To be honest I think this was a hit and run thread for bad publicity. It's on the fb page too.Gentlemen ... whilst I'm always the first to try and derail any thread possible ..
I think in this case, having poor @Jedipip's thread turned into a political thread is a bit unpleasant for anyone !
This is an example of a suitable derailment .. Item no.6 on shock tokens :
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Will these fit my Monarch/Cane Creek/non-Fox shock?
Unfortunately not! They are however able to be thrown at the back of your annoying co-worker's head without inflicting too much damage.
Now that's a website we like.
I take it backFx1 it ain’t no hit and run....!
I am however, looking at buying some air volume spacers to throw at YT Service Centre staff when I head over there on my £9.99 EasyJet flight to sort this debacle out.
Up until we got a little Xenophobic and political the replies have been really useful.
I’ve waited 3 months and tried every avenue to get the glitch sorted, I’m giving YT a week to put their final offer to me. There’s always hope and the fact that at the end of the day, the bike will still work and a carbon repair is probably gonna be fine.
It’s the delay, the confusion with Shimano UK being told to do one, the unanswered emails and silence until I sent an email last week saying I was cancelling my bike order and wanted a refund! -l24 hours later and the email is responded to, LBS notified of the damage via the courier and all he’ll breaking out.
Shimano UK and LBS both really supportive as we would hope and know they are, YT have corresponded in a way that makes me feel like I’m just far too much hassle.
So the ‘hit and run for bad PR’ isn’t quite right, but I certainly wanted to create a ripple. However, like I said loads of times on FB posts, if YT sort this out, I’ll report the outcome and my pleasure (or pain).
Thanks for the responses you guys. Greatly appreciated.
I’ll let you know what the next week brings in terms of customer service.
Take the Rail.
I don't imagine you'll get it sorted anytime soon with the current global pandemic.
Can you share the interesting stuff.So.....Good Times!
New frame being fitted to the Decoy Pro and it'll be shipped back amidst the Covid-19 lock down as and when it can be. No cost.
There's a new (British) guy at YT Industries that has sorted this out, he is an impressive addition to their team and has filled in all the gaps, explained the issues and given me insight into some spectacularly good things to hear about.
I have had many things clarified on the motor/battery coding, postal issues, delays and a little bit about how it's getting better at YT for us. He genuinely did make me feel like I mattered.
Faith in YT restored and things are definitely looking up for those of us that had cause to be concerned with the return to base service issues.
Fire a question at me and I'll explain all that I can.
But we have a Canyon Spectral ON to get our heads around this evening! Do I like the integrated handlebars? I think I do....
Jedipip (not a hit and run type of bloke Fx1!)
yea, tell us everything!
Can you share the interesting stuff.
Why couldnt it be fixed in the UK?
What's the deal with the battery and motor etc.
yea, tell us everything!
Dobby if I told you everything I’d never get to look at the new Spectral ON ?
Plus I haven’t got my bike back yet! AND I did promise to undo the social media grief I gave them, just a little bit. I’m not sworn to secrecy but I did get to hear about things and that some of the rumours are true. It’s a good thing if you are UK based and into your YT bikes! timing is everything and Covid 19 isn’t helping.
But YT are investing in sorting the customer service side of the model. It’s not just a story, it’s a fact. I’ve experienced it first hand and it’s just what we need.
has a first class honours in customer support and service. You’ll hear more from him and about him and what he’s doing in due course
if its Chris Reilly, ill definitely be getting a YT
Thing is.Dobby if I told you everything I’d never get to look at the new Spectral ON
Plus I haven’t got my bike back yet! AND I did promise to undo the social media grief I gave them, just a little bit. I’m not sworn to secrecy but I did get to hear about things and that some of the rumours are true. It’s a good thing if you are UK based and into your YT bikes! timing is everything and Covid 19 isn’t helping.
But YT are investing in sorting the customer service side of the model. It’s not just a story, it’s a fact. I’ve experienced it first hand and it’s just what we need.
if they sort the customer service out, that would be a massive bonus... personally I would be waiting to start hearing how good it was when put to the test before I spent any cash though... as much as I would love a decoy
Would I pay an extra grand for some customer service... lol no.. people are paying 2 to 3k more for it though.
You realise that with the exception of specialized brose motors most bikes get no problems. There is a fb page full of owners with not a single fault.Would I pay an extra grand for some customer service... lol no.. people are paying 2 to 3k more for it though.
I would, customer service (for me) is way more important when these bikes have problems like they do..
~Sorry for the slow reply. It was about 3 months ago and teh shop was Edinburgh Bike Coop as mentioned in the post.Lee tell me more. Which Decoy? And when did you get it sorted?
Many questions....! Which shop? I’ll get to the bottom of this somehow ?
Sounds like it was resolved.Firstly, apologies to existing Decoy owners , but reading this just reassures the fact that all the glitz, and fancy blurb bullshit , ANY brand is only as good as the last happy customer! Hope they get there comeuppance, buy loosing sales like Jo fuck
Sounds like it was resolved.
Given the world economy is on the brink I'm not sure I'd wish anyone to suffer over some customer service issues.
Gutted for youTragically bad news for us YT ‘believers’.
My faultless (until this) and superb 6 month old 1000 mile Decoy went to my LBS (Shimano approved) to diagnose an electrical motor issue in December 2020, speedo jumping to 20mph+ motor cutting out, then kicking in when speed dropped. Unrideable on any hills. Shimano UK got involved as LBS couldn’t diagnose from their software (see from about 19m in Rob’s video, this was my first little worry!). Shimano UK (Madison) did some over-the-phone and internet diagnostics with the LBS plugging the motor and software in directly to their computer and said the motor is at fault, send it to them. So we did. New motor supplied, Shimano asked YT for codes to sync battery, motor and bike. YT refused, despite Shimano UK protestations.
That’s correct. Zero Shimano capability to get the Shimano approved YT battery to work with a brand new E8000 motor. YT wanted the whole bike shipping back to Germany. YT emails have repeatedly stated to me that they DO NOT share any codes with third parties. Shimano are deemed a third party by YT!
YT box used by my LBS, YT postage and courier used, everything was sent to YT in January 2020, 1 month off the trails. Then a long silent wait.
March 8th 2020 YT send my LBS an email saying the frame is damaged and they are certain it was during the courier stage.
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YT state that the frame is not deemed safe to use and it will cost the customer £1200 for a replacement frame.
Numerous emails, zero escalation within YT, total refusal to copy Markus or Stefan in to the issue and a point blank closing down on any questions regarding why it took 7 weeks to inform of the frame issue, nothing regarding the battery/motor issue. No proof of receipt of bike or contact/photos of the frame, box, damage or courier notes.
Deadlock was reached on Thursday this week (11th March 2020). Despite being overly patient and incredibly polite there is nothing, no goodwill (it’s my second YT bike). Nothing resembling customer service or bike electrical serviceability away from YT exists and I am left with a bike that has cost me £5 per mile to ride, I’ve ridden it for 6 months out of 9 and it is now, according to YT, scrap.
I’ve sent a direct message to Markus the CEO, Shimano UK are escalating within Shimano, the LBS is offering a Trek Rail in exchange for the scrap Decoy. This is why I was using the LBS, they need the business, even if it’s just handling diagnosis and tweaking. I did remind YT Service that the entire brand depends on its warranty and customer experience and that social media is no friend to a business model when it fails in customer service. That email resulted in a very strict response simply stating ‘if you don’t want to pay for the new frame we shall pack the bike up and send it back’. I’m not even sure the frame will arrive in one piece! It wouldn’t be sensible to send a customer a defective frame back would it?
Anyone got any ideas,? anyone in a position to ‘have a word’?
Anyone want a 6 month old Decoy Pro in black with a brand new motor and no frame?
I’m going to be a social media troll on any YT Decoy post if this sorry tale ends as it looks like it could.
One photo from YT that really helps me out!
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