My Bafang Ultra Mountain Bike! Frey AM1000

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brake034   1 W

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Re: My Bafang Ultra Mountain Bike! Frey AM1000

Post by brake034 » Apr 10 2020 7:31am

NoFanBoiz wrote:
Apr 10 2020 3:45am
My first email was sent to two of your email addresses - on your website you claim replies in 12 hours. I waited over 2 weeks for a reply to basic questions and only received a reply as I resent that one and got a response. I sent a second email in regard to your misunderstanding about shipping ports but have not received a response.
I guess business must be too busy to actually care enough to respond. I'm not about to send the second one again. Once bitten, twice shy as I take this lack of communication as an indicator of the level of service I could expect if there are product issues and your lack of timely responses means I will miss out on the special anyway.
Hello NoFanBoiz, please allow me to elaborate a bit more, I will divide the reply in 3 parts:

1) We introduced a new e-mail system under the frey.bike server, how do I know? I have an established frey.bike email address that I needed to get up and running again and I am pretty sure I missed a few emails too!

I am Marcel and help Ivy as a Frey brand ambassador on International Marketing.
As a disclaimer; I am not a Frey employee, everything I write is a personal opinion only!

2) As you are well aware Covid has disrupted our everyday life since early February and continues to do so till today!
Frey's supply lines have been effected and are still under a recovery process. Likewise our outward logistics system has been effected significantly too, again under the same recovery process.

So please, cut us some slack, these Covid times are not normal times, we all suffer and together we can overcome that suffering and we will come out together stronger.

3) You mentioned that you "assume they will only ship to major ports" and that you mentioned a "local port"?
Normally for the US we ship door to door, that means you will have your bike delivered at your doorstep and there is no need to pick it up in any port? If you want to further discuss by e-mail, please add me in the thread; marcel@frey.bike

If in the mean time, any of you are that are in need of face masks or any other protective equipment for you and your family, please let us know.
Frey brand ambassador.....

NoFanBoiz   10 W

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Posts: 70
Joined: Jan 04 2016 3:51am

Re: My Bafang Ultra Mountain Bike! Frey AM1000

Post by NoFanBoiz » Apr 10 2020 9:42am

brake034 wrote:
Apr 10 2020 7:31am
NoFanBoiz wrote:
Apr 10 2020 3:45am
My first email was sent to two of your email addresses - on your website you claim replies in 12 hours. I waited over 2 weeks for a reply to basic questions and only received a reply as I resent that one and got a response. I sent a second email in regard to your misunderstanding about shipping ports but have not received a response.
I guess business must be too busy to actually care enough to respond. I'm not about to send the second one again. Once bitten, twice shy as I take this lack of communication as an indicator of the level of service I could expect if there are product issues and your lack of timely responses means I will miss out on the special anyway.
Hello NoFanBoiz, please allow me to elaborate a bit more, I will divide the reply in 3 parts:

1) We introduced a new e-mail system under the frey.bike server, how do I know? I have an established frey.bike email address that I needed to get up and running again and I am pretty sure I missed a few emails too!

I am Marcel and help Ivy as a Frey brand ambassador on International Marketing.
As a disclaimer; I am not a Frey employee, everything I write is a personal opinion only!

2) As you are well aware Covid has disrupted our everyday life since early February and continues to do so till today!
Frey's supply lines have been effected and are still under a recovery process. Likewise our outward logistics system has been effected significantly too, again under the same recovery process.

So please, cut us some slack, these Covid times are not normal times, we all suffer and together we can overcome that suffering and we will come out together stronger.

3) You mentioned that you "assume they will only ship to major ports" and that you mentioned a "local port"?
Normally for the US we ship door to door, that means you will have your bike delivered at your doorstep and there is no need to pick it up in any port? If you want to further discuss by e-mail, please add me in the thread; marcel@frey.bike

If in the mean time, any of you are that are in need of face masks or any other protective equipment for you and your family, please let us know.

ok, let me reply to your points

1. as already stated, I emailed two email addresses, the ones on their website:
sales@frey.bike, freyebikes@gmail.com, so it's not like they could miss both.

2. Covid19 has absolutely NO relevance to replying to emails so why even bring it into the discussion?

3. as already stated, the issue is with Frey not understanding/communication issues as I had already stated my port and city and in their eventual reply, they seemed to assume my mentioning a city was my address and they then mentioned a major city with a port in another state, so I replied trying to clarify that my city was my local port and no reply, hence why the assumption only major ports. Port is relevant in this as Frey had a no freight cost option, which expired today.

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brake034   1 W

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Joined: Jun 16 2019 3:40am

Re: My Bafang Ultra Mountain Bike! Frey AM1000

Post by brake034 » Apr 10 2020 9:58am

Let's concentrate on 3, the delivery Frey showed for the 6 months delivery time is by sea to your door, what's the problem?
Frey brand ambassador.....

NoFanBoiz   10 W

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Posts: 70
Joined: Jan 04 2016 3:51am

Re: My Bafang Ultra Mountain Bike! Frey AM1000

Post by NoFanBoiz » Apr 10 2020 10:05am

brake034 wrote:
Apr 10 2020 9:58am
Let's concentrate on 3, the delivery Frey showed for the 6 months delivery time is by sea to your door, what's the problem?
Thanks Marcel.

Issue is that I have no clarification that they can send to my city/port. Incidentally, I'm not in the US, I'm in Australia.

john61ct   1.21 GW

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Posts: 3793
Joined: Dec 18 2018 2:06pm

Re: My Bafang Ultra Mountain Bike! Frey AM1000

Post by john61ct » Apr 10 2020 10:06am

Try to realize you aren't dealing with some large company with an in-depth bench of well trained native English CSRs.

Not to mention zombie apocalypse pandemic issues, people afraid of dying.

And expecting Western culture attitudes toward responsive customer service, at the best of times is a bit much.

Personally I would want to avoid you as a customer.

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