Thursday, April 19, 2007

The 80's Live!

Found these on the Razor Apple site (http://tinyurl.com/359ear) and absolutely love them! Never before has something so very wrong seemed so very right! Apparently the store that put them together is selling them for $2500 a pop (they're build off Bianchi Pista Concept track frames - not cheap).

Traditionalists and "steel is real" types will cringe in horror which is all the more reason I love them. Something about the combination of fixed gear minimalism and flashy color just appeals to me. I could never go for a geared road bike looking like this but for some reason fixies seem to a blank cavas that screams for adornment. Time for me to get a beater fixie frame and fire up the spray gun!

Tuesday, April 10, 2007

Customer Service (?)

Got my latest flyer from Performance. A lot of people really hate Performance/Nashbar but having worked at REI I know many of these people simply hate any big company. For what it's worth, Performance does a good job of offering products at good prices. The two stores of theirs I've been in were also well merchandised and well staffed. As I skimmed through the latest flyer I saw a pair of touring shoes that actually looked nice. They appeared to be honest to goodness touring shoes and not just mountainbike shoes. The soles were fairly thin and had a simple, toe clip friendly herringbone tread.

I went on-line to see if they had any in my size. Here's where things went wrong. The catalog lists the price as $34.99 but on-line the price is $49.99. Pricing mistakes such as this happen for a number of legitimate reasons - it's not a case of the shop trying to screw the consumer as some ranting lunatics always seem to insist (BTW, if you're one of those people let me be the first to congratulate you on being so damn perfect that YOU apparently never make a mistake!) I sent the following e-mail to their customer service addy:
"I received the flyer that lists the Forte Kingston shoe for $34.99 but the price on-line is $49.99. Is the flyer a typo?"

Less than 24 hours later I got my response:
"Dear Mr. Kingston,

What is on the cover of the flyer?
Regards,
Amber
Customer Service"

Not quite sure what to make of this response. For starters they confused my name with the name of the shoe. OK, we all have our moments. But the rest of the response is baffling. Am I supposed to be seeing some fine print? A secret code? Waldo? Am I missing something?

I decided to try their instant chat feature hoping for a less puzzling customer experience. Here's the transcript:
Josh Tech: On the website it is $49.99
Chris Lowe: But in the print flyer it's $34.99
Josh Tech: For the catalog price call the order in
Josh Tech: 800-727-2453
Chris Lowe: OK but the flyer says "Web & Phone orders only"
Josh Tech: Yup, the price was $29.99 on the web when that flyer was printed 2 months ago
Josh Tech: so to get the lower price on the flyer, call the order in
Josh Tech: err, $34.99 when it was printed
Chris Lowe: Uh-huh. Just kind of odd since I got the flyer last night. Professionally speaking, things like this create a negative customer experience. Someone higher up the food chain there should probably know.
Josh Tech: Yup. If it was up to use here in Technical Support, the catalogs would not have prices on them

First, kudos to Josh for his candor and honesty. Having worked for REI I understand all too well how decisions made in cubicles can often make life difficult for the people down at the pointy end of the spear who actually have to deal with the customers. Hopefully Josh will run this up the flagpole so Performance can get their various sales channels all on the same pricing plan.

Overall, the issue got resolved but the question is how many customers wouldn't make the effort? I bet most customers would simply walk away after seeing the pricing error. Worse yet, some of them would call customer service and berate some poor CS rep for an error they had nothing to do with it. Either way, it's likely to be a bad outcome for Performance.

Monday, April 09, 2007

Comedy of Errors

Saturday was the 300k qualifier for P-B-P. The ride started before dawn as we gathered for the 6:10am ferry crossing to Bainbridge Island. By the time we reached Bainbridge it was starting to rain. This was in stark contrast to the weather just 24 hours earlier when Seattle enjoyed a long over due and much needed Spring day. As I took my bike out of the truck and attached my front wheel I realized that I'd forgotten to attach a magnet to the wheel making my Cateye Mity 8 useless save for the clock feature. This was to be the first of many comical errors.

After a the usual warnings we set off into the drizzle. Jan Heine (of Bicycle Quarterly fame) and a few others quickly soared off the front. Several of us decidedly slower riders formed a good sized group and began working our way to the Hood Canal bridge. Just after the bridge came the first real hill. I peeled off my shell and began climbing. I was feeling stronger than expected and was keeping pace with several riders who generally finish well ahead of me. We began to encounter some chip seal and my bike was making a terrific rattling racket. Something clearly was loose. I reached down and gave the bottle cages a wiggle but they both seemed solidly attached. I pulled out the multi-tool and reached down and began working my way around the chainring bolts. They were all snug. At this point I realized I'd have to pull over and stop and see what was wrong. I finally found the culprit: in my haste to swap out wheelsets I'd accidentally put in the wrong sized cassette spacer. As a result the cogs were sitting rather loosely on the hub and rattling. The lockring seemed tight so I hopped back on and kept going. There was quite a bit of chip seal which made for an annoying ride.

As we left Quilcene we began the ascent of Walker Pass. The more we climbed, the harder it seemed to rain. Part way up the hill I encountered a group of riders looking intently at the ground alongside the road. Naturally, I had to stop. Turns out a rider's crank had come detached from his bike and the bearing from the bottom bracket had fallen out. I helped look for a while but then got back on the bike and kept going. As I rode off I thought to myself "Well at least my loose cassette isn't keeping me from riding!" The cycling gods apparently didn't appreciate this and soon after my pedal body detached itself from the spindle. Fortunately, I was able to more or less fix it.

The descent down Walker Pass had me seriously regretting not bringing my rain shell. I had my Novara Conversion jacket. It's a splendid jacket but by no means a real rain jacket. Light rain perhaps but not the full on downpour I encountered on the descent. By the time I got to the bottom I was so cold I couldn't feel my brake levers. I only knew I was squeezing them because the bike was slowing. As the road leveled off so did the rain. At this point I began noticing my posterior wasn't as comfy as it could be. I hopped off the bike and noticed my Sella Anatomica saddle now resembled a hammock. Sadly, this saddle was proving to be only slightly more water resistant than a Brooks. I tightened the tension bolt as far as I could without having it come undone but clearly this was the end of the road for the saddle. It felt like I was sitting on just the metal frame the leather was bolted to - not comfortable! Too bad since prior to this the SA was the most comfortable saddle I'd ever ridden.

We soon rolled into the secret control. I was surprised to see Kent Peterson roll up after me. Kent is a super strong rider and I'm a really weak climber. This actually made me a bit nervous because Kent had warned me earlier in the week that the real climbing was in the final third of this ride and the key was to start conservatively. I was feeling pretty good (back and butt aside) but was now worrying that I'd gone out too hard. Kent offered me some Gummi worms and hit the road. The worms provided a much needed sugar boost and I was again reminded that Kent is a nutritional genius.

I headed out and began making my way to the next control in Hoodsport. I had no idea just how far I'd gone but I know we were past Walker Pass but not yet at Hoodsport which meant I'd covered somewhere between 98 and 148KM. I rolled past a country store and decided it was time for some Kent Peterson inspired nutrition in the form of a Starbuck's DoubleShot and some Gummi Worms. The sugar and caffeine did wonders for me but soon my back was starting to spasm. Soon even short hills were causing terrible shooting pains. I knew I was in serious trouble. I limped my way into Hoodsport and the local coffee shop. A couple other riders said they were heading into Bremerton and catching an early ferry home. That sounded like a very good idea. After some food the three of us set off. Within a couple of kilometers they were soon out of site and I began the long and lonely haul towards Belfair. Fortunately, the rain had stopped and I was treated to fantastic views of the Hood Canal. I stopped in Belfair and grabbed another DoubleShot and headed out down SR3 towards Bremerton.

I rolled into Bremerton and made my way along the waterfront. Apparently Bremerton is the final stop for decommissioned aircraft carriers as there were several anchored waiting their final out come. Joining them were a pair of Perry class frigates which looked like lifeboats alongside the hulking carriers. Up over one short hill and I was at the ferry terminal. I arrived just in time to see the ferry depart! Doh! At this point I began a quest for food. Eventually I found a place that carried Belgian inspired frites and beer. I ordered a big cone of fries with curry ketchup and a Chimay. The grease, curry, potato and alcohol worked wonders and I was once again a happy camper. I found the two other riders who took the Bremerton option and they said we'd covered over 150 miles. All setbacks aside it was still a good ride. I'd seen parts of Washington I'd never seen before, persevered through new levels of adversity, and ended the ride eating fried food and drinking good beer. How can this be considered anything less than a great day?

Monday, April 02, 2007

Lessons Learned

I went for a 9 hour training ride on Saturday. It was a mostly flat spin along the Inter-Urban and Centennial trails here in the Seattle area. I love the fact that here in Seattle I can ride 200km with less than a quarter of that being on regular roads. Weather was chilly and overcast so I saw very few other riders and this gave me some time to think about what I've learned so far on my trek to PBP. A few observations:
  • I have the best wife in the world. Between a 6 month old daughter and an 80 year old house it's a miracle I have the time to ride around the block let alone go out for 8+ hour rides. She's also been very tolerant of the numerous bike bits, entry fees, and mountains of junk food purchased at the various gas stations of Washington state.
  • The Starbuck's DoubleShot is an almost magical elixir. When you only have 30-40km left to go this little can of sugar, cream and caffeine is just the ticket to get you carcass across the line. Many thanks to Kent Peterson for introducing me to this lifesaver.
  • Clif Bars don't seem to work any better than Payday bars, Twix bars, fig newtons, etc. They just cost a lot more.
  • The longer you're on the bike, the weirder your tastes get. Towards the end of my ride on Saturday I was riding a section of the Inter-Urban trail which passes behing numerous fast food joints. Eventually I caved to the pressure and ate 2 cheeseburgers that I normally wouldn't wish upon my enemies.
  • When you get far enough into a ride you'll tell yourself the most amazing lies. Example: "It's not a hill....it's just flat in a different direction"
  • If your cold you're not pedaling hard enough.
  • It's not raining, it's just VERY humid.
  • Cyclists who blow through red lights/stop signs also seem to be the same cyclists who bitch the most about how bad motorists are. Go figure.
  • The littlest creak can become extremely annoying after a few hours. My Sella Anatomica is on its way out for this very reason. It might be comfortable but I can't handle 90 hours of creaking on P-B-P.