Cervelo big cheese email addresses???

Routier

My LBS have been trying to get a replacement frameset out of Cervelo Europe since last September and I'm getting very impatient now that spring is approaching. I've made contact with two 'customer service' people at Cervelo HQ but they don't give a toss so I thought I'd try to make contact with someone high up, however I can't find any addresses on Google.

Can anyone help please?

Savagestorm

Not what you asked for, but try Twitter (https://twitter.com/cervelo). Organisations tend to be very wary of negative publicity on social networks.

ellotreacle

If you do go down down the twitter route make sure you also send it to @philwhite007 who is the CEO and co-founder of cervelo.

meesterbond

You also get some of the Cervelo management over on the Cervelo Forum.

nicklouse

So what is the back story?

If the frame was faulty the shop should be sorting you out and then getting compensation from the distributors or the suppliers.

gpreeves

No harm trying to guess a few potential formats for Phil White's email and seeing which don't bounce.

phil.white/phil/philw/philip.white/philipwhite (@cervelo.com) etc

I'm not sure Gerard Vroomen is directly involved with Cervelo anymore, and he does say to speak via customer service, but there is an email address on his blog:

http://gerard.cc/latest/

Alternatively, send Phil White an invitation contact on Linkedin with a brief message included:

http://www.linkedin.com/pub/phil-white/2/8b5/8a3

Velonutter

I had a really terrible problem with Cervelo and Madison whilst being caught up with the change of European Distributor.

I called a couple of times Cervelo in Canada and after 7 months finally got the replacement frame which to my mind was built out of toilet roll tubes, the quality of workmanship was crap, get your money back and find something else that takes your fancy. The amount of Warranty issues that Cervelo have has got to be more than any other manufactuer

Routier

Interesting! Who did you speak to in Canada and did they actually help? I don't want to call unless it's likely to get me somewhere.

Thanks for the replies chaps. I might try guessing at PW's email depending on what happens in the next couple of days.

@ nicklouse - my LBS's manager is very on the ball with warranty claims and is doing his best to sort out the four claims and counting they have with Cervelo but it's very hard work.

Madison used to handle distribution and apparently were great but Cervelo's owners took it in house in late summer and I was too late in realising my frame was cracked to have it sorted by Madison. The shop is stuck dealing with a supplier which didn't supply the frame...

bernithebiker

If you're paying big money for a bike, (and Cervelo, Spesh, Trek, etc.) all fall into this category, then customer service has to be top notch, otherwise you might as well leave 150g on the table and buy a Chinarello or similar.

Fortunately, my dealings with Spesh so far (fork recall, + some BB issues) have been exemplary, but had they not been, no way would I buy an SL5....(when it comes out!)

Iamnot Wiggins

Velonutter wrote:

I had a really terrible problem with Cervelo and Madison whilst being caught up with the change of European Distributor.

I called a couple of times Cervelo in Canada and after 7 months finally got the replacement frame which to my mind was built out of toilet roll tubes, the quality of workmanship was crap, get your money back and find something else that takes your fancy. The amount of Warranty issues that Cervelo have has got to be more than any other manufactuer

I hear that Madison has stopped being the distro for Cervelo on account of this.

ugo.santalucia

So, basically if I read correctly, the counterfeit Cervelos are a much better bet... you get a similar product with the same customer support at a fraction of the cost

nicklouse

Routier wrote:

@ nicklouse - my LBS's manager is very on the ball with warranty claims and is doing his best to sort out the four claims and counting they have with Cervelo but it's very hard work.

.

I suggest you read up on your rights. The shop should be sorting out your claim with out you having to wait on anything from the maker/distributor. Your warranty is with the shop. Presuming you bought it from them. They should be replacing the frame or refunding you. And then getting reimbursed themselves.

Sounds like the LBS. is very up-to date on what they can get away with and you are not aware of your rights.

There are others on here who are better at exposing your consumer rights than me and hopefully they will chime in.

sloppyschleckonds

ugo.santalucia wrote:

So, basically if I read correctly, the counterfeit Cervelos are a much better bet... you get a similar product with the same customer support at a fraction of the cost

How many Cervelos have you owned?

Routier

nicklouse wrote:

I suggest you read up on your rights. The shop should be sorting out your claim with out you having to wait on anything from the maker/distributor. Your warranty is with the shop. Presuming you bought it from them. They should be replacing the frame or refunding you. And then getting reimbursed themselves.

Sounds like the LBS. is very up-to date on what they can get away with and you are not aware of your rights.

There are others on here who are better at exposing your consumer rights than me and hopefully they will chime in.

Thing is the old frame was an S1 which I got at the discounted price of £800 whereas the replacement will be a 2014 S2 worth £1700. Although I'll dread anything going wrong with it I reckon it's worth holding on for the S2!

giant_man

so basically yet another cracked cervelo, can't remember how many times i've heard this ...

eddiefiola

If you use a gmail addon called Rapportive it shows connected details for email addresses you type in.

philbar72

ugo.santalucia wrote:

So, basically if I read correctly, the counterfeit Cervelos are a much better bet... you get a similar product with the same customer support at a fraction of the cost

interesting to hear that both professional bike mechanics i know absolutely slate Cervelo product for being poorly made. a few clubmates ride them and are clearly very fast on them, but once you speak to people that service/ repair them and they see things us mortals don't, well it plants a seed in ones head.

for my money, if you get a good frame from a reputable company and get it built up by someone decent, they'll be able to advise you whats what. sounds like Cervelo need to invest in decent QA and customer service. and subject their bikes to a few hundred laps of hungry hill! that'll tell them if they've got a problem with their frames!

Grill

A good friend of mine who manages a bike store (who happen to stock Cervelo at one of their other locations) has told me about the lack of quality and issues with warranty. He said if it was up to him he'd dump them in a heartbeat, but they sell well based on the name.

raymondo60

I too have to add my name to those awaiting a Cervelo replacement frame. The retailer has been excellent though - Sigma Sport - and have kept me in touch with developments on a regular basis. I can't complain really - I have been offered an upgrade frame as my damaged one (the S1) is now out of production, but it is taking an inordinate amount of time. I had a similar issue with a carbon Cube a few years ago - that too took ages, but the retailer was again brilliant (Prologue in Sheen) and the similarly upgraded frame did arrive eventually. Patience is the only option really....

Routier

Result! Having emailed Cervelo Europe's customer service guy at the weekend he messaged me this morning telling me he'd spoken to my LBS. Long story short is that after a lot of persuasion Cervelo Europe have decided that they do have a frame in my size that I can have. It's due to be sent out tomorrow so I should have it by the weekend fingers crossed.

They're sending a 2013 R3 instead of an 2014 S2 but I'm happy that I won't have to wait till some time in April, or more likely later knowing them! As a 61cm it'll look like a farm gate but what the hell.

It's been stupidly difficult to get to this point and it seems as though Cervelo Europe and Cervelo Toronto really don't give a shoot about their customers but I'm looking forward to getting out on the bike.

Thanks for all the advice guys.

Routier

@ Raymondo60 - email service@cervelo-europe.com and tell Matthias that you need this sorting out asap. They're taking the pish by messing you around just like they did with me. You'll need to get the frame and claim/return numbers from the shop first. Be firm but polite and tell the LBS that you want it resolved or a refund.

Maybe try emailing Phil White too, you've nothing to lose.

raymondo60

Routier wrote:

@ Raymondo60 - email service@cervelo-europe.com and tell Matthias that you need this sorting out asap. They're taking the pish by messing you around just like they did with me. You'll need to get the frame and claim/return numbers from the shop first. Be firm but polite and tell the LBS that you want it resolved or a refund.

Maybe try emailing Phil White too, you've nothing to lose.

Thanks dude - I'll see how it goes

Father Faff

Real shame that Cervelos are getting such a bad name. I'm fairly new to road biking and more-or-less the first thing I heard about Cervelos was their reputation for broken frames. And yet everyone who is a "serious" racer seems to have them. In reality they are really no faster than any other bike and my ancient Scott CR1 seems to happily stay with them - and my Scott hasn't broken yet despite a couple of crashes.

Percy Vera

I would not touch Cervelo with a bargepole - too many stories of them braking.
I know of 4 or 5 personally that have broke - and people slag of the generic frames!

Velonutter

Routier wrote:

Interesting! Who did you speak to in Canada and did they actually help? I don't want to call unless it's likely to get me somewhere.s.....

Sorry, I wish I could remember, but I get the feeling there isn't too many people in that office!

Routier

Finally got it!

rozzer32

You must be about 7ft tall!!

sparklehedgehog

Routier wrote:

Finally got it!

Good looking bike

Calpol

sparklehedgehog wrote:

Routier wrote:

Finally got it!

Good looking bike

Ridiculous size head tube.

lawrences

I don't know how a frame with a scaffolding head tube could ever snap.

Routier

It's shame IMO that Cervelos have such long HTs these days but I guess it's what the MAMILs want!