B
B.G.
Guest
Hello, I just wanted to share with others my experience with Dahon. I am not even an owner of one,
and now will not be due to the bad impression they have left me with.
The whole thing stems from an email i sent them because one of their bikes, (helios XL) has been on
back order since February. Granted, i was a bit testy, but the level of response i got back was
outrageous. Horrendous email skills combined with a terrible attitude, prompted me to write to Josh
Dahon himself. 2 emails to him have gone completely unanswered and ignored! Let all potential
owners of these (what are probably great bikes!) know the level of customer service they can expect
from this company
Sent to Josh Dahon on 6/13 Hello, I would like to share with you a thread of emails from myself
to your company. They have completely turned me off from your products, and I may use them as
an example of "How to lose customers by unprofessional, unskilled, product support and e-
commerce team)
I sincerely hope you are bothered by this, because I can tell you from a customer standpoint: Right
now, as it stands, I am very unimpressed by your companies public face! If as a customer, this is
the type of support and attitude I can expect from Dahon, I promise you:My money will go to a more
professional company.
P.S. my final email is still unanswered and ignored. Thank you Bill G.
1st email to you: Hello, Your "find a dealer in your area" link does not work. Can you tell me of
some dealers in downtown Philadelphia?
Thanks, B.G.
-----------------------------------------------
RESPONSE
-----Original Message-----
From: [email protected] [mailto[email protected]]
Sent: Wednesday, May 14, 2003 5:09 PM
To: [email protected]
Subject: Re: dealer locator
Trophy Markets, 311 Market Street
Bike Line, 1028 Arch Street,
Jay's Pedal Power, 510 East Girard
Bike Line, 4151 Main Street
--------------------------------------
2nd email to you
Hi Can you tell me what the story is here? I have been trying to look at a Helios XL for the last 6
weeks. I am in Piladelphia.no dealers have them, the one dealer has told me "next week, next week,
next week" Are you guys incapable of getting bikes to market or what? Does the Helios XL exist and
where can I get one like today?
Thanks, B.G.
--------------------------------------
the 2nd reply is buried in the following post, but here it is so you don't miss it.
Yep, the Helios XL really does exist. It sells out as fast as it comes in. The next shipment will
be in the warehouse this week. You can't get one anywhere today.
(note)Heres how it was sent to me. Horrendous email skills and completely void of professionalism:
2nd response:
From: [email protected] [mailto[email protected]]
Sent: Monday, June 09, 2003 6:30 PM
To: [email protected]
Subject: Re: dealer locator << Can you tell me what the story is here? I have been trying to look at
a Helios XL for the last 6 weeks. I am in Piladelphia.no dealers have them, the one dealer has told
me "next week, next week, next week" Are you guys incapable of getting bikes to market or what? Does
the Helios XL exist and where can I get one like today? >>Yep, the Helios XL really does exist. It
sells out as fast as it comes in. The next shipment will be in the warehouse this week. You can't
get one anywhere today.
---------------------------------------------
3rd email to you
Thanks for the reply -I'll believe it when I see it! Maybe I'll try again next summer thanx
---------------------------------------------
3rd response from you
As quickly as these bikes sell, they may be out of stock again next summer.
-------------------------------------------
final email from me (which went unanswered)
What sort of customer service is this? I have a good mind to send this entire thread to your
corporate offices, as well as post my dissatisfaction with your poor marketing abilities, combined
with your attitude to every website I can. Taunting frustrated potential customers with smart-ass
comments like this does nothing to further your company image. Did you offer any way for me to get
one or recommend where or how I could order one? NO. Did you try helping me maybe by telling me what
dealers in my area have ordered one that I could maybe see in person? NO! I have been trying since
April to see and possibly buy a XL, but my local dealer says they are backordered. I write you to
see if they really are, or if he is just not interested in ordering one unless it is sold, and I get
comments like this. This bike looks less attractive every day!
and now will not be due to the bad impression they have left me with.
The whole thing stems from an email i sent them because one of their bikes, (helios XL) has been on
back order since February. Granted, i was a bit testy, but the level of response i got back was
outrageous. Horrendous email skills combined with a terrible attitude, prompted me to write to Josh
Dahon himself. 2 emails to him have gone completely unanswered and ignored! Let all potential
owners of these (what are probably great bikes!) know the level of customer service they can expect
from this company
Sent to Josh Dahon on 6/13 Hello, I would like to share with you a thread of emails from myself
to your company. They have completely turned me off from your products, and I may use them as
an example of "How to lose customers by unprofessional, unskilled, product support and e-
commerce team)
I sincerely hope you are bothered by this, because I can tell you from a customer standpoint: Right
now, as it stands, I am very unimpressed by your companies public face! If as a customer, this is
the type of support and attitude I can expect from Dahon, I promise you:My money will go to a more
professional company.
P.S. my final email is still unanswered and ignored. Thank you Bill G.
1st email to you: Hello, Your "find a dealer in your area" link does not work. Can you tell me of
some dealers in downtown Philadelphia?
Thanks, B.G.
-----------------------------------------------
RESPONSE
-----Original Message-----
From: [email protected] [mailto[email protected]]
Sent: Wednesday, May 14, 2003 5:09 PM
To: [email protected]
Subject: Re: dealer locator
Trophy Markets, 311 Market Street
Bike Line, 1028 Arch Street,
Jay's Pedal Power, 510 East Girard
Bike Line, 4151 Main Street
--------------------------------------
2nd email to you
Hi Can you tell me what the story is here? I have been trying to look at a Helios XL for the last 6
weeks. I am in Piladelphia.no dealers have them, the one dealer has told me "next week, next week,
next week" Are you guys incapable of getting bikes to market or what? Does the Helios XL exist and
where can I get one like today?
Thanks, B.G.
--------------------------------------
the 2nd reply is buried in the following post, but here it is so you don't miss it.
Yep, the Helios XL really does exist. It sells out as fast as it comes in. The next shipment will
be in the warehouse this week. You can't get one anywhere today.
(note)Heres how it was sent to me. Horrendous email skills and completely void of professionalism:
2nd response:
From: [email protected] [mailto[email protected]]
Sent: Monday, June 09, 2003 6:30 PM
To: [email protected]
Subject: Re: dealer locator << Can you tell me what the story is here? I have been trying to look at
a Helios XL for the last 6 weeks. I am in Piladelphia.no dealers have them, the one dealer has told
me "next week, next week, next week" Are you guys incapable of getting bikes to market or what? Does
the Helios XL exist and where can I get one like today? >>Yep, the Helios XL really does exist. It
sells out as fast as it comes in. The next shipment will be in the warehouse this week. You can't
get one anywhere today.
---------------------------------------------
3rd email to you
Thanks for the reply -I'll believe it when I see it! Maybe I'll try again next summer thanx
---------------------------------------------
3rd response from you
As quickly as these bikes sell, they may be out of stock again next summer.
-------------------------------------------
final email from me (which went unanswered)
What sort of customer service is this? I have a good mind to send this entire thread to your
corporate offices, as well as post my dissatisfaction with your poor marketing abilities, combined
with your attitude to every website I can. Taunting frustrated potential customers with smart-ass
comments like this does nothing to further your company image. Did you offer any way for me to get
one or recommend where or how I could order one? NO. Did you try helping me maybe by telling me what
dealers in my area have ordered one that I could maybe see in person? NO! I have been trying since
April to see and possibly buy a XL, but my local dealer says they are backordered. I write you to
see if they really are, or if he is just not interested in ordering one unless it is sold, and I get
comments like this. This bike looks less attractive every day!