YT UK/Europe Support

[ImSundee]

I've heard bad things, Wondering if its got any better?

Whats peoples experience?

I'm really tempted by the 2019 Decoys that are currently in the outlets for a bargain price, but if the support sucks, I dont want to be out on my own - its always my concern with direct sales.

 

[filotnie]

I have Decoy only short time. So far didn't have to use support a lot but those two times with minor things.. those where sorted quickly and without the problem.

 

[steve_sordy]

I have Decoy only short time. So far didn't have to use support a lot but those two times with minor things.. those where sorted quickly and without the problem.

How much of that support is helped by the fact that you are German speaking?

In June'15 when I tried to contact YT about the non-delivery of my Capra, the messaging system was all in German, so I had no idea which option I wanted. I had to get a fluent German speaking friend to navigate the YT "help" (ha!) desk. And she struggled. She left a message but nobody ever replied. Eventually the bike turned up and it was beautiful and I never had a problem with it.
Maybe their customer service has improved in 4.5 years.

 

[Dmitry Raccoon]

Ordered my Decoy at 15th november 2019, unpacked at 23th november 2019.
All mails answered within one working day or next day.

 

[Fatdog]

My warranty query took 5 emails to get sorted but got there in the end....

 

[filotnie]

How much of that support is helped by the fact that you are German speaking?

In June'15 when I tried to contact YT about the non-delivery of my Capra, the messaging system was all in German, so I had no idea which option I wanted. I had to get a fluent German speaking friend to navigate the YT "help" (ha!) desk. And she struggled. She left a message but nobody ever replied. Eventually the bike turned up and it was beautiful and I never had a problem with it.
Maybe their customer service has improved in 4.5 years.

No at all.. who told you that I can speak German? I actually spent 15 years in Germany and I can order the beer or ask where is my parcel?.. I understand a lot but all the details I rather explain and negotiate in English. That is what I did. Complete conversation in English.

 

[steve_sordy]

No at all.. who told you that I can speak German? I actually spent 15 years in Germany and I can order the beer or ask where is my parcel?.. I understand a lot but all the details I rather explain and negotiate in English. That is what I did. Complete conversation in English.

OOPS, sorry! That was what assumptions do for me. If I put my cursor on your picture it says you are from Frankfurt - SW London. I took that to mean that you had moved from Germany to the UK, or that you commuted between the two cities. It seemed safe to assume that you spoke much better German than me. I can count for ever, and order beer, that's it!

 

[TheBikePilot]

So they have just opened the YT Mill in Guildford. Here's their Facebook page also..

All UK Warranty & Support will be dealt with there. Rob & I were there today and this week. Awesome place and it looks like it's going to alleviate a lot of the issues of routing problems through Germany. Overnight specialist shipping in the UK if you can't get the bike down there.

Stock levels on electrics are being ramped up..Warranty batteries are in stock, as are Spare Batteries on their Website.

There was a rumour floating Batteries were only 6 month warranty, it's 2 years direct from the horses mouth when we saw them today and they won't walk away from you if your warranty expires and something pops. They seem to be focussing very hard on ensuring the UK Market is serviced far better and more effectively. I was very impressed.

 

[Sean1.0]

I contacted YT in July asking about availability on bikes and VAT ... the reply mentioned the upcoming UK service centre to help with issues / warranty etc etc... they did say bikes would still ship from Germany (though that may change with Brexit etc)

I replied and asked...

"Can you let me know more detail about the warranty process from the UK should there be any issue with the motor or electrics etc ... and also more info about the UK service / test centre and how that will impact warranty."

Never received a reply.

 

[TheBikePilot]

I contacted YT in July asking about availability on bikes and VAT ... the reply mentioned the upcoming UK service centre to help with issues / warranty etc etc... they did say bikes would still ship from Germany (though that may change with Brexit etc)

I replied and asked...

"Can you let me know more detail about the warranty process from the UK should there be any issue with the motor or electrics etc ... and also more info about the UK service / test centre and how that will impact warranty."

Never received a reply.

I'm guessing that fell between the cracks when the centre was opening? It was supposed to be opening before.I get the impression they have been in limbo somewhat.. I would fire it over again or give them a call tomorrow and let us know the response...?