How You Get A Frame
This is a little primer so we know what to expect from each other during the whole ordering, fit, and build process.
- Before you fill out your fit sheet think critically about your fit on your bike. Try moving things around to see if you feel any benefit or detriment (saddle/bar height, saddle fore/aft adjustment, etc). Most people have a "fit window" which is an area of adjustment (saddle height for instance) that allows for a little movement without feeling like things are not quite right so you may not notice small changes. The longer you have been riding, the smaller your "window" might be because you have come to know exactly what works for you. And don't worry if you don't have a properly fitting bike to start with. I am simply looking for clues about your fit and preferences. Bonus points if you add a digital picture(s) or a short movie of yourself on the bike (taken from the side with your leg at the bottom of the pedal stroke).
- Fill out the fit sheet. Have a friend help with the measurements. I say "friend" because having a stranger take your inseam measurement might be a little awkward. But then again, maybe not. Anyhow, having someone hold the bike straight while you measure will help maintain accuracy. It's also hard to measure your own inseam. Remember, I am using these measurements to make your dream machine so take your time (maybe 2 or 3 times) and be accurate.
- Send in your fit sheet. This is when the clock starts ticking on your order. Telling me you "will order tomorrow" doesn't get you in the queue. For a deposit, you can send a check, call with a credit card number, or use the online payment option. I require $500 upon order (frame only or complete bike). If you are faxing the fit sheet in, follow up with an e-mail or phone call to make sure I received the fax. I will make 85 frames for the 2007 calendar year and that's all. If my math is correct, that works out to 7 frames a month. I will not build more than 7 in a given month no matter how hard you beg. So as I take orders and the list grows, the delivery times are based on your position on the list. I will be giving an 8 week window for delivery on each frame to cover any unforeseen delays on my end. If for some reason I think your frame will be delivered outside my estimated "window", I promise to let you know ASAP. This doesn't mean you get a discount; it's simply what I will do if I think I'll be late. One of the reasons for the "window" is to minimize being late on deliveries in the first place which really bugs me, not to mention the customer. So, if you are 20th on the list, it will take 4 to 6 months to get your frame. If the list is longer, then the wait is longer. Want an exact date? Ain't going to happen. I've learned the hard way that when I'm planning that far in advance that a small delay early on turns into a bigger delay down the road so I need my customers to be patient and to plan well in advance if you want the bike for a certain race or vacation. Bottom line: it's going take a while.
- I will confirm the receipt of your order and look it over. Then I will do a "mock up" CAD drawing (that's fancy talk for 'computer aided design'). I am simply setting up a drawing based on your measurements that will show me how you fit on your current bike or, if you supplied only body measurements, how I think you should fit on your new bike.
- The interview. It can take up to four weeks for me to get around to the interview. I will e-mail you to set up a good time for me to call. If you live somewhere like Sweden, then you will be calling me. During the interview, I have your drawing up on the screen and as we talk about your fit, riding style, concerns, etc, I tweak the drawing to reflect any changes that need to be made. I also go over options (rack mounts, pump pegs, disc brakes, etc) and paint/decal choices at this time. Once we get to the point where we think we have gone over all the details and I have answered all your questions, I convert your drawing into a PDF document and e-mail it to you along with an option sheet to sign off on.
- The drawing I send you has a lot of numbers and dimensions that I don't expect you to understand. I only want you to do a couple things. First, look at the "stance" of the bike. This is just your general gut reaction to how the whole package looks. The second thing is to take a look at the "fit numbers" on the drawing and compare them to what you sent in. You should see a correlation between the changes you/I wanted to make and the difference in the numbers. I'm not looking for you to cover my ass for mistakes; I just want to make sure you know what you are getting.
- You approve the drawing (by e-mail if possible so I have a record) or ask for changes. I can do as many changes as you wish but at some point you become "that customer" so make them count. After the changes I send you another PDF and wait for your response. Keep in mind that this doesn't effect the delivery date for your frame. That was determined upon order and I build in enough time for 'back and forth' on fit issues, unforeseen delays, and for general laziness on my part.
- At this point there will most likely be several weeks/months left before your frame will be done. I understand that you may be anxious for a status report on your frame but nothing much happens until the delivery date approaches. "How's my frame coming?" is a common question. A common answer is, "It isn't". That's because it all happens in a week or so, not over a long period. I will call you when I start the frame so just wait for that call before you get all worked up. I don't mind you asking but if it can be done by e-mail we would be thankful. If you need to call for any other reason, don't hesitate. Customer service is part of the deal. If you want to make a change on anything I am more than happy to accommodate as long as I haven't started cutting tubes yet. Please make changes by e-mail if possible so I have a paper trail. I will send you e-mails when your frame: 1) begins production 2) goes to paint 3) comes back from paint and 4) when it ships. We will run your credit card the day it ships (unless you have made other payment arrangements). You will also receive an e-mail from UPS/USPS with your tracking # so that you can check to see where your frame is every ten minutes if you like.
- You receive or pick up your frame/bike, start your own Soulcraft fan website, and I wait for your next frame order.
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