Cycle Factory Store

[Overlord]

Enquiry sent via your site. 3 Days and still waiting for a reply. Should I rather go to another store?

[Mackie]

It's called a telephone...

[Overlord]

It's called a telephone...

I sent the enquiry. All they need to do is say yes we do stock it or no we do not. I work for a living. I do not sit around on my arse with the time on hands to phone around.

[Swift01]

_{only 3 days not bad..... Like most companies in SA internet is not the fastest way to get a response They setup internet sites but they are no watched closely due to various reasons. I have learnt, no response within a day or 2, pick up the phone, it would take almost the same length of time as sending an email or typing a thread on thehub, and as you know the threads can get pretty long........... If I had waited for all the resonses via internet sites, I would still be waiting for half a bike to build my first bike.}

[nishiki]

_{only 3 days not bad..... Like most companies in SA internet is not the fastest way to get a response They setup internet sites but they are no watched closely due to various reasons. I have learnt, no response within a day or 2, pick up the phone, it would take almost the same length of time as sending an email or typing a thread on thehub, and as you know the threads can get pretty long........... If I had waited for all the resonses via internet sites, I would still be waiting for half a bike to build my first bike.}

piss poor excuse. don't have the web option open to clients if you cant manage it. besides, surely the web form shld just send an email to the store, in which case they are lazy.

 

OP, I'd move on definitely. if they cant manage a sale, then they sure as hell wont be able to manage a warrantee return.

[Mojoman]

South africa needs to wake up to the power and efficiency of emails. Just about all phones can receive email, computers are dirt cheaps and there is network coverage just about all over. The shops that neglect their emails will feel it in their pocket.

[lock]

I had nothing but good service, I sent a query via the website on Monday morning around 6 am, 8:20 I received a reply...a day later my bike was serviced. They kept me up to date and phoned twice with feedback.

 

As for the workmanship, if I survive Amashova this weekend...it was good enough.

 

It could be a glitch in the system...$h!te happens every now and then..

[Kranky]

Enquiry sent via your site. 3 Days and still waiting for a reply. Should I rather go to another store?

 

I know it shouldn't be this way if it is offered but I never fill in website forms because I don't expect it to work or to get a response.

 

Maybe try twitter @Cycle_Factory or PM them on this forum.

Edited October 12, 2012 by Goobacks

[Cycle Factory]

Enquiry sent via your site. 3 Days and still waiting for a reply. Should I rather go to another store?

 

We apologise for the inconvenience. We have been battling a network bug affecting our internet connection and email flow. That however is not your problem.

 

We have a no questions asked policy to reply to emails on the same day when received during business hours and before 10 the next morning when received after. We have a high success rate.

 

We will stick with our Contact Us via website approach as it's convenient for first time users who make up the bulk of emails received via web.

 

For those out not using the web for this you can contact us via any means in our signature below.

[rock]

that reminds me i contacted a local distributor last weekend via an online form......heard nothing.

[IndianRoadie]

to cycle factory for replying

[stringbean]

You give a thumbs up to a shop that replies 3 weeks later .Not sure what kind of service you used to.

[IndianRoadie]

You give a thumbs up to a shop that replies 3 weeks later .Not sure what kind of service you used to.

 

i didnt see the date

[Kranky]

You give a thumbs up to a shop that replies 3 weeks later .Not sure what kind of service you used to.

 

i didnt see the date

 

Delayed but a reply nonetheless. One up on no reply

Edited November 9, 2012 by Goobacks

[Cycle Factory]

Delayed but a reply nonetheless. One up on no reply

We'll take it!

 

We're not on The Hub that much so this one only popped up this morning when we logged in and did a search. Usually comes up with old threads only so we've managed by hook or by crook to keep our noses clean. And the pressure to do so just gets more and more as more people use forums and social media to raise an issue. Back in the day we would receive an email and before then we used to get a phone call. So to the consumer all these forms of immediate "consumer reporting" can only be good. Sometimes it's not quite fair in that it doesn't portray both sides of the story and if you're not on it quick enough then it becomes fact. We dropped the ball here, no use beating around the bush and telling you guys how difficult life is and how long our IT guys have been battling to get our problems sorted.

 

Still, we choose to put ourselves out there. We're on The Hub, Twitter, Facebook, have a YouTube channel and a Contact Us section directly from our website. Over and above that there's good old fashion phone, the odd fax and on top of that the emails we receive directly into our Inbox.

 

But like you guys, we demand the best service when we walk into a shop and we expect to offer nothing less. Only the best will do and that means getting round to each and every email, fax, letter and phone call.

Edited November 9, 2012 by Cycle Factory