Several weeks ago I had the distinct displeasure of calling Raceface customer service and dealing with their customer service rep, Shannon. I was calling at 1pm PST on a Friday to try and find a RF headset to complete my new freeride rig, and after a just a minute or so, Shannon hung up on me. I called simply to get some info on where I could get their product, but Shannon was of no help. He started out unhelpful and uncaring, and quickly turned arrogant and downright rude, at which point he then hung up. This was a complete shock, which quickly turned to frustration and anger, anger that I've blindly cared about using RF products, when their own people could care less. I had previously tried to use the RF website to find local dealers, but their contact info posted is outdated and innacurate, so I expected the source to be able to help me.
After this incident, I went back to the RF website, and found some interesting info. Their claim of, "Dedicated individuals who take an enormous amount of pride in their work, from design engineers to folks boxing product, the RF employee's share the same passion as you, (Me)", is apparently untrue. They also state that "The quality of the products and Service they provide shows this passion".
Based on this information published on their website, there can be only 3 possibilities;
#1 Not including customer service between mention of engineers and boxers was done specifically and intentionally.
#2 There was a company wide black out of all aforementioned policies, which specifically targeted customer service.
#3 Shannon is not an employee of RF, but rather a rogue industry competitor, sent to infiltrate and bring down RF from the inside.
Whatever the reason, way to go Shannon, I went and spent $130 on a Chris King headset, just like everybody around recommended from the start. I also sent back the RF headset from Jenson that was on backorder once it arrived. With a core group of riders traversing downhill from Santa Barbara to San Diego, I'll be sure to spread the RF company line with everyone in an attempt to keep anyone from having their time and money wasted sourcing and buying parts from a company who just doesn't care. As a show of my promise, here's a picture for you. The bike in question that needed your product is the new VP free up there, World Cup Roco shock, Works prepped, Ti sprung 888 RC2X's, etc. I'll work on getting the Diabolus parts on it right now replaced with replacements from other companies that actually care about their customers, thanks for showing me the light.
Given the above we created what we think to be a fitting tribute to Shannon!
After this incident, I went back to the RF website, and found some interesting info. Their claim of, "Dedicated individuals who take an enormous amount of pride in their work, from design engineers to folks boxing product, the RF employee's share the same passion as you, (Me)", is apparently untrue. They also state that "The quality of the products and Service they provide shows this passion".
Based on this information published on their website, there can be only 3 possibilities;
#1 Not including customer service between mention of engineers and boxers was done specifically and intentionally.
#2 There was a company wide black out of all aforementioned policies, which specifically targeted customer service.
#3 Shannon is not an employee of RF, but rather a rogue industry competitor, sent to infiltrate and bring down RF from the inside.
Whatever the reason, way to go Shannon, I went and spent $130 on a Chris King headset, just like everybody around recommended from the start. I also sent back the RF headset from Jenson that was on backorder once it arrived. With a core group of riders traversing downhill from Santa Barbara to San Diego, I'll be sure to spread the RF company line with everyone in an attempt to keep anyone from having their time and money wasted sourcing and buying parts from a company who just doesn't care. As a show of my promise, here's a picture for you. The bike in question that needed your product is the new VP free up there, World Cup Roco shock, Works prepped, Ti sprung 888 RC2X's, etc. I'll work on getting the Diabolus parts on it right now replaced with replacements from other companies that actually care about their customers, thanks for showing me the light.
Given the above we created what we think to be a fitting tribute to Shannon!
