[Closed] Poor service from Silverfish - discuss

[i]If it had been me I'd have kicked off big style with Silverfish [/i]

When in fact it was the retailer you should have chosen to sound off at as it's their responsibility to get it sorted.

Who was the retailer, btw?

as a recent thread proved, '[url= http://singletrackmag.com/forum/topic/uk-bike-store-being-funny ]my mate[/url]' posts tend to have three sides. your side, his side and the retailers side.

I can't wait to hear richiethesilverfish's side...

Er, why do you assume its silverfish and not your dealer?

He should be kicking off at the retailer, they're the ones holding his money and they're the ones who should have given him a new wheel or a loaner by now.

In turn, they should be the ones ranting at the distributor, because the shop's race team is a wheel short because they had to give it to a customer whose new wheel still isn't fixed by now.

Almost worth creating a sticky for this, it comes up so often.

Tbh, things can easily get confusing when dealing with warranty claims and distributors.

I have found the Silverfish guys in the past to be helpful and sort it out logic even if a little costly but that's bikes for ya.

I hope you get kicked off at for just posting up trash like this on your mate's behalf.

I'd love some more facts before I get out my trusty pitch fork.

Do we know why there have been delays and what updates have been given to the dealer during the 6 weeks?

Silverfish don't distribute Lapierre.

Get the **** in, just as I was about to do some work.

Brew is incoming

Silverfish don't distribute Lapierre

Silverfish don't distribute Lapierre.

Damn, Brant beat me to it!

Hotlines Europe Ltd is the company you (well actually the retailer) should be speaking to.
Maybe that's why it's been 6 weeks, they're talking to the wrong people... 😳

At a guess, they do Easton though?

They do but as the bike came as part of a complete build, it's still technically Lapierre and therefore Hotlines.

I see. What a tangled web we weave.

Crazy legs, you're assuming that the Eastons were oem fitted and not purchased aftermarket.

now this could get interesting. 😛

Hob nobs anyone? Kettles on.

Anyone have any crisps? I know, I know, but I've eaten a fair few biscuits already.

Easton Vice fitted as stock here - http://www.lapierrebicycles.com/2014-bikes-mountain-all-mountain-zesty-am-727

I have hob nobs to hand.

[i]this bike is ready to shred[/i]

mostly.

spoke directly to Silverfish last monday who assured him it would be posted to him (not the retailer) directly to avoid further delays and be with him for Wednesday. If they'd said we're having problem with supply it's going to be delayed that's fair enough. I've dealt with Silverfish before and had mixed experiences.

[img] [/img]
Poor little fella is trying his best..

^ That little fella is James. Trust me, he's a knob. Owes me £5.

Hello Younggeoff

I would suggest that your friend speaks directly with the store in question.
Needless to say, the info that I have here in front of me does [i]not[/i] tally with what you're saying.

I'm not going into the ins and outs on a public forum but if he would like to speak to me directly I'd be more than happy to do so.

I can also confirm that the wheel has already left so should be with him today.

Oh and Sandwicheater - That's Bob. James left two years ago.Bob's pretty annoyed you're besmirching his good character.

[i]I'm not going into the ins and outs on a public forum[/i]

*is disapoint*

James.... Bob.... they all look the same........

racist

I'll have you know I'll race anyone!

You wouldn't wanna race Bob.. .

There's at least one member on here that know what I mean if I say "Brunters" 😉

I'll have you know I'll race anyone!

I now have tea all down my tie.

Too measured a response from Richie - can you not kick off properly, it's far more entertaining....

I expected more from this thread.

*sulks.

Reading between the lines, i'd be pretty pissed off if i was the op

Hello Younggeoff

[s]I wo[/s][b]u[/b][s]ld suggest that you[/s][b]r [/b][s]friend spe[/s][b]a[/b][s]ks directly with the store in question.
Needless [/s][b]to [/b][s]say, the inf[/s][b]o [/b][s]that I have here in front of me does not ta[/s][b]l[/b][s]ly with what you're saying.[/s]

[s]I'm not going into the ins and outs on a pu[/s][b]b[/b][s]lic for[/s][b]um [/b][s]but if he would like to speak to me directly I'd be more than happy to do so.

I can also confir[/s]m [s]that the wheel has [/s]already[s] left so should be with him today.[/s]

U R A TOOL BUM!! This sh1t just got serious.

IGMC

quiet day at the office is it, Sandwicheater?

😥 Yes, yes it is.

[img] ?w=474[/img]

It's very poor service from Silverfish.
We all came into this thread expecting a public lynching or at the very least a flogging.

And you've been REASONABLE! And POLITE! 😯

Richie, please go away and think about what you've done. This is STW, there's no place for behaviour like that.

*reported*

This thread promised so much. I got biscuits and everything, I was expected a few good pages. But as usual I just feel used and slightly disappointed.

😥

The wheel is on it's way now Geoff; successful post I reckon 😉

I can also confirm that the wheel has already left so should be with him today

unless they put it on a hotshot courier, sounds like it left earlier in the week...

Why do the 'mates' in these kinds of posts never actually seem to make the posts themselves . . . .

Why do the 'mates' in these kinds of posts never actually seem to make the posts themselves . . . .

I have loads of mates that wouldn't be seen dead on STW.

Then again, I don't start threads on their behalf every time they have a grievance with someone.

I feel so let down by this thread! We really need more details 🙁

Why are silverfish involved if they don't sell the products?

I've boiled the kettle 3 times waiting for this to get good!

Ruined by politeness 😉

They do sell the products but in this case they were OEM wheels so the 'mates' real beef was with the shop, then Hotlines and Silverfish should have come a distant 3rd, if at all. It may have taken longer than they'd have liked for it to get sorted but this kind of thread title is just inflammatory bollox designed to shame the wrong people into action.
I deal with Silverfish on an infrequent basis and have always found them to be very good. Come to think about it, I may start a thread to that effect.

Has the wheel arrived yet??

Now, there is a question......

Well said Toppers. I'm sick of this kind of bullshit on here and the internet in general - trying to use the threat of reputational damage to leverage a result. What happened to ask nicely, wait patiently like a normal adult?

Silverfish replaced an ISIS BB on warranty for me in 2003. A couple of months ago it gave up the ghost.

#notfair
#notgoodservice

😉

I just got a beer in, can someone please kick off.....

Please don't refer to them as ISIS bb's any more, it's the 'so called' ISIS BB.

Anyway Silverfish are ace, we have found that no one really knows when anything is arriving, it's all made up.

They do but as the bike came as part of a complete build, it's still technically Lapierre and therefore Hotlines.

It generally doesn't work like that.
Problem with a Shimano part on a Trek? Warranty part sourced through Madison
Problem with Suntour forks on a Specialised? Warranty through Greyville.

Both of the above are warranty claims I've personally handled
Brands don't generally keep stock of all parts they fit to their bikes.

Anyway Silverfish are ace, we have found that no one really knows when anything is arriving, it's all made up.

Only time I had a warranty claim with a RaceFace component they sorted it out very quickly.

Ahhhh. Thanks for the comments - It's making me feel all warm 🙂
Or it's because I've wet myself . . . again.

As for the ISIS BB Jam1974 - which one was it? We might still, genuinely, hold stock of bearings.

[img] [/img]

My only grievance with silverfish is I couldn't afford the cinch fat bike crank and had to get a cheaper race face one instead, if Richie send me one over all will be forgiven. 😉

Hi Richie, I will check. The replacement you guys provided has a grease port which the original didn't.

Unless I've missed somthing the op has gone rather quite.
And to add on the odd occasion I've had warranty dealings with silver fish they have been great and far better than many

Geoff, are you there? Is your big buddy back on the trails?

Have you been paid to keep quiet by richiethesilverfish?

I've been lied to by so many throughout my life, I really need some evadunce.. Has that wheel arrived? I want postal marks and pitchers
Don't leave me hanging friend xx

We deal with Silverfish and they are a really helpful bunch of guys/gals. Rep is ace and the customer service is pretty spot on. Chapeau to Richie (for once again) addressing matters on a public forum.

Andy
bikehaus

evadunce.

Oh! That's good. Very good!

Good news, looks like the wheel has finally arrived 🙂 shame he's missed 6 weeks of half decent weather to go riding 🙁

[i]shame he's missed 6 weeks of half decent weather to go riding[/i]

for which he's blaming the retailer?

younggeoff - Member
Good news, looks like the wheel has finally arrived shame he's missed 6 weeks of half decent weather to go riding

Erm.. optimistic, I'll give you 2 weeks max interspersed with drizzle...

😉

shame he's missed 6 weeks of half decent weather to go riding

I would suggest he (or you) look at this timescale a little closer . . . .

Richie, that's not on. My kettle had boiled in anticipation, now it's gone cold again. Now i have to go and boil it again. Can you make up your mind if we're having a proper biscuit session or not?

Sorry theotherjonv - that's all you're getting.
Besides, biscuits are bad for you. It's you I'm looking after 🙂

He should race Bob - that'll burn of the fattybumbiscuits 😛

This is why distributor at all cost try to stay away from end users!

It generally doesn't work like that.
Problem with a Shimano part on a Trek? Warranty part sourced through Madison
Problem with Suntour forks on a Specialised? Warranty through Greyville.

Both of the above are warranty claims I've personally handled
Brands don't generally keep stock of all parts they fit to their bikes.

Well that is were the whole industy has gone wrong. I deal with such request on a very regular basis for parts on various bike we can't have
1 because we're an ASM business
2 because basically you should ask for the part directly from the brand
3 most of the time I have no idea of the part you need

Then the brand may or may not contact the local importer but that is a whole different story.

Then obviously you have the specific contract between two manufacturers, so depending of the brand of the bike the local importer the answer may be different 😉

To close the story short, well done on Rich.

Well that is were the whole industy has gone wrong

Well not really mate!
There's lots of identical parts fitted to many different bikes, so that would mean that every brand would have to stock every Shimano, SRAM, Rockshox, Fox etc etc etc part that they fit to their bikes. Not practical...! 🙂

Well when your ducat is broken down, you call a ducatti dealer 😉
Same for a car you call the car dealer, not the manufacturer of the part
Then the manufacturer should contact the provider of the part. It is indeed easier for the brand which OEM range is identical to the ASM one.

To be fair two things really piss me off on the phone having a final Customer, and worst, having a final Customer who want help with his canyon...

I can't think of any brands that don't direct dealers/customers back to the distribuor of the part. Who do you work for Juan?

And incidentally Richiethesilverfish told me my Race Face body armour order had absolutely [u]definitely[/u] been sent out on three seperate occasions before it finally turned up! 😉

Did I?
Doesn't sound like the kind of promise I'd make.

You sure I didn't say "I've definitely received your order, doubled it, added some more and will ship and invoice you for it sometime in the future"
That's far more my style . . .

I've not read the thread so I maybe speaking out of context as it's progressed but I'd just like to pitch in that I experienced great customer service from Silverfish in relation to an out of warranty claim. Rich was prompt in answering Emails and ensured dispatch of a charitably discounted frame was speedily and efficiently handled.

I can't think of any brands that don't direct dealers/customers back to the distribuor of the part.

Well Specialized to start with, Scott as a second, Kona are the first that spring to mind.