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I just got shafted by Marzocchi...

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bullcrew

bullcrew

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Dec 8, 2004
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sirknight6 said:
OK, this one is simply weird, and it ticked me off a bit. I sent my 888 Works to ‘Zoke for a rebuild and a stanchion replacement. They charged my credit card, and they were paid. The thing is, I had a Marzocchi bag with the fork. I sent them my fork in the bag boxed up. I got my fork back tonight, with no bag. :disgust:

I called them up, and they said, there was no record of any bag. Now, I know there was because the RMA and payment information, plus a list of what was discussed to be done folded up and placed in the pocket. Not only did they say they did not receive a bag, but they had no interest in locating the bag, or replacing it. Funny how they got their payment though! Now, I did not send them the fork and bag to have them gank the bag. I don’t care who the company is, this is theft. :disgust1: I use the bag when I take the fork off and/or transport it, not that it matters, as what I use it for is no ones business.

It just pissed me off. So, I’m debating on calling the credit card company and reporting the payment as fraud.

Any thoughts or suggestions would be more than welcomed.

Great forks, sh!ty customer service thus far...:plthumbsdown:
Click to expand...
Give me your adderess and Ill send you my bag, I dont use it anywase.... It just sits in the closet along with all my bike msc. stuff.
 
Patan-DH

Patan-DH

Monkey
Jun 9, 2007
458
0
Patagonia
The problem starts when you get marz-hucker fork.

There are so many faggots showing their loyalty to the brand in Mtbr that i got sick and found this site, Where i can discuss with real world Dh racers...
 
sriracha

sriracha

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Jun 9, 2006
496
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sux you lost your bag, but seriously, you shouldn't have sent it in. never send in more than you absolutely need to, regardless of the company.

i just sent in my roco, and pulled everything off i possibly could...spring, bushings, knobs. they turned it around within a week and even gave me a call to let me know it was done and being shipped out.

i've had nothing but great customer service from marzocchi. i think a lot of it has to do with how you act over the phone. if you act like a douche, they'll treat you like a douche. if you're chill with them, they will be chill also. and yeah, ronnie is the man in the tech dept...

i hope you get your fork bag returned, cuz they sure are nice, fuzzy and warm.
 
SK6

SK6

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Jul 10, 2001
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I'm 42, father of 3 teenage 11th grade boys, married, work at a large prestigious law firm as a litigation technology specialist, certified. I approached it in as professional a fashion as I do in the course of business.

The point is, I did not say, "Hey dude, where's my bag?" Although the response was, "We have no record of receiving it." WTF kind of response is that? The payment info and correspondence was in the mesh pocket, zipped up. So not only thievery, but lying as well.

Again, its the point. In no other professional industry do you see this happen. My mistake was making the assumption Marzocchi was a reputable professional business. However, as it would seem, with as much money as they make, they are not.:plthumbsdown:
 
sriracha

sriracha

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Jun 9, 2006
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sirknight6 said:
...I approached it in as professional a fashion as I do in the course of business...
Click to expand...

hmmm....yeah, sounds like you got hosed. stay on them and hopefully you'll get the fork bag returned.

keep in mind, this is the bike industry, where people choose this career route to avoid being professional.:monkeydance:


btw, i wasn't implying that you were a douche...i hope my point was clear on that.
 
Tootrikky

Tootrikky

Monkey
Jul 31, 2003
772
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Mount Vernon
How many people did you talk too at Marzocchi, did you ask to talk to a supervisor, proabably just caught someone on a bad day? When I worked CS god forbid when we felt like we were in the right and customer disagreed the supervisor's job was to always make the customer happy (even if we were right which I think they are). Talking to a supervisor in a polite manner (with no mention what so ever of your job title or theft), I am sure will get a you your bag back, who wants to lose a customer over something so stupid.
 
Tmeyer

Tmeyer

Monkey
Mar 26, 2005
585
1
SLC
Patan-DH said:
The problem starts when you get marz-hucker fork.

There are so many faggots showing their loyalty to the brand in Mtbr that i got sick and found this site, Where i can discuss with real world Dh racers...
Click to expand...

:disgust1:
Come on back when you have something useful to add.
 
Tootrikky

Tootrikky

Monkey
Jul 31, 2003
772
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Mount Vernon
sirknight6 said:
I'm 42, father of 3 teenage 11th grade boys, married, work at a large prestigious law firm as a litigation technology specialist, certified. I approached it in as professional a fashion as I do in the course of business.

The point is, I did not say, "Hey dude, where's my bag?" Although the response was, "We have no record of receiving it." WTF kind of response is that? The payment info and correspondence was in the mesh pocket, zipped up. So not only thievery, but lying as well.

Again, its the point. In no other professional industry do you see this happen. My mistake was making the assumption Marzocchi was a reputable professional business. However, as it would seem, with as much money as they make, they are not.:plthumbsdown:
Click to expand...


BTW The fact that you imply being 42, a father, and a Litigation Specialist makes you more in the right than the usual young punk DH'r that has and issue with CS, tells me you most likely irritated someone at Marzocchi, whom otherwise might have been helpful.

Oh and furthermore, sounds like Marzocchi accepts forks directly from the consumer....kudos to them. Situations like this however will change that.
 
SK6

SK6

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Jul 10, 2001
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sriracha said:
hmmm....yeah, sounds like you got hosed. stay on them and hopefully you'll get the fork bag returned.

keep in mind, this is the bike industry, where people choose this career route to avoid being professional.:monkeydance:


btw, i wasn't implying that you were a douche...i hope my point was clear on that.
Click to expand...

Point made, no offense taken. :thumb:
 
sriracha

sriracha

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Jun 9, 2006
496
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Tootrikky said:
...Oh and furthermore, sounds like Marzocchi accepts forks directly from the consumer....kudos to them. Situations like this however will change that.
Click to expand...

yeah, most companies will make you go thru the bike shop that you made the purchase (coughsramcough). not many companies deal direct with joe-schmoe customer.
 
SK6

SK6

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Jul 10, 2001
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Tootrikky said:
BTW The fact that you imply being 42, a father, and a Litigation Specialist makes you more in the right than the usual young punk DH'r that has and issue with CS, tells me you most likely irritated someone at Marzocchi, whom otherwise might have been helpful.

Oh and furthermore, sounds like Marzocchi accepts forks directly from the consumer....kudos to them. Situations like this however will change that.
Click to expand...
No, it just indicates I approached them in a manner consummate with my profession and age; PROFESSIONALLY.

And, if taking the fork directly from a consumer results in sh!tty service and theft, then it SHOULD change.
 
James

James

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Sep 11, 2001
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sirknight6 said:
I'm 42, father of 3 teenage 11th grade boys, married, work at a large prestigious law firm as a litigation technology specialist, certified. I approached it in as professional a fashion as I do in the course of business.

The point is, I did not say, "Hey dude, where's my bag?" Although the response was, "We have no record of receiving it." WTF kind of response is that? The payment info and correspondence was in the mesh pocket, zipped up. So not only thievery, but lying as well.

Again, its the point. In no other professional industry do you see this happen. My mistake was making the assumption Marzocchi was a reputable professional business. However, as it would seem, with as much money as they make, they are not.:plthumbsdown:
Click to expand...
It's possible that the bag wasn't stolen, just that the fork/paperwork were taken out of it, and it was put aside. I'm sure they've got a few rolling around the shop, and maybe the guy who you spoke to wasn't the same guy who received the fork.
Not that they're lying, just maybe not as well organized on that part as they could be? Not backing them, you should have been taken care of either way, but it might not be malicious.
I know how a lot of those warranty/repair areas are in the industry, and I could see that happening pretty easily.

Just a thought...

James
 
binary visions

binary visions

The voice of reason
Jun 13, 2002
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Couple things:

First of all, no company wants anything other than the part to be warrantied. You should never send anything else. Fact is when you deal with a ton of parts, you can't possibly keep track of them or the extras that were sent in. Hell, send in electronics and most companies tell you to take out the battery.

Second of all, if you even mentioned the word "theft" or "taken" in the course of your conversation with them, as you have done here numerous times, they probably just shut down and stopped listening. Nobody stole your bag. It got put aside and possibly thrown out, and nobody wants to be accused of theft on an honest mistake. You do something like that and people like to flip the switch from "listening" to "I don't care."

All that said, the bags are cheap and they should have just shipped you a new one without questioning it. It would have avoided a hassle all around. But it's a cheap bag and shouldn't have been sent to them, repeating over and over that it was theft or threatening to rescind payment seems kind of extreme, doesn't it?
 
pdawg

pdawg

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Feb 27, 2006
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Golden Rule of customer service (fortune cookie wisdom):
- To a company, it costs more money to lose a customer than to keep them.
- People are ten times more likely talk about negative experiences than talk about postive ones. :busted:

Why not write a friendly letter to the management, documenting exactly what happened. Most likely they send you out a new bag... no questions asked.
 
phingerhex

phingerhex

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Mar 3, 2006
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oakland/pacifica
dhmike said:
I'd ask to speak to someone in charge and see if you can't get it sorted out.
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i think i would try this before you do the whole fraud thing.speak to a manager tell them your an unhappy customer and see what happens then .[/QUOTE]

Speaking to Marz is like talking to a brick wall about hair highlights and best of disco tunes. - it's worthless
 
SK6

SK6

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Jul 10, 2001
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binary visions said:
Couple things:

First of all, no company wants anything other than the part to be warrantied. You should never send anything else. Fact is when you deal with a ton of parts, you can't possibly keep track of them or the extras that were sent in. Hell, send in electronics and most companies tell you to take out the battery.

Second of all, if you even mentioned the word "theft" or "taken" in the course of your conversation with them, as you have done here numerous times, they probably just shut down and stopped listening. Nobody stole your bag. It got put aside and possibly thrown out, and nobody wants to be accused of theft on an honest mistake. You do something like that and people like to flip the switch from "listening" to "I don't care."

All that said, the bags are cheap and they should have just shipped you a new one without questioning it. It would have avoided a hassle all around. But it's a cheap bag and shouldn't have been sent to them, repeating over and over that it was theft or threatening to rescind payment seems kind of extreme, doesn't it?
Click to expand...
While I said theft here, I never mentioned that on the phone. However, in the response, and the manner in which the conversation went, no interest in finding the bag was portrayed. To take it a step further, it was implied that I had in fact lied about the bag, and that I never shipped one with the fork. This mentality was expressly implied and was indicated by the means by which the individual replied to my inquiry.

And there seems to be some confusion as to why I sent it in the bag. It's quite simple, the transportation of the fork, which the bag was in fact designed for. It afforded padding and protection, henceforth the reason I sent it in the bag in the first place; protection of the fork.

Regardless of how they feel about parts, it is not a big stretch to keep the bag, the method by which it was shipped, in the vicinity of the fork. No matter what argument some may have, bottom line, it was wrong. There is no other argument to be had. Had the demeanor of the individual on the phone been different, then a different post would have been made.

Again, it is the principle of it. If you took your car/truck/SUV/Minivan in for an oil change, you'd expect your floor mats to be returned with it at the end of service.
 
SK6

SK6

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Jul 10, 2001
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pdawg said:
Golden Rule of customer service (fortune cookie wisdom):
- To a company, it costs more money to lose a customer than to keep them.
- People are ten times more likely talk about negative experiences than talk about postive ones. :busted:

Why not write a friendly letter to the management, documenting exactly what happened. Most likely they send you out a new bag... no questions asked.
Click to expand...
In progress. I've written more legal letters (not saying that this one is or will be) that I know how to write an effective letter. And quite simply put, written letters seem to have a huge effect, typically.
 
SK6

SK6

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Jul 10, 2001
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Well, as advised, I called and spoke with a Moises Cortez. I explained to him the same thing I did here. I did not mention theft, however I did express the fact I did not like the implication expressed to my honesty of sending a bag. I stated it was sent with the fork in it...yada yada yada...

His response was the reason for the bag is for transportation in the first place on occasions such as this, so we were in agreement there. He said he would ship one out. And for the neigh sayers out there, Dartman, G-Spot and a few others local to me can avouch for my actually having and owning said bag.

Update will be posted when, or if I receive it.
 
SVPPB

SVPPB

Monkey
May 13, 2007
682
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I just spoke to Zocchi about sending my 888 back for its yearly overhaul.

Mentioned I was sending in the fork in its bag.

The guy got all serious, made sure to write it down that it was coming with one. He mentioned the fact that someone (Ralph) was pissed that their bag was stolen, and why would then want to steal a bag?

I was laughing my ass sack off.
 
largextracheese

largextracheese

Monkey
Jan 24, 2004
475
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Duthie
Announcement!!!!!!! "Henceforth" has been used in a Ridemonkey forum!!! Send a telegram to somebody's mom...don't spare the horses!!!! ;) This thread is DEAD..thank god.
 
DirtyMike

DirtyMike

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Aug 8, 2005
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sirknight6 said:
Well, as advised, I called and spoke with a Moises Cortez. I explained to him the same thing I did here. I did not mention theft, however I did express the fact I did not like the implication expressed to my honesty of sending a bag. I stated it was sent with the fork in it...yada yada yada...

His response was the reason for the bag is for transportation in the first place on occasions such as this, so we were in agreement there. He said he would ship one out. And for the neigh sayers out there, Dartman, G-Spot and a few others local to me can avouch for my actually having and owning said bag.

Update will be posted when, or if I receive it.
Click to expand...


As goes with any business, if your not happy, Talk to someone. If you dont like ther answer, ask for there boss, dont like there boss's answer, get there boss. By then you will see a result. The managers never like to hear a problem.
If need be keep going untill you talk to the owner. Youll see the result you want.
 
bizutch

bizutch

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Dec 11, 2001
15,928
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Over your shoulder whispering
I can't believe Ralph just got a thread going for 5 pages worth of "Who stole my man purse?"


Hey Ralph...you should probably file a fraud claim against the person that stole your dignity first. :rofl:


My favorite Ralph quote: "There was a bear about to come up the walkway"

"Holy crap, there was a bear right at our front door and I ran it off"

"Dude...DUDE! The bear was in the f'in house!"

:rofl:
:rofl:
:rofl:
 
SK6

SK6

Turbo Monkey
Jul 10, 2001
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Shut up and ride...
bizutch said:
I can't believe Ralph just got a thread going for 5 pages worth of "Who stole my man purse?"


Hey Ralph...you should probably file a fraud claim against the person that stole your dignity first. :rofl:


My favorite Ralph quote: "There was a bear about to come up the walkway"

"Holy crap, there was a bear right at our front door and I ran it off"

"Dude...DUDE! The bear was in the f'in house!"

:rofl:
:rofl:
:rofl:
Click to expand...
DRUNK quotes DON'T count! :cheers: :biggrin:

What set me off was their implication of ME being the dishonest one.
 
SK6

SK6

Turbo Monkey
Jul 10, 2001
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Well, like I said, Drunk posts don't count. However you flailing yer arms and screaming to protect the chicken on the grill was awesome. Damn bear!
 
D

dropmachine

Turbo Monkey
Sep 7, 2001
2,922
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Your face.
binary visions said:
Couple things:

First of all, no company wants anything other than the part to be warrantied. You should never send anything else. Fact is when you deal with a ton of parts, you can't possibly keep track of them or the extras that were sent in. Hell, send in electronics and most companies tell you to take out the battery.
Click to expand...
If a company isn't smart enough to take apart a product sent in for warranty and to properly box and inventory said parts off that product, then they certainly aren't the type of company that I would trust to make a product that my life might depend on.

I am fairly confident I could send SRAM a Boxxer fork with a Banana Cream Pie, and not only would I get both back, but the Pie would be peroperly cut into slices, and would include an air-sprung spork too.
 
DirtyMike

DirtyMike

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Aug 8, 2005
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Fox and Sram both tell me the same, strip the parts down, send us just what we need, nothing else. Specifically, remove the races, and remove brake mount adapters. With rear shocks they always tell me to remove All the mounting hardware and spring.
 
jonKranked

jonKranked

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Nov 10, 2005
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dropmachine.com said:
If a company isn't smart enough to take apart a product sent in for warranty and to properly box and inventory said parts off that product, then they certainly aren't the type of company that I would trust to make a product that my life might depend on.

I am fairly confident I could send SRAM a Boxxer fork with a Banana Cream Pie, and not only would I get both back, but the Pie would be peroperly cut into slices, and would include an air-sprung spork too.
Click to expand...
your pie would be moldy though.
 
binary visions

binary visions

The voice of reason
Jun 13, 2002
22,098
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NC
dropmachine.com said:
If a company isn't smart enough to take apart a product sent in for warranty and to properly box and inventory said parts off that product, then they certainly aren't the type of company that I would trust to make a product that my life might depend on.
Click to expand...
Just because it should happen doesn't mean reality shouldn't set in somewhere along the way. Fact is, companies specifically ask you NOT to send crap in with your warranty item because they don't want to keep track of it. Sure, they should keep track of it if you do, but there's a reason they ask you not to.

I stated right in my post that they should have taken care of him, but trying to be realistic, you should NOT send anything, not a bag OR a banana cream pie, in with your equipment.
 
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