Terrible Customer Service - Great Bike
Asphalt ST arrived with bent rear rack. Emailed pics & no response. Called & got tech support to view the pics & they agreed that it was damaged at the manufacturer before it was placed in the box. Shipping label created in 2 days, but the replacement rack was never handed over to the shipper. After many unanswered emails, called customer support who assured that it was on the way; it was a lie. Called 2 days later when tracking showed no progress; more lies. Finally after 3 weeks of unanswered emails & phone calls & lies, emailed ultimatum: ship replacement rack now or deal with the FTC for warranty violation. Emailed answered immediately & it was shipped within hours. Don't know if this is incompetence or stupidity or both? Spend the extra money & buy from a bike shop dealer. Don't buy direct. UPDATE: Does anyone think that a timely response is 1 year later? This only confirms to me that nothing has changed.
By Rocket S.
Response from Mokwheel· Nov 12, 2024
Hello Rocket， Thank you for sharing your experience with us. We’re glad to hear you’re enjoying your Asphalt ST, but I’m truly sorry for the frustration caused by the delays and miscommunication regarding the replacement rack. Your experience has shown us where we need to improve, and I apologize for any inconvenience we may have caused along the way. We’re reviewing our processes to ensure situations like this are handled with more care and transparency. Timely and accurate communication with our customers is a priority, and your feedback will help us make meaningful improvements. We’re also reinforcing our shipping processes to prevent delays like those you experienced. Thank you for your patience as we worked to resolve this issue. If there’s anything more we can do to support you, please feel free to reach out—we’re here to help and committed to earning your trust. Warm regards, Mokwheel