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YT industry’s customer service

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YT industry’s customer service
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flag DHhedge
Posted: Jul 26, 2019 at 13:37 Quote
Hey pinkbike,

I am considering getting a YT tues. Judging by the numbers and reviews it seems like the right bike for me, however, a buddy of mine had a tues a couple years ago and when he had problems with it the customer service wasn’t the best. It wasn’t because they were rude or anything just it took a long time for anything to happen. Has that changed or is it still the case?

Thanks!
flag flylow
Posted: Jul 30, 2019 at 21:26 Quote
They were really responsive to me accidentally damaging a part on my bike and overnighting a replacement to me for free. Additionally, they were pretty cool when they had demo days up in Tahoe.
flag tomomlw
Posted: Aug 9, 2019 at 11:17 Quote
If you're still looking, I'm having a terrible time. My Capra Pro Race snapped after 3 months and they are hard to get hold off and telling me it's going to be over 2 months to sort a replacement (This timeline keeps slipping so I'll believe it when I see it). Great bikes but I wont buy one again, I think I'll stick to the bike shop where I can go an speak to someone about it!
flag DHhedge
Posted: Aug 10, 2019 at 9:30 Quote
just-gonna-send-it wrote:
They were really responsive to me accidentally damaging a part on my bike and overnighting a replacement to me for free. Additionally, they were pretty cool when they had demo days up in Tahoe.
That’s what I wanted to hear. Thanks!
flag DHhedge
Posted: Aug 10, 2019 at 9:31 Quote
tomomlw wrote:
If you're still looking, I'm having a terrible time. My Capra Pro Race snapped after 3 months and they are hard to get hold off and telling me it's going to be over 2 months to sort a replacement (This timeline keeps slipping so I'll believe it when I see it). Great bikes but I wont buy one again, I think I'll stick to the bike shop where I can go an speak to someone about it!
That’s exactly what I’m worried about. Thanks for your response!
flag Boozzz
Posted: Aug 13, 2019 at 3:13 Quote
I've had terrible service experience with them with my brand new Capra I bought in last season's Black Friday sale. Rode it once, discovered a severely misaligned rear end when I removed the wheel, so I sent it back right away. It took six months for them to sort, and a lot of pressure from my side to try and keep things moving. Luckily I was also out of country for that period, so at least I didn't miss any riding.

I'm back home now, got the bike back and just built it up, and now the rear end spacing is way off, 5 mm or so too wide. The wheels simply falls past the stops on the frame, and the swingarm deforms when I close the axle. Also, although better, it's still not perfectly aligned; there's a good tight spot when turning the axle.

I've just contacted them again with this new issue. Honestly, hope I can just send it back for a refund and be done with it and with YT.

This is YT Europe btw.
flag Lgibs
Posted: Jun 18, 2020 at 19:01 Quote
DHhedge wrote:
Hey pinkbike,

I am considering getting a YT tues. Judging by the numbers and reviews it seems like the right bike for me, however, a buddy of mine had a tues a couple years ago and when he had problems with it the customer service wasn’t the best. It wasn’t because they were rude or anything just it took a long time for anything to happen. Has that changed or is it still the case?

Thanks!

I’m gonna say good luck getting a bike that even shows in stock. They’ve been giving me the run around for a while now. Outlet bike that was new and instock.... and keep getting told it’s shipping that “today” . Idk how many “today’s” I can wait for before i just go get an bike from my LBS.
flag JeffsyChris
Posted: Jul 22, 2020 at 6:16 Quote
I am having a pretty terrible time with a YT frame problem on a 2018 Jeffsy. Where the main pivot bolt sits in the chainstay has worn out about 4mm bigger than the bolt head. YT are insisting it is down to lack of maintenance and want £400 to replace the chainstay and want to charge me for all shipping. The frame has been with them for a month, my initial service request was two months back now.
flag Dirtyriders
Posted: Jul 23, 2020 at 22:02 Quote
Dont buy from yt, i ordered a capra pro29, after mr michel prugner (yt reply slave) lied about the shipping date it finally arrives some weeks later.
They sent me the wrong bike a capra 27, so i conracted them and they rwplied fast and said i just needed to ship the bike back and ill get refound. 25days have past since they recieved the bike, i m still waiting for my money, they stopped replieing for 2weeks, i really dont know what to do except discouraging everyone to get a yt.
flag JeffsyChris
Posted: Jul 24, 2020 at 2:26 Quote
Maybe YT's job vacancies shed some light on their service shambles:

Customer Service Agent
Global Customer Service Manager
Workshop Coordinator

Maybe I should apply? Maybe they would actually respond to an internal email.
flag JeffsyChris
Posted: Jul 24, 2020 at 2:28 Quote
JeffsyChris wrote:
Maybe YT's job vacancies shed some light on their service shambles:

Customer Service Agent
Global Customer Service Manager
Workshop Coordinator

Maybe I should apply? Maybe they would actually respond to an internal email.

.....or the real challenge -

PR Coordinator UK
flag Struggleteam
O+
Posted: Jul 30, 2020 at 13:43 Quote
My rear hub took a crap on my 2019 Jeffsey Pro Race 29. Bikes 7 months old. I can't get a human on the phone or get a return call for a month now.This will be the last direct to consumer bike I buy. Lesson learned. I'm going through my local shop next time.
flag undescended
Posted: Jul 31, 2020 at 9:53 Quote
Struggleteam wrote:
My rear hub took a crap on my 2019 Jeffsey Pro Race 29. Bikes 7 months old. I can't get a human on the phone or get a return call for a month now.This will be the last direct to consumer bike I buy. Lesson learned. I'm going through my local shop next time.
Maybe ur going about it wrong... If you mean YT, I sent an email to San Clemente this morning and got a reply in an hour then called with a follow up question, answered in 3 rings and got my answer.
Contacting the components manufacturer directly is what most of us do. eThirteen Is extremely responsive and many times monitor the forums to offer their help!
flag Struggleteam
O+
Posted: Jul 31, 2020 at 16:49 Quote
Contacting yt for a warranty claim is going about it the wrong way? I have been Trying to contact yt for a month now. Gave up and filed a warranty claim through e-13 yesterday. However, I bought an I-9 hub so I can ride my damn bike again. Had to buy a new cassette as well. That 2 piece e-13 cassette was toast too. Bad design With the pinch bolt in my opinion.
flag undescended
Posted: Jul 31, 2020 at 17:09 Quote
I was surprised to learn eThirteen warranty’s the alloy part of the cassette for 5 yrs... get a new one of those while at it... d;o)
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