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  1. #1
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    Customer Service???

    My 5spot has worked flawlessly for the past 5 1/2 years.
    Recently, I snapped a rocker arm. First reaction was to call Turner, as all of you have gushed praise on their amazing customer service.
    "Hello, this is Dave."
    "Hi, my rocker arm broke on my 2006 Spot and I'm in need of a replacement."
    "Hold on, I'll check if we have any from the exchange frame program."
    a few minutes later, "Sorry, nothing available"
    "So my alternative is the MTBR forum, I guess"
    "Well, you know you shouldn't be riding that bike anyway, as aluminum has a certain life to it and it could be dangerous."

    I couldn't believe what I was hearing. Are you going to tell me my $4K+ bike is now obsolete because, 1- there are no rockers available and, 2- I should spend $1900 that I don't have on a frame I don't need?????????

    Wow......I have no words........
    Without love in a dream it will never come true

  2. #2
    WIRVNTANASHRSH?
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    You $4K bike is probably mostly good, but your $600 frame is nearing it's fatigue life, especially if it's been ridden often and hard. It sucks, but DT can't magically change the properties of aluminum with good customer service. Maybe you should look into titanium if you're looking for a long term frameset??

  3. #3
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    JM, funny you talk about this, I just went through it on my 04 5 spot with a busted frame and the only alternative was to offer the exchange on a 12 frame and my price would only be $1700.00. Was told the same thing about the life expectancy of an aluminium frame. I was lucky and found an 06 frame with a TNT link and fox shock (dhx 5.0 air) for $725.00 delivered. I will have an extra set of rockers when I get my frame but these are 5.5 rockers so when I build it out and decide which rockers I am going to use I may have a set available. Have no idea what rockers are going for but if you can't find them I guess they must be worth alot. (just egging it on?)
    Still learning how to keep the rubber side down.

  4. #4
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    I can understand the frame breaking and then having to get a new frame thru the trade in, but these are rockers I'm talking about. Something that should be available by the builder (yeah, even for a price) for a least a few years after the frame goes out of production. What we have here is non support of a part that is just over two years out of production. $100-200 is alot different than having to come up with $2k.

    And as far as aluminum 'life', I hope David doesn't get into the aircraft wing business, lol.
    Without love in a dream it will never come true

  5. #5
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    Does suck they don't have rockers available. I don't think it's an end all to their service or anything, just that they ran out and no longer produce them.
    I'd just politely tell Dave that you'd like to take dibs on the next rockers that come in via trade in if possible.
    Otherwise I'd say you got your money worth out of the bike, so call it good and upgrade!
    "...like sex with the trail." - Boe

  6. #6
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    Quote Originally Posted by jmtbkr View Post
    What we have here is non support of a part that is just over two years out of production.
    What we have here is a failure of basic arithmetic. Your 2006 rockers went out of production...in 2006. It so happens that the 2007/2008 rockers are also compatible with your frame, but even they have been out of production for nearly four years now (DW bikes were announced September 2008).

    Obviously all of those models are out of their warranty period at this point, so Turner is under no obligation to support them. It would be nice if Turner could keep an infinite supply of replacement parts for bikes well past their warranty period, but that is impractical on a number of levels. It sucks that a relatively small/inexpensive part is keeping your bike from being rideable, but with a bit of patience/persistence I'm sure you'll get it back on the trail.
    ''It seems like a bit of a trend, everyone trying to make things longer over the last couple of years" Sam Hill

  7. #7
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    I've been buying up spare rockers & frames for a while now to keep my horst link spot & pack running for a few more years hopefully

  8. #8
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    Yes, aluminum does have a finite lifespan.
    So it seems to me to be, this thing that I think I see.

  9. #9
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    ... and if we just ... ?

    Wonder if carbon has a lifespan.......

  10. #10
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    come on guys,
    Give the baby some candies
    When trails gets tougher, Just stand up and deliver.

  11. #11
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    Quote Originally Posted by miles e View Post
    What we have here is a failure of basic arithmetic. Your 2006 rockers went out of production...in 2006. It so happens that the 2007/2008 rockers are also compatible with your frame, but even they have been out of production for nearly four years now (DW bikes were announced September 2008).
    This is certainly the best response I've read in quite some time.

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  12. #12
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    Quote Originally Posted by miles e View Post
    What we have here is a failure of basic arithmetic. Your 2006 rockers went out of production...in 2006. It so happens that the 2007/2008 rockers are also compatible with your frame, but even they have been out of production for nearly four years now (DW bikes were announced September 2008).

    Obviously all of those models are out of their warranty period at this point, so Turner is under no obligation to support them. It would be nice if Turner could keep an infinite supply of replacement parts for bikes well past their warranty period, but that is impractical on a number of levels. It sucks that a relatively small/inexpensive part is keeping your bike from being rideable, but with a bit of patience/persistence I'm sure you'll get it back on the trail.
    That may be the case but heck, lets look at other companies as an example. Titus stopped making the ML in 2008. They also went belly up. You can still buy rockers for the ML from the new Titus/On One. That company actually paid to have them made as to support the older bikes. Bikes they have no obligation to support.

  13. #13
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    jmtbkr, did you tell DT how often you rode this bike, and how hard, or did he assume that the bike has had a long hard history of use? Aluminum doesn't fatigue so quickly if:
    It sits in a garage half a year, shares time with other bikes, and is ridden by a little old lady on her way to church on sundays only.
    Based on the information we have here, my conclusion is DT made a regretfull statement based on little information.
    And yes, he definetly should stay out of the aircraft building bussiness.
    ****

  14. #14
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    Quote Originally Posted by Renegade View Post
    Based on the information we have here, my conclusion is DT made a regretfull statement based on little information.
    Based on the information you have, you shouldn't be making any conclusions about Dave's behavior.


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  15. #15
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    Quote Originally Posted by Renegade View Post
    Based on the information we have here, my conclusion is DT made a regretfull statement based on little information.
    And yes, he definetly should stay out of the aircraft building bussiness.
    I think Turner went above and beyond. Can anyone fault Turner from not stocking parts to yester-years models. That would not make very good business sense since in California the taxes are huge for carrying inventory......who want to pay taxes on inventory you may sell someday. I would ask DT if he would be willing to hand over the drawings for the rockers or put you in contact with the machine shop that makes them......that way you can pay the asking price to get them made.

    The aircraft business is not comparing apples to apple here.......I know first hand what the USAF pays for aircraft parts to planes that have been out of production for a decade or so........it's on the magnitude of 1000 Time. So if the OP is willing to pony up the cash for new rockers then I have some for sale. I think the OP would reconsider the $600 frame credit at this point.

    .

  16. #16
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    Quote Originally Posted by royta View Post
    Based on the information you have, you shouldn't be making any conclusions about Dave's behavior.


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    I'm suggesting DT should not have said what he said; what was going through his head at the time, and the rest of the conversation that we have not heard, would speak volumes, and I'm not speculating as to what it was.
    Regarding the reference to the aircraft industries; planes have aluminum parts that are cycled and live pretty damn long lives considering what they go through. 5 spot rockers, and the rear triangles they articulate with, pale in comparison.
    So what do I know? I've been a machinist for 33 years, in all sorts of industries, and the company I work for is making the next space shuttle. So yea, I'm some hack talking out of my a s s. Oh, and yea, I own a 5 spot older than the one discussed here, and it's holding up just fine.
    ****

  17. #17
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    Quote Originally Posted by Renegade View Post
    I'm suggesting DT should not have said what he said; what was going through his head at the time, and the rest of the conversation that we have not heard, would speak volumes, and I'm not speculating as to what it was.
    Regarding the reference to the aircraft industries; planes have aluminum parts that are cycled and live pretty damn long lives considering what they go through. 5 spot rockers, and the rear triangles they articulate with, pale in comparison.
    So what do I know? I've been a machinist for 33 years, in all sorts of industries, and the company I work for is making the next space shuttle. So yea, I'm some hack talking out of my a s s. Oh, and yea, I own a 5 spot older than the one discussed here, and it's holding up just fine.
    Yeah, you're just a hack who lives in the mountains and is shoveling two feet of white cement at the moment so you can find your car And your 5 Spot is holding up just fine because you don't ride it 12 months out of the year.
    So it seems to me to be, this thing that I think I see.

  18. #18
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    Quote Originally Posted by jmtbkr View Post
    My 5spot has worked flawlessly for the past 5 1/2 years.
    Recently, I snapped a rocker arm. First reaction was to call Turner, as all of you have gushed praise on their amazing customer service.
    "Hello, this is Dave."
    "Hi, my rocker arm broke on my 2006 Spot and I'm in need of a replacement."
    "Hold on, I'll check if we have any from the exchange frame program."
    a few minutes later, "Sorry, nothing available"
    "So my alternative is the MTBR forum, I guess"
    "Well, you know you shouldn't be riding that bike anyway, as aluminum has a certain life to it and it could be dangerous."

    I couldn't believe what I was hearing. Are you going to tell me my $4K+ bike is now obsolete because, 1- there are no rockers available and, 2- I should spend $1900 that I don't have on a frame I don't need?????????

    Wow......I have no words........
    I understand a mass production, budget oriented company not keeping parts around for all of it's 5 year old bikes.

    However, a company that charges $2,500 for an aluminum frame, whose rep is based largely on outstanding costumer support, and who does not have many model in production to start with, should be able to support their frames for more than 5 years, IMO. I do not think that is an unreasonable expectation. Are they obligated to? No. But this is this type of thing that should separate a company like Turner from ones like KHS, Fugi, Mongoose.

    That said, if your first response to him saying "Sorry, nothing available" was "So my alternative is the MTBR forum, I guess" I am not surprised he blew you off. Perhaps I am not reading your response correctly, but it seemed like a threat to me. Did you ask if there was anything else he could do to work with you on this?
    15mm is a second-best solution to a problem that was already solved.

  19. #19
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    Quote Originally Posted by twelve34 View Post
    Wonder if carbon has a lifespan.......
    It does. We just don't know it yet like we know aluminum.

  20. #20
    Daniel the Dog
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    Yaw, every FS frame has a life span but four years is silly unless you hammer it daily in the rocks or something...dangerous is super drama filled. I am guessing Dave had too much coffee that day or there is most to the story.
    Last edited by Jaybo; 04-16-2012 at 07:07 AM.

  21. #21
    DGC
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    rockers

    I thought I had something for you, but these are old RFX rockers, might even go back to Afterburner DH time line. Sorry.
    Attached Thumbnails Attached Thumbnails Customer Service???-img_2867-copy.jpg  

    OUCH...!!!!!!

  22. #22
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    hi jmtbkr! initially i wasn't too happy about DT's response to your rocker request. after a while, though, i got to thinking that maybe you (and me) should take his warning a bit more seriously to prevent serious injury. here's an example, about 2 years ago i bought a pair of bontrager team issue 29-3 (TLR) for my sultan. i was into getting lightweight high volume tires but the guy at the LBS told me not to get them for the rocky terrain i go through cause the sidewalls wouldn't hold up. i said, "so what!, worst i can do is get a new tire!" a month later my front tire caught a sharp rock on a steep incline causing instantaneous deflation dropping the front end down and throwing me over the front. luckily i wasn't hurt seriously, just my pride and today for the terrain i ride i only use tires with beefier sidewalls.

    so the moral of the story for me at least is that after 5 years of riding my sultan, maybe it's time i think of getting a new frame.

  23. #23
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    Quote Originally Posted by mtnbiker4life View Post
    I think Turner went above and beyond. Can anyone fault Turner from not stocking parts to yester-years models. That would not make very good business sense since in California the taxes are huge for carrying inventory......who want to pay taxes on inventory you may sell someday. I would ask DT if he would be willing to hand over the drawings for the rockers or put you in contact with the machine shop that makes them......that way you can pay the asking price to get them made.

    The aircraft business is not comparing apples to apple here.......I know first hand what the USAF pays for aircraft parts to planes that have been out of production for a decade or so........it's on the magnitude of 1000 Time. So if the OP is willing to pony up the cash for new rockers then I have some for sale. I think the OP would reconsider the $600 frame credit at this point.

    .
    And Titus can? I think this kinda thinking is a cop out. If this was an Ellsworth everybody would be in flames.

  24. #24
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    Quote Originally Posted by Vespasianus View Post
    And Titus can? I think this kinda thinking is a cop out. If this was an Ellsworth everybody would be in flames.
    No, Titus could not...and be profitable at the same time. From what I gathered from this thread, Titus went out of business. The new owners of Titus can, but isn't Titus made overseas now? Maybe we should see what we can do to get Dave to go under, have some new owner mass produce the frames overseas, and then we can have all the rockers we want. Give me a break! It's ridiculous to compare Titus to Turner.

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  25. #25
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    Quote Originally Posted by royta View Post
    No, Titus could not...and be profitable at the same time. From what I gathered from this thread, Titus went out of business. The new owners of Titus can, but isn't Titus made overseas now? Maybe we should see what we can do to get Dave to go under, have some new owner mass produce the frames overseas, and then we can have all the rockers we want. Give me a break! It's ridiculous to compare Titus to Turner.

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    Dude, they are both bike companies. Titus/ On one decided to support the older frames by stocking rockers for a bike that went out of production in 2008. Pretty simple. They did not even have to do it as they had no responsibility for bikes prior to their purchase. What Titus was or why it went under is not germane to this argument. In 2012, one company has parts for a bike that went out of production in 2008. Another one does not. Simple.

  26. #26
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    I honestly wasn't that impressed with Turner the one time I had an issue with a frame. They certainly weren't obligated to do anything, but they didn't live up to their reputation for awesome service either. I actually chatted with the dealer I bought both my Turners from later on and he agreed that their service has declined somewhat in recent years. He basically said that they'll take care of you within the warranty period but the days of "best in the industry" service are gone. Which is fine, but it certainly changes the value proposition of their frames to me.

    I actually ended up on an Ibis as a (roundabout) result of that interaction and couldn't be happier. Cie la vie.

  27. #27
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    Quote Originally Posted by jmtbkr View Post
    My 5spot has worked flawlessly for the past 5 1/2 years.
    Recently, I snapped a rocker arm. First reaction was to call Turner, as all of you have gushed praise on their amazing customer service.
    "Hello, this is Dave."
    "Hi, my rocker arm broke on my 2006 Spot and I'm in need of a replacement."
    "Hold on, I'll check if we have any from the exchange frame program."
    a few minutes later, "Sorry, nothing available"
    "So my alternative is the MTBR forum, I guess"
    "Well, you know you shouldn't be riding that bike anyway, as aluminum has a certain life to it and it could be dangerous."

    I couldn't believe what I was hearing. Are you going to tell me my $4K+ bike is now obsolete because, 1- there are no rockers available and, 2- I should spend $1900 that I don't have on a frame I don't need?????????

    Wow......I have no words........
    I think this was a classic case of Dave being honest and thinking out loud. It got him into lots of trouble when he was developing the DW RFX. He told everybody everything and it bit him in the butt.

    He was probably thinking about your bike from a structural/engineering perspective and said exactly what he was thinking.

    Honestly, I've never had a conversation with him under 20 minutes long. it's weird yours was so (apperantly) trunkated.
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  28. #28
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    Really?

    I am certain that is what you heard, but that is certainly not verbatim. When you put someone in quotes you better be dam certain that is exactly what the person said, verbatim.

    I did say that aluminum has a fatigue life, and that a bike that is old enough to break a rocker has fatigue through out the whole frame. You should be checking for cracks, I think you missed that part when mis quoting me and that riding without checking for cracks is dangerous. I never said you SHOULD NOT ride your bike, that as the bike ages it may show cracks and you should be aware of that.

    Yes you said your alternative is MTBR as there certainly could be someone that has some spare rockers, either Turner or PUSH they may want to sell. I did not think you meant using MTBR to throw me under the bus and try to get some kind of anti Turner Bikes vibe to push me to do more than look for a set of used rockers in the back.

    We offer everyone with an out of commission Turner Bike a 28% discount, that ain't service? Many of the people did not even buy it new, that ain't service? We keep old parts around that we pay for the space of in the chance someone like you can get a cheap used part for their old bike, that ain't service?

    Sorry, but we fell short of your expectations.

    DT

  29. #29
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    Quote Originally Posted by Vespasianus View Post
    Dude, they are both bike companies. Titus/ On one decided to support the older frames by stocking rockers for a bike that went out of production in 2008. Pretty simple. They did not even have to do it as they had no responsibility for bikes prior to their purchase. What Titus was or why it went under is not germane to this argument. In 2012, one company has parts for a bike that went out of production in 2008. Another one does not. Simple.
    Right, right. They're both bike companies. So they should all act the same, right?

    Sorry, but using a company that went belly up as an example of sound business practices doesn't make a whole lot of sense. Sure, the new On One owner has made a business decision to support a product they were not directly involved with. Big deal. I would much rather have Dave Turner at the reins and risk not having rockers for a 6 year old bike frame.

    Your argument is a joke...and I can't imagine I'm the only one annoyed by it.

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  30. #30
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    Quote Originally Posted by royta View Post
    Right, right. They're both bike companies. So they should all act the same, right?

    Sorry, but using a company that went belly up as an example of sound business practices doesn't make a whole lot of sense. Sure, the new On One owner has made a business decision to support a product they were not directly involved with. Big deal. I would much rather have Dave Turner at the reins and risk not having rockers for a 6 year old bike frame.

    Your argument is a joke...and I can't imagine I'm the only one annoyed by it.

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    Nothing wrong with vespanius (sp?) making his argument. But what I find weird is the OP posted about this subject a week ago - and then waited a week to start another thread and throw DT under the bus.
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  31. #31
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    Love you DT.
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  32. #32
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    Quote Originally Posted by turnerbikes View Post
    I am certain that is what you heard, but that is certainly not verbatim. When you put someone in quotes you better be dam certain that is exactly what the person said, verbatim.

    I did say that aluminum has a fatigue life, and that a bike that is old enough to break a rocker has fatigue through out the whole frame. You should be checking for cracks, I think you missed that part when mis quoting me and that riding without checking for cracks is dangerous. I never said you SHOULD NOT ride your bike, that as the bike ages it may show cracks and you should be aware of that.

    Yes you said your alternative is MTBR as there certainly could be someone that has some spare rockers, either Turner or PUSH they may want to sell. I did not think you meant using MTBR to throw me under the bus and try to get some kind of anti Turner Bikes vibe to push me to do more than look for a set of used rockers in the back.

    We offer everyone with an out of commission Turner Bike a 28% discount, that ain't service? Many of the people did not even buy it new, that ain't service? We keep old parts around that we pay for the space of in the chance someone like you can get a cheap used part for their old bike, that ain't service?

    Sorry, but we fell short of your expectations.

    DT
    For what it's worth: This thread, with your post, has made me trust Turner more, not less!

  33. #33
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    Quote Originally Posted by turnerbikes View Post
    I am certain that is what you heard, but that is certainly not verbatim. When you put someone in quotes you better be dam certain that is exactly what the person said, verbatim.

    I did say that aluminum has a fatigue life, and that a bike that is old enough to break a rocker has fatigue through out the whole frame. You should be checking for cracks, I think you missed that part when mis quoting me and that riding without checking for cracks is dangerous. I never said you SHOULD NOT ride your bike, that as the bike ages it may show cracks and you should be aware of that.

    Yes you said your alternative is MTBR as there certainly could be someone that has some spare rockers, either Turner or PUSH they may want to sell. I did not think you meant using MTBR to throw me under the bus and try to get some kind of anti Turner Bikes vibe to push me to do more than look for a set of used rockers in the back.

    We offer everyone with an out of commission Turner Bike a 28% discount, that ain't service? Many of the people did not even buy it new, that ain't service? We keep old parts around that we pay for the space of in the chance someone like you can get a cheap used part for their old bike, that ain't service?

    Sorry, but we fell short of your expectations.

    DT
    COME ON DT, you don't need to explain yourself
    stop wasting your time,
    Go back to your workshop finished that 27.5 thing or the RFX that we been waiting for
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  34. #34
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    Quote Originally Posted by xcguy View Post
    Yeah, you're just a hack who lives in the mountains and is shoveling two feet of white cement at the moment so you can find your car And your 5 Spot is holding up just fine because you don't ride it 12 months out of the year.
    We've been really lucky this spring; no monster three foot drops. December through Febuary wind drifts were kind of hard though.
    So the spring has been kind to us, and I have ridden my ancient 5 Spot three times since I last posted, rejuevenated with a Rockshox Plus RC3, which seems like a fabulous shock, and I am happy to say, I again like my old Spot. Great bike, very versatile.
    Sold the banshee overseas made thing for another overseas made thing. No, not another Turner. A Titus El Guapo. Nice bike, FRICKEN great price. $1000.00 dollar frame!
    ****

  35. #35
    MHC
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    So how do I get this great customer service?
    I've email Turner threes times regarding my 5 spot & have had zero replies so far.

  36. #36
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    Quote Originally Posted by MHC View Post
    So how do I get this great customer service?
    I've email Turner threes times regarding my 5 spot & have had zero replies so far.
    call them. their email system has had problems.
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  37. #37
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    Quote Originally Posted by iheartbicycles View Post
    call them. their email system has had problems.
    You will have to google the number, they do not give it on the website.
    15mm is a second-best solution to a problem that was already solved.

  38. #38
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    Quote Originally Posted by kapusta View Post
    You will have to google the number, they do not give it on the website.
    I bumped it in a thread last week.
    Stupid, but sometimes witty. Occasionally brilliant. Slow and fat though.

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  39. #39
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    Quote Originally Posted by iheartbicycles View Post
    I bumped it in a thread last week.
    I'm sure that's the first place anyone would look!


  40. #40
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    Hope you can find a set.
    Last edited by trlrdr; 04-25-2012 at 05:32 AM.
    trlridr

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    Quote Originally Posted by Mrwhlr View Post
    I'm sure that's the first place anyone would look!

    it should be a sticky
    Stupid, but sometimes witty. Occasionally brilliant. Slow and fat though.

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  42. #42
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    I only wish the peeps that service my wife's VW would treat us half as well as Dave has over the last 12 years. He is a guy who will do what ever is in his power to keep you rollin. His bikes have soul and so does he. Find yourself some Push rockers and ride that Spot like you stole it.

  43. #43
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    Quote Originally Posted by iheartbicycles View Post
    it should be a sticky
    It should be on their website, not some 3rd party site.

  44. #44
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    Well, sure. They are listed on yellowpages, though. It's not that hard to find if you need to.

    Turner Suspension Bicycles Murrieta, CA, 92562 - YP.com

    41615 Date St, Murrieta, CA 92562 - Google Maps

  45. #45
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    Dave has been keeping me very happy since 1995, ive been thru several (5plus))bikes and the 2 times i have had a problem after several thousand miles, he has done a good job with warranty,but we are several model versions ahead now ,so if theres no spares out there ,Push is a direction ,or bite the bullet an pik up a complete used frame (ebay) or a new one .its a slippery slope sometimes.
    Last edited by trlrdr; 04-23-2012 at 03:56 PM.
    trlridr

  46. #46
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    Quote Originally Posted by the-one1 View Post
    It should be on their website, not some 3rd party site.
    Agreed. If they don't respond to email, and prefer calls, why give an email link and withhold the phone number on their website?
    15mm is a second-best solution to a problem that was already solved.

  47. #47
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    I have a set of 5.1 rockers that I am not using...they came off a 05 spot...they will fit your 06.. Let me know if you are interested.

  48. #48
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    Quote Originally Posted by kapusta View Post
    Agreed. If they don't respond to email, and prefer calls, why give an email link and withhold the phone number on their website?
    It's not that they dont respond. They had a technical issue with their email and didnt receive emails sent through the website.
    Stupid, but sometimes witty. Occasionally brilliant. Slow and fat though.

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  49. #49
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    Agreed. If they don't respond to email, and prefer calls, why give an email link and withhold the phone number on their website?
    Yes I must admit that this is pretty poor - not the service I was expecting after getting a problem less than 5 months on a new bike.

  50. #50
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    Quote Originally Posted by MHC View Post
    Yes I must admit that this is pretty poor - not the service I was expecting after getting a problem less than 5 months on a new bike.
    Did you buy the bike direct from Turner or a shop?

  51. #51
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    Quote Originally Posted by mtnbiker4life View Post
    I think Turner went above and beyond.
    Wait...so doing nothing is going "above and beyond"? I'm confused.

  52. #52
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    Quote Originally Posted by kapusta View Post
    Calling is a bit of a crap shoot. I got someone who I could not take too seriously.

    Is there a direct line to DT?
    no direct line, but you can always ask for him.
    Stupid, but sometimes witty. Occasionally brilliant. Slow and fat though.

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  53. #53
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    Quote Originally Posted by iheartbicycles View Post
    It's not that they dont respond. They had a technical issue with their email and didnt receive emails sent through the website.
    Calling is a bit of a crap shoot. I got someone who I could not take too seriously.

    Is there a direct line to DT?
    15mm is a second-best solution to a problem that was already solved.

  54. #54
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    Quote Originally Posted by kapusta View Post
    Calling is a bit of a crap shoot. I got someone who I could not take too seriously.

    Is there a direct line to DT?
    Well, yes, flame him here on the internet; it seems to get his intention. It's the hot-line to turner, unfortunetly.
    ****

  55. #55
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    Quote Originally Posted by kapusta View Post
    Calling is a bit of a crap shoot. I got someone who I could not take too seriously.
    Huh?

    I just don't get why some people are having difficulty here. In my many calls to Turnerbikes over the years someone either answers on the first call, and is helpful, or it goes to voice and I call back later. It has never taken more than three attempts to reach a human.

    I called yesterday at 4pm PST regarding my quest for a 2007-2009 DHR front triangle. First call was answered by Jarett, who transferred me to Greg.

    Both were helpful in my search for an out of production, second hand, front triangle.

  56. #56
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    I've got some 5.1s from my 03 that I'll sell you, you big cry baby.

    And Rennie, you've turned into a real freaking tw-at.
    lets not make it a religion, it is recreation

  57. #57
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    Quote Originally Posted by kapusta View Post
    Calling is a bit of a crap shoot. I got someone who I could not take too seriously.

    Is there a direct line to DT?
    maybe you got the wrong number,
    what about 911
    When trails gets tougher, Just stand up and deliver.

  58. #58
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    Quote Originally Posted by Tappoix View Post
    I've got some 5.1s from my 03 that I'll sell you, you big cry baby.

    And Rennie, you've turned into a real freaking tw-at.
    no one recognizes humor or sarcasm anymore
    ****

  59. #59
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    Quote Originally Posted by Renegade View Post
    no one recognizes humor or sarcasm anymore
    Oh c'mon, can't ya tell I'm being funny and sarcastic?
    lets not make it a religion, it is recreation

  60. #60
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    Quote Originally Posted by Tappoix View Post
    Oh c'mon, can't ya tell I'm being funny and sarcastic?
    quite frankly, no. Because most of us don't know each other in real life, at least I find that a barrier to understanding internet chatter. I'm not denying that I can be a bit of a.....antagonistic....dikwad at times... I would hope some folks would see that we all change, are never static, and that things are never what they use to be.
    ****

  61. #61
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    Does anyone really take any of this seriously?

  62. #62
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    Quote Originally Posted by Renegade View Post
    no one recognizes humor or sarcasm anymore
    I don't recognise humor because it should have a u in it you heathen - it's humour.

    As for the other one, is it the new 29er from Lenz? Does Fo have one?

  63. #63
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    Quote Originally Posted by Tidybeard View Post
    I don't recognise humor because it should have a u in it you heathen - it's humour.

    As for the other one, is it the new 29er from Lenz? Does Fo have one?
    You conquered/ almost extinct english folks have a different [wrong] way of saying and spelling everything. It's about time you change, or fail to make the next evolutionary step.
    Don't know anything about Fo; I have no contacts, or real friends for that matter, which I think is somewhat obvious, huh?
    ****

  64. #64
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    I have only received the best service form Turner bikes! The last time I delt with them I had an issue that was a manufacturing fla I should have cought and fixed when I built the bike. (common issue found in all brands) I missed it and when I disassembled the bike for service it caused a problem. Called turner 5 mins before they closed on a Friday. The guy that answered the phone asked if I could get the bike back rideable for my weekend trip, I said yes but wanted to check with you before I tried to rig it up in case I needed to wait to mess with it untill after you guys inspected it for a warranty claim. Guy said now way! Get that bike back going and have a good weekend and call Greg Monday to have your new frame shipped. Called Monday and all they asked was what color I wanted. No second guessing me, just took my word and shipped me a new frame.

    At the same time I was dealing with Chris king about a brand new front hub that totally exploded. Sent pics and all the info. 2 months later they had my hub and were still yanking me around over a $150 front hub and I was sitting on a brand new no questions asked turner sultan. Let's just say I'm a turner fan forever now and have removed every King part I owned from my bike. I let any person that ever comments on my bike know this story.

    Hands Down the best customer service I have delt with in any industry. This was not the first issue I have delt with them on and they have all gone this well. Also sold me older parts like the OP was looking for for pennies on the dollar when they had them!

    The way they treated me also moved two friends I had that rode Niner's on to Turners.

  65. #65
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    Quote Originally Posted by Renegade View Post
    You conquered/ almost extinct english folks have a different [wrong] way of saying and spelling everything. It's about time you change, or fail to make the next evolutionary step.
    Don't know anything about Fo; I have no contacts, or real friends for that matter, which I think is somewhat obvious, huh?
    Shame on you for biting the hand, Renny. We arrived in your countries, taught you to write and speak, stopped you from thinking that smearing your own excrement on your faces was a good idea, gave you HD satellite TV and the internet, and this is how you repay us? With hurtful insults?

    You need to take a long hard look at yourself young man.

  66. #66
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    The runes don't lie. Haven't had the chance to experience the Turner customer service yet (am close to pushing button on my first Turner) but the chatter on my side of the pond is uniformly good. If there's no smoke without fire on negative stuff, then the same has to apply to the positive too.

  67. #67
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    Quote Originally Posted by kapusta View Post
    Calling is a bit of a crap shoot. I got someone who I could not take too seriously.

    Is there a direct line to DT?
    Well, a crapshoot goes both ways. I called back a couple days ago with the same issue, and got someone who was just awesome to deal with.

    Treated me like I was not an idiot, acknowledged that there are sometimes issues with the bushings getting flared on initial installation, and talked me through how to remedy it, and also offered to send me new ones if they were needed. He took the time to really explain things, and most importantly LISTENED to what I was saying and what I was asking.

    A VERY positive experience.

    I am now kicking myself in the butt for not remembering his name. Gerald? Jerry? Darryl?
    15mm is a second-best solution to a problem that was already solved.

  68. #68
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    Quote Originally Posted by kapusta View Post
    Well, a crapshoot goes both ways. I called back a couple days ago with the same issue, and got someone who was just awesome to deal with.

    Treated me like I was not an idiot, acknowledged that there are sometimes issues with the bushings getting flared on initial installation, and talked me through how to remedy it, and also offered to send me new ones if they were needed. He took the time to really explain things, and most importantly LISTENED to what I was saying and what I was asking.

    A VERY positive experience.

    I am now kicking myself in the butt for not remembering his name. Gerald? Jerry? Darryl?
    Jarrett?

    What steps did he tell you to do to remedy the flared pivots?

    Sent from my DROID X2 using Tapatalk 2

  69. #69
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    Quote Originally Posted by royta View Post
    Jarrett?

    What steps did he tell you to do to remedy the flared pivots?

    Sent from my DROID X2 using Tapatalk 2
    Use emery cloth on the ends.

    I had to use a mallet to get the pivot out, so I just twisted the ends in emery cloth until it slid back in with just finger pressure.

    It made a little difference in how the rear moves, but not a whole lot.

    At the same time I did this work,I swapped the Float RL out for an old PUSH'ed Float AVA from my MKIII. The bike rides a lot more smooth and responsive, but I don't know what is due to the shock and what is the bushings. My guess is it is the shock.
    15mm is a second-best solution to a problem that was already solved.

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    Anyone have issues contacting Turner lately? I emailed Greg directly like 10 days ago. Then called and left a message, then emailed them through the site directly. Still no response. In the past, I've had quick responses.

  71. #71
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    Quote Originally Posted by rhynohead View Post
    Anyone have issues contacting Turner lately? I emailed Greg directly like 10 days ago. Then called and left a message, then emailed them through the site directly. Still no response. In the past, I've had quick responses.
    Just talked to Greg today after a couple of attempts a few hours earlier. Just keep trying bro. I did have problems with email before. At least you don't just get a receptionist that promises to forward your messages to whom it may concern but never really does
    Hey man, wanna go for a klunk?

  72. #72
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    Quote Originally Posted by rhynohead View Post
    Anyone have issues contacting Turner lately? I emailed Greg directly like 10 days ago. Then called and left a message, then emailed them through the site directly. Still no response. In the past, I've had quick responses.
    I think those guys are slammed this time of year, just keep on trying. I've been going through the same thing with Turner working with them on a trade in++ deal for my busted Flux. My dealer called them a few times, missed a call back, etc. (probably because I was harassing him to find out if he had heard from Turner), but eventually got through and got things sorted out.

  73. #73
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    Quote Originally Posted by rhynohead View Post
    Anyone have issues contacting Turner lately? I emailed Greg directly like 10 days ago. Then called and left a message, then emailed them through the site directly. Still no response. In the past, I've had quick responses.
    I think those guys are slammed this time of year, just keep on trying. I've been going through the same thing with Turner working with them on a trade in++ deal for my busted Flux. My dealer called them a few times, missed a call back, etc. (probably because I was harassing him to find out if he had heard from Turner), but eventually got through and got things sorted out.

  74. #74
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    I contacted Greg a couple days ago and got an immediate response and reaction.

    Turner Service Rocks.

    (and the bikes ride even better)


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    Quote Originally Posted by polarflux View Post
    I think those guys are slammed this time of year, just keep on trying. I've been going through the same thing with Turner working with them on a trade in++ deal for my busted Flux. My dealer called them a few times, missed a call back, etc. (probably because I was harassing him to find out if he had heard from Turner), but eventually got through and got things sorted out.
    I got things sorted out with Greg and actually stopped by the shop to drop off my frame. The staff seemed pretty busy working on getting 2012 frames out, but Greg helped me out right away and DT dropped some insight on past/current/& future projects. I do recommend calling them directly in addition to emails.

  76. #76
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    Quote Originally Posted by rhynohead View Post
    and DT dropped some insight on past/current/& future projects.
    ... and you're leaving it at that?!?! ... c'mon, share the 'insight' ... any letters mention, you know like R and maybe an F .... or even 650b?!?

  77. #77
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    Quote Originally Posted by HubbaMan View Post
    ... and you're leaving it at that?!?! ... c'mon, share the 'insight' ... any letters mention, you know like R and maybe an F .... or even 650b?!?
    Most of the conversation was based on 650b. He had a proto he's been riding for the past 5-6 months (might have been 5spot with 27.5 wheels) and he's been loving it. He mentioned how 650b was a perfect wheel size for his type of riding (trail/xc), but it won't be for everyone. There's still gonna be the aggressive riders who will want the 26 in wheels they can maneuver and whip around the mnt, but 650b felt like the best of both worlds to him. He also mentioned he had no plans nor interested in making a 29er with more travel like other companies. And yes, the R...F...X was talked about. He actually showed me a proto that had a direct mount, iscg, and curvy dt. He didn't talk much about it other than he was 2-3 days of actually making it reality til Sapa decided too stop making their frames.

  78. #78
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    Quote Originally Posted by rhynohead View Post
    Most of the conversation was based on 650b. He had a proto he's been riding for the past 5-6 months (might have been 5spot with 27.5 wheels) and he's been loving it. He mentioned how 650b was a perfect wheel size for his type of riding (trail/xc), but it won't be for everyone. There's still gonna be the aggressive riders who will want the 26 in wheels they can maneuver and whip around the mnt, but 650b felt like the best of both worlds to him. He also mentioned he had no plans nor interested in making a 29er with more travel like other companies. And yes, the R...F...X was talked about. He actually showed me a proto that had a direct mount, iscg, and curvy dt. He didn't talk much about it other than he was 2-3 days of actually making it reality til Sapa decided too stop making their frames.
    Thanks for posting some information!!

    Glad to hear he's digging the 650b rig, i can't help but wonder if 2013 will see a 650b compatible 5 Spot.

    As for the RFX, it's nice to know he could be close to putting it into production although at this point, I'll pick up a 5 Spot next year if the RFX doesn't appear.

    Thanks again!

  79. #79
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    Re contacting Turner. Have now pushed the button on my 5 Spot. Picked up a 2010 frame at a great price and have taken it out three times. Awesome bike. Prior to purchase put a few questions the way of Turner over the email. Response from Greg every time. Couldn't have been more helpful. Took a few days to come back to me, but that's no bother when you know you're dealing with the actual people who get their hands dirty building the things, as opposed to some customer service numpty or a customer satisfaction consultant based in India...

  80. #80
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    Well, I've had nothing but EXCELLENT service from Turner which well above & beyond the 'call of duty'.

    On my first DW the pivots creaked - Turner immediately supplied brand new replacements free of charge.

    That 1st gen (2009 model) cracked at the Taco welds - and Turner stumped up a new frame completely free of charge.

    I was not the original owner on that frame (although I've bought 4 other Turners brand new... which they did not know by the way in case any of you cynics say they were just keeping a loyal customer happy) so they were under no obligation to replace anything or help me at all.

    IME Turner often go out of their way to help Turner riders get going again.. whether they are the 1st, 2nd, or 5th owner of the bike.

    Try the same with other companies.. When a newish (6 weeks old but purchased 2nd hand) Specialized Command Post wouldn't hold air the response I got from Specialized was "That'll be £269 for a new one Sir as you are not the original owner!"

    It's great to see Turner stand by their PRODUCT regardless of who the OWNER is which is above & beyond their obligation under warranty.... most companies don't.

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