Conference noted::bicycle

    I don't think they can do that retroactively.  The guarantee
    available at the time of the purchase is the one which you are
    allowed to use.  You can talk to your state's consumer protection
    office.  Also since they use the mail, the postal service is very
    interested in mail fraud and is very willing to investigate complaints
    and discontinue mail delivery to businesses.
    
    It all depends on how much you want to fight for your $14.80.
    
    ed

     I would not call and complain. I think the policy and the change are
    more than fair. They're in the business of volume and keeping prices
    down FOR US as much as possible. 
    
     I'll bet the consumer is probably to blame for new return policy
    anyway. People have a tendency to abuse those things.
    
     I have never had a problem with them. They've been very (always)
    helpful and have never screwed up anything I've ordered - I too do
    a "ton" (more than I like to talk about) business with them.
    
     If the policy will keep them competitive, I'll support it. I am not
    entirely sure why everything gets returned, but a lot of times the
    consumer may decide they no longer want it (unfair) or they may have
    found one cheaper (unfair again). 
    
     The only reason to really return something (buyer beware) is if it's 
    received damaged... Even then, the return policy would not apply
    given you can proove it was received that way (of course there's always
    the misrepresentation of advertising - an expensive one to prove).
    
     People who arbitrarilly return things due to their own negligence
    or change of heart pump up the prices for all of us trying to take
    advantage of the volume system.
    
     I still think their return policy (still valid at the whim of the
    consumer unless it exceeds 30 days)  is more than adequate for the
    average bear... Of course for those who lapse into 31 day comas it
    may seem pretty Neo-nazi-ish  :-)
    
    
     Okay... flame off!
    
            Chip

    re.2
    
    I agree about the change of policy in that it may make them more
    competitive on cost and that they have the right and ability
    to make those changes.  Where I have a problem is in the way they
    are doing it.  I have in the past not bought from Colorado Cyclery
    because they only had a 30 day policy so I bought from Nashbar
    to get the guarantee.  Now Nashbar is not honoring items purchased
    under the old catalog and are not giving any indication (in fact with
    my returned item they sent a "Spike Nashbar" with the old, no limit,
    guarantee listed).  Its kind of like buying a car with a 50,000 mile
    warantee then for the policy to be changed to 12,000 miles a year
    later and now I am out of warantee.  I want the policy I bought under.  
    Since this was my first return to Nashbar in about 8 years of doing 
    business with them and to have it rejected because of a change in the 
    latest catalog really ticks me off. 
    Each time Nashbar has made a "positive" policy change they have
    plastered it on the cover.  In this case nothing is mentioned and even
    the people on the phone don't know how to handle it.  When I asked if
    this was a policy change I got a "I cannot comment please refer to
    issue #79" ususally the folks are pretty friendly.  Anyway I sent off
    a letter to Arni and will wait to see if I get a reply.
    
    Mike

    Sorry Chip, but another reason for returning something is "product
    does not meet reasonable expectations" or some such thing.  Like a
    wheel that falls apart quickly.
    
    Other than that I agree.
    
    ed

     Absolutely Ed. And the law protects us from that return policy in
    that the item must perform and (or) meet the advertised or reasonable
    performance.
    
     I've had particular experience here with other stuff (house - new -
    the roof). This is in Mass, but I believe this is regulated by the
    feds through the consumer division... Anyway, my roof leaked, it was
    4 years AFTER the house warranty ran out (1yr) and the judge told
    the guy to fix it and not be ridiculous...
    
      I guess the system works sometime...
    
     I also agree that a change in policy ought to be handled a little
    better than it sounds like they did. I just found out from this note.
    And I agree that granfathering the old policy for purchases pre-new
    policy is the right/responsible thing to do. The good news is (with
    maybe a little inconvenience) they took care of you.
    
     I just thought the reaction was a little strong, but that's entirely
    your business as a consumer...
    
      Chip

    Yes, I agree that my reaction was strong for 14.80.  It was more a
    reaction to the "I cannot comment" to the direct question "has there
    been a policy change?"  Why not just say "yes and this is why...."
    also at that point I had just asked about the status of the return
    and pow! I am talking to a supervisor.  I believe the people on the
    line at Nashbar don't know how to deal with this, they seem really
    uncomfortable talking about it.  Thats why I think this is a higher
    level issue at Nashbar (like Arni or someone) sending down a dictate
    to the troops....like "do it" you deal with the customers but don't 
    say anything wrong....any way enough said and I am just going to wait
    and see.
    
    Mike

    Only 30 days to return something @ Nashbar?
    
    This is great news for local bike shops.
    
    Mark

  I recently found that my heart rate monitor crapped out (again) and decided
to send it back to Performance where it was purchased.  Even though I bought
it TWO years ago, I don't feel that I'm being unfair.  One reason that I 
bought it from Performance is that they make every atttempt to sell quality
products and back up their sales with a lifetime satisfaction guarantee.
(FWIW, I buy products from LL BEAN for the same reason).  

  When I called Performance and explained the issue, they said "No Problem...
just send it back and we'll credit your account".  Now that's great service -
they just won my business for years to come!

-Steve

    I had a similar experience a few months ago with Performance.  The
    zipper on my 3-year-old neoprene booties blew out.  I mailed them back,
    they sent me some new booties PLUS a check for a dollar to cover the 
    price decrease over the years.  I'm sold on Performance; and with their
    price protection I always give them a chance to match the prices in
    other catalogues.
                                                             
    Phil

    I use nashbar as my main vendor with the understanding of I am buying
    for the price . Around the time you returned your items I did the same 
    thing on my last purchase . on their order/return policy sheet of the
    winter catalog it says 30 days , I believe thats fair for items that
    do not satisfy you as a customer . as far as wheels or electronics that
    I believe is the manufacturer not nessesarily the vendors responsi-
    bility at all cases , My gripe is the hidden cost of shipment cost and
    hasle from the customers point of view when returning the items.So do
    I want to pay retail or gamble? Performance does weird things their 
    culture states customer satisfaction , they will even price match any 
    add. Thats a great plus if theres a local outlet next to you. Sometimes
    we just have to measure our response to protect our own future .
    Imagine if you do cut nashbar off you will not get any more catalogs or
    if you did you will want something thats a great deal then you will 
    miss out . Its good to voice out our disatisfaction to get better
    service what is not good is if we burn bridges we all suffer later on.
    regards.