UK Yt Decoy Support

[ifu03558]

Hi all, I'm torn between the Decoy and the turbo levo. The decoy has a much higher spec than the spesh but I know that I would get good cover via the local shop if I bought the Spesh, so wondering how the support has been for UK riders for the Yt? Have any of you had to send the bike back to Germany or can you get most things sorted at Shimano Service Centres here in the UK. Its a load of cash for either of them and while I can fix everything on a normal bike I dont know nothing about motors or batteries, it would also be my only bike, as I'd need to sell my existing bike to purchase it, so dont want to go weeks without a bike. Cheers

 

[Beechung]

Hi all, I'm torn between the Decoy and the turbo levo. The decoy has a much higher spec than the spesh but I know that I would get good cover via the local shop if I bought the Spesh, so wondering how the support has been for UK riders for the Yt? Have any of you had to send the bike back to Germany or can you get most things sorted at Shimano Service Centres here in the UK. Its a load of cash for either of them and while I can fix everything on a normal bike I dont know nothing about motors or batteries, it would also be my only bike, as I'd need to sell my existing bike to purchase it, so dont want to go weeks without a bike. Cheers

This what I’m looking To it too mate.

 

[SteveSSS]

I don't know anything about the Levo but this is my experience so far with YT.
Bought a Decoy CF Pro, rode it twice roughly 50km total- 2 weeks old, turned it on after charging realised there was an electrical fault, I'm a technical idiot so tried to contact YT, 1.30 mins on hold on the phone, no response, sent emails. Contacted Shimano who advised YT or Shimano Service Centre. After 24hrs and no response took it to Shimano Service Centre who couldn't fix the fault. Contacted YT again, on hold for an hour no response, email no response - 3 days later got a response, I explained situation also told them Shimano Service Centre offered to fix it for a fee, rather than send it back to Germany, YT weren't interested said send it back. 10 days of emailing YT and waiting days for a response, its finally gone back, on day 13. It's my second direct sales bike, the first was a Bird Aires great customer service, YT is abysmal, which is a shame because it's a lovely bike. I was close to requesting my money back due to poor service and I would never buy an E-bike other than from a lbs in the future. The German to English translation tool they use for emails isn't useful either as something seems to get lost in translation.
Other people have had better experiences, so could be a roll of the dice!

 

[ifu03558]

Doesn't sound too good mate, the decoy looks sorted too, pity about the poor service. I reckon this pushes me more towards getting the Spesh, parts arent as good but at least I know any issues will be sorted out promptly

 

[squeegee]

Had this same conundrum when I was looking, came down to Decoy vs Levo. Ended up with Decoy because there is a HUGE difference in price, Pro Decoy at $6000usd vs. Levo Comp $8200usd, parts spec on Levo really mediocre too, especially suspension where I know I'd have to upgrade fork and shock, so really like over $3K more for a Levo spec'd like a Decoy. For $3K you can buy a spare battery and motor if needed (and still have money left), or use it for something better. Also like the suspension feel better on Decoy much more than Levo, just a personal preference I guess but am more gravity oriented as a rider.

Cannot speak to warranty in UK but in US every time I've called I have immediately gotten a friendly person on the phone that wants to help, that said I've had no issues with motor or battery, 800+ miles. From what I've read around here and elsewhere is that the German YT is losing reputation by the minute.

Anyone who shells out this kind of cash on a bike and isn't willing to pay a shimano service center a fee to fix an issue has to take a deep breath while looking in the mirror. Duke it out with YT later and just get it fixed, again the difference in price gives you a lot of spare money to handle contingencies.

 

[dobbyhasfriends]

considering exactly the same but settled on the Levo.. I want support if I need it and it wont be easy from Germany

 

[ifu03558]

considering exactly the same but settled on the Levo.. I want support if I need it and it wont be easy from Germany

Yeah I think it's just too much of chance to take, easy for things to go wrong with these bikes so really you need a good warranty. It's a pity as the Yt is incredible value compared too the Spesh but no point having the best components if it's a nightmare to get sorted in a reasonable time. If only Yt had a UK based service centre!

 

[ifu03558]

Made my mind up and ordered the 2020 Spesh Levo Comp, the warranty and aftersales support just makes it a no brainer. The YT is a lovely bike but on these kind of bikes warranty and aftersales are just too important for me anyway.

 

[06z]

Maybe YT Germany can take some lessons from the US customer service.

 

[Pritchi83]

This really is a shame. I am very interested in buying a Decoy but if the customer service is this bad it really puts me off. I sent an email asking a few questions about the bike 4 days ago and haven't had a response back yet. It would really put me off buying one as when there is an issue it would take a long time to get sorted.

My other option is a Commencal Meta Power. I emailed them with similar questions and got a response the same day and even sent followup emails that were responded to that same day. My only other experience with direct sale was Bird when i bought a bike from them. They were excellent as well very accommodating

Hopefully YT can pull it together and make things better as in fairness it is an amazing bike and great value

 

[Ozone08]

I cant speak on what the bike rides like (yet) but YT's customer support (I'm uk based) is an absolute disgrace I ordered and paid for a decoy pro on the 2nd (that was listed as in-stock) and after a week I hadn't hear anything from them. I sent them an email asking them when I can expect my bike & they replied with something alone the lines of "currently there is a delay of a few weeks for the completion of your bike. we assume that we can assemble it within calendar week 43"

I replied asking them what the delay was and asked why they still list the bike as "in-stock" and they basically sent me the same email back. I wish I didn't want the bike so I could cancel the order.

 

[Camstyn]

I almost strayed to Commencal as I was having trouble with poor communication with the Canadian YT guy but he took steps to improve a lot and I’m happy. Sounds like things are still a mess in the UK for you guys, I’d seriously hesitate to buy one there from what I’m hearing.

 

[Duelsy]

I'm used to "direct to consumer" customer support being slightly lax. My current bike is a Vitus and I've had mixed experiences when dealing with CRC customer service for issues. Luckily I have a LBS who's extremely helpful and is happy to fix most issues for very small cost.

 

[Endoguru]

Too bad about the UK problem. I’ve had my Decoy for a few weeks here in the US and the support is good. I’ve only had a couple of minor issues, but they responded quickly and got it sorted. I own a Specialized, and have owned 3 others, but the price for the S Works Levo is insane— $12,000!. Not that $7,000 for the YT is cheap.Plus I like the geometry of the YT better. So far it’s been a super fun bike. I’m having a hard time not wanting to pitch my Evo and ride Ebike all the time. None of my riding group owns an Ebike and it does make a difference in what you can ride. As a rider in my 60’s I can do big rides again and hit all the downhill runs without being completely worn out from the climbs.

 

[Lee Dove]

I love my Decoy but would not buy another because of the backup/support. I am thinking of a Santa Cruz as we have a local dealer. I am a professional engineer but getting parts to fix problems is a real issue, I can't even get a spare battery from YT. My wife has a Canyon and it has the same support issues but it is all vanilla Shimano so the local Service center handles warranty (for a charge) . I will not buy another Direct Buy Ebike.

 

[MarkH]

I've had my Decoy for over 12 months and not had an issue but my brothers has just started playing up with a permanent E10 error and it looks like he is facing sending it away for repair. Have to say that on inspecting it, the Decoy is way better sealed than my old Levo.

Previously my Levo went through 3 engines in 18 months and despite the LBS replacing the motors without question, I was without the bike for up to a month in each case. I've kept the Levo but moved it to dryer climate in France and it seems fine over there.

As an aside, by mates Haibike is on its 3rd engine in 5 months.

I've come to the conclusion that ebikes and the UK weather don't mix, so local support is probably a key priority.

 

[TheBikePilot]

The New YT Mill in Guildford is now open. Facebook page here.. It's a super cool place, awesome bunch. They will deal with all UK Warranty issues. If your bike needs to go back for any reason and it's too far to drive, there's a specialist overnight shipping company to go back to the Mill so max freight time is 4 days (allowing for pickup days etc) or just drive it down. Stock levels on replacement electrics are all being ramped right up.

Once all this COVID crap passes they will be also organising group ride outs.

It's such a cool space and if your already a Decoy owner or potential, to me, this should alleviate your concerns about shipping a bike back to Germany for 13 days plus any service time. They are also increasing their UK Customer Service team to ensure emails and phonecalls all get answered and dealt with in the UK.

All in all was very impressed with the attention to the UK Market and Customer Service for a Direct to Consumer brand. It's the coolest Bike Showroom I've been to...Oh, and they make awesome coffee!!