Forum menu
Customer perception is a fickle thing. Argue all you like, but if we take me as a customer and you as a shop let's say; I order something from you. It doesn't arrive. You give me false hope & spin me some lies. That's after taking my money a month or so ago with no intention of coming good until the customer has exhausted nearly all options of communications, finally relying on PayPal to get some money back... What would you think the customer would think of the shop (distributor in the customers eyes)? An awful lot of customers do not realise that there is a network of dealer distributors behind the shop front... Damage done, those customer's won't be coming back through the shop door. They'll sack the shop right off, tell all their friends and endeavour to rectify their desire to purchase a similar product from someone else who is reliable...
Now, unfortunately for Gloworm, I'll do whatever I want being the customer and right now, that's getting as far away from their products & putting all this behind me as I can; irrespective of greatness of product. I'm telling my cycling fraternity that CRG moto are a shower of sh.. I am not taking Gloworm's name in vain but it doesn't bode well that Gloworm have at some point put their faith in a UK distributor that has become very isolated and, I would also say, uninterested in customer perception / satisfaction - that's what's let Gloworm down in my eyes (customer perception is vital - innovate or die as Specialized rightly state!)
My case in point is that this has been a total fiasco for not only myself but many people nationally. Now, take this thread as a VERY SMALL proportion of people that actually have taken the time to comment & it's certainly not done Gloworm's reputation any good - again from a customer's perception - I.e. mine!
I will now await Danny's special package of love to be attempted to deliver to me so I can refuse point of delivery & send back to him as one final 'thank you for your genuine and honest service' and await a year of Ison distribution to get themselves in order with the intent of perhaps buying a couple of the gloworm's or Gemini's in Autumn '15 - pretty pointless shelling out now as the requirements have now passed and as such my right to enjoyment have passed with it.
Thanks both for the key facts and figures explanations though - that is very useful and informative.
Keep up the good work & fingers crossed it all goes back to normal. Which is ideally hassle free for the customer.
Cheers.
I've looked at buying Gloworm lights in the past, customer service aside though does all these warranty claims also not put people off. Maybe Danny was losing money/motivation due to the number of returns?
Hey Guys
First of all, we recommend that you do not deal with CRG Moto if you can avoid it. CRG Moto is no longer an Authorised Reseller of Gloworm.
We have not heard from CRG Moto in about 4 weeks now. It is not my place to make assumptions but we need to look after our brand as best we can.
We initially began the process of protecting our brand by changing distributors to an established bicycle focused company - ISON Distribution. We now need to back up our product by providing the appropriate level of after market support, this is already progressing successfully through ISON.
There have been a couple of issues that have arisen in the forums and we are by no means trying to dispel them. Instead we have corrected these potential problems and made the product even better.
Also, we are in the process of establishing a UK service centre to enable repairs and upgrades where possible.
Cheers
Bruce
I would certainly advise that people avoid CRGmoto at all costs. It is just the complete lack of any kind of service that is so frustrating as a customer.
If they were responding with bad news, or rude reply's that would be annoying, but I am getting absolutely no responses from CRGmoto whatsoever.
When you hand over your hard-earned for a premium product, you really expect premium service to go with it.
For me, it has been over 3 weeks since payment and no response whatsoever. I have tried calling (no answer or message service), facebook message, emailing 3 different addresses and even signed up here in the hope that CRGmoto might read of my issue and post a response. nothing...
I have lodged a dispute with paypal (they must have a lot of these from CRGmoto to deal with by the sounds of it!), so they will provide a refund once the right-of-reply period ends tomorrow.
Really disappointing.
Thanks for the response Bruce. I hope you got my email asking for some kind of clarification on the troubles that have been happening that I sent shortly after my previous post above.
Unfortunately I wasn't in today when the package was delivered. Alas, my neighbour has signed for the package on my behalf (in their name) & as such I'm now the proud owner of a superb little light with a lot of baggage attached... 😀 👿 😆
Unfortunately, given the fact that CRG are no longer authorised distributors, I don't want to send the light back for fear of never receiving a refund, nor can I rely on PayPal as they have now closed the dispute I had in place as the parcel has been delivered... The saga continues.
Aside from that, the light seems superb, just what I was always hoping for & very well built. I did check with Ison and they confirmed that they would honour any warranty claims from lights purchased via CRGmoto - is that something anyone else can confirm (Bruce perhaps?) or am I 'stuck' with a superb light with no support? I do have some paperwork about the purchase of the X2 from CRGmoto which is a surprise in itself.
Fingers crossed everyone with disputes opened either gets a light set or their money back!
Happy trails everyone!
As above but to confirm, I had a CRG purchased light with issues, had the same concerns as you, but had excellent backup from ISON who sent a new unit out before receiving my old one back.
Great light, stick with it and hopefully ISON will continue to support!
Spot on, that's also what ISON confirmed a few weeks back that they were prepared to pick up the slack from CRGmoto.
Sorry for sounding off - I was just frustrated that people still work like that, telling lies to appease my concerns but nothing coming to fruition... Anyway, all behind me / us (hopefully) now nearly.
Give ISON a few weeks to get the stock but in the mean time you can pre-order the lights from your LBS was the advice by ISON when I spoke with them!
Trail riding is going to be bright now I'm thinking! 😯
Hey
ISON (Gloworm) will still honor warranties of our products. Its our obligation as a manufacturer.
We are in the process of setting up a third party service centre to deal with warranties and even provide upgrades (at a small cost to current battery packs). The potential service will also provide fixes for any small issues that may occur outside warranty period. There will also be a small cost. However any issues that may crop up during the warranty period will be covered.
ISON have some stock now and can supply product to you LBS.
Cheers
Bruce
Will the service centre deal with second hand equipment, I'm assuming the warranty is original owner only?
What's the battery upgrade?
We're still working through the details of the setup, however I can give you the following details:
-2nd hand lights can be attended to at a cost to the owner
-Battery upgrade is a new fuel gauge (more accurate)
-Customers will still need to go through ISON to be referred but then will only deal the service centre
As the process if finalised I will let you all know the exact details.
Cheers
Hi Bruce. Do I just contact Ison if the burn times are off the mark for the X2 I have or await the new 3rd party service CTR to come on line? This is the second ride out from new but the 1st ride was only an hour & I recharged the battery to full afterwards (Wednesday just gone)
I was out today & had it on the custom 2 flashing (1000/300) setting & got 6 hours off a full charge instead of the 8 hours claimed? Conditions were windy but dry if that makes any difference. (I.e. no chance of overheating whatsoever)
Thanks in advance.
Having had to communicate with ISON regarding a set of faulty forks, which resulted in them stopping responding, I'd be wary as a larger distributor is not necessarily a better one.
@cllr hodgen
No need to get in touch with ISON. We are aware that the flashing runtime is not as long as detailed in the manual and needs to be amended (and will be in the next round of instruction changes). 8hrs was a bit ambitious but fortunately there is nothing wrong with your product, just the manual.
I hope that makes sense.
Bruce
@glowormnz Thanks Bruce - that makes sense! Glad I wasn't out on an epic 8hr ride! 😀
I can confirm that the light lasted 6 hours on that setting no problem at all!
Cheers.
Ordered a pair of CRG mirrors from crgmoto January 30. Haven't heard a word from them since.. Tried via email and phone. Pretty much lost my hope on getting my package at all. Paid via paypal and don't know if I can get my money back if I cant get in contact with the seller. Suggestions?
Fire up a PayPal dispute.
Sorry to hear that you have also been caught out by CRGmoto.
Unfortunately CRGmoto are little more than crooks, willing to take your money seemingly without any intention of delivering.
In the end the only way I was able to get any kind of resolution was to launch a paypal dispute. Paypal did not get a response from CRGmoto either, and as a result they refunded my payment. You should be able to do the same.
I am hoping that people looking for crg products come across this thread before dealing with this "company", to save them the hassles that we have all been through.
TL;DR
CRG Moto = dodgy, stay away!!
RE: CRGMoto - Goods not delivered
Hi there, ditto- On February the 15th I had ordered a left hand 2" black blindsight bar end mirror from CRGmoto but have not received the goods and had absolutely no response from any of calls and emails to CRG/Danny etc. ..its basically blind theft. The money has left by Papal and must be resting in CRG account.
I don't have a problem if there is a long wait but just some word or call to say that they have received the payment and goods will be sent, is all I need .. its not much to ask. Very disappointed and what is crazy is that the web site is still up and running waiting to take people's hard earned cash.
Don't know what to do now... trading standards? Anyone else I can contact ...?? Any help from anyone?
All the best,
J
It quite bizarre, I am left wondering if there more to this, than we can see looking in, as I meet Danny at a trade show and he was is a nice guy & the gloworm sales/support from him had started well. His website/business was running pre him becoming the Gloworm distributor, but going by what your saying, it no longer just order for the Gloworms's that are are an issue, which is very strange
All that doesn't help you though.. open a paypal dispute and get a refund from them
Wish I'd seen this thread earlier.
Ordered some motorcycle bar end mirrors from CRG Moto 2 weeks ago and nothing received. Unable to contact by phone and no reply to my polite e-mails asking for a delivery date.
Looks like my next call is to my bank to arrange a credit card chargeback.
Grrrrrrrr....,
I ordered a set of CRG Rc2 levers for my Aprilia RSV1000R on Thursday 30th April 2015.
My worry is I used the bank transfer option in good faith as the PayPal option wasn't working; therefore, £120 was transferred almost immediately.
I knowwwww - it was stupid of me!
I received what I believe to be an automated order confirmation and since a few days after ordering I have emailed, called the number advertised on their website (CRGmoto.co.uk) and because I received no reply whatsoever (and phone just rings off to a 'sorry, your call cannot be taken at the moment) I resorted to a formal letter that I sent recorded delivery which was recommended by the CAB (citizens advice).
It was signed for by a PEARSON on the 13th May 2015.
They've taken my money and not even had the decency to reply to my emails and all I want is for someone I,e: this Danny character to let me know what's happening?!
I don't mind waiting if I know I'm going to receive my goods eventually, but this is a joke!
I can't even get paypal or my bank to do anything because it was a transfer, but my bank told me to report it to trading standards and the Police as it's them that take on this sort of thing.
I don't want it to come to this, but needs must.
£120 is a lot of money.......
Would anyone know or recommend whatelse to do next?!
The guy who was responding to earlier posts has since gone quiet, but I urge him to please come forward and to inform me of the whereabouts and happenings of my order - Please........ Order no. 1828/300415/57
Annoying I didn't find this post before ordering 2 lights from CRG Moto on Sunday, so annoyed now to find out this seems to be a scam. I didn't use paypal so can't open a dispute. Did anyone ever get a mobile number?
His name seems to be Daniel Robert Pearson from searching, formally the director of Faster by Design. How can someone scamming like this not be shut down?
Fuming right now!
Has anyone else resolved this through VISA? If anyone knows him I suggest you tell him to get his act together before the police come knocking!!!
If you paid by credit card then visa, etc will happily chargeback. Surprised he hasn't switched off the site as it can't be doing his records any favours.
Bethp87, if you don't get the money back via visa then contact gloworm direct and let them know what has happened and see if they can help out.
Hey everyone, we are starting to be notified of more and more occasions of CRG Moto not delivering on purchases made online.
Our advice, if this happens to you, is to seek a refund through your credit card or via Paypal. Additionally you can report the fact through police channels via this link:
http://www.actionfraud.police.uk/fraud-az-online-shopping-fraud
It is our belief that he no longer has stock and is just using the Gloworm name/product as way to defraud the unsuspecting consumer.
Additionally we are also in communication with his payment gateway (WorldPay) in regard to the situation.
If this has happened to you, please get in touch with us via email.
Cheers
Hi everyone!
Today I have received an email confirming dispatch from crgmoto after ordering the lights twonweeks ago, does anyone received that confirmation??
Thanks!!
I ordered some X2's from this site about three weeks ago (didn’t see this thread)- I didn’t hear a thing for seven days and had called and emailed them with no response, so I called my bank who said that there was some "notes" on this company and that they would refund me. I got my money back last week but now the lights have just turned up!
I tried to call CRGMoto but unsurprisingly it just rings.
Anyone else get their lights???
I ordered a set of Glowworm XS lights from "Pushys Australia" a few weeks ago, the exchange rate is really good at the moment.
They arrived within 6 days - FROM AUSTRALIA and are awesome lights, can't believe how well made they are etc...
.... there was however a little issue with the handlebar mount - so I popped a email off to Glowworm HQ, asking for a new screw - to my surprise they contacted the new UK distributor ISON, who sent a whole new mount out to me.
FIRST CLASS LIGHTS & FIRST CLASS SERVICE FROM ISON.
so the moral is get them from ISON / Australia
Hi everyone!
Yes i have received the lights today a month after ordering them. I have received the same day the bank paperwork to start the refunding process.
I still have tontest them but they look high quality.
Was having a good conversation with the Gloworm Brand Manager about this whole Fiasco the other day. To be fair Ison have been very patient about this (as has Bruce @ Gloworm by the sounds of it!) because these are fantastic lights that have seen a shoddy service by the previous importer.
Can vouch for Ison doing a fantastic job with the products in the UK now, so buy one from your Local Gloworm stockist with confidence.
FWIW got to have a little play with a prototype self contained unit that they're saying will come to market hopefully in the next couple of months. Looks like 2 18650 cells inside a body with in guessing 2 XPG's, rated up to 1100 lumens with roughly 2hr max run time I'm told. Should be a fantastic product, perhaps aimed more at the road market, but can't wait to get my hands on one!
To save having to read the whole thread:
1. Gloworm lights are fantastic and a quality light I have been using for 2-3 years now. Designed in NZ and imported to uk.
2. Initial UK distributor, CRGMOTO (aka Danny) started out as a real star and provided excellent customer service, but something (no one seems to know) went wrong and he has simply vanished allowing people to still buy off his website even though the business doesnt even seem to exist. You would have thought his merchant services would have been pulled by now. Again a real shame as in the early days he provided genuine service.
3. ISON is now the UK distributor and are FANTASTIC and doing a proper job.
4. Most LBS can stock ISON distributed products in UK so buy local and NOT over Internet for what are REALLY good lights.
Ive had X1 and X2 kits and use them 2-3 nights a week. They have been faultless and SO WELL made compared with alternatives.
Hope that helps.
JC
If only some unscrupulous hacker could shut down the CRG Moto site. 8)