Best Customer Service Example

[flecc]

Not for the first time I've just seen someone posting their fears about the wisdom of buying a good e-bike in view of the faults being reported in the forum.

When service like the example below is given by a supplier where the customer had only just reported the fault to them, there's really little to fear:

Service example
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[Mussels]

I remember someone posting something like that yesterday but I couldn't find it again to comment.
Despite me suffering from probably every type of problem the Wisper has had reported I am still happy with my purchase, I knew I was buying into new technology and there would be flaws. Wisper has paid attention to the problems and taken steps to correct the design in later bikes as well as my own, I would be quite happy to buy from them again.
I'll be able to review the 2009 model next week too.

 

[eddieo]

Again wisper prove they are prepared to go the extra 9 yards........


Those of us who are technically challenged need this level of support or else we can't fully enjoy our E Bikes.......

 

[rog_london]

Again wisper prove they are prepared to go the extra 9 yards........


Those of us who are technically challenged need this level of support or else we can't fully enjoy our E Bikes.......

I'm not technically challenged, but I am 'temporally' challenged, which is to say, I don't have time to deal with such things myself as my job and other activities usually get in the way.

I already knew the Wisper was the one to go for just because the support is so good. Nothing is perfect, but perfect service is beyond price.

The guys I bought it from mail order were Wisper agents, and it arrived with a broken gear selector - the replacement of which required one phone call and arrived the next morning. That's 'Electric Bikes Direct', by the way.

That could have been a Pro-Connect - what a sad and sorry story that is.

Rog.

 

[Alex728]

considering the problems other customers of bikes from other manufacturers in the same price range have had and the relative lack of timely response / resolution Wisper comes through as a clear winner - good to see a British company doing so well!

 

[Barnowl]

It was only last year, I believe, people were posting their fears about the wisdom of buying a good e-bike, AKA a Wisper, in view of the faults being reported in the forum.

Personally I've always had the impression that Wisper were 1st rate both in customer care and continuous improvement.

 

[fishingpaul]

After mussels posting about trying to tighten up the saddle,many suppliers may have tried to say too much pressure had been been applied,i admire wisper for wanting to sort out the problem without asking any questions.

 

[Mussels]

After mussels posting about trying to tighten up the saddle,many suppliers may have tried to say too much pressure had been been applied,i admire wisper for wanting to sort out the problem without asking any questions.

I'm not going to disagree that Wisper has given excellent service but I think we need to remember the big difference between Wisper and the other suppliers on here. Wisper is a manufacturer and not primarily a retailer, therefore they have a bigger focus on problem management whilst the retailers are interested in incident management. Anyone familiar with those terms will know that there is (well should be) much more time and money put into individual problems than individual incidents, when I had trouble with my spokes the retailer had given up (after a lot of effort) as it was not financially viable to fix. It was because I liked the 905 and wanted to keep it the retailer asked Wisper to get involved.
Maybe people with the 24 spoke problems might want to approach Derby cycles for comment, they are obviously aware there was a problem as they have changed the wheel. It's possible however with the global nature of the internet and PR they will give 50cycles everything to upgrade the wheel FOC, the two cases are very different though and I wouldn't expect a magic wand solution.

 

[flecc]

Maybe people with the 24 spoke problems might want to approach Derby cycles for comment, they are obviously aware there was a problem as they have changed the wheel. It's possible however with the global nature of the internet and PR they will give 50cycles everything to upgrade the wheel FOC, the two cases are very different though and I wouldn't expect a magic wand solution.

They are indeed very different cases since the whole 24 spoke wheel in question is a Shimano product, so the chain involved is two manufacturers and the importer/retailer. A further complication is that it's been said that Shimano discontinued the 24 spoke Nexus hub wheel. If so, that throws into question the reason why Derby Cycles changed it.
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[tillson]

Maybe people with the 24 spoke problems might want to approach Derby cycles for comment, they are obviously aware there was a problem as they have changed the wheel. It's possible however with the global nature of the internet and PR they will give 50cycles everything to upgrade the wheel FOC, the two cases are very different though and I wouldn't expect a magic wand solution.

I don't want to hijack this thread with my wheel problems, there has been enough said within that thread. However, I think that 50 Cycles should be approaching Derby Cycles on behalf of their customers as they will have more clout and that would be good PR / customer service.

I think we are also owed an explanation why 50 Cycles said, within this forum on 15 September 2008, that, "Using the traditional 32/36 spokes in a wheel is now a thing of the past" and then weeks later there is a change in the design. Why did that happen? An explamation here would be good PR/customer service too.

 

[flecc]

I think we are also owed an explanation why 50 Cycles said, within this forum on 15 September 2008, that, "Using the traditional 32/36 spokes in a wheel is now a thing of the past"

As I argued and showed very clearly in that same thread, this was clearly nonsense. Consumer bicycles with the popular wheel sizes almost universally use 36 or 32 spoked wheels and there are no signs of that changing in the foreseeable future.
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[eddieo]

As I argued and showed very clearly in that same thread, this was clearly nonsense. Consumer bicycles with the popular wheel sizes almost universally use 36 or 32 spoked wheels and there are no signs of that changing in the foreseeable future.
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You have enough evidence Tillson, plus the fact of similar wheel failures, and the decision subsequently and within your warranty period to change the design. Not to take take advantage of the robust consumer rights you have is plain daft. CAB send you a draft letter by email.......you fill in your details and send by registered post giving 14 days. then complete small claims papers on line and pay your £50. the majority never get to court they simply cant afford the poor publicity



Any way this is a happy thread! Well done Wiper!

Mussels try not to break the replacement bike lol