Sent an nice e-mail to Woosh earlier in the week via their website but no had any form of reply yet - is their customer service normally this poor or is this the norm ? It certainly isn`t where I work 
Woosh Customer Service
- Thread starter Tubamanandy
- Start date
Tubamanandy
I am sorry if have slipped up on this.
If you send in an email using the web page you will have had to tick one of three boxes: either sales (ie pre sales enquiries before making a decision to buy a bike), post sales support (ie you have got a bike from us and have a technical query about something) or conversion kits. Each of these fields is dealt with by a different staff member and we normally take between 2 minutes and up to 2 hours to answer, the latter because we may need to check something on one of our bikes or need more detailed information. If you tick the wrong box the email may end up not being answered. Furthermore if one of us is away (I was away for 3 days last week for example), there will be delays and missing something is possible.
Please ask your question again here and I will answer it, or get it answered on here as soon as possible.
Hatti
I am sorry if have slipped up on this.
If you send in an email using the web page you will have had to tick one of three boxes: either sales (ie pre sales enquiries before making a decision to buy a bike), post sales support (ie you have got a bike from us and have a technical query about something) or conversion kits. Each of these fields is dealt with by a different staff member and we normally take between 2 minutes and up to 2 hours to answer, the latter because we may need to check something on one of our bikes or need more detailed information. If you tick the wrong box the email may end up not being answered. Furthermore if one of us is away (I was away for 3 days last week for example), there will be delays and missing something is possible.
Please ask your question again here and I will answer it, or get it answered on here as soon as possible.
Hatti
Thanks for the offer but if my e-mail from your website went to a wrong department it should simply have be forwarded to the right department for an answer, not totally ignored. Its was about your conversion kits and parts and I ticked the correct box, sort of lost confidence with Woosh.
IME emails seem to fall between gaps with holidays etc. In this day and age there is absolutely no excuse for this
Some of mine have gone unanswered for weeks
Some of mine have gone unanswered for weeks
Tubamanandy, I am genuinely sorry. My technical colleagues hardly ever fail to reply to an email although not always within 5 minutes as they are not desk bound but often with customers or in our workshop/prep rooms. I usually forward any emails that should go to them immediately but if it is a very busy day (Mons and Tues especially) of course I could slip up. If the email came to me rather than to 'Kits' (possibly?), this may well have happened. I certainly don't have it at the moment and neither I believe does the Kits chap.
As suggested, if you let me have the query I think I can get it answered for you pretty quickly and restore your confidence.....or better still, give us a call on Monday. Its good to talk, as the great Bob Hoskins used to say!
Hatti
small team, trying to do too much, Hatti especially.
something like this is an accident waiting to happen.
I am sure that in cases like tubermanandy, they will have already put in procedures to stop enquiry emails being put into the junk box by mistake. dmsims case is a bit more concerning. If something is important to you, call and talk to Hatti directly. She is a persons person, loves pens and paper and hates computers.
something like this is an accident waiting to happen.
I am sure that in cases like tubermanandy, they will have already put in procedures to stop enquiry emails being put into the junk box by mistake. dmsims case is a bit more concerning. If something is important to you, call and talk to Hatti directly. She is a persons person, loves pens and paper and hates computers.
Tubamanandy had one email go unanswered.
Within 90 minutes of posting on the forum, he had the undivided attention of the gaffer at Woosh.
Is their customer service normally this good?
Funny enough I also wrote quite a few emails enquiries earlier in the year when I was researching for a possible purchase. Did not get any reply at all either. Have up in the end.
Email is not 100% reliable. This was true before the advent of spam and spam filtering; it's even more true now. And there's two emails involved; one from you to the shop, and one from the shop to you, and if either of those fail, there's no email.
Posting via the web site would be more reliable, but still not 100% because the reply would be via email.
Posting via the web site would be more reliable, but still not 100% because the reply would be via email.
There was some American research done a few years ago in which tens of thousands of letters and emails were sent and monitored.
A handful of both failed to arrive.
The conclusion was that email is approximately as reliable as the post - nearly everything gets there, but some things do not.
If something is important, use the phone and speak to a human.
When someone's busy it's easy to miss an email coming through if you get a wall of them coming in each day, and not so easy to miss a ringing phone.
When someone's busy it's easy to miss an email coming through if you get a wall of them coming in each day, and not so easy to miss a ringing phone.
I called Hatti at home and talked about this issue.
Woosh only have a small team, two Andies, one does email support, the other does PDIs, Simon also does PDIs, Kevin packs, keeps the place clean and moves boxes. Hatti does everything else and she hates computers. When Andy (Hatti's right hand man, who does email support) is on holiday, they have no support. That's what happens in dmsims and Ash's cases. In tubermanandy case, the email went to Hatti while she was on holiday last week, she assumed Andy would have dealt with it, she deleted the message by mistake instead of forwarding it to Andy. Hatti said they have already put in a system last night to stop these cases from happening in the future, emails are now backed up, enquiries and case resolutions monitored by a second person.
Woosh only have a small team, two Andies, one does email support, the other does PDIs, Simon also does PDIs, Kevin packs, keeps the place clean and moves boxes. Hatti does everything else and she hates computers. When Andy (Hatti's right hand man, who does email support) is on holiday, they have no support. That's what happens in dmsims and Ash's cases. In tubermanandy case, the email went to Hatti while she was on holiday last week, she assumed Andy would have dealt with it, she deleted the message by mistake instead of forwarding it to Andy. Hatti said they have already put in a system last night to stop these cases from happening in the future, emails are now backed up, enquiries and case resolutions monitored by a second person.
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To end the thread, its a shame really and a loss to Woosh as I ended up last night ordering a conversion kit and bits from BMS. Earlier in week I was looking for some specific advise on the Woosh kits that I couldnt see on their website. Should have been easy to sort by email and I`m a reasonable sort of guy. Email sent earlier in week and sat waiting for a reply all week. Got fed up over this weekend and simply ordered from BMS (would have preferred to buy from Woosh). I believe they are a good company (Dave recommended I contact them) but just felt a little let down - these things happen
You might have cut off your nose to spite you face there. My latest order from BMS has taken 6 weeks from ordering until shipping! (not arriving, that's still a few days off)
Perhaps you will be lucky, but if not you're unlikely to be on the road until the end of the summer.
Andy has exercised his consumer sovreignty and bought elsewhere - fair enough.
But if he strikes bike companies off on the strength of one unresponded to email he will sharp run out of companies.
The bicycle business has always been a bit cranky when it comes to customer service.
I've found the best way is to go with the flow a little bit, even if customer service in other trades is much better.
But if he strikes bike companies off on the strength of one unresponded to email he will sharp run out of companies.
The bicycle business has always been a bit cranky when it comes to customer service.
I've found the best way is to go with the flow a little bit, even if customer service in other trades is much better.
We did email you 6 times about your problem, the last email being 26th May when we suggested that I call you
Thanks everyone. Its true that I like a chat and hate computers but they are a necessary evil, I know, and of course not everyone can ring. My PC guy set up some back up measures late last night so that no more emails should 'vanish' , and if a team member is away there will indeed also be back up measures from someone else. We are far from perfect but when we have a problem reported we try our level best to fix it immediately. Feedback from everyone here on this particular problem has been invaluable. Thanks again.
Hatti
Hatti
Really - let's get some FACTS straight?
First it's not just one problem, from scratches on the frame, the bike stand breaking and the gear change etc
If we take 2 of those
1. The gear change: last email was on 27th April - nothing heard until I posted on the forum 20th June
"Hi David,
You do seem to be having more issues than most, I assume the other bikes that you’ve had were the normal hub motor type and therefore the gears are not subject to the same amount of stress. I am surprised that after having a bike shop adjust them that the chain is coming off. If she hasn’t done so already, my colleague Hatti will be in touch to discuss some options with you.
Regards, Andy."
It does not say "call you"
2. The bike stand:
Pictures of buckled stand sent 24th April (as agreed ) - no response at all by 9th May
"Sent: 09 May 2014 13:54
To: Andrew Hall
Cc: Hatti Lee
Subject: Re: Woosh Bikes
I am disappointed to have received no response whatsoever to my email of 24th April
David Sims"
Response from Woosh on 12th May
First it's not just one problem, from scratches on the frame, the bike stand breaking and the gear change etc
If we take 2 of those
1. The gear change: last email was on 27th April - nothing heard until I posted on the forum 20th June
"Hi David,
You do seem to be having more issues than most, I assume the other bikes that you’ve had were the normal hub motor type and therefore the gears are not subject to the same amount of stress. I am surprised that after having a bike shop adjust them that the chain is coming off. If she hasn’t done so already, my colleague Hatti will be in touch to discuss some options with you.
Regards, Andy."
It does not say "call you"
2. The bike stand:
Pictures of buckled stand sent 24th April (as agreed ) - no response at all by 9th May
"Sent: 09 May 2014 13:54
To: Andrew Hall
Cc: Hatti Lee
Subject: Re: Woosh Bikes
I am disappointed to have received no response whatsoever to my email of 24th April
David Sims"
Response from Woosh on 12th May
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