[Closed] Surly have got the right approach to customer service...

It's funny and it's generated three pages of discussion (and counting). Looks like a win for Surly in my book.

Interest and (generally negative) opinion about childish behaviour from a bike company doesn't usually equate to a win in sales figures.

Bad publicity is bad. Not good. Don't believe the cliche.

although if I wanted a pig iron frame I'd get an on one for half the price

That's the deal breaker with Surly for me, never mind any marketing tosh.

I still don't see how this puts people off, and in what way is it childish, it's a piss take pure and simple

Then you are their market. Good for you and them.

Obviously 🙂

this from than man who posted wanting to know if using different front and rear tyre sizes was ok ? To be honest darling it's not like you'll have to step outside your comfort zone for inane questions

Oooohhhh how far back did you have to go find that?

All Ill say is sad mate, very sad...troll someones history to have a pop...

You must have an awful lot of time on your hands...

But I guess it is half-term so that probably explains it..

The middle age middle management masses of this place are hardly their usual market either

Er - who is their market then? Surely 30-50 year old men with disposable income is the target market of pretty much all bike companies. Esp ones that are pedalling the steel is real line.

Oooohhhh how far back did you have to go find that?

All Ill say is sad mate, very sad...troll someones history to have a pop...

You must have an awful lot of time on your hands...

But I guess it is half-term so that probably explains it..

quick clicky on your profile, 30 seconds, but yes I am childish 😀

An I agree with ringo, but then he is firmly in the "it's all bikes and bikes are fun, so have a beer, enjoy the ride and chill the flip out camp"

Cougar - Moderator
Jesus there's some seriously uptight dicks on here, it's just a bit of a joke, do people really care?
It's funny and it's generated three pages of discussion (and counting). Looks like a win for Surly in my book.

This... a few folk here really need to get out more.

Surly are clearly just taking the mick out of their own brand perception. The people who are getting their bibs in a twist over it are probably people who wouldn't buy anything off them in the first place so doubt whether it will impact their business at all.

I like Surly, own 2 of their bikes and wouldn't consider myself as any shade of fashion victim - they just make really good, no nonsense bikes that work.

As far as their customer service is concerned, I've used it several times for general queries and it's always been excellent.

Agreed, bit of amusement and to be fair to them they've replied very quickly when i've emailed them a couple of queries in the past....unlike kinesis who seem incapable.

will now make the effort to buy something Surly...what really made me laugh was the way it pricked the self-inflated egos on this thread. Some of you lot are just a little too far up yourselves.

Nowhere near as up themselves as Surly, clearly.

Thank god for that, I thought you were being all nichest and serious for a minute.

See, we agree?

As you were.

I believe he is now employing what's known as 'the Edinburgh defence'. 🙂

Surly have got the right approach to customer service...

i've got a Surly flip-flop hub... the bearing never seem to last for more than six months before literally falling apart. my fixie has been sat downstairs for months now as i can't see the point in fixing the hub only for it to blow again a few months down the line.

not once has Surly responded to requests from my LBS. poo.

I use one of their chain-rings, will kittens die?

although if I wanted a pig iron frame I'd get an on one for half the price

Pig iron? AFAIK their frames are made from fairly decent double butted tubing. They're a step up from pig iron IMO.

By the same token, they're not finest reynolds hand made, but then they are a fair bit cheaper.

I'm biased, I have one, I like it, I think they make a decent bike.

They are shit though aren't they. Ugly crap bikes. No I've never owned one and I never will.

alex222 - Member
They are shit though aren't they. Ugly crap bikes. No I've never owned one and I never will.

Have you ever ridden one?

Have you ever ridden one?

I don't need to when they post videos like this on the old internets.

They are shit though aren't they. Ugly crap bikes. No I've never owned one and I never will.

man I wish I had guys like you to advise me on all matters in life

I'm biased, I have one, I like it, I think they make a decent bike.

I think I preferred the first blog...

http://surlybikes.com/blog/post/surly_customer_service_again

From their blog

Go ahead. Talk shit about us on “the forums”. Tell everyone how crappy of a company we are because we wouldn’t warranty your Steamroller with a seized seatpost that was left chained up outside of your dorm room for 5 years straight. See where that gets you.

😆

Can you hear that whirring noise?
That's Surly, backpedaling like mad.

For those of you that read my last blog post about Surly CS and understood it for what it was, another failed attempt at humor, then you need to read no further.

Ah, the Edinburgh, Minnesota defence.

Well, at least he knows he failed.

Oh, and if Surly are reading, I promise to contact all the people to whom I've forwarded this post and tell them you're very sorry and won't do it again.
On receipt of a nice new Disc Trucker.
E-mail in profile. Ta.

I agree - it makes them come across as quite immature and doesn't really entice me into spending money with them. Strange approach!

How many of the people who are moaning about this and saying its crap, have actually had bad customer service from Surly ?

Not many I wouldn't imagine.

Go back and read it again.... What surly wrote was a joke, but was also quite reasonable...

Don't bother us for free stuff
Don't call us whilst you are eating
ETA is estimated
We don't like rad slang gnarly bro
Why are you asking us that... It's all in the product specs.
Don't swear
How the hell am I supposed to know if xxx fits a specialized. You have a specialized, i dont, you work it out.
Go and bitch on a forum (like the paranoid slander flapper on lfgss )

The bikes are very good, and the customer service is exceptional. They will give you the benefit of the doubt on a warranty where other companies do nothing more than try and find a way to wiggle out of it.

Today (on a saturday) they have bailed out a chap who they really didn't need to. He was not entitled to a new frame, but he is cool, so is getting one anyway.

Because surly are not really surly, they are lovely chaps who ride bikes and drink beer, invent new wheel sizes, make the classic cross check and long haul trucker, and dress up as Alice Coopers mother and murder baby rabbits every full moon.

Any sign of Krampus / Krampus bits yet Charlie ?

The blog doesn't make them sound like cool brus, more like a hippy LBS that is too gnar for your custom 😀 The later response isn't too much better despite pointing out it was intended in humour 😕

They do make some fair points although both entries come across as immature rather than funny (but then I don't think Surly is aimed at me so maybe I just don't "get it")...

I have now re-adjusted my STWforumite-ometer to the those that get surly find things like the outcast funny and actually don't take themselves or riding seriously other than serious fun... and the rest of you. Strangely all the folks i've ridden with from here that I like are in the first category...I think i'd probably murder death kill the rest of you up-tight little PC hand wringers in about 30 seconds 😆

29+ lands with me on 20/2.

why would someone who is not a surly customer read their customer service statement. Its aimed at surly customers. I have not read the manual for a 2009 ford ka, because I dont have one, and its irrevelevant and I dont want to. So maybe you were considering a surly bike and ended up reading it, well maybe this is a filter to keep Boardman customers with Boardman, and keep surly, surly.

Complaining about it is a bit like going to a gay bar when you are very straight. There was a sign above the door... what were you expecting? If you came in curious... well now you now know.

[b] ** Obviously if you have a surly product and a problem they take it seriously ** [/b]

Marketing... this is epic... this cost them nothing, and has everyone talking about them. immature? jeuvenile? rude? or damned smart?

but they do murder rabbits whilst dressed as glam rock grannies.

[img] [/img]

Immature and they now know it, hence the back-peddling.

Silly boys caught out being silly.

If you wanna shout that you're like waaaay cool cos you "get it" then go ahead.
Make me smirk in the same way as when I see you track-standing at traffic lights. No, no, you DO look awesome.

I rather liked it. Then again I can tell when someone is taking the piss. I also smile when I fart, laugh at dick jokes, find the outcast hilarious and think there is too much po faced misery in the world.

Yes it may have been childish, but it was deliberately, knowingly childish while poking fun at themselves and I suspect if you were offended or didn't find it amusing you rather missed the point (and probably aren't Surly's target audience or have no experience of Surly customer support). No child I know could write something that amusing and grumpy sounding while still getting the point across to it's intended audience.

I'm sure Michael Macintyre will be along soon enough on the telly to give you some safe, clean, dull, middle class, sensible laughs.........yawn.

I'm sure Michael Macintyre will be along soon enough on the telly to give you some safe, clean, dull, middle class, sensible laughs.........yawn.

Oh dear, so if we don't buy into the desperately trying to be niche/trendy marketing guff, we all must be, like totally square maaaaaaan. Jesus.

I bet you all think the smug, self-absorbed cod philosophising in Reveal The Path was like, really deep and shit.

So maybe you were considering a surly bike and ended up reading it, well maybe this is a filter to keep Boardman customers with Boardman, and keep surly, surly.

Definitely no niche snobs here, no sir!

😆

LOL @ charlie.

This thread is STW comedy gold 🙂

I'm almost tempted to buy a Surly now.

Grum - I was taking the piss with the MacIntyre comment. Oh well....

What is "reveal the path" ?

And surly have been like that for years. It's not like it's a sudden new marketing ploy.

Complaining about it is a bit like going to a gay bar when you are very straight. There was a sign above the door... what were you expecting? If you came in curious... well now you now know.

Surly should have added this to the end of the blog. I'm sure they would love to be referred to as the "gay bar" of MTB 😀

why would someone who is not a surly customer read their customer service statement. Its aimed at surly customers

Maybe because people with their logical non emotional purchasing head on want to know what the warranty and service back-up on a product is before they spend their cash?

Grum - I was taking the piss with the MacIntyre comment. Oh well....

Nope. Nice try at Edinburgh. But no.

Surly's blog post strikes me as about as witty and amusing as one of those "you don't have to be mad to work here..." signs.

track-standing at traffic lights

Thank you for that!! The words "track-standing" have been absent from my vocab for 20 years...

..but you're wrong, it is very awesome and today, when sat in my dull car going to my dull job, anyone performing a calm, non-flappy strack-stand at the lights, followed by a swift getaway, gets muchos cap-doffing from me, which I'm sure makes their day 🙂

EDIT: But I still think the original post smacked of trying-too-hard, but impressed at the balls to make a correction, which reads a lot better.

Quality! always love reading what Surly have to say.... exactly charliethebikemonger..... some grumpy moaning buggers on here! haha

...........Surly bikes....bikes for bikers 😀

As has been said before, they're trying way too hard to be funny.

Maybe not a perfect way to get there message across but those points are all true IMO
And nothing thy needs ranting about

I think that some folk are forgetting this is STW - an irony free zone.

Brilliantly funny, and with a fair bit of truth thrown in. Hard to believe some folk are taking it so seriously though. In this day and age, when companies are so po-faced and serious about customer service, and when they come out with a load of bland corporate twaddle, it's great to read something like this. Makes me inclined to point my dosh in their direction.

Christ, some on here [i]really[/i] need to get a humour transplant, not that I'm pointing at anyone in particular; [cough] Grum, FeeFoo, justinbieber...[/cough], but I'm 100% with tazzy and Charlie. But then, I can understand irony and an oblique sense of humour. I utterly fail to get MacIntyre's brand of humour, or Brand, for that matter. Maybe I just respond to a more... [i]sophisticated[/i] type of humour.
And what type of user name is justinbieber, for heaven's sake! What are you, ten or something? 🙄

Maybe I just respond to a more... sophisticated type of humour.

Perhaps you could use some of it every so often?

I couldn't give two shits about the original blog, and I've found this thread amusing reading both different sides, but I dunno, are you trying to say that that blog was somehow funny in a [i]sophisticated[/i] way?

Now, if you were, [i]that[/i] would be funny, and in no way sophisticatedly so.

justinbieber - Member
As has been said before, they're trying way too hard to be funny.

Oh the irony... 🙄

Maybe I just respond to a more... sophisticated type of humour.

Oh dear. [cough] pompous buffoon [/cough]

It's funny how folk who are quick to point out that anyone who doesn't find an unfunny blog funny is uptight can't see past a funny forum name without getting all uptight about it. I must create an alternative log-in called onedirection.

So maybe you were considering a surly bike and ended up reading it, well maybe this is a filter to keep Boardman customers with Boardman, and keep surly, surly.

If that's not meant to be ironic, then it's the most pathetic statement I've ever read on STW.

But then, I can understand irony and an oblique sense of humour. I utterly fail to get MacIntyre's brand of humour, or Brand, for that matter. Maybe I just respond to a more... sophisticated type of humour.

A brand is a personality for a business. Surly brand is pretty unique and not everyone will like it, or get it, or want it.

Then you have countless other brands that are nothing more than a word. Take cube for example, it's a shape... And I have no other feelings about it or them. I don't know who rides for them, who designs them, why the bikes are what they are, what is the design philosophy. Nothing, it's just a lot of ok bikes.

Surly has a personality, there is a hole family of silly bikes, with silly names, in formats so distinctive that you won't even find an alternative in the cube specialized boardman ranges. The guys who work there are themselves, they don't assume a corporate controlled tone prescribed down from the top. Their warrantee and instructions talk straight with a whiff of fun, as if written by a human rather than a lawyer.

[url= http://surlybikes.com/uploads/downloads/Frameset_Warranty.pdf ]Warrantee[/url]

To compare the two brands cube (just an example, no hard feelings) and surly?... its a bit like buying a can of cola from a vending machine, or walking into a bar and having a laugh with the barman over a beer. In one experience you get what you need, job done. In the second scenario you get what you need, and some more, but there is always the risk you may think the barman is an immature silly boy.

I could of used the bands Big Fun Vs frank Zappa for that example.

There are an incredible number of bike brands, with 90% fighting over the same territory with near identical bikes, near identical brands.... Almost suffocating in the crowded market. I for one find it marvellous that there are bunch of guys making exceptional bikes in their own way. It's a refreshing breeze of dirty air.

How many people that are having a moan at Surly would have bought a Surly product before seeing the blog?

Not many i bet.
Seems a little odd to moan about something you have no interest in to me.

I buy some stuff from Surly because they are the only people that make it.
Couldn't give two hoots about what's on their blog.

I for one find it marvellous that there are bunch of guys making exceptional bikes in their own way.

I agree on that point - what I don't admire is the smug 'cooler-than-thou' attitude they seem to be adopting (which also seems to be shared by some on here).

And the 'why do you care' argument - well I don't care that much, but are people really suggesting they only ever comment on things that directly affect them? I've vaguely thought about buying Surly stuff (LHT) before - can't say their ****y blog would affect my decision either way if they had something I wanted at a price I was willing to pay though.

And please tell me this was 'irony'.

But then, I can understand irony and an oblique sense of humour. I utterly fail to get MacIntyre's brand of humour, or Brand, for that matter. Maybe I just respond to a more... sophisticated type of humour.

what I don't admire is the smug 'cooler-than-thou' attitude they seem to be adopting (which also seems to be shared by some on here).

Nerds envy right there 😉

Eh?

Let's get something straight, I was not moaning about it, I just said it put me off, wether it is a joke or not. I'll be honest I thought it was a joke from the beginning, but what people find funny is a view into their beliefs right?

Consider a racist joke, the Joker will say "It's just meant as a joke, are you so uptight that you cannot laugh at my joke? "

The subject of the joke reveals something about the joker.

The fact that somebody at surly with authourity to post on their blog finds this funny tells me that, yes the do get peeved by all of the things they moan about. Some are justified some are not.

I don't really care as I have a cargo bike which is really good, but I kind of fantasized about the surly as it seems so accomplished. But the jokey attitude makes me wonder how any potential customer service operative might treat a potential issue.

It isn't the end of the world, but the feeling you get about a brand is what makes you buy, and my feeling is that despite having an outward policy of good customer service, some people in Surly treat/consider customers with contempt. Which put's me off. That's all, no big deal, I don't care what they post, but they have educated me as to how they percieve their customers.

Perhaps they don't want fat middle aged git's who search for quality and service. It makes you slightly suspicious that perhaps they do not offer quality and service and cover this up with cool/surly/fashionable. Fine, if it works for them and their customers then happy days. I was just making the point that it put me off.

I buy some stuff from Surly because they are the only people that make it.
Couldn't give two hoots about what's on their blog.

Well I see your point, but what if the blog makes you wonder if the product is all that you thought it was?

but what if the blog makes you wonder if the product is all that you thought it was?

*looks at surly nates on bikes*..... ***k me, he's right! they're not tyres at all but german sexytime gimps strapped to my wheels...so that's how they get them so fat.....maybe that wasn't stans leaking from that "valve" either 😯

german sexytime gimps

You wish, dreamer!

Anybody remember when a certain (rather similar...) British bike company posted an email conversation/argument they'd had with one of their customers on their website? It was, ohh, 4 years or so ago? I seem to remember a similar thread about it at the time on here. They lost customers permanently because of that, I know that for a fact.

If this was a customer service "joke" from BT or Sky or Virgin or whoever, you'd be incensed.
But because it's from a company who you think makes you look young and cool, you can't wait to kiss their arses.

Pitiful hypocrisy.

If this was a customer service "joke" from BT or Sky or Virgin or whoever, you'd be incensed.

ACE! I don't think I've ever been incensed, I used to smell of patchouli oil a bit though.

and no I really wouldn't be..life is way too short to waste getting faux upset over something so silly.
If the surly thing really has caused some sort of outrage or upset, I politely suggest that you take a look at your life and be grateful that you have it so easy that you can afford to waste energy on such pish. 😀

Anybody remember when a certain (rather similar...) British bike company posted an email conversation/argument they'd had with one of their customers on their website?

no, linky?

Feefoo I really think you need to lighten up, quite frankly your boring me

🙂

I'm as light as a feather. Had a sooper-dooper day.

The weight of your faux-coolness must be a burden though. 😀

Aye it is 😉

Very good. Whilst you are all debating the pro's and con's of whether their approach is right or wrong, this thread remains on the first page of the forum. The more times I see the word 'Surly' the more accustomed to it I become and the more my mind accepts it as a 'safe' thing. I become comfortable with it and it is easier for me to believe they are a trustworthy company, somewhat regardless to the content of this discussion.
There is a very solid neurological basis behind the statement 'Any press is good press.'

There is a very solid neurological basis behind the statement 'Any press is good press.'

really? Do you think all the furore around jon venables is good for him? Or Pistorious, or remember the England Rugby "good press" during the 2011 world cup, Gatland doesn't think it's good. Or Ratners?

Sorry but it does not hold water.

That's so true. Ask any of the recent Jimmy Savile-gate celebs. They more than welcome the press.
And Findus. And Tesco.
And Ratners.
And etc.....

or Edwina currys effect on sales of eggs, or foot and mouth, or Bse..

I own a few of there caps they fit well the rest of it is for people that ride bikes far too much for my liking, and one of the surly blokes I met at ssec drank far too much beer, and had a huge beard ,quite frankly he scared me 🙂

really?

Exposure for a brand is a positive thing. For an individual or group of individuals the concept of a brand doesn't apply, therefore your examples aren't so relevant.

I had forgotten about Findus' crispy pancakes, now I will buy them once said horse scandal blows over. 😆

It's a bike company not a ****ing peado

Don't forget to get your jewellery from Ratners.... Oh no, wait a minute....
😉

What monkey says

For an individual or group of individuals the concept of a brand doesn't apply,

I'm sorry I don't agree, individuals use their brand to sell products:
beckhams
jade goody
any model or actress or crappy celeb you care to think of, including all of the examples listed above, are all "brands"

no, linky?

I wish I could. They plastered it on their homepage at the time, it's long gone now. It was disgraceful IMO, I read it through absolutely slack-jawed TBH, and I've never knowingly bought from the man in charge (responsible) at the time since, nor has my brother.

which brand? email me if you wanna keep it secret...

mechmonkey - Member

Very good. Whilst you are all debating the pro's and con's of whether their approach is right or wrong, this thread remains on the first page of the forum. The more times I see the word 'Surly' the more accustomed to it I become and the more my mind accepts it as a 'safe' thing. I become comfortable with it and it is easier for me to believe they are a trustworthy company, somewhat regardless to the content of this discussion.
There is a very solid neurological basis behind the statement 'Any press is good press.'

Other way round here - the more I read of this thread, the less I want to be associated with people who think they're special because they've bought a into a minority brand.
I'd still love a Disc Trucker, but I'd take the stickers off, just in case anyone stopped me to chat about my sophisticated humour, or how great I was 'cos I didn't buy a Boardman.