Chainspeed

[Aran]

It is rare to get genuinely crap customer service nowadays: most companies realise it is a competitive market and compete on both price and service.

Chainspeed surprised me by being slow and surly.

My order was on 24th March. They took the money immediately. The goods never materialised.
Two emails went unanswered. Phonecalls proved ineffective, and promises to return calls proved empty.

Tonight I sent an email including my intention to use the small claims court to have my money returned should my goods not appear.

Within 30 minutes I had a refund and an slightly peevish email including the classic sign off:
"Small claims court!!! I will save you the embarrassment & expense. I have cancelled your order."


I've been biking over 20 years, and hope to have at least another 20 years left in me. And in that time I shall not use Chainspeed again.

Aran

 

[ChrisH]

This does not sound like the Chainspeed I know and have dealt with. I bought an auto com kit from them nearly 4 years ago, I recently encountered a problem with it and phoned them out of hours leaving a message. They returned my call first thing next morning and talked me through my problem.
I do not know them personally but I would not hesitate to buy from them again. Always found them most helpful and very polite etc. Glad you got sorted in the end Aran.

Chris H.

 

[IanNicky]

This does not sound like the Chainspeed I know and have dealt with. I bought an auto com kit from them nearly 4 years ago, I recently encountered a problem with it and phoned them out of hours leaving a message. They returned my call first thing next morning and talked me through my problem.
I do not know them personally but I would not hesitate to buy from them again. Always found them most helpful and very polite etc. Glad you got sorted in the end Aran.

Chris H.

I have nothing but good praise for Chainspeed had nothing but 1st class service, help and advise from Sam.

 

[Rasher]

Sounds unusual to me, I bought my Autocom four years ago from them and then realised it was beyond my ham fisted skills to fit the headsets without trashing £500 of helmets.

Sam offered to fit them for free, but I was a long way from his place, so he arranged for Autocom to do it (they were only 45 minutes up the road) and again at no cost!

I had a problem last year with it intermittently not muting and distortion on music and called to order a replacement, he told me this sounds like a poor earth - spot on, the bolt I had screwed the earth lead under had come loose.

Earlier this year the thing started squarking intermittently, so I rang again for pricing on new kit, he said it sounds like a lead issue and told me to check them all, it turned out the lead to my helmet was dodgy (probably due to me using cable ties to shorten the lead causing a nasty bend in the cable)

Anyway I have decided to upgrade to a Super-pro anyway, but on several occasions Chainspeed have helped me out free of charge and at the same time talked me out of spending money with them!

 

[mr_magicfingers]

I've never found Sam to be anything other than extremely helpful, always prepared to take time to explain things (with relation to autocom installs) and make sure you get the things you need.

Sorry you've had a bad experience, I'd say it's definitely unusual.

 

[Sam@Chainspeed]

Not all as it may seem

In over 5 years I have not had one unhappy customer, until now.. This order was for a Xena Disc lock service kit (£18 ish) Upon receipt of this order, we emailed the customer and explained that it was out of stock and the distributor was also out of stock and there would be a delay. At this time we were unsure of the time scale so offered a refund or asked if the customer would prefer to wait.

We have recently employed some new staff and if these messages did not reach me, I apologise. I will look into it. I ensure that I respond to any calls or messages in the quickest time possible, normally within a few hours.

We received an email a few days ago with no content whatsoever, simply this as the subject line: "Where is my order? Emails, phone calls, nothing. Fulfil my order or small claims court within 2 weeks"

I then canceled the order and informed the customer of my actions via email.

It proves that how ever hard you try to ensure everyone is happy, there may be someone who feels differently.

To all who have posted comments to support our reputation of excellent customer service & support, I thank you. It is greatly appreciated.

Sam Wray
Chainspeed Ltd

 

[NLC]

+1 for Sam. Love my Kathy's bags. Lighter than the panniers!

 

[Greg Masters]

I'd add that in my own dealings with Chainspeed they have been absolutely top drawer!

Recommended!!

Greg

 

[slow motion]

As a retailer myself I do understand when things dont seem to be going right.

However I have dealt with Chainspeed 3 times and am happy to say Sam answered my stupid questions about autocom problems, sorted my tank ring and supplied a map holder with speed , helpfullness and good nature.
My first port of call for bits would be chainspeed.
Take a bow Sam and your good lady.

 

[Aran]

I hope Sam does look into why staff did not act on previous emails and calls from me. Six weeks is a long time to remain in the dark without update.

Being ignored is unpleasant.

 

[tanneman]

A+

The guy is extremely helpfull. Helped me sort an audio problem on my Zumo 550 over the phone. You'll be hard pressed to find that sort of service in the UK every time you call a company with a problem. Sam @ Chainspeed is recomended

 

[pedro]

I can only agree with the others, I've had great service from chainspeed on the occasions that I have dealt with them and the Sam fellow has a tremendous amount of patience when dealing with ham fisted idiots such as myself.