Cycling Express - New online shop to compete with UK....
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Re: Cycling Express - New online shop to compete with UK....
Postby MTG » Thu Dec 11, 2014 9:02 pm
Look forward to receiving my new rim.
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Re: Cycling Express - New online shop to compete with UK....
Postby Ross » Sat Dec 27, 2014 5:48 am
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Re: Cycling Express - New online shop to compete with UK....
Postby Ross » Mon Dec 29, 2014 5:01 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby AUbicycles » Wed Feb 11, 2015 9:29 am
But, the sceptic in me says to read closer. No call center infact, rather a collection of FAQs.
So "Support Center" is not support, in a classic sense rather updating or improving information about buying and returns on the website.
I am all for improved information and providing answers for customers online, and saving them an email or phone call however see this promotion with a critical viewpoint as an online FAQs collection is not a replacement for one-on-one support, which is where business can excel. And there is also a confusion factor, where customers assume personal support (because of the 'support center' terminology).
Somewhat amused that the newsletter still displays a copyright ( © ) from 2013.
But in the grand scheme, improving information and also now more clearly outline the company location and structure. I previously asked and was told on the phone (late 2013 after the Taiwan logistics opened) that they were 100% Australian, while the official response dodged the question while the "Australian Online Retailer" approach continued and there some cases of import taxes and levies.
Cycling Express Retail Store : Melbourne
Our original location where Cycling Express began. It's still there and professional trained mechanics and sales staff are available to answer your questions and offer an excellent bike fitting service.
CyclingExpress.com Logistic Center : Taiwan
In 2013, we opened a warehouse and logistics center in Taichung, Taiwan. Taiwan is right in the heart of Asia and close to the major suppliers of cycling gear. It's all happening right here!
CyclingExpress.com has a large team of multilingual support staff based in Taiwan focusing on the customers we serve throughout the Asia pacific region.
CyclingExpress.com : China
It will come as no surprise that China is a booming market and that cycling is definitely no exception. We have an office in Shanghai with a local team of dedicated sales and marketing staff helping to service our rapidly expanding customer base there.
WHile "Australian" is a bonus, in online shopping it usually comes down to price in which case, location is not an issue. As a customer you want to have security and sometimes a local retailer is preferable. As they note, China is booming and it is also an advantage for customers when the lower overhead costs flow through to the customer.
Cycling Express are currently not an advertiser (on and off).
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Re: Cycling Express - New online shop to compete with UK....
Postby rodneycc » Wed Feb 11, 2015 10:57 am
And their delivery is first rate nowdays with only a few days turn around.
Anyway I actually quite like CE for what its worth along with most of the Online bike shops like c r c, Wiggle, Bike Bug and Ribble, I think they do a pretty good job compared to customer service in a lot of other industries.
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Re: Cycling Express - New online shop to compete with UK....
Postby battler2 » Fri Feb 13, 2015 7:21 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby BikiefromCanb » Thu Feb 26, 2015 12:27 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby AUbicycles » Thu Mar 12, 2015 8:53 pm
1. Strategy
2. Disorganisation
For Strategy, the approach is to let customers who are not persistent simply give up. Telstra have a fantastic reputation for putting customers through this (though you always get someone on the phone, it is hard to find someone who can help).
For Disorganisation, it can include administration where the processes simply are not well managed so a lot of communications falls through the gaps. It can also be manpower, too few staff for too many communication channels and streams.
I get it that with small items you ave to weigh up whether you want to fight a moral victory and spend hours attempting to recover your $10 or $20. At the end of the day the shop suffers by losing existing customers and frightening new customers. While I would like to see them go well, customer service has been an ongoing issue.
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Re: Cycling Express - New online shop to compete with UK....
Postby AUbicycles » Thu Mar 12, 2015 9:01 pm
Cycling Express are promoting free assembly of bikes ordered online. They do this with partner stores, and not just one or two, rather 16 stores are listed as partner stores.
It is a really good idea, for a customer you still have the risk of purchasing the wrong size, but now eliminate the risk / responsibility of assembly which is a good thing for the customer.
I am interested whether the partner stores can also assist with returns. And I am also curious about the arrangement as typically a bike store owner in an arrangement with an overseas store can get issues with suppliers.
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Re: Cycling Express - New online shop to compete with UK....
Postby AUbicycles » Tue May 26, 2015 9:13 am
Full Interview: Cycling Express say “Sorry!” and promise to be a better online retailer
Disclosure: Cycling Express do have advertising campaigns on BNA. The interview / article is not paid or promotional.
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Re: Cycling Express - New online shop to compete with UK....
Postby CyclingExpress » Thu May 28, 2015 2:50 pm
Regarding our partner store program, we work with around 16 bike shops across Australia. Some of them we've worked with for a long time, some of them are new. They provide an important point of contact for customers looking to buy a new bike. The bike is delivered to the shop after purchasing online. We pay the shop to build it for the customer, the customer picks it up and the shop is a point of contact for any follow up servicing, repairs and warranty claims. We will work with the store for any warranty/returns.
Finally, the competitions we ran for Pro-Lite and High5 were announced, we probably didn't do a great job of announcing them as it went into our latest news feed on the website. If we do any more competitions we will be sure to plaster the results all over our site, newsletters and social media. If anyone wants to know the winners of those competitions, you can visit this link to our latest news and scroll down to the bottom of the page.
http://www.cyclingexpress.com/?lang=en& ... atest-News" onclick="window.open(this.href);return false;
Thanks,
Shaun
Reason: Shaun is no longer managing customer support with Cycling Express and request that any emails are now sent to sales@cyclingexpress.com
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Re: Cycling Express - New online shop to compete with UK....
Postby jules21 » Thu May 28, 2015 3:31 pm
and based on a friend's account of a recent purchase with you guys, you've still got some improving to do. if you can't get customer service right, you won't grow. there is no short cut or alternative there.
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Re: Cycling Express - New online shop to compete with UK....
Postby CoffsGal » Mon Jun 15, 2015 8:02 pm
Another order for a few items placed on Sunday night last week, arrived at my door on the next Thursday (in regional NSW). That's 4 days, which is a very speedy delivery for any bits and pieces I have ordered from any online store.
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Re: Cycling Express - New online shop to compete with UK....
Postby moosterbounce » Mon Jun 15, 2015 9:43 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby AUbicycles » Mon Jun 15, 2015 11:51 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby GTPilot » Mon Jun 22, 2015 9:29 pm
Whoever packed the box stuffed it in and by the time I received it it was all bent out of shape. I managed to sort it using a hair dryer. But still pretty bad packing.
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Re: Cycling Express - New online shop to compete with UK....
Postby CyclingExpress » Fri Jul 17, 2015 3:10 pm
Shaun here from Cycling Express. I have sent you a private message regarding the mudguard. Please let me know the order number and I will sort this out for you.
Thanks
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Re: Cycling Express - New online shop to compete with UK....
Postby GTPilot » Wed Jul 29, 2015 1:12 pm
Out of the blue - two days ago a new guard has shown up..
Thanks Very much Shaun.. Was not required, but I'll take it all the same. Awesome stuff
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Re: Cycling Express - New online shop to compete with UK....
Postby tomee » Sun Dec 20, 2015 7:41 pm
how has everyone found them lately?
i'm guessing i cant pickup the wheels set from a local store they have?
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Re: Cycling Express - New online shop to compete with UK....
Postby rodneycc » Sun Dec 20, 2015 7:52 pm
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2013 Giant TCR Adv SL1;2014 Giant Defy Adv SL
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Re: Cycling Express - New online shop to compete with UK....
Postby stevekats » Tue Dec 29, 2015 9:55 pm
I recently purchased two (Azzurri Forza forks and headset) items from Cycling Express but the wrong two items were sent to me. I have been corresponding with Jarry during this issue but have not heard from anyone in the past week. I am bitterly disappointed by the lack of correspondence during this seemingly simple transaction.
Please contact me offline for further information.
Steve
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Re: Cycling Express - New online shop to compete with UK....
Postby rodneycc » Wed Dec 30, 2015 1:18 pm
>Reason: Shaun is no longer managing customer support with Cycling Express and request that any emails are now sent to sales@cyclingexpress.com
think that's your best option mate... Doubt anyone would be monitoring this thread...
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Re: Cycling Express - New online shop to compete with UK....
Postby AUbicycles » Wed Dec 30, 2015 8:22 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby kev007 » Tue Jan 12, 2016 5:19 pm
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Re: Cycling Express - New online shop to compete with UK....
Postby Mugglechops » Wed Jan 13, 2016 9:12 pm
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