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How do Propain stay in business?

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How do Propain stay in business?

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flag campfreddie
Posted: Feb 2, 2023 at 5:43 Quote
Sent them an email days ago asking for guidance regarding a bare frame order and likely delivery date (as it should surely be faster than a complete build).

I've read loads of horror stories about lack of communication and slipping delivery delays, but I figured these must be the disgruntled few (always easier to complain about something on the interwebs than a compliment).

Still no reply from them...

How does a (German) company survive with such utterly shocking customer service? Very bizarre.
flag Explodo
Posted: Feb 2, 2023 at 8:48 Quote
campfreddie wrote:
Sent them an email days ago asking for guidance regarding a bare frame order and likely delivery date (as it should surely be faster than a complete build).

I've read loads of horror stories about lack of communication and slipping delivery delays, but I figured these must be the disgruntled few (always easier to complain about something on the interwebs than a compliment).

Still no reply from them...

How does a (German) company survive with such utterly shocking customer service? Very bizarre.

They make a ton of profit on Propain accessories.
flag blamalamadingdong
O+
Posted: Feb 2, 2023 at 8:53 Quote
campfreddie wrote:
Sent them an email days ago asking for guidance regarding a bare frame order and likely delivery date (as it should surely be faster than a complete build).

I've read loads of horror stories about lack of communication and slipping delivery delays, but I figured these must be the disgruntled few (always easier to complain about something on the interwebs than a compliment).

Still no reply from them...

How does a (German) company survive with such utterly shocking customer service? Very bizarre.

customer service doesn't exist anymore. generally speaking, most companies are able to provide it in the early years and as a company grows the customer services starts to taper off as the volume increases.

i had the same experience with Cube (also a german company) i could not get a CS rep to tell me what size headset I had other than "it uses a standard size headset" and couldnt even get a response when i emailed them about suspension tuning ( i was looking for the tune on the fox x2 that is specced on their top model )
flag WestSlopeAdam
FL
Posted: Feb 2, 2023 at 9:33 Quote
The American branch was quick with communication when I ordered and let me know in advance any changes on build specs due to supply chain issues. No issues whatsoever in the entire purchasing or waiting process.
flag Elbarto14
Posted: Feb 2, 2023 at 14:15 Quote
It's not the brand that bad, its the individual behind the desk who's job it is to answer the 100 emails a day all asking the same thing. that person is probably only there for a pay cheque and could not care less otherwise.
flag NickBeans
Posted: Feb 10, 2023 at 1:55 Quote
Ring them. Email isn't great. Ask for Martin on the phone. Very helpful. Customer Service is odd at Propain to put it kindly.
flag bishopsmike
O+
Posted: Feb 10, 2023 at 8:12 Quote
You sent them an email "days ago"? How many days? What was your expectation for a response? Sending a single email days ago and not getting a response is pretty far from rare these days, not sure what made you start a rant post about it.
flag campfreddie
Posted: Feb 10, 2023 at 11:52 Quote
bishopsmike wrote:
You sent them an email "days ago"? How many days? What was your expectation for a response? Sending a single email days ago and not getting a response is pretty far from rare these days, not sure what made you start a rant post about it.

Over 10 days ago and no, I don't think that is common for customer service. It's crap. Pure and simple.

My expectation for a response?... a response... any response.

I was going to press the button on buying a frame and now I'm not, simply because I have no confidence in their customer service. If they can't be arsed to reply to a sales enquiry, what happens when/if I buy a frame/bike and need support.....
flag motardnoob
Posted: Mar 1, 2023 at 8:03 Quote
campfreddie wrote:
bishopsmike wrote:
You sent them an email "days ago"? How many days? What was your expectation for a response? Sending a single email days ago and not getting a response is pretty far from rare these days, not sure what made you start a rant post about it.

Over 10 days ago and no, I don't think that is common for customer service. It's crap. Pure and simple.

My expectation for a response?... a response... any response.

I was going to press the button on buying a frame and now I'm not, simply because I have no confidence in their customer service. If they can't be arsed to reply to a sales enquiry, what happens when/if I buy a frame/bike and need support.....

Have you tried contacting the Propain UK guys directly? They've got an insta as well now, and I know the guys are fairly active on it.
flag campfreddie
Posted: Mar 8, 2023 at 1:22 Quote
motardnoob wrote:
campfreddie wrote:
bishopsmike wrote:
You sent them an email "days ago"? How many days? What was your expectation for a response? Sending a single email days ago and not getting a response is pretty far from rare these days, not sure what made you start a rant post about it.

Over 10 days ago and no, I don't think that is common for customer service. It's crap. Pure and simple.

My expectation for a response?... a response... any response.

I was going to press the button on buying a frame and now I'm not, simply because I have no confidence in their customer service. If they can't be arsed to reply to a sales enquiry, what happens when/if I buy a frame/bike and need support.....

Have you tried contacting the Propain UK guys directly? They've got an insta as well now, and I know the guys are fairly active on it.

I wasn't looking to order for the UK (I'm in Europe). Still no reply. For sure, my enquiry could have gotten lost in the ether but it shouldn't. Life is too short, so I moved on to something else. It's a shame as the bikes look pretty good.
flag notyouraveragejoe84
Posted: Mar 8, 2023 at 2:51 Quote
Your not alone, it's been like that for many years. I was interested in buying a Spindrift in 2018 and emailed them enquiring about delivery, but never heard anything back. Went on to buy a Knolly as they can actually reply to customers emails.
flag motardnoob
Posted: Mar 8, 2023 at 7:01 Quote
campfreddie wrote:
motardnoob wrote:
campfreddie wrote:


Over 10 days ago and no, I don't think that is common for customer service. It's crap. Pure and simple.

My expectation for a response?... a response... any response.

I was going to press the button on buying a frame and now I'm not, simply because I have no confidence in their customer service. If they can't be arsed to reply to a sales enquiry, what happens when/if I buy a frame/bike and need support.....

Have you tried contacting the Propain UK guys directly? They've got an insta as well now, and I know the guys are fairly active on it.

I wasn't looking to order for the UK (I'm in Europe). Still no reply. For sure, my enquiry could have gotten lost in the ether but it shouldn't. Life is too short, so I moved on to something else. It's a shame as the bikes look pretty good.

Ah, sorry, saw the UK flag on your profile and assumed that was your location. Hope you got something sorted!
flag MT36
Posted: Mar 8, 2023 at 11:33 Quote
Because they are German and expect your science and engineering expertise to be on par with theirs, so you can independently solve your own problems, thank you very much.
kidding
flag Apo-Kourt
Posted: Sep 7, 2023 at 7:02 Quote
campfreddie wrote:
Sent them an email days ago asking for guidance regarding a bare frame order and likely delivery date (as it should surely be faster than a complete build).

I've read loads of horror stories about lack of communication and slipping delivery delays, but I figured these must be the disgruntled few (always easier to complain about something on the interwebs than a compliment).

Still no reply from them...

How does a (German) company survive with such utterly shocking customer service? Very bizarre.

I would advise you to call them. I have done so many times as it is more direct and they are always helpful (at least the German guys I’ve talked to)
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