First off, I currently have 2 active issues with customer support.
The first issue: nº 176596
I reached out to support to inquire about an out of warranty part replacement purchase (complete wheel assembly for the eGravel Pro). In general, the response time has been cumbersome and slow making for a frustrating process.
Your Zendesk generates a lot of noise email (for every message, a second receipt message is sent). This break the email client threading, making it very difficult to follow (without providing any useful information).
Looking back I received more automated boilerplate text than actual customer service response.
In terms of actual response — the message thread I've had with *** has been delayed and often lacking in necessary detail each email round for expedited resolution. Repetitive requests for information I already provided... Thankfully, I have received quote as requested — which I'm hesitantly considering in light of my second outstanding issue.
The second issue: nº177528
In the meantime, I had actually purchased an additional MOMA bike (seriously, this would be my fourth MOMA bike).
I selected a refurbished eRoad Pro thinking I would get a lower price — however: I noted after the purchase that the non-refurbished eRoad Pro is the exact same price.
This to me is an error, no? A refurb should be discounted from full retail.
I opened a customer support request about this immediately after the order, and received no response — just a shipping notice. The non-discounted refurbished bike is now on its way with no indication that my concerns are being considered.
In general I would consider this a very low bar for customer experience.
Based on this poor customer experience at this point, unfortunately I would dissuade people from purchasing your bikes. What if these were warranty issues? Imagine how frustrating it would be to not hear back from customer service requests, or to have issues stretch over weeks?
I am active in both cycling and ebike communities, and will likely go out of my way to provide people with my honest assessment of my very poor customer treatment, despite being an otherwise satisfied user of your bikes.
Again, I have multiple of your bikes. If your best customers have a poor customer experience... you've got some work to do to.
