AUbicycles wrote:
I accept when there is fair criticism in this thread, particularly when it can help Cycling Express improve however consider whether you are only prepared to criticise but not prepared to praise.
To summarise so far:
Warranty claim for light received by Cycling Express 14.09.12
Numerous phone calls/e-mails/messages left requesting update on warranty claim over following six weeks - never a return phone call or return e-mail during this time.
During that period of time advised verbally that warranty claim approved and a replacement light had been sent out, did not receive a replacement light.
Followed up after a couple of weeks following non receipt of replacement light, no response to phone calls/e-mails, finally told that light was still under assessment by manufacturer.
Post made on this website, received a response the next day (31.10.12) from Cycling Express indicating warranty claim had been approved and replacement light would be sent out. Indicated at the time that postage would be refunded. I received the replacement light approximately 2 weeks later (it was initially out of stock and had to be posted so no issue with this short delay).
Requested an update on refund of postage 18.11.12, received a reply 24.11.12 (after posting here) indicating I should see the refund in my account within 24-48 hrs.
E-mailed Cycling Express 21.11.12 indicating the replacement light had a fault (the light switch which turns the light on and off doesn't work when you press it which I accept is outside of their control).
No refund received so e-mailed Sam@Cycling Express 04.12.12 who responded almost instantaneously. I provided a copy of the postage receipt by e-mail 06.12.12 and Sam has indicated a refund should be received within 48 hrs.
I have ordered many times from Cycling Express and as previously said I had been happy up until this current experience, which is why I have continued ordering from them.
All I really wanted initially was to obtain accurate information about the warranty claim which I perceive I did not receive for some six weeks after the initial warranty claim.
I've chased the refund of postage out of principle to see if it would happen in accordance with what was indicated - it is now five weeks after it was indicated the refund would occur and two weeks after being informed it would be in my account within 24-48 hrs.
I am impressed by the personal communication over the past week and based on this I am feeling positive that the refund will appear in my account early next week.
I will then send back the faulty replacement light under another warranty claim.
I am hopeful that systems have improved over the last few months and will feed back accordingly RE: the experience.
I don't mind having a fault with a product and working through the process of resolution, but do get a bit frustrated when I keep ringing and trying and am promised things and it doesn't happen. Most people are reasonable and I would like to think that I am reasonable.
Businesses need to receive feedback in order to improve. In the long term if a business responds to constructive feedback it will retain more customers than it might otherwise lose due to negative experiences.
I do hope that the refund arrives and that when I return the light for the warranty claim it goes more smoothly than previously. In fairness, I had not previously had contact with Sam to resolve the above detailed issues. Of course I will feed back any positive outcome as it is only fair that I do so.