The person I am dealing with is shane, but I am getting the same level of support as you are . In fact I think it is a India call center that I am dealing with. Attached is some of my correspondence with them:
I am extremely disappointed with the service thus far. It has been much too slow. Here is a letter I drafted last night. I have not received an acceptable explanation for the defective bicycle or the why the customer service on this bike has been slow with no solutions.
I have been an avid road rider and racer for 25 years. Owned many bike brands (Trek, Santa Cruz, Litespeed, Colnago, Pinarello).
When I recieved this bike the frame was cracked and a few other issues that I resolved myself. The crack in the frame is a major issue to me and appears to be a delamination in the manufacturing process. It was not damaged in shipping. I have been exchanging emails with the sales team at wiggle. It has been extremely slow and has the feel of an offshore (India) help desk. Buying a premium brand like Colnago my expectations were much higher. I have had the bike for 13 days now and I still have a bike that is not usable. They want me to take off work and sit at home all day and wait for a courier to pick up the defective bike or take off work and bring the bike to a depot? This is not the service I expect considering the problems I have had.
Wiggle Response:
Hello Mr Ryan
Thank you for confirming you’d like to drop your bike off at the Leicester depot. I have sent details across to citylink so they can book this on their system.
We will of course issue a full refund to you upon receipt of the bike. As previously mentioned do you happen to have the name of the build mechanic on the pdi sheet so this can be passed to the workshop manager to investigate and make any necessary sanctions against the mechanic. If the crack to the frame is a manufacturing fault then we will of course be taking this up quality without this type of defect. It’s something we will look at upon receipt of the bike.
Regards the response time I’m sorry you feel the service has been slow. If I might outline the reason for this, I have been working through my cases as quickly as possible but with just myself in the workshop to deal with all wiggle’s bike related warranty queries, collection bookings, technical guidance, liaising with our main customer services team on bike related questions, customer bike order queries, bike cancellations (offering alternative bikes in cancellation cases) it can take a while to respond so thank you for your continued patience. Yesterday I was also slowed down as we had a 300 bike delivery to unload which took a couple hours of my time as well. At the moment I am dealing with some 80-90 cases per day so am doing my best to keep up to speed. I hope this helps explain our response time (looking out of the window, I’m definitely not in India).
I full appreciate that this has been frustrating for you and after the anticipation of a new bike it is a massive let down to have problems. I can only offer my apologies and hope you can be out on a new bike very soon and be enjoying your riding rather than worry about the problems you’ve experienced with us.
Regards
Shane