In as much respect that I have for this website; reading and replying to web forums is not a part of my usual working day. However, as Sales Manager of Felt Bicycles, and at the end of a very long working day; it is pretty apparent that I need to try and make it into something of a habit following the disappointing feedback that our company has been handed in the last 24 hours.
Firstly, I take full responsibility for any customer who has an unexpected experience with this company and would like to publicly extend my sincere apologies to the purchaser of the Tk2 track bike. She is absolutely correct in her statement that she did not receive the information she wanted when she called our offices at 5.15pm last night and she was indeed politely advised by our controller that she needed to speak to a salesperson because he, as a financial controller, was unable to give her the answers to her questions. In the same vein, the staff at the shop from which the bike was purchased was absolutely correct in advising her that there was a delay in the ETA that she had been promised when the transaction was carried out. Hers is an extremely professional and reputable shop and they were quite right to point her in our direction for further clarification. After all, our dealers can only confirm information they are given. I would like to close this particular topic of conversation by indicating that I called the store manager this afternoon and asked him to pass on the same apology with an assurance that her bike will arrive here in our CA warehouse on the 10th February, and will be shipped within 24 hours of it’s appearance. She should, by now, have my contact information so she can confirm this personally.
On the same note, I can completely understand consumers’ frustrations in finding out that their new bicycle is not yet available, only to be told by their shop that there are further delays as the original ETA draws nearer. As a consumer myself, it would be ridiculous of me to close my eyes (and ears) and pretend these situations don’t exist. It is unfortunate that, on very few occasions, these issues are exacerbated by a perceived lack of communication somewhere between the supplier, the retailer and the consumer. Everyone within the industry has access to information regarding definitive and delayed supply times from vendors, together with a host of other information to help us assess whether or not we are going to meet our delivery deadlines. Unless this information is passed on to the consumer, and unless all of the intricacies of designing, spec’ing, building and delivering the end product is addressed and embraced by them; then it is highly unlikely that we are going to be excused for such times as there are such discrepancies - and nor do we expect to be.
Yes, Felt is a smaller company with an equally small staff, but we are absolutely committed to providing the same – if not better - professional service to our customers than that of our larger competitors. If you have a personal interest in Felt bicycles, then I invite you to contact me directly on 866-4FELTUSA, extension 227 and I will be glad to offer you the very same courtesy that is extended to all of our dealers.
Sincerely,
Beverly Lucas
Western Division Sales Manager
Felt Bicycles, LLC
Firstly, I take full responsibility for any customer who has an unexpected experience with this company and would like to publicly extend my sincere apologies to the purchaser of the Tk2 track bike. She is absolutely correct in her statement that she did not receive the information she wanted when she called our offices at 5.15pm last night and she was indeed politely advised by our controller that she needed to speak to a salesperson because he, as a financial controller, was unable to give her the answers to her questions. In the same vein, the staff at the shop from which the bike was purchased was absolutely correct in advising her that there was a delay in the ETA that she had been promised when the transaction was carried out. Hers is an extremely professional and reputable shop and they were quite right to point her in our direction for further clarification. After all, our dealers can only confirm information they are given. I would like to close this particular topic of conversation by indicating that I called the store manager this afternoon and asked him to pass on the same apology with an assurance that her bike will arrive here in our CA warehouse on the 10th February, and will be shipped within 24 hours of it’s appearance. She should, by now, have my contact information so she can confirm this personally.
On the same note, I can completely understand consumers’ frustrations in finding out that their new bicycle is not yet available, only to be told by their shop that there are further delays as the original ETA draws nearer. As a consumer myself, it would be ridiculous of me to close my eyes (and ears) and pretend these situations don’t exist. It is unfortunate that, on very few occasions, these issues are exacerbated by a perceived lack of communication somewhere between the supplier, the retailer and the consumer. Everyone within the industry has access to information regarding definitive and delayed supply times from vendors, together with a host of other information to help us assess whether or not we are going to meet our delivery deadlines. Unless this information is passed on to the consumer, and unless all of the intricacies of designing, spec’ing, building and delivering the end product is addressed and embraced by them; then it is highly unlikely that we are going to be excused for such times as there are such discrepancies - and nor do we expect to be.
Yes, Felt is a smaller company with an equally small staff, but we are absolutely committed to providing the same – if not better - professional service to our customers than that of our larger competitors. If you have a personal interest in Felt bicycles, then I invite you to contact me directly on 866-4FELTUSA, extension 227 and I will be glad to offer you the very same courtesy that is extended to all of our dealers.
Sincerely,
Beverly Lucas
Western Division Sales Manager
Felt Bicycles, LLC