Horrible Experience with Dime City Cycles

[MisterCinders]

I've ordered from DCC before, including the mini-gauges on my bike. The speedo failed after a year and about 2,000 miles. But I liked the style and decided to buy another unit in July. DCC sent me a speedo with a 2:1 drive, instead of 2240/60.

DCC doesn't sell a 2:1 speedo.

I had no reason to expect a speedo with the wrong ratio. After going back and forth for a month, Herm won't refund my money because I cut 4" of wire when installing the bad unit.

I hear you, but regardless, if the unit is no longer able to function it is not eligible for a return with any manufacture. And with the wires snipped off at 3" it is now a non-functional unit.

It's no different with any other retailer...even if they sell you the wrong coffee maker, or you accidentally buy the wrong TV set, you cannot alter it's manufactured state and expect to get a refund when you discover it's not what you wanted. Just does not work that way.

I really want to help you here, and had every intention to send you a replacement unit, but I am not sure I should eat the cost of the unit.

I've reached out to my supplier and am awaiting a reply at this time. I'll let you know the outcome.

Herm

Here is my long reply (detailing this crap) and Herm's final response. Herm's quotes are in red, his re-quotes from my mails are in green

[Cinders], as I stated in my last email, i had no problem refunding the unit because you did in fact receive something other than what you ordered. However, when you received it it was NOT Damaged, it is damaged now by your hand, not ours! Agian, I am working with the manufacture to see if they will credit me. Once I have word I wil get back with you.


On 8/23/2012 12:43 PM, [Cinders] wrote:

Herm:

Let me get this straight.

When my old DCC speedo failed, I ordered an identical replacement. DCC lists the gauge on its website and expressly advertised a 2240/60 drive ratio. That is the ratios that works for Japanese bikes. The first unit I bought a year or so ago did exactly that until its needle broke.

DCC sent me a speedo that looked identical to the unit pictured on the site and the old DCC unit I purchased before. The packaging, invoice and web listing all matched up with the same item number (SKU: 15-0032W). Based on the information DCC provided, I installed the speedo.

It immediately gave significant errors for speed and mileage, showing much faster speeds and racking more miles than actually traveled. Further inspection of the unit in comparison with my old DCC speedo suggested that the drive ratio was wrong. Although nothing on the site, box or unit said "2:1" (or "2240/60"), I suspected that the drive ratio was actually 2:1 based on the cryptic labels on the backs of the units (the old one said "M=2.1" and the new one said "M=2,0"). When I noted the discrepancy, you initially assured me:

"Hi, it's the same thing. 2:1 is a standard method in the US, whereas all others are 2240/60. But they do read the same."
​

Then I explained to you several times how speedo drive ratios work and why what appeared to be a 2:1 drive speedo was useless to me and did not conform to the DCC product that I attempted to purchase. Over numerous e-mails, you claimed ignorance and confusion about the primary functions of your own product.

After claiming that 2:1 and 2240/60 are the same thing, you insisted that my unit was properly marked as a "2:1" speedo:

"it says 2:1 [Cinders]!"
​

You then suggested that I ordered a "2:1 speedo" (impossible) and that my installation and use of the non-conforming speedo rendered it non-returnable, even though you advertised and identified the product with a DCC SKU for the 2240/60 model. Somehow, I am responsible for double checking DCC's inventory system to make sure that I didn't receive a product that I could not have ordered from DCC. Then you insisted that:

"[Cinders], you're losing me here... you ordered a 2:1 speedo, you somehow received a 2:0 speedo, which I don't even carry, but you had to of known this was a 2:0 unit when you installed it because according to you the gauge is labeled as such, yet you chose to install it anyway. I'm not doubting you here by any means, just real confused man...."
​

First, a "2:0 speedo" does not exist. Second, I never ordered a "2:1 speedo." To be clear, I ordered a 2240/60 speedo - THE ONLY MODEL DCC OFFERS! Your suggestion that I knowingly accepted and installed a non-conforming product that you mislabeled and sold contrary to the advertised feature is wrong.

Despite the basic fact that DCC sells only one kind of speedo, you continued to push the error onto me, even as I attempted to work with you for a replacement. Here you display your contempt for me and literacy in general:

"this is your email below: which is clear that you are claiming to me that the 2;1 is an accurate drive ratio.

The UMJ standard uses a 2240/60 (2240rpms = 60 mph) ratio to spin the cable, not the 2:1 (2000rpms = 60mph) typical for a Harley, which has a different front wheel size and speedo drive.

The 2:1 drive ratio makes the speedo very inaccurate, and shows speeds and distance that are at least 10% greater than actual travel.

I rather you not buy another one until I receive the one you sent back so I can sort this out, because you sir, have confused me like no other. hahaha"
​

Words and numbers can be confusing, I guess. Good for you to find humor in your reading and math challenges.

Of course, if you actually can read and comprehend numbers and letters, then your evasive pleas of ignorance stagger me. Do you really expect me to swallow the idea that DCC's vice-president for "product questions and R&D," doesn't know the basic function of a speedometer and cannot recognize a product that doesn't belong in DCC's inventory?

I have no idea how you managed to ship a product that DCC does not carry. Maybe your supplier sent the wrong units, or DCC had it for a special Harley project and it was misplaced in your inventory. Your vendor relationships and inventory management are not my responsibility. To compare this to the "accidental purchase" of a coffee maker or TV set shows a fundamental misunderstanding of your business or a flimsy attempt to mislead me further. I did not "accidentally purchase" the wrong speedo. DCC only sells one speedo. That's what I ordered, and according to DCC's documentation, that's what DCC purported to deliver. Until now, I assumed a supplier mishap caused this and was glad to help DCC avoid similar headaches from other customers who might not enjoy the benefit of a comparison unit.

So DCC advertised (and still does) one product. I paid for that product and incurred shipping costs twice, but you refuse to deliver what I ordered. With the non-conforming product back in DCC's possession, you now insist that I bear the costs of DCC's incompetence empty-handed. Help me understand how this is not a bait and switch tactic built on DCC's explicitly false advertising? It did not occur to me that your initial "it's the same thing" response aimed further a bogus advertisement. It might have worked had I discarded the older DCC unit to compare or shared your claimed ignorance about the basic workings of a speedometer.

In short, I do not trust DCC to fulfill this or any order. The information posted on DCC's web site and catalog misrepresents the quality and application of the products actually shipped. Your statements about DCC's inventory do not add up. So, do not bother trying to fill my order -- #100024604 (placed on July 30, 2012) -- from whatever stock DCC may or may not actually keep. I refuse to bear the costs of this misadventure, however, and demand that you refund the $80.14 charged to my card in this debacle. DCC has until August 27, 2012, to issue the refund.

Still nothing.

 

[JEEPRUSTY]

No amount of words can change the fact that you cut the wire rendering the unit no longer sell-able.

Contact the manufacturer directly perhaps.

 

[oldpara]

How do they expect to get repeat customers with an attitude like that?
Great letter! I was feeling intimidated just reading it and I didn't do anything

 

[MisterCinders]

No amount of words can change the fact that you cut the wire rendering the unit no longer sell-able.

Contact the manufacturer directly perhaps.

DCC doesn't sell this unit, so it was never "sell-able."

4" of wire doesn't change that they sold a non-conforming item, tried to tell me it did conform, and kept my money after I had to explain to them how speedos work.

I also put miles on the unit, so re-sale is off the table.

Note that until I actually installed the bad unit and saw the wildly wrong MPH readings, there was no reason to doubt that I had received the speedo I ordered.

How could I (a) discover that DCC sent me a 2:1; but (b) not install the unit to find out?

 

[Sojourner]

But Cinders' whole point is that it was the wrong unit- even though he ordered the exact same one previously. First off, I have a real problem with a speedo that bites the dust after only 2000 miles. Then to turn around and buy the same one, thereby going through the same installation process as before, with the same part number, same packaging, everything and it NOT to be the same unit?! That tells me the manufacturer sucks.

I can understand where DCC is coming from, but for the sake of not losing a customer, who obviously got screwed over by a faulty speedo the first go round, they should take this one on the chin. At the very least split the costs 50/50 or something. What Herm should REALLY be doing is chewing the ass of his supplier and asking why their speedos are bunk. Herm's the one that gets stuck in the middle of a trough situation now that he's got a customer that's forked over his cash TWICE now and gotten screwed TWICE. First with a POS unit that lasted 2k miles and second with a mislabeled/miscalibrated/misconfigured/whatever unit.

What he might lose in item cost (and we're talking his cost, not what he sells them for), it'll still less than losing business and now rep on a fairly well populated forum. Why do you think managers at restaurants are so quick to comp a dinner's check for lousy food, poor service, etc.? They can't afford to lose repeat business of have unhappy customers telling their friends.

 

[MisterCinders]

When I first saw that the unit was inflating my speed, etc., I figured the error was mine, and double-checked their site to see how I managed to order the wrong part.

When the site showed only one speedo ratio available, I pointed out the bad unit and told DCC to make sure they didn't have more of these on hand to save them from more customer problems.

 

[hampshirehog]

Was it covered by a warranty? If so just say it doesn't work (which it doesn't - not accurately anyway).

Bad form from DCC I would say as well. They sold it to you for $80 (?50 in money I understand - give or take a bit). They made half of that as gross profit give or take a bit so if they give you a new one they're not out of pocket or if they are it's only by a few pennies.

If the don't give you a refund, you're p!ssed off and likely won't buy from them again. And I bet they spent more than a few pennies on advertising directed at you.

 

[GateKeeper]

I think you paid with a credit card ? call the credit card company and see how to go about getting your cash back, typically it's a rather simple procedure if your follow what they require.

sorry I cannot add more, but I will stay away from DCC, in your support....

.

 

[jeff.saunders]

Another avenue to pursue is the Better Business Bureau.

www.bbb.com - they will review your complaint and if they agree with you, contact DCC to try and get a resolution.

 

[allojohn]

I think you paid with a credit card ? call the credit card company and see how to go about getting your cash back, typically it's a rather simple procedure if your follow what they require.

sorry I cannot add more, but I will stay away from DCC, in your support....

.

+1 on this. Put the charge in dispute with the credit card company, it'll still take a while but the issue will be resolved.

 

[Hone101]

I had a similar experience with DCC. I ordered the same gauges and when I put the Speedo on it spun all the way around and just stuck. When I called about a replacement he started asking about how I installed it and said he wasn't going to be able to replace them.

 

[cableguy]

Bad customer service drives me insane. In this case it might not be so surprising seeing that DCC started from the ground level, just some talented gear heads who got noticed, then expanded into catalog sales. Shame on them because they haven't yet figured out how to delay blame until they get all the facts. I must say that the email exchange got confusing, but it was clear to me that you ordered the right part for your application ( easy since its the only thing you could order), and the wrong item got shipped. This was a packaging error at the manufacturer. DCC should treat it as such, regardless of 4" of cut wire, refund your money plus shipping(how much could that be?) and take it up with the supplier. Herm got caught in the trap of thinking defensively instead of focusing on the problem and trying to resolve it logically. Hope this works out!

 

[MisterCinders]

Another avenue to pursue is the Better Business Bureau.

www.bbb.com - they will review your complaint and if they agree with you, contact DCC to try and get a resolution.

DCC advertised a specific unit, delivered something else, and has refused to refund my money after I returned the bad part to them.

That creeps into Florida AG and/or FTC territory.

 

[Woodsy]

I'm sure i have an email from them telling me all there speedos are the 2240/60 would it help if i found it?

 

[MisterCinders]

I'm sure i have an email from them telling me all there speedos are the 2240/60 would it help if i found it?

I had the SKU and matching web listing to show that, but Herm didn't care. He also refused to believe that the ratio was wrong until I sent it back (on my own shipping dime).

He either knows nothing about these products or habitually lies to customers about them.

 

[Big Rich]

Cinders, I'm sorry to hear about your problems with Herm. This is honestly the first time I've heard of an issue with their business practices that wasn't resolved quickly. I would bet that they do resolve it somehow, hopefully after the contact the manufacturer.

I don't expect to change your views about Herm / Jason / DCC in general, but FWIW I've met both of them personally and they do care about the "little guy". Maybe they are just frustrated with those mini speedos in general and somehow took it out on you? I dunno........