getting annoyed!

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scittkit
Posts: 22
Joined: Sun Jan 20, 2008 7:46 pm

getting annoyed!

Post by scittkit »

I have e-mailed two different people ( John & Richard) and have had no response. I have been waiting a month and now I will try it this way. I need to buy the bottom part of the mount bracket. I have one that snapped. On another subject...does the Garmin 305 sensors and strap work when "G" ware is installed?
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racerfern
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Location: Baldwin, NY
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Re: getting annoyed!

Post by racerfern »

Two things:

1) John and Richard are two of the most responsive people that are totally commited to customer satisfaction. I think that is evident by other postings in these forums. I have no idea what happened but there must be some good explanation. They have always responded to my questions promptly. I suggest you give either of them a call. Both numbers are listed on the ibike website. Also, by chance do you have the bottom half of the mount that came with the wired cadence sensor. That one might fit.

2) The Garmin 305 sensors (both HR and GSC10 cad/sped) will work perfectly as long as you have the "G" firmware. Those are the sensors I use.
Fernando
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Re: getting annoyed!

Post by Site_Admin »

SkittKit, I personally took a freakin' holiday about two weeks ago and dragged John with me. We both got some serious sun and purposely took our time responding to calls. Now I've been pulled off of tech support to work on a special project. John is now manning the ship himself, completely, and until help arrives, you'll just have to be patient.

And now that I have my land line back, don't hesitate to contact me by phone so we can hash this out. To give you an idea of how far we go for personal service, I freakin' flew to Midland/Odessa last Friday to spend an afternoon with ONE customer, so he could get his unit working, and then teach the LBS how to pair and calibrate the iBike. I did the same thing on Sunday in FW. If you'll pay for it, I'll fly out there, and even skip my races so you can get the attention you deserve.
Velocomp
Velocomp CEO
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Joined: Fri Jan 11, 2008 8:43 am

Re: getting annoyed!

Post by Velocomp »

OUCH! We try to respond to emails as fast as we can but we're not perfect. To give you some idea of what we deal with: today I shut off my main computer at 8:15AM and turned it back on at 3:08PM. In that time period I received 78 emails.

We will be glad to send you a replacement part. Please email me at jhamann@velocomp.com and use the subject line "OUCH!". I will know what this means... :-)

The Garmin 305 sensors will work with the iBike if you have iBike G firmware installed.
John Hamann
Velocomp
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Re: getting annoyed!

Post by Velocomp »

FOLLOW-UP: John, I just checked my emails and found that you emailed me on May 19 at 7:35PM requesting a replacement horseshoe and inquiring about the iBike G firmware. I responded to you on May 20 at 7:52AM, asking for your shipping address and informing you that the Garmin sensor would work with the iBike G firmware.

I have no record of receiving a response from you after my May 20 email. Please check to be sure your spam filter isn't rejecting incoming emails.

As soon as we have a shipping address we will send the part.

Thanks
John Hamann
mlennox
Posts: 45
Joined: Sun Apr 20, 2008 8:23 pm

Re: getting annoyed!

Post by mlennox »

John and Rich.

1) Excellent customer support since purchasing my iAero. It's clear in dealings with both of you that you are truly committed to this product and your customers and that you are both extremely busy and perhaps having a tough time keeping up with the customer demand. Nice work.

2) Regarding the spare parts issue, I definitely like having spare parts for those items that are crucial and/or fragile. For instance I have several backup mounts for my Garmin 305/705 because I've broken that silly little tab many times, which when it happens means the Garmin either goes into your jersey pocket or ends up as road kill pretty fast. Anyway, would it be possible to have some of this stuff available through the iBike Store. Specifically the spare parts I would like to order are the a) the horseshoe fastener for the iBike mounts and b) the tadpole rubber spacers. Other parts that may be useful are the 2-sided sticky tape squares, battery door covers for the various pieces, etc.
Velocomp
Velocomp CEO
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Re: getting annoyed!

Post by Velocomp »

Marc:

Good suggestion. We'll look at adding an "accessories" section to the webstore.
John Hamann
scittkit
Posts: 22
Joined: Sun Jan 20, 2008 7:46 pm

was annoyed!

Post by scittkit »

Thanks for the response John and Richard. Everyone else, If you look at my past posts you will see I have praised their customer support many times. John, that was my second email and I never recieved a reply. It must have got lost in spam controls or something. I'm patient and don't mind waiting, just wanted a response. I am building my TT bike and snapped the horseshoe on the wired unit ( yes I still have a wired unit on one of three bikes). I apologize if I seem impatient, since recieving the iAero I am buzzing to check out my CDA's.

Ps...Your doing alot of "freaking" Richard! And next time you go on vacation leave me your hotel, room number and 24 hour phone number so I can call you at all times of the night.
Hyde
Posts: 7
Joined: Sun Mar 09, 2008 5:09 pm

Re: getting annoyed!

Post by Hyde »

I think the accessories section idea is a good one. I am happy that you guys are good at taking care of problems but hate to have to bother you for things like a replacement magnet ;) . Keep up the good work! Hyde
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