No response from Riv ...

[Patrick Moore]

I emailed some time ago to donate my recent $25 gift certificate either back to the asset side of the balance sheet, or to a needy cyclist, but no one responded; think it was to Will. Who best to contact about this?

It's not a big deal, but I don't want $25 useful dollars (actually, $50 if they still have an earlier $25 certif on the liability side) to sit forever in limbo.

Tx.

--

------------------------------------------------------------------------------------

Still 'round the corner there may wait
A new road or a secret gate,
And though we pass them by today,
Tomorrow we may come this way
And take the hidden paths that run
Towards the Moon or to the Sun.

                                --- J.R.R. Tolkien

-----------------------------------------------------------------------

Resumes, LinkedIn profiles, bios, and letters that get interviews

By-the-hour resume and LinkedIn coaching

Other professional writing services

Expensive! But good.

http://www.resumespecialties.com/

Patrick Moore

Alburquerque, Nuevo Mexico, Etats Unis d'Amerique

[Richard Rios]

Why not just call and ask? I've had emails go unanswered on occasion but the phone always seems to be picked up pronto when I've called....

[Patrick Moore]

As my boss gently suggested recently when I told her a client wasn't responding to emails: Why not call him? It did work.

Thanks for nudging me toward the obvious.

On Wed, Feb 27, 2019 at 12:19 PM Richard Rios <richard...@gmail.com> wrote:

Why not just call and ask? I've had emails go unanswered on occasion but the phone always seems to be picked up pronto when I've called....

--
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-bun...@googlegroups.com.
To post to this group, send email to rbw-owne...@googlegroups.com.
Visit this group at https://groups.google.com/group/rbw-owners-bunch.
For more options, visit https://groups.google.com/d/optout.

[Ash]

Patrick,

There seems to be a problem with Will's email system.  Better to call him.

Yesterday I was at Rivendell HQ to pick up my new Appaloosa frame.  I mentioned to Will about my emails to him over last few months to which I had not received response.  He looked up the outbox on his laptop and I could see that he had indeed responded to all of my queries.  There's nothing from Will in my Gmail.  It is a mystery.   This's something for Riv to investigate with their business email provider.

Ash

[Patrick Moore]

Thanks, Ash. Will call.

--
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-bun...@googlegroups.com.
To post to this group, send email to rbw-owne...@googlegroups.com.
Visit this group at https://groups.google.com/group/rbw-owners-bunch.
For more options, visit https://groups.google.com/d/optout.

[Toshi Takeuchi]

Hmm, I've emailed Grant, Will, and Jenny recently, and it is fairly unusual for me not to receive a reply from anyone, so maybe there is an outgoing gmail problem with Riv.  It was clear that they probably saw my email because they were able to accommodate my request regarding an order...

Hmm.

Toshi

[David Bivins]

I would assume you're correct about an outgoing email problem - I
called recently and talked to Grant about a fender fit issue, so
they're ready and willing to help via phone at least!

[OwenS]

I have to agree. As much as I'm loving my rivendell bike, they were TERRIBLE at responding to my emails - slow response times, and curt responses.  And it isn't as easy to just call them from Australia.

[David Bivins]

That's terrible to hear about curt responses! I've emailed with Roman
about film and photography, with Grant about diet, and with anyone who
will answer about orders, fit, etc. I understand that it's difficult
to call from Australia. I have work colleagues there (I'm in Brooklyn,
NY) and we obviously have a difficult time scheduling meetings
together. This might be feedback that they would want to hear.
Especially if their email system is having issues.

David B in Brooklyn, NY

[Joe Bernard]

I get longish answers from Grant about this, that and the other thing sometimes; and sometimes not at all. He's made it clear on the Blahg he reads all the conversational (the only kind I send) email, but can't answer every one. I try to speak in a "this is what I think" way without asking a question so he can just read the thing.

Will tends to speak in short bursts. I don't find it "curt", it's just the way he talks electronically. It's fine with me.

[Drw]

Sheesh,
I’ve only had what would be described as amazing correspondence with any and everyone at Rivendell by phone or email.... and I’ve asked some really irrelevant questions. I’d imagine it’s a tech issue or a busyness issue.

[Ray Varella]

Just a thought———-check your spam folders regularly.

I find all sorts of emails in mine, oftentimes I find messages that I initially thought were not answered.

Ray

[Joe Bernard]

Another thought: Be aware that it's terribly easy for us to pepper Riv - especially Grant - about Rivbikes (and Bridgestones) we bought used, and it doesn't relate to the business their in. I'm not saying they won't answer, but it probably isn't going to be a priority over customer inquiries.

[Ash]

Hi Ray,

I can't thank you enough for this message!

I thought I had understood Gmail, but apparently not.  Every time (to just Will's emails, but has happened in other occasions too) I don't receive a response for an email, I would do a search assuming that the search included the spam folder.  When I expand the search field, it even says "All Mail" is default scope.  Apparently not All does not include spam.  I have to explicitly search the spam folder :(

THANK YOU! THANK YOU!

I need to write an apology email to Will for wasting his 5 minutes trying to diagnose the missing email issue.

[Joe Bernard]

Knowing what you asked about might explain the responses.

[DarinM]

I think I remember that you bought your Clem used from a member here, right? I wouldn't expect much in response from any company about their goods I bought used. Rivendell's are unique and exciting and may make you want to reach out to them directly for help or whatever, but your purchase of the bike used hasn't really benefited them in any way. Like any small business, they are very busy and every employee is likely juggling a lot of things at once. Inquiries from non-customers are probably pretty low on their priority list.

I don't mean this as a shot at you, but certainly something to be aware of when contacting them. On the other hand, the list here is a great resource for most questions regarding new and used Rivendells, and it's free!

Darin 

On Sunday, March 3, 2019 at 5:19:58 PM UTC-8, OwenS wrote:

Unfortunately the spam folder doesn't explain the curt responses ;)

--
You received this message because you are subscribed to a topic in the Google Groups "RBW Owners Bunch" group.
To unsubscribe from this topic, visit https://groups.google.com/d/topic/rbw-owners-bunch/q7Lsi9ERi5o/unsubscribe.
To unsubscribe from this group and all its topics, send an email to rbw-owners-bun...@googlegroups.com.

[Justin, Oakland]

I dislike assuming a critical customer's motivations as much as I do a complaint without full context. I think it's fair for everyone to take a breath, back away from their keyboards and go for a walk.

On Sunday, March 3, 2019 at 7:49:51 PM UTC-8, OwenS wrote:

Perhaps it's best to understand the full picture before making such assertions, Darin. I had spoken to Rivendell for several weeks with every intention of purchasing and shipping a bike to Australia. In fact it was the lack of help/feedback from them that actually encouraged me to look elsewhere including this very forum. Which was not only an amazing resource for all things Rivendell but also allowed me to source a bike from a member here who was extremely friendly, responsive and helpful in my quest to obtain a Rivendell. In addition, the member here who I purchased it from was selling it unused and still boxed due to it being the wrong size - with all sale proceeds going towards him purchasing a different model/size bike directly from Rivendell. So I would say that both premises in the case are incorrect. To label me as a non-customer is simply inconsiderate and untrue.

[sameness]

I dislike tomato soup. Which is weird, because I love marina sauce. And without salsa, life would be a mistake. #notalltomatoes

Jeff Hagedorn
Los Angeles, CA USA

[Justin, Oakland]

Is the vine that tomatoes grow on called a tomafoot and is the plant called a tomafeet?

[Joe Bernard]

I don't even know what a "curt email" is. In my experience Riv emails are intentionally short and succinct..it prevents wordy confusion, plus whoever answers it is usually doing something in the shop at the same time.

[DarinM]

Ok, sorry to have assumed that was the case in your situation. I don't know the specifics of your interaction with Riv other than what you've explained, which is that you had less than satisfactory interactions, and bought a bike from not Rivendell. I assumed an order which I now know was incorrect, though I still don't know anything about the interaction. I also don't see how you buying something from someone who will then buy something from Riv removes you from the non-customer category.

I generally think complaining about customer service online is pointless in the first place as only one person has any context of the situation. This thread was as good as solved after the second post.

Sorry that you had a poor experience with Riv, but it's great that it didn't stop you from buying and appreciating one of their bikes.

Darin

On Sunday, March 3, 2019 at 7:49:51 PM UTC-8, OwenS wrote:

Perhaps it's best to understand the full picture before making such assertions, Darin. I had spoken to Rivendell for several weeks with every intention of purchasing and shipping a bike to Australia. In fact it was the lack of help/feedback from them that actually encouraged me to look elsewhere including this very forum. Which was not only an amazing resource for all things Rivendell but also allowed me to source a bike from a member here who was extremely friendly, responsive and helpful in my quest to obtain a Rivendell. In addition, the member here who I purchased it from was selling it unused and still boxed due to it being the wrong size - with all sale proceeds going towards him purchasing a different model/size bike directly from Rivendell. So I would say that both premises in the case are incorrect. To label me as a non-customer is simply inconsiderate and untrue.

On Mon, Mar 4, 2019 at 12:49 PM DarinM <darin...@gmail.com> wrote:

[lconley]

Calling Riv is like a box of chocolates, you never know what you are going to get. I have called and Grant answers the phone and I have also called and gotten someone that was condescending and borderline rude. I still buy bikes (or more correctly frames) and parts from them, 12 at last count (only the Mystery Bike was a complete). I am positive that there are people that consider me a complete a******e when they talk to me on the phone. Cut them some slack, they are just people. And cut the callers some slack, also - anyone that calls is a potential customer. The TV Cable Company phone people, however.....

Laing

Cocoa FL

[Abcyclehank]

Ray and Ash,
I found you suggestion and appreciation of said suggestion refreshing. Also benefited myself.
No ideal why some of their (Riv’s) correspondence lands in my inbox and some ends in Spam.
I will say I put Rivendell’s customer service in the top 1% of all businesses.
Nuff said.

Ryan Hankinson
West Michigan

[Howard Ramsay]

@ Patrick  How gracious of you to offer the gift certificate back to RBW.  Regarding email, I have noted ( with a lot of concern) how staff at RBW have cut their hours way back due to lack of steady cash flow. (Reference GP's Blahg.)