GLuvsMtb Posted November 15, 2016 Posted November 15, 2016 My question is would this have been resolved by now if OP didn't post on thehub?My guess would be yes. Being the biggest online cycling retailer in SA, They surely deal with many more queries than the few that are escalated to bikehub / other social media platforms. We can only guess as to how many warrantee claims they deal with in a month, but my guess is that it would be quite a few.
Shebeen Posted November 15, 2016 Posted November 15, 2016 Dare I say it, but Oom Chris is the Donald Trump of the hub...I think he would klap you with his 'small hands' for saying that.
Wil6 Posted November 15, 2016 Posted November 15, 2016 Why is this thread still open? Was it not resolved?
rock Posted November 15, 2016 Posted November 15, 2016 free tyres. Great. thanks CWC Is Coolheat going to replace/repair the wheels? (I might have missed a few posts)
Danger Dassie Posted November 15, 2016 Posted November 15, 2016 Because no matter what the eventual outcome, it would not have been acceptable to you. In bussiness, as in life, you get it wrong sometimes. What is way more important is how you respond to the eventuality of making a mistake. This. We're human, life is short. Go ride.
'Dale Posted November 15, 2016 Posted November 15, 2016 This. We're human, life is short. Go ride.Inspirational Quote Of The Day ????????????
BigDL Posted November 15, 2016 Posted November 15, 2016 Because no matter what the eventual outcome, it would not have been acceptable to you. In bussiness, as in life, you get it wrong sometimes. What is way more important is how you respond to the eventuality of making a mistake.100% agree that how they respond is what matters more. However, if you tell the OP no to his face and then, when he brings it to the Hub, you say you were actually sending pics to the agents, then I would question the resolution. Why did the OP not know that they were sending pics on his behalf? He didn't come on here and complain that they had promised to send pics to the agents and had not done so.
GLuvsMtb Posted November 15, 2016 Posted November 15, 2016 100% agree that how they respond is what matters more. However, if you tell the OP no to his face and then, when he brings it to the Hub, you say you were actually sending pics to the agents, then I would question the resolution. Why did the OP not know that they were sending pics on his behalf? He didn't come on here and complain that they had promised to send pics to the agents and had not done so.again... the whole situation was not handled correctly from CWC, they fronted up and apologised in public, and rectified the situation. I am sure that they do a post mortem on these cases and build it into their business going forward. Sitting here like a bunch of ou vrouens speculating around how they should have / could have dealt with the situation is not adding value to the OP, or CWC, as they seem to have a very good way of dealing with warrantee claims in general.
BigDL Posted November 15, 2016 Posted November 15, 2016 again... the whole situation was not handled correctly from CWC, they fronted up and apologised in public, and rectified the situation. I am sure that they do a post mortem on these cases and build it into their business going forward. Sitting here like a bunch of ou vrouens speculating around how they should have / could have dealt with the situation is not adding value to the OP, or CWC, as they seem to have a very good way of dealing with warrantee claims in general.Fair point. I don't normally get involved in these threads, unless positively, as, having been involved in wholesale/retail and service industries for many years, I recognise how easy it is to make a cock up and how easy it is, in the age of social media, for the cock up to grow out of proportion to the original issue. Having said that, I also know that, in this day and age, the "hail fellow well met" "ha ha ha - I have sore legs" approach will hold less and less water with your customers. If you aspire to run a big online business, you had better decide whether your business carries on when you are out riding your bicycle. Imagine if the owner of CRC said that your issue hadn't been resolved because he forgot, would you be as gentle? Or if your bank didn't make a payment that you had asked for because someone was out riding their bike? Would you be as understanding? I know I probably come across as arguing against myself, and recognise that, so will now shut up
GLuvsMtb Posted November 15, 2016 Posted November 15, 2016 Imagine if the owner of CRC said that your issue hadn't been resolved because he forgot, would you be as gentle? Or if your bank didn't make a payment that you had asked for because someone was out riding their bike? Would you be as understanding? yes, because I am reasonable. If CRC fronted up and apologised, and sent me extra goodies and DHL's my returned order to me, or my bank wrote a letter to my creditor that was not paid on time, despite the instruction, explaining the error on their side, I would accept it and move on. I work for a listed company, and we don't have full redundancy on each function as it is just way too expensive to double up on everything. I've been on leave or at a stage race when the Sh!t hit the fan from time to time. It happens. In an industry as competitive as the online retail environment few have the capacity to double up on every function. And as this seems to be the exception, rather than the rule, one has to assume that their systems usually function well when key personnel is not in office.
Patchelicious Posted November 15, 2016 Posted November 15, 2016 again... the whole situation was not handled correctly from CWC, they fronted up and apologised in public, and rectified the situation. I am sure that they do a post mortem on these cases and build it into their business going forward. Sitting here like a bunch of ou vrouens speculating around how they should have / could have dealt with the situation is not adding value to the OP, or CWC, as they seem to have a very good way of dealing with warrantee claims in general.Thank gaaaaaawwwdd, somebody finally said it! Thank you.
GLuvsMtb Posted November 15, 2016 Posted November 15, 2016 Thank gaaaaaawwwdd, somebody finally said it! Thank you. It was said by Jnr himself in post #96 on Sunday night after he got back from W2W.
Patchelicious Posted November 15, 2016 Posted November 15, 2016 It was said by Jnr himself in post #96 on Sunday night after he got back from W2W.When Jnr himself can admit his mistakes but his apologist cant......
Skubarra Posted November 15, 2016 Posted November 15, 2016 When Jnr himself can admit his mistakes but his apologist cant...... Ok Patch, you are right, all the apologists are wrong, you are awesome, can someone now please close this thread?
Patchelicious Posted November 15, 2016 Posted November 15, 2016 Before more people pee in their panties, I am being super sarcastic......... Think about how people got defensive in this thread https://community.bikehub.co.za/topic/145111-the-i-hate-specialized-bandwagon-whats-the-deal/page-101?hl=hate%20spez "Your mom jokes" are always funny until its your own mom getting shagged....
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