Some of you might have read my thread about problems with my YT Decoy order, that's done and dusted, fast refund from YT and kudos to them for sorting that out so fast at what must be a very, very, very busy period for them.
Anyway, on that thread @Zimmerframe reminded me of the Thok MIG (I have a hazy memory of seeing a Ducati branded MIG on some website or something, but it was not on my radar as a potential emtb purchase), and with a little more research, I realised the MIG ticked almost all of the boxes on my requirements list, the main problem with it was it was from a DTC brand, which really put me off.
So I decided to call the UK Thok Point (UK rep, I guess?) and they didn't answer, which helped my growing bias against DTC brands. But, despite me not leaving a message, Emma from the TP (FC UP Sports) called me back later that day, in the evening and said she'd try to get me a bike within a week. I got two further messages on Sunday evening(!) saying that it's sorted, and we'd do the payment and other stuff in the morning. That all happened this morning and I've already had the DHL notification that my bike should be delivered on Thursday. Six days from making a single phone call.
The point behind my post is that nobody could ever expect the sublime level of customer service I've had from Thok and their representatives during the purchase process, but conversely, nobody wants the level of customer service I'd had from other DTC brands when trying to buy a bike.
So, I thought I'd share that, and a big thumbs up for Thok's sales process. I just hope the bike doesn't fall apart and cause me to throw me toys out of the pram again....
Anyway, on that thread @Zimmerframe reminded me of the Thok MIG (I have a hazy memory of seeing a Ducati branded MIG on some website or something, but it was not on my radar as a potential emtb purchase), and with a little more research, I realised the MIG ticked almost all of the boxes on my requirements list, the main problem with it was it was from a DTC brand, which really put me off.
So I decided to call the UK Thok Point (UK rep, I guess?) and they didn't answer, which helped my growing bias against DTC brands. But, despite me not leaving a message, Emma from the TP (FC UP Sports) called me back later that day, in the evening and said she'd try to get me a bike within a week. I got two further messages on Sunday evening(!) saying that it's sorted, and we'd do the payment and other stuff in the morning. That all happened this morning and I've already had the DHL notification that my bike should be delivered on Thursday. Six days from making a single phone call.
The point behind my post is that nobody could ever expect the sublime level of customer service I've had from Thok and their representatives during the purchase process, but conversely, nobody wants the level of customer service I'd had from other DTC brands when trying to buy a bike.
So, I thought I'd share that, and a big thumbs up for Thok's sales process. I just hope the bike doesn't fall apart and cause me to throw me toys out of the pram again....
