Terrible service

Terrible service. My dad (Guy Wolff) purchased an electric bicycle from them, but the bike failed within 4000 km. They informed us that the warranty was no longer applicable. The salesperson was extremely impolite and horrendously arrogant. The French team member didn't allow us to complete our sentences and continuously interrupted us (we aren't fluent French speakers). The individual informed us that the other customers paid the repair costs (660€) without any dispute. This leads us to question how many clients they have treated in the same manner. In our viewpoint, a 4000€ bicycle shouldn't fail (engine failure) within 4000 kilometers. We penned a letter to the CEO of the company, but received no response. Terrible customer service. Furthermore, it's frustrating to think that a product of such significant value, such as a 4000€ bike, would have such a short lifespan. It suggests a lack of quality control or care for customer satisfaction. We felt dismissed and disregarded, as if our concerns were not important. This is not the kind of experience any customer should have to endure. The salesperson's demeanor was not only disrespectful but also unprofessional. It is expected that a company's representative should maintain a polite and understanding attitude towards their customers, regardless of their language proficiency or any other factors. The fact that our sentences were constantly interrupted only added to the discourteous treatment we received. The issue of the repair costs (660€) being paid without discussion by other customers was particularly alarming. It suggests a possible pattern of behaviour where customers are left to bear the brunt of the company's product failures. It raises serious questions about the company's business practices and ethics. Lastly, the lack of response from the CEO was the icing on the cake of this dreadful experience. When customers take the time to write to a company's CEO, it is because they believe in the importance of their concerns. Ignoring such correspondence is a clear sign of poor customer service, reinforcing our initial impression of this company. Simply put, the service was deplorable.

Date of experience: August 13, 2024