CWC dissapoints!

[Smiles]

Thats exactly where you mis the pot completly. Posting on a public forum without giving the company and I mean any company a chance to fix circumstances first, means the poster is a complete idiot in my book, doing that intends to harm a company rather than solve your complaint, and the poster for that reason lacks any form of decency.

 

If youre problem is not addressed by the company then by all means flame the company, in my opinion the original poster is completly in the wrong for posting without trying to solve this.

 

i really don't agree with this.

the bike shop messed up initially with loose bolts - no excuse for that at all, ever - and can lead to a really dangerous situation. you don't buy a car off the show-room with loose wheel bolts or engine mountings. (i won't really complain about tyres at 3 bar etc, as there can be reasons for that)

 

i found the post helpful in that now i'll double check the bolts on my bike after a service, or if i buy a new bike. from what i've heard CWC has to be one of the best shops in cape town if not the best, but that doesn't give them a free pass from any negative publicity. they let the bike leave their shop in that condition, so they must accept the negative coverage from it.

i'm sure they've learned a lesson from being informed of this, but, as a result of this thread, so have a few cyclists been reminded to check the bike, which can only be a good thing.

[ERNIE-BOY]

why don't we all phone cwc...a free set of wheels should easy the pain nox1111

to the lickalots; what if the bike cost R75k..would you still fancy cwc service...

CWC supporter, fan,ect....

[covie]

Nobody said give them a free pass, what is said is speak to the the company and i mean once again any company not just CWC directly first. Then if you want to carry the message accros you formulate a post that says:

 

Guys tough lesson learned, a bike shop messed up, they did not tighten the bolts correctly blah blah etc etc. So double check before you leave the premises. Hell i can tell you stories about my vehicle manufacturer that put the wrong fuses in, and forgot to tighten the oil cap after a service which then fell off, The guy that installed my arials and never grounded it, the guy who installed my geyser with the wrong thermostat. etc.

 

In each of those cases i phoned them, they promplty fixed it up, so there was no reason to publicly flame them, The only thing this post did prove is that instead of seeking publicity and Chris took it offline fixed it the way it should have fixed in the first place.

 

But your entitled to your opinion, I for one do not agree with this post and the reasoning behind the initial post. The poster had no idea CWC would pick this up and then fix it. The post was not done in good faith, it was simply done by a frustrated customer looking to vent his frustrations on a public forum.

 

I will say it again, etiquette is first try and resolve the situation then make public if you dont get any joy. And then if you feel you can educate the broader public with lessons learned by all means do so.

[covie]

why don't we all phone cwc...a free set of wheels should easy the pain nox1111

to the lickalots; what if the bike cost R75k..would you still fancy cwc service...

CWC supporter, fan,ect....

 

 

You lost me, what does price have to do with anything, if its a 1k bike or a 100k bike it doesnt make a diff.

[Smiles]

Nobody said give them a free pass, what is said is speak to the the company and i mean once again any company not just CWC directly first.

 

i'm sorry but why contact them first? as you said, he didn't expect chris to follow up on this - so there was no need to phone them.

he was relaying his, or the lady's experience she had with them. just as people have threads praising the great service they get from CWC or CRC or their local politician, (without phoning the said party to express the great service they received) we can also have threads that detail poor experiences.

 

[and i have no doubt even the best business in the world has a customer somewhere who is not happy, and have only ever had a good experience the one time i went to cwc, so i'm not a cwc hater - rather just a firm believer of "freedom to information" if you will]

[covie]

smiles sigh your still missing the point,

 

And for the record I thank many companies for their great service, And i try and deal with the companies that give me crap service. If you think its acceptable to complain on a public forum, without addressing it with the company first so be it. Not everyone on this planet can have proper business etiquette i guess.

 

One day you might own your own company and then you will sing a totally different tune. Like i said your entitled to your own opinion. And yes I agree with you all companies make mistakes, and like we said its how those companies deal with those mistakes that defines that company, the poster in this case did not give the company a chance to recitfy the mistake. And thats why the post is improper, I couldnt care less if its CWC CRC IBM, or your local fish and chips shop.

 

You always try and fix a problem first before you go public with a complaint..

[Tumbleweed]

I emailed CWC on the 13th May to ask how long ahead of time must I book a service…

 

What most of the people on this thread fail to realize, CWC and CWConline are two different entitites, If you want to book your bike in for a service you dont mail CWConline you phone CWC and book the bike in.

 

The only problem i see here is that the guys at CWConline tried facilitating your request although what they should have done is tell you that if you want to book a service you need to phone the shop and not the online store.

 

Read again. Your defence is misguided.

[Rich.Carbon]

[linnega]

Thats exactly where you mis the pot completly. Posting on a public forum without giving the company and I mean any company a chance to fix circumstances first, means the poster is a complete idiot in my book, doing that intends to harm a company rather than solve your complaint, and the poster for that reason lacks any form of decency.

I understand that is the opinion you have. However, I can assure you that is by no means general consensus - most customers of any business will happily use forums, twitter, hellopeter etc to resolve grievances. And they should be able to as it gets results for them. This particular case is an excellent example where there is no harm done to either party. The customer gets more than expected and the retailer gets the opportunity to delight his customer and develop another brand ambassador.

[Crash Gordon]

If I were Chris snr, I would be pretty happy that the post came through. He did the right thing - made amends and took it off-line for a frank discussion. Perfect opportunity to impress a customer that had not received great service and an opportunity to let everyone else know the way he operates. No problem with either the OP or Chris' response. Little concerned that some feel the need to defend a bike shop to the death despite the complaint being valid and explained in a very rational way.

 

Covie - in this world of online presence and immediate access to an audience, it is irresponsible to think that customers will only talk about you directly to you. If you want to be party to resolving a compliant you need to address the customer where they make the complaint. There is no rule of thumb other than the adage that the customer is always right and deserved to be served.

 

+1

 

Covie, shut up and listen. This is not "The Hub According to Covie"

Its a public forum and the guy never flamed CWC, he merely stated in a farily unbiased way the turn of events.

I've been around for quite a while longer than you on these sorts of forums and understand etiquette. You don't.

 

ENUFF SAID

[david16v]

At the end of the day, the original poster should have returned the bike to CWC and stated his case.

If he got the bike back and there will still issues or CWC were ignorant, then he should have posted this topic and complained.

[Crash Gordon]

smiles sigh your still missing the point,

 

And for the record I thank many companies for their great service, And i try and deal with the companies that give me crap service. If you think its acceptable to complain on a public forum, without addressing it with the company first so be it. Not everyone on this planet can have proper business etiquette i guess.

 

One day you might own your own company and then you will sing a totally different tune. Like i said your entitled to your own opinion. And yes I agree with you all companies make mistakes, and like we said its how those companies deal with those mistakes that defines that company, the poster in this case did not give the company a chance to recitfy the mistake. And thats why the post is improper, I couldnt care less if its CWC CRC IBM, or your local fish and chips shop.

 

You always try and fix a problem first before you go public with a complaint..

 

No Covie, you're missing the point.

Why must CW always have to secretly fix their cock-ups? Let the public know, maybe the chop building the bikes is the common denominator.

Get to the bottom of the issue, not just publically fixing it and paying his way out of crap and using it as a PR stunt.

Find out why the problems are happening, and fix it at the source.

 

Covie, if you're at a restaurant and they bring you really lousy food, do you wait till you get home and then phone them and complain?

Why not complain there and then and have the problem sorted out. Maybe its a specific problem and the management can address it immediately and possibly even prevent it from happening to another customer, and inso doing improving the name of the restaurant.

 

Covie, load your brain before you shoot your mouth off. Look at the whole picture, not only the point you are failing to make

Edited June 23, 2011 by Crash Gordon

[covie]

Amazing how the old hubbers agree with my statements and the Noobs shoot off their mouths.

 

And no its not the hub according to covie, Its called proper businenss etiquette, so once you chaps grow up a little bit and learn about life in general we can continue this debate, your retorts are childish and imature, your logic is flawed and not wonder you never get any problems resolved.

 

Good luck to you kids. you can post all you want all over the world, if you dont adress a problem on a personal level youll always come of second best. So go ahead rant your little heads of in cyberspace, doing that is the equivelant of jerking off to porn instead of taking a hot women home.

 

I do beleive some of you really need to face reality.

[Tumbleweed]

Amazing how the old hubbers agree with my statements and the Noobs shoot off their mouths.

 

The longest-standing hubber to have contributed to this thread, linnega, didn't agree with you.

[lock]

Covie, do you have shares in CWC? Or freebies? If the online store and the actual shop shares the same name...which they do..they need to function as a unit...the bike service cock up is really lame...

[nolipoli]

No Christi thats not the consensus, at all, basically the end user have to remmeber that when buying a new bike to ask the shop to help them with a setup before leaving the premises. Thats if they did'nt offer immediatly to help you. Some people seem knowledgeable so they dont always offer.

 

Secondly you always precheck the bike at the shop, just like you do before every ride, if your paranoid then ask the shop to check the torque on all the screws, take the bike for a quick spin in lot and make sure it shifts and brakes as you would expect it to.

 

And do the same after your bike has been serviced by a lbs as well, always test it before going home.

 

I am with Christie on this one Covie. We trust that the bike shop is going to deliver a product that is at least safe to use. If they haven't got the setup right, it is not great, but it is not going to hurt anyone.

 

But let me tell you, when they deliver a bike that is literally falling apart at the bolts, they will take a beating second to none when someone gets hurt. If my wife, who has been riding for 4 years went to collect a brand new bike, she would not know to check each bolt for the correct torque (She does not know what torque is). If that bike came to pieces on the first ride and hurt her, the bike shop would not know what hit them.

 

Low margins and time constraints are no excuse for delivering an unsafe product, and trying to shift that responsibility onto unwitting customers is a poor show.