Yt Decoy TERRIBLE SERVICE

[Wadders]

I'm so fed up of YT. I've sent several emails with no response about my order I placed in May. Not even a single update or reply to me.
I even tried calling them, after been on hold for 15min I hung up...... Not a very good start for a new customer, I guess taking £6000 of my money isn't enough to warrant a bit of communication and customer service.

 

[Neverbeentomoab]

I’d be getting a refund as quick as I could.if the customer is that bad now how bad is it going to be if the bike has a problem.

 

[Lee Dove]

I have had 2 YT's and don't have this view of them. The warranty comms are a bit poor but the service itself is fine.

 

[Wadders]

I have had 2 YT's and don't have this view of them. The warranty comms are a bit poor but the service itself is fine.

I have had 2 YT's and don't have this view of them. The warranty comms are a bit poor but the service itself is fine.

Ok...…...so how would you rate the service im getting?

 

[Andy A]

I would get a refund as asap as that doesn't bode well, there are plenty of great ebikes out there at that budget.

 

[Eckythump]

I agree, the ongoing delays are painful but the communication is crap. Wouldn’t be so bad if they kept customers informed especially when they have a very large dollop of folks money.
That being said, it is a really nice bike when it finally turns up.

 

[Mydriaze]

I don’t know if I will buy a bike one day from YT, but I think you overreact. Don’t get me wrong, i’m not speaking perfectly your language and perhaps I badly express what I feel.
It’s totally normal to get upset when you don’t have any information, especially after paying this amount. Perhaps you can phone them instead of mailing them? I perfectly understand your angriness. I think YT is having a huge success with their Decoy, and they are probably overwhelm with the order. Be patient, it’s a good company, serious, and I’m sure they will give you some information soon.
I’ve seen exactly the same reaction on French forum, people are complaining the lack of information, but many solve the issue by simply phoning them. Good luck!

 

[Jamsxr]

I’ve got a YT and like the brand, but they are becoming a bit arrogant. They’ve spend millions on marketing and lifestyle promotions, which most brands need, but I get the impression they feel like you should be privileged to have bought into the “family” and should be okay with poor communication, delays etc...

 

[Mydriaze]

No, you’re totally right. Sending just an email with some updated information is not something very hard to do, but I’m pretty sure everything is automated and therés not really any human behind this system. Give them a call, you will probably get some information !

 

[R120]

Several threads on here where people have called up and got nowhere on that front too.

Its not just yt, but pretty much every brand who has bought out a decent emtb that has been caught out by the demand, members on here have spent months waiting for Specilized's, Canyons, etc when bikes supposedly in stock.

The only brand that seems to have their delivery process dialled is Commencal - though it will be interesting to see how they go with their 2020 bikes as I think they are going to be seriously in demand, as IMO their 2020 range has knocked the ball out the park.

 

[Mydriaze]

Several threads on here where people have called up and got nowhere on that front too.

Its not just yt, but pretty much every brand who has bought out a decent emtb that has been caught out by the demand, members on here have spent months waiting for Specilized's, Canyons, etc when bikes supposedly in stock.

The only brand that seems to have their delivery process dialled is Commencal - though it will be interesting to see how they go with their 2020 bikes as I think they are going to be seriously in demand, as IMO their 2020 range has knocked the ball out the park.

I know very well the commencal team (I own a meta). You can always dial them and speak to Eric and ask for information. They always answer, and they are efficient... but for how long?

Btw, what does mean “has knocked the ball out the park”? I understand this as a positive thing...

 

[R120]

Yes, by that I meant that the new 2020 Commencal are some of if not the best EMTB's coming out.

I was being complimentary about Commencal, by "dialled" I meant that they have the whole customer care and delivery process very well organised, and we rarely if ever see any complaints about late delivery or bad service from Commencal.

 

[Borist]

I had prompt responses from YT about Decoy although I was not given as precise info I hoped for, but all-in-all I'm happy so far (bike was delivered). However I'm talking about their US "store" in California. So communication quality might be different in different parts of the world

 

[Wadders]

I don’t know if I will buy a bike one day from YT, but I think you overreact. Don’t get me wrong, i’m not speaking perfectly your language and perhaps I badly express what I feel.
It’s totally normal to get upset when you don’t have any information, especially after paying this amount. Perhaps you can phone them instead of mailing them? I perfectly understand your angriness. I think YT is having a huge success with their Decoy, and they are probably overwhelm with the order. Be patient, it’s a good company, serious, and I’m sure they will give you some information soon.
I’ve seen exactly the same reaction on French forum, people are complaining the lack of information, but many solve the issue by simply phoning them. Good luck!

Yes agreed, how long is acceptable when waiting to speak to someone.??

 

[Lee Dove]

Ok...…...so how would you rate the service im getting?

Ok so you don't like the service so move on and get something else. Life is to short to bitch and worry, but you will miss out in a great bike.

I have had quite a few rides now and got the suspension set, bar width to suit etc. and the only thing I will change is to drop to a 2.6 on the back and use the flip chip to maintain geometry. I am loving riding it, looks good and is quiet ?

 

[Jamsxr]

If you spend 6k on anything I would expect some level of communication regarding delivery - it doesn’t bode well for warranty issues either. I would definitely be bitching and moaning if there were significant delays and they weren’t communicating with me.

No doubt it’s an awesome bike, but thankfully there are a plethora of awesome eBikes available from multiple manufacturers. We buy bikes to ride not look pretty so YT should be clear on delivery times.

 

[Mydriaze]

Yes agreed, how long is acceptable when waiting to speak to someone.?? View attachment 15858

On your phone it’s 23:09, it’s a bit late to call them, don’t you think? (Or I misunderstood something)

 

[Zimmerframe]

“has knocked the ball out the park”

Hi Mydriaze. It's an old sports term. Presumably baseball originally. If someone hit the ball so hard it went out of the park it was something pretty amazing and special.

 

[Zimmerframe]

On your phone it’s 23:09, it’s a bit late to call them, don’t you think? (Or I misunderstood something)

I think it's a previous screenshot, shown in a screen shot..... The time when taken was 14:11 and he'd already been on the call for 4 hours and 25 minutes already !

 

[Dax]

On your phone it’s 23:09, it’s a bit late to call them, don’t you think? (Or I misunderstood something)

It was only 18.54 when he started calling them ?

 

[lamomie]

I'm so fed up of YT. I've sent several emails with no response about my order I placed in May. Not even a single update or reply to me.
I even tried calling them, after been on hold for 15min I hung up...... Not a very good start for a new customer, I guess taking £6000 of my money isn't enough to warrant a bit of communication and customer service.

hello, what is your expected delivery date?

 

[Zimmerframe]

hello, what is your expected delivery date?

They'll soon be nicknaming them "Baby Bikes" because they generally take 9 months to come... ;-) ok ok, I'm exaggerating ... I've told you a million times not to exaggerate !

 

[Mydriaze]

I think it's a previous screenshot, shown in a screen shot..... The time when taken was 14:11 and he'd already been on the call for 4 hours and 25 minutes already !

Ok, you're right. BUT! I have another explanation : He call on a Sunday afternoon, or bank holidays...

 

[Ren]

By the time YT are finished with all pre-orders a new model will be released and de cycle starts again.

This is not for me... 1 week is more than too much time to lock my money for no pleasure, months are unthinkable... ??

I would go for plan B.

 

[Mydriaze]

I don't understand one think: if I order today, or next week, availability of the bike will be the same: 11.09.2019

Previous week, it was the same. So I think between 15th of June and 15th of July (for example), delivery will be the same. And for order during august, it will be perhaps 20.09.2019 etc...

I think once you "book"/pay for your bike, the delivery still stay the same. That perhaps for this you have no update on your order. Because you're not close of your delivery time.

 

[R120]

No his delivery time keeps getting put back from what he was originally told, that is the problem, and its being communicated via automatic emails with no response form anyone at YT

 

[Mydriaze]

oh, ok, didn't know. Thanks for your answer. Keep finger cross for you guys!

 

[Zimmerframe]

Ok, you're right. BUT! I have another explanation : He call on a Sunday afternoon, or bank holidays...

Or he called an Indian drinks company called "Why Tea"..

 

[Mydriaze]

Or a chinese clothing factory called "White Tee"...

 

[Wadders]

On your phone it’s 23:09, it’s a bit late to call them, don’t you think? (Or I misunderstood something)

Yeah man its a screen shot from a picture someone posted the actual call was at 14.11