Cycle Factory

[breaker]

So that was an interesting lunch hour. Following on from this thread, I decided to go to Cyclefactory to try out a Silverback, spoke to helpful guy by the name of Chris whom I had a conversation on the phone before. While Chris was showing me alternatives, Pieter quite rudely imho steps in and advises Chris to help another customer while he continues with me.

Pieter then funnily enough shows me a momsen(thanx @tombeej). At this point I can appreciate the help he gave as he explained the bike to me and actually convinced me that this is the bike for me. However, after brief phone call and the situation basically in mid air, Pieter turns his attention to another customer. Now i don't know if there was a misunderstanding but I was certainly not done, especially since this bike needs to be ordered and still built. After standing around for a while I start getting that same feeling I got in a few other Lbs's, not good. Eventually Chris helps finalizes what we will do next.

Now like I said, it could be as simple as a misunderstanding but I definitely left with a bad taste in my mouth, so much so that I will be phoning other Lbs's for the same bike.

[JGR]

Sounds like they were trynig their best to help a lot of people at the same time. You got helped by two people and as you said they took the time out to explain a lot to you. Its a week before Xmas - a little lattitide maybe

[Jaco-fiets]

I know how you feel! When i was looking around for a 29er recently i popped in at the cyclelab in Durbanville. There was a Focus i was interested in. I had to kindly ask someone to help me (only 1 other potential customer in the shop at that stage). Asking what the weight of the bike is he replies "well it is probably between 9 and 12kg". I kindly thanked him for his time and left. Needless to say i bought a bike somewhere else

 

Little tip: If somebody asks about a 50K bike (or any bike for that matter) it might be better to help them out and not give any answers starting with "probably".

[Meezo]

I know how you feel! When i was looking around for a 29er recently i popped in at the cyclelab in Durbanville. There was a Focus i was interested in. I had to kindly ask someone to help me (only 1 other potential customer in the shop at that stage). Asking what the weight of the bike is he replies "well it is probably between 9 and 12kg". I kindly thanked him for his time and left. Needless to say i bought a bike somewhere else

 

Little tip: If somebody asks about a 50K bike (or any bike for that matter) it might be better to help them out and not give any answers starting with "probably".

 

that's probably the best thing you could of done!

[Jotto]

Why not try CWC. Where are you

[Iwan Kemp]

So that was an interesting lunch hour. Following on from this thread, I decided to go to Cyclefactory to try out a Silverback, spoke to helpful guy by the name of Chris whom I had a conversation on the phone before. While Chris was showing me alternatives, Pieter quite rudely imho steps in and advises Chris to help another customer while he continues with me.

Pieter then funnily enough shows me a momsen(thanx @tombeej). At this point I can appreciate the help he gave as he explained the bike to me and actually convinced me that this is the bike for me. However, after brief phone call and the situation basically in mid air, Pieter turns his attention to another customer. Now i don't know if there was a misunderstanding but I was certainly not done, especially since this bike needs to be ordered and still built. After standing around for a while I start getting that same feeling I got in a few other Lbs's, not good. Eventually Chris helps finalizes what we will do next.

Now like I said, it could be as simple as a misunderstanding but I definitely left with a bad taste in my mouth, so much so that I will be phoning other Lbs's for the same bike.

Sounds like quite a frustrating situation. Did you perhaps take it up with them as well?

[Iwan Kemp]

However, after brief phone call...

Honest question: was this you who made / received a call or Pieter?

[Cycle Factory]

Hi,

After hearing about the post on The Hub the least I could do was to make a call to apologise. We at Cycle Factory always do our best to maintain excellent service as our repetation clearly lies with each and every customer that we deal with. Thank you to those who brought this to my attention - the issue has been dealt with on both sides

 

Jacques van Staden

Sales and Marketing

[DawieO]

Beautifully done Jacques.

[BushGoblin]

nice follow up

[Boyracer]

I have only ever had excellent service from Pieter and can imagine that the confusion was caused by the shop being busy.

[Iwan Kemp]

Hi,

After hearing about the post on The Hub the least I could do was to make a call to apologise. We at Cycle Factory always do our best to maintain excellent service as our repetation clearly lies with each and every customer that we deal with. Thank you to those who brought this to my attention - the issue has been dealt with on both sides

 

Jacques van Staden

Sales and Marketing

Nicely done.

[Ryanpmb]

I know how you feel! When i was looking around for a 29er recently i popped in at the cyclelab in Durbanville. There was a Focus i was interested in. I had to kindly ask someone to help me (only 1 other potential customer in the shop at that stage). Asking what the weight of the bike is he replies "well it is probably between 9 and 12kg". I kindly thanked him for his time and left. Needless to say i bought a bike somewhere else

 

Little tip: If somebody asks about a 50K bike (or any bike for that matter) it might be better to help them out and not give any answers starting with "probably".

What's this got to do with a 50k bike? If you have a product on the floor/ in the shop you should know the details about it, regardless of cost. Edited December 19, 2012 by Ryanpmb

[Heckflosse]

I always chat to Pieter. He is committed and simply an awesome sales person.

[DR ◣◢]

What's this got to do with a 50k bike? If you have a product on the floor/ in the shop you should know the details about it, regardless of cost.

 

Agreed. However, a high end bike should draw the attention of the staff more than the everyday bikes. A passionate sales person will be drawn to this type of bike and will get super excited when a potential customer enquires about it.

 

Clearly not the case here.

 

Bottom line however is that every bike and part in the store should be known and a customer should be able to get an honest and educated answer regardless of price.

[Ryanpmb]

.

Edited December 20, 2012 by Ryanpmb