,

I was a bit surprised that you had this situation...as I read though the thread I expected to see that Riv made it right as they did. It has been my experience that Riv has the best customer service bar none. Customer service like it used to be from most every retailer of the past. Case in point when I was rehabbing my 03' Atlantis I ordered a new set of decals, when they were delivered though our door slot the dog chewed them up! I called Riv explained the situation and they immediately sent new ones packaged differently so the Dachshund couldn't sink her teeth in .This was clearly not Riv's fault but they took care of me. I figure even Riv has a drop the ball moment but in  every case I've heard they make it right.

They have made a life long customer of me.

~Hugh

[Goshen Peter]

As someone who had an issue here a bit ago I can say Rivendell is more than good about making it right and I should have gone to them first which would have made it right faster, honestly. Agreed again 10+ on not actually doing the decals yourself. I have built hundreds of models, done dry and wet transfers and did the velocals decals on 3 different bikes but when it came time to lay down these on the bombadil it was a disaster. They are quite beautiful to look at before they are applied though, you can see the layers and the gold and whatnot.

On Tue, Aug 12, 2014 at 5:52 PM, Dave @ Riv <dav...@gmail.com> wrote:

Holy Cow,

Sorry you were disappointed Clayton. Bikes are a strangely emotional thing, and you'd be surprised how upset folks get sometimes when tiny things aren't perfect. The facts as you present them here are a little different than what I understand actually happened, so I urge readers to be a little.... well, it doesn't matter,  in any case your experience with us should never have even raised an eyebrow. I hope everything is all right with you personally.

Next time you have any issues at all, and this goes for everyone here on the forum, please contact me directly da...@rivbike.com 925 933 7304, skip the other guys and talk to me. I don't keep up with the forum so good when it's busy so I was late to the party on this one. Complaints should come to me (I can do something about it), not the forum (they can't, well Bill almost did, thanks, what a great forum).

In our defense, I believe you have about thirty various decal sets in the mail because a few different guys here acted quickly to help you, unaware of this posting, sending them out without asking around. keep them all. we want you to be happy. Free decals for life man, seriously. If you think for a second we'd skimp on customer service and harm our reputation over a $20 resurrectio decal and some postage you are mistaken sir! Someone even found a top mount atlantis decal set  under a dusty pile of smelly camping gear in 17. that's in the mail too. Sorry this had to happen, but I'm proud it's fixed.



Dave Schonenberg
General Manager

For the record, we don't make money on decals. They are much more complicated to make than most folks understand. These are superior dry-mount type, so much better than the wet type. Many layers, more chemicals, colors, glues, minimum orders and freight. See the attached picture.  And not even I, humble assembler of a hundred model airplanes, am authorized to decal our bikes. Application is the hard part. Call if you need guidance. Talk to Mark or Brian, something about rubbing alcohol, a sharpie and starting in the middle.

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[clayton bailey]

Wow. I am speechless.    Humbled.   I will go through you if I ever have any issues again. This was an issue that seems to have gotten way out of hand. I will return the stickers. I have chronic severe PTSD and occasionally it makes me rather pissy. However, I explained my experience with truth, not lies. You seem to be implying I changed facts. I did not. 

 From the chart it shows the top mount stickers are not recommended for powder coat. This was all for nothing. 

Clayton

On Tuesday, August 12, 2014 2:52 PM, "Dave @ Riv" <dav...@gmail.com> wrote:

Holy Cow,

Sorry you were disappointed Clayton. Bikes are a strangely emotional thing, and you'd be surprised how upset folks get sometimes when tiny things aren't perfect. The facts as you present them here are a little different than what I understand actually happened, so I urge readers to be a little.... well, it doesn't matter,  in any case your experience with us should never have even raised an eyebrow. I hope everything is all right with you personally.

Next time you have any issues at all, and this goes for everyone here on the forum, please contact me directly da...@rivbike.com 925 933 7304, skip the other guys and talk to me. I don't keep up with the forum so good when it's busy so I was late to the party on this one. Complaints should come to me (I can do something about it), not the forum (they can't, well Bill almost did, thanks, what a great forum).

In our defense, I believe you have about thirty various decal sets in the mail because a few different guys here acted quickly to help you, unaware of this posting, sending them out without asking around. keep them all. we want you to be happy. Free decals for life man, seriously. If you think for a second we'd skimp on customer service and harm our reputation over a $20 resurrectio decal and some postage you are mistaken sir! Someone even found a top mount atlantis decal set  under a dusty pile of smelly camping gear in 17. that's in the mail too. Sorry this had to happen, but I'm proud it's fixed.



Dave Schonenberg
General Manager

For the record, we don't make money on decals. They are much more complicated to make than most folks understand. These are superior dry-mount type, so much better than the wet type. Many layers, more chemicals, colors, glues, minimum orders and freight. See the attached picture.  And not even I, humble assembler of a hundred model airplanes, am authorized to decal our bikes. Application is the hard part. Call if you need guidance. Talk to Mark or Brian, something about rubbing alcohol, a sharpie and starting in the middle.

On Tuesday, August 12, 2014 12:12:23 PM UTC-7, hsmitham wrote:

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[dougP]

"The dog ate my decals....."  Next time she gets an X-ray, it'll say "Atlantis" on her intestines. 

dougP

On Tuesday, August 12, 2014 12:12:23 PM UTC-7, hsmitham wrote:

[clayton bailey]

HaHaHa! She probably will burp sea water now.

Clay  

--

[Ron Mc]

I want to take this opportunity to put in a good word for Spenser.  I don't know him personally, though we've swapped many e-mails and he's done enough thoughtful things for me, that I consider him a friend.  He's keep me informed about OOS inventory - over months (like the cork grips for my daughter's bike, and long Nitto stays for mine).  He's set items aside for me and kept them for weeks.  In business, service is everything, and Rivpeople make an extra effort.  

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[RJM]

I would just like to add that my dog chewed on my Rivendell bike cap....it t'was a sad day...sad indeed. It has some beausage now though.

[Deacon Patrick]

My dog ate my Hunqapillar! Grin.

With abandon,

Patrick

[Ron Mc]

I've always worried about my cat scratching-post-ing my tires, though we seem to have an agreement

[Andrew Marchant-Shapiro]

I see you've let the cat out of the bag.  Nice bag, BTW.  What is it?

[Ron Mc]

Acorn tall rando which I use with a Bertaud decaleur - it's an 11-liter bag - I can put a small watermelon in it (and have...)

[Ron Mc]

silly me, I thought we were hijacking a baked and eaten topic just because we could.  

On Wednesday, August 13, 2014 10:42:57 AM UTC-5, Joe Bernard wrote:

I realize we're all trying to make the best of an awkward thread, but let's be clear about something: There's no way Rivendell sent the wrong product, then refused to deal with the mistake. Thank you.

Joe "revealer of the obvious" Bernard

Vallejo, CA.

[hsmitham]

I don't know about sea water or Atlantis across her intestines but now she wants to tour!

~Hugh

[Montclair BobbyB]

I nominate Bill Lindsay for the 2014 Nobel Peace Prize... YOU ROCK, BILL !!!

[Ron Mc]

I don't know about that, but I'm sure impressed by his inventory.  

[Bill Lindsay]

Deacon Patrick

I went through my parts box and confirmed that I have a spare Hunqapillar.  I'll send it to you if you promise to forgive your dog for eating the last one.  

[Ryan]

Don't tell me your cat goes for rides with you! Does she/he?  Lovely cat

[Ron Mc]

she actually did when she was a kitten - in fact, we took her everywhere, but she developed motion sickness as she grew up, so we still travel some with her, but no more big adventures.  

    

  

  

she's an Abyssinian, in her 3rd year and barely 7lbs - really a beautiful girl.  

[Deacon Patrick]

That's a mammoth sized tool box, Bill!

With abandon,

Patrick

[Bill Lindsay]

Well you have a mammoth sized dog, if it can eat a Hunqapillar.  

-SMILE-

[cyclotourist]

I see what you did there.

Cheers,
David

"it isn't a contest. Just enjoy the ride." - Seth Vidal

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[Mike S.]

I don't even own a Rivendell. Last year I made a call asking which struts I would need to turn my Mark's front rack into a Mark's rear rack (for my saddlebag). I got to speak with Mark directly, told him I had a cross check, and he sent me the proper struts, totally for free; struts, shipping and all. I had them in two days. I'm not suprirsed Riv has made this right for you. I don't own a riv but i make medium sized purchases every now and again and I will continue to do so; awesome company.

[dougP]

It can be done.  http://www.crazyguyonabike.com/doc/page/?o=Sh&page_id=74673&v=dL

[Ryan]

Well my Basil (Construction Pumpkin with a cat head ...I'm exagerrating a little) would seriously compromise my bikes' handling:) Anyway, she's a little beauty

[Mojo]

Oh my do I love this thread. The beginning was painful bit the ending is insane. You all are good community. Reason number 247 I love riding Rivendells.

[lungimsam]

dougP, what's that black strap attached to the dog's neck?

I'd think it was a collar, but it is pulled up so tight around the head. 

[dougP]

No clue.  The picture is from the crazyguy website. 

dougP

[cyclotourist]

It's a GoPro.

Cheers,
David

"it isn't a contest. Just enjoy the ride." - Seth Vidal

--

[dougP]

You got me thinking about the dog.  Here's the answer:

On Thursday, August 14, 2014 2:13:46 PM UTC-7, lungimsam wrote: