planet x customer service or should i say lack of !
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roadrunner89 wrote:ChippyK wrote:I found David Hanney very helpful, couldn't do enough. I was less than impressed with Frank who, it appeared to me, appeared to think he was doing me a favour in taking 350 notes off me which, in the end, I spent elsewhere.
i fully agree with this , David has made all the right noises and given the assurances but Frank has failed to see them through ,after contacting David is the only time i get a response ! David says frank is his best salesman thats why it feels like the tail is wagging the dog ,if his best is losing him sales like this well.....
What I found particularly galling was that after a week or two I actually had to ask for the £350 back they took out of my account for the wheels that were in stock but couldn't be found in the warehouse. Then when I said I'd take Frank's great deal as an alternative, nobody called to take my order as promised, Frank's response was along the lines of I'm not chasing you for your order, you can call me.
On the other hand, the cheap High 5 Zero and bottles and the tyres/tubes/pads I ordered for the missing wheels came very quickly. Unfortunately people don't tend to remember or tell their friends and the wider world about the 90% of good orders, but they sure do with the bad ones.0 -
i don`t doubt if my communication had been like yours jspash , i would now be waiting for the bike to arrive in 10 days or a month so long as they communicate ! today i have had emails from both frank and David , they didn`t offer me anything for there mess and my wasted week Lol no sweetners there , but sounds like you got a good deal on wheels and good service just how it should be !
There still offering to build the bike and as much as i would like to say yes ,my gut says walk away ,i have made some enquiries at Rose and Dolan also been over to marshals in welwyn to try the Defy 1 that is a really nice finshed bike,the large was a bit of a stretch but the med/large fitted like a glove and a 105 setup , wish i could turn back time and gone with that when the 15% was knocked off. £845 should of been a no brainer but £999 thats a big step from the planetx which still is a good deal ,but service just as importantChippyK wrote:roadrunner89 wrote:ChippyK wrote:I found David Hanney very helpful, couldn't do enough. I was less than impressed with Frank who, it appeared to me, appeared to think he was doing me a favour in taking 350 notes off me which, in the end, I spent elsewhere.
i fully agree with this , David has made all the right noises and given the assurances but Frank has failed to see them through ,after contacting David is the only time i get a response ! David says frank is his best salesman thats why it feels like the tail is wagging the dog ,if his best is losing him sales like this well.....
What I found particularly galling was that after a week or two I actually had to ask for the £350 back they took out of my account for the wheels that were in stock but couldn't be found in the warehouse. Then when I said I'd take Frank's great deal as an alternative, nobody called to take my order as promised, Frank's response was along the lines of I'm not chasing you for your order, you can call me.
On the other hand, the cheap High 5 Zero and bottles and the tyres/tubes/pads I ordered for the missing wheels came very quickly. Unfortunately people don't tend to remember or tell their friends and the wider world about the 90% of good orders, but they sure do with the bad ones.
i always believe in compliment or complaint both go hand in hand , thats why reviews are important it shows a balanced picture !0 -
[/quote] Frank's response was along the lines of I'm not chasing you for your order, you can call me.
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if he had at least said that to me and given a number i can actually contact him on i would of been more than happy to do that ! tried the listed number just left hanging !0 -
don`t want to tempt fate ,but will say looks like i am back on track with planetx after discussions with both David and Frank ,so much so cant believe i am sayng this but i have now placed an order with them for the bike i wanted ,there product has never been in question for me and the way they have made it to my chosen spec is superb, there service and communication has been really good the last two days as is proved by my order.
as i said before you only judge a company when things go wrong , and to be fair they have both worked to put things right now
i will update again when i receive the bike .0 -
I bought a track bike from them recently and was very pleased with the sales customer service and how they keep you updated on delivery dates by text and email and voicemails.
I went to pick up my bike and was just handed it and sort of told thanks and off you go! I was a bit surprised by this as thought they might want to do some final adjustments to make sure the fit was right. When I bought it I told them that I would be changing the saddle for one I had bought and the guy took some persuasion to go and change it over for me.
I have never had a track bike before and not had tubs before either, so I got it home and went to pump up the tyres and was not sure how to do it!!! It took many many calls later and hanging on their phone lines to get a response as to how to inflate my tubs and was told that it should really have been fitted with different valves to the ones that had been fitted to it.
The lack lustre service upon picking up my bike has been smoothed over though since I have had some track sessions...what a fantastic bike to ride...awesome...love it!0 -
your experience seems strange especially as you probably needed less than 5 mins of there time to be left with the feel good factor on picking up your bike ,theres certainly a theme of customer service very poor at times but product good running through this thread, its certainly costing them buisness no doubt about that ,i am just hoping giving them a third chance it will be 3rd time lucky for me ,
did notice on my bikebuild notice email i recieved yesterday the 11 speed ultegra 6800 11-28 cassette i asked for doesn`t seem to appear on there , have let them no will see if i get confirmation on that monday ,i will keep this post update as things happen or dont happen !! compliment or complaint !0 -
roadrunner89 wrote:DiscoBoy wrote:They currently show 7 in stock online in 56cm, one black and six blue. Have you tried adding it to your basket and checking out?
that wasn`t there earlier today or any other day this week !! i only want black .there was also a spec change they agreed a price for an ultegra group set up on it with a change in price which cant be ordered online !! read my post fully i had to go through Frank ! Planet X RT-58 Alloy Shimano Tiagra Road Bike now showing 1 black instock probably the one they were going to sell me THAT they FOUND !!! because i couldn`t get hold of them to pay looks like they have listed it today !! it wasn`t there before !
shoddy shoddy shoddy especially as head of sales had at least 3 emails from me ,where i asked to pay even leaving my number to idiot proof it ! as no one answers the phone !!
total contempt don`t believe this company . hope who ever buys from them has no problems !
Well done for fitting all those exclamation marks in....
I got the entry level carbon road bike from them last year. Great bike and the service was spot on. I have used them for a couple of small items since and had no problems.0 -
I buy from Planet X regularly and have always had excellent customer service, even when things go wrong. A yodel package went missing and even though the yodel driver claimed he had my signature Planet X sent another item out. They have always been extremely helpful.0
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Primus84 wrote:kbmack wrote:Is Planet X the Ryanair of the cycling world,therefore?
A product with seemingly insatiable demand and interest, despite the service?
ergo, why should they change a thing?
Because they could actually sell more and therefore produce more profit? They're not permanently sold out are they?!
Is your measure of a good shop one that has run out of stock?
Faster than a tent.......0 -
Rolf - my measure of a good shop is one that sells things for a fair price with good customer service.
PlanetX could make more sales by providing better customer care, it's not rocket science.0 -
Primus84 wrote:PlanetX could make more sales by providing better customer care, it's not rocket science.
Very true - but it is difficult to provide good customer care if the shop is permanently sold out! But ultimately, it all depends on the numbers. Better customer care probably needs more staff and if the extra sales (if there are any/many) don't offset the cost of the extra staff then the extra sales aren't worth the investment. I've never had any duff experiences with PX so as far as I am concerned, they are doing it right.Faster than a tent.......0 -
But that's the point, PX aren't always sold out, ergo better customer care would help them sell more.
It would also appear it's not just extra staff but actually getting the staff they do have to work in the right ways.0 -
Got my issue all sorted out today. Phoned up and spoke with someone. Had some email correspondence as well which was decent. Would I shop with them again probably however might be tempted to just go to the shop now, new one opened in Auld Reekie0
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ordered a load of inner tubes a week ago for my holiday on Saturday - all showing as in stock. Low and behold still no delivery so check the website and it says 'ready to dispatch' 6 days after the order. Fed up now as PX always seem really really slow when I need stuff. Got to go buy a load more now so I have them in time and then I'll have too many. Last time I'll bother with PX - said it before but for sure this time....Your Past is Not Your Potential...0
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Primus84 wrote:But that's the point, PX aren't always sold out, ergo better customer care would help them sell more.
It would also appear it's not just extra staff but actually getting the staff they do have to work in the right ways.
Noooooo! All you are saying is that poor stock control is an indication of quality of customer care! They are two independent things. You can have the best customer care in the world but if you have no stock then you aren't going to make any money.
Trouble with these threads is that given that over the years I have bought an awful lot of stuff from a lot of suppliers and the only remotely duff experience I've had is from one of the German companies and that was my fault for buying Shimano! So I tend to suspect that the people who have problems often (but maybe not always) tend to bring it upon themselves. If you are patiently nice to people then, IME, they tend to want to help you out. Not saying this applies necessarily in this case, but I bet it does in a high proportion of these sorts of threads.Faster than a tent.......0 -
I've said it before, and I'll say it again, I've bought stacks from PX, only ever had one issue which was sorted beyond what I wanted almost immediately.Insert bike here:0
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Same mess for me, I placed one order via the website and it was the worse on-line purchase experience i ever had....sound to me like it is a sh#t show over there!!
Basically i ordered a carbon track frame medium (was supposed to be in stock) and the matching headset + star nut. Email with tracking number, all good until i received the order. The parcel was no more than 10cm by 10cm....mmmh obviously no frame but only headset + star nut. I thought the frame was probably coming few days later because of the size. After 1 week, i check "my account" on their website and guess what...the order was consider as "Completed". I try to call, wait 45mins, give up 2 or 3 time until i finally managed to get someone.
The guy clearly don't give a damn about me but he was surprised I didn't received the frame. He put me on hold to then tell me I should have been called when my order was been prepared, they don't have the frame in stock and won't have it in the future.....what the hell?? I ask if they can split a frameset to get me a frame, answer was immediate: "we don't have it in medium at all, i'm sorry but you can choice another one" yeah like they have 2 or 3 carbon track frame....no option then. Ok i ask a refund of the frame and send them back what i received.
Then i check on the website and realised....they have tones of frameset at my size with various colour, you fell they take you for an idiot. I email the ceo to give them my feeback so at least they can improve. Email from a marketer advisor 3 days later to tell me she will try to brake up a frameset for me....too late as what i received has been sent back and i ordered a frame from somewhere else.
Then after another week, refund for headset + star nut received but nothing for the frame......had to call again (so 45mins lost) to finally get my money back.
Just the worse service ever seen, never again buying from them.0 -
Here's my experience from this week. Ordered some bits and pieces as they were cheapest on line. First off, got an email to say that they couldn't find the SRAM 11-32t cassette I ordered in their warehouse (but was there anything else they could get for me instead, or just do a refund). Bit miffed as was trying to build up a bike on a budget, but these things happen. Paid just £5 more and got same item from Merlin, which arrived day later. Ribble refund turned up pretty quickly too. Just received two items from Ribble today, the first was a medium cage SRAM Rival rear derailleur, which came in a Jiffy bag with no extra padding or bubblewrap (or box or instructions). Second item was a boxed KMC 10sp chain tightly wrapped in copious quantities of packing card. Would have preferred better packing on the RD, but both bought for great price and items arrived pretty quick. Also appreciated the quick email telling me of a problem, and the quick refund. So, not great, but for the prices paid, good enough in my view....Titus Silk Road Ti rigid 29er - Scott Solace 10 disc - Kinesis Crosslight Pro6 disc - Scott CR1 SL - Pinnacle Arkose X 650b - Pinnacle Arkose singlespeed - Specialized Singlecross...& an Ernie Ball Musicman Stingray 4 string...0
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24 hrs later and my order still says 'ready for dispatch' so its obviously just sitting there despite emails trying to make contact and get it sorted out. Fed up with the usual shower now...Your Past is Not Your Potential...0
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Luv2ride wrote:So, not great.
Hard to please............
(Translation of post: I ordered some stuff. One item was out of stock but the shop was friendly and helpful and I got a quick refund. The rest of the order arrived quickly and was a bargain price. So, not great)....... Faster than a tent.......0 -
They still have to sort out their appalling pricing, which was supposed to be sorted...
A guy wanted to supply his own spokes, lured by the attractive 30 p per unit for a Sapim race. Except if you click on the length required, the price is actually 59 p, so higher than the RRP... as if that wasn't bad enough, PX claims that's reduced from 99 p, the original price, which is twice the RRP. :shock:left the forum March 20230 -
Yeah there website is annoying to browse for bargins coz of the prices being wrong/changing all the time.
But i got vittoria corsa 23mm tyes for £12.99 each from them
& there cycle caps were a bargin only £1.99 each but they are now £3.99 
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after the intial poor start and service , not being able to pay ,or get any response from phone or email ,a lot of emails later between David CEO ,Frank and myself ,we got back on track many of these were out of hours communications , so i decided to purchase the bike ,i bought the rt58 alloy but asked for the ultegra 6800 groupset which they agreed to do for an agreed extra fee which was excellent ,not many if any offer that option ! it arrived all well package and protected , the bike is first class just returned from a 12 mile ride , the gears need a little fine tuning as there not downshifting smoothly slight delay on some shifts, but that a side what a bike looks great with all the ultegra upgrades ,once back on track there customer service couldn`t really be faulted , it was paid for monday and delivered thursday ,after a poor start they went the extra mile and i am really pleased with the bike and service in the end,0
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Any company that gives good customer service even when there's little apparent profit to be had is likely to prosper in the long term. Here's a story that shows how much little things can matter.
About three or four years ago I emailed Raleigh about an old steel framed bike I bought second hand. I was just curious about its age and the history of the model. They never bothered to reply. I was a little put out - it wouldn't have been too much effort to supply the information, but on the other hand it wasn't important and anyway there was nothing in it for them to do so.
Around the same time the retaining ring of a Specialized airtool pump somehow fell off and was lost, and I found I was unable to get a replacement from any of about a dozen bike shops I tried. I emailed Specialized UK to ask where I might get one and they sent me one free of charge.
Fast forward a couple of years and I was in the market for a new carbon road bike. After a lot of research, I narrowed it down to two choices, one a Raleigh, one a Specialized. The Specialized was better specced, the Raleigh somewhat better value overall. I couldn't decide, until I remembered the above mentioned experiences with the two company's customer services. Guess which bike I bought?
I'm glad you finally got your bike and are happy with it, but I'd have given up long ago and gone elsewhere!0 -
oblongomaculatus wrote:About three or four years ago I emailed Raleigh about an old steel framed bike I bought second hand. I was just curious about its age and the history of the model. They never bothered to reply. I was a little put out - it wouldn't have been too much effort to supply the information, but on the other hand it wasn't important and anyway there was nothing in it for them to do so.
Given how many times Raleigh has changed hands, they probably had no more idea than you did.Red bikes are the fastest.0 -
True, but they might at least have said so.0
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Why aren't people allowed to post there bad experience with PX without the fanboys flicking the 'V' sign!?
It's like Halfords. Some people like them and some don't due to a experience good or bad that they have had.0 -
i agree raleigh may not of had any idea,... but a quick response to say so doesnt cost them anything ...it also doesnt make them a profit at the time ,but has lost them a potential future sale !
we all at times have problems with companies, its how they sort them out thats important,with all the frustration i felt just trying to hand them my cash i still cant believe i didn`t walk away ,but planet x did go the extra mile to sort this out ,built the bike to my spec, also turned it round in under a week , they could of just ignored me and gone on to the next customer . now my daughter is looking at a carbon fibre pink bike there selling so they may of gained two sales . it takes years to build a good reputation seconds to lose it especially with the internet ,
i see halfords has got a mention, now thats another story ! ! 0 -
Bought my RT58 Carbon last year from a Planet X and not only is the bike an absolute beauty but their customer service was top notch. I tend to favour the phone to firing off emails, harder to be put down the priority list that way.0
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Roadrunner89,
I share your frustration. See my post about the same, bad service.
I take note of the responses of the other people, but if you paid you money (my part of the commitment) and they do not deliver (their part of the commitment) after 68 days, I do not care how you cut it, it is bad service. Just take note, decide for yourselves.
Chris0
