I’m considering the new Focus Spine MTB and was viewing the Focus Bikes Facebook page today. Focus don’t seem to monitor their feed (no replies to any questions) and today someone has posted some graphic images, poor girl. Doesn’t say much for their Social Media team. Posts and joking aside their lack of customer responses worries me and is putting me off buying a bike from them (they don’t seem respond to contact centre emails either). What happens if I need to make a warranty claim in the future ????

think you may have got the wrong page… or you are getting paid to up the no of hits to their FB page…

So you’re considering not buying a bike because they got trolled on FB?

Right.

@Tom

No, i’ve been trying to get a response from them for over two weeks. They ignore Facebook posts and don’t reply to emails sent to them. I genuinely love the look of the new Spine but complete radio silence from then is worrying. The fact they had porn on their FB all day today just suggests to me they don’t take customer service seriously.

They are not a direct seller (I think) so you wouldn’t be buying from them as such. I would contact the shop where you are thinking buying it from and ask them. Also if I had an issue after buying it, I would be contacting the shop and not the manufacturer.

@Paddy,

Good idea, I’ll do that. I’m torn between Focus and Trek. By all accounts Trek customer service and warranty responses are excellent.

Trek have replied to all of my emails and social media posts same day. They don’t sell direct either.

Meh, not seeing no porn when I go to their page.

I also checked for the porn and couldn’t find it!

Focus social media people are now smoking big cigars and drinking fine wines to celebrate the massive rise in page views!

I dread to think what one sees when grot associateded with the term ‘focus spine’ appears.

I had to go look. It’s still there in the visitor messages on the left. She seems to be enjoying herself IMO.

I do think if companies are going to bother with a presence on the usual FB/Instagram/Twitter/etc then they should monitor. I appreciate it can be time consuming and therefore costly but its so frustrating for potential customers if companies don’t bother responding…better just to advise on these sites just to email/phone instead

Right, that said, off to FB…

Cheers Abdur.

suggests to me they don’t take customer service seriously.

I would find it kind of encouraging if I were you, seems like they maybe have better things to do… It is only FB FFS, not something actual grownups would be worried about surely…

I quite like the idea of a paid “social media team” it’s up there with people who think “blogger” is an real job description…

Buy the bike based on the bike, not how much time the company’s employees spend pissing about on social media.

Meh, not seeing no porn when I go to their page

Your not looking properly, Abdur Rahim has a picture of a different kind of bike!

It seems like Ginny Swaile in the comments is having a bad time with her warranty issue….