Do suppliers get back to you with answers to questions?

[jethro10]

Hi,
Do you have good results from suppliers/manufacturers with answers to questions via email.

I'm planning a winter upgrade for my MTB and the current status on questions that are not obviously answered by web site bumpf are:-

Fulcrum web site - asked 3 times and got an answer finally a month after the third time of asking but the answer was inconclusive and no different to what i saw on the web site which was why I asked in the first place!

Clarks brakes - got a reply after the second attempt. Best result so far.

Kinesis Frames - My wife has one and it's fantastic, and I mentioned this on my email - no replies as of yet - a month now.

PZ Racing - the website is dire for detailed geometry on frames - no reply...

And finally my wife has Five Ten Karver shoes and swears by them, the womens version looks a bit different to the male version so I asked a question of them - twice - no reply.

Is this common? it seems like they just want you to buy, if you meed more info, your an oncost so they just ignore you as your more trouble than worth.
Common courtesy would dictate even if I got a "sorry, we'd like to help but don't know the answer" it would still be ok.

Jeff

 

[roadrash]

sorry ,i would like to help but i dont know the answer .....

 

[jethro10]

sorry ,i would like to help but i dont know the answer .....

There's always one!

J

 

[Angelfishsolo]

Hi,
Do you have good results from suppliers/manufacturers with answers to questions via email.

I'm planning a winter upgrade for my MTB and the current status on questions that are not obviously answered by web site bumpf are:-

Fulcrum web site - asked 3 times and got an answer finally a month after the third time of asking but the answer was inconclusive and no different to what i saw on the web site which was why I asked in the first place!

Clarks brakes - got a reply after the second attempt. Best result so far.

Kinesis Frames - My wife has one and it's fantastic, and I mentioned this on my email - no replies as of yet - a month now.

PZ Racing - the website is dire for detailed geometry on frames - no reply...

And finally my wife has Five Ten Karver shoes and swears by them, the womens version looks a bit different to the male version so I asked a question of them - twice - no reply.

Is this common? it seems like they just want you to buy, if you meed more info, your an oncost so they just ignore you as your more trouble than worth.
Common courtesy would dictate even if I got a "sorry, we'd like to help but don't know the answer" it would still be ok.

Jeff

Every time I have phoned Chain Reaction Cycles I have had excellent service and advice. I work on the premise that if the question is an important one I phone rather than send and e-mail.

 

[Tyke]

Email to Merlin Cycles answered in about 3 hr and led on to 2 orders being placed and delivered free in 36 to 40 hrs. Can't fault them so far.

 

[HLaB]

Its probably like any company some do and some don't of the companies I've emailed, wiggle, crc & sks got back to me quickly it took a bit longer with Garmin iirc but the Dutch company quasar (the stock wheels for Kinesis) haven't ever got back to me.

 

[gaz]

You will have to ask this question several times before I answer.

















OK I joke.
Depends on the company.
Carradice have been awesome, always keen to keep in touch and help me out.
Crud have also been great, sorting me out when i needed a replacement
Garmin can be a little bit slow but have always do the right thing in the end.
Contour where great when I needed a camera replacing out of warranty.

My biggest issue has been Genesis bikes they where rude to me and i would never buy another one of their products.

 

[mightyquin]

I prefer to use the telephone if I have a query rather than some customer service inbox.

 

[2Loose]

Manufacturers, rarely.
Resellers almost 100% of the time.

 

[jefmcg]

+1 on Carradice. Used their website form on a Friday, got an answer on Monday.

Petra called me to confirm my delivery address, and Brilliant Bikes sent me two emails when the tube I ordered didn't match the tyre in the same order.

 

[Cubist]

Ragley got back to me after a second email, but with the excuse that they were changing servers as Chain Reaction were taking up the franchise. It was a touch and go warranty question, but they agreed to a refund/exchange in any case.

Superstar Components, always very helpful, emails answered in a couple of days, and phone advice spot on.

 

[John the Monkey]

Fine distribution, Madison, Carradice have all been pretty good, ime.

What's your question for Kinesis? I've chatted to their folk on twitter now and then, I could mention it if you like?

 

[henshaw11]

Both primalwear in the US, and Gore bikewear (mebbe via the US, but answered from the UK) - yes - mebbe a day or few to answer the original inquiry, then a pretty fast runaround on the few following emails that followed.

I sent a query to Madison a few days ago, not heard anything yet but they do say to allow a few weeks !

 

[jethro10]

Manufacturers, rarely.
Resellers almost 100% of the time.

This is how I'm seeing it also.

People have also suggested phoning, but that has several problems eg.

I work - 9-5 can't call from work on works time, so easier to mail at evenings etc.

Some are foreign, but accept mails in english. But I don't know Italian for instance.

Yup, have to agree though, customer facing people like retailers are generally OK
J

 

[Fiona N]

Lumicycle, Carradice, ShuttVR, Merlin (U.S.) and Merlin (Preston way) have all been very good with email and phone. I've actually found businesses have been especially good when it was a query about a mistake/failure of equipment and they have been similarly quick to remedy any problems. I seem to have been pretty lucky in this regard.

If it's a question about gear compatability etc. I often find it's quickest to go onto Wiggle and post under Q&A for the specific item. Either Wiggle people or some other customer usually posts a reply within a few hours.