Hello everyone:
Well, Huffy bikes are back on my “nice” list. They replaced my old bike with a brand new one, after we learned that a manufacturing defect made my old bike unsafe to ride.
I am now the proud owner of a white bike with purple trim that works like a champ (the bike, not the trim). See what happens when you write a sentence that is ambiguous? Things get muddy very quickly.
Now if only my air conditioning was working like a champ!
Best,
Dr. Sheri
Hello everyone:
Well, I don’t know if Huffy bikes reads blogs but they emailed me yesterday, to offer me a new bike. We are working out the details. Will keep you posted.
This leads me to a very practical idea: It pays to complain. Your letter or phone call of complaint needs to be very pleasant and you should not threaten, but it is possible to get the job done.
Express yourself clearly and state what action you want taken. Make sure that you do not go over-board and do not attack the company or individual personally.
Keep the main thing the main thing. What is wrong? How can they make it right? Do you have anything you can compliment them on sincerely?
For example, I love my Huffy bike. It is pretty and (except for a major defect in the construction) has given me many hours of pleasure as I have ridden the bike in Cocoa Beach (in my condo parking lot, so it didn’t get dirty!). It is a beautiful baby blue and looks like I just bought it yesterday.
If I hadn’t gotten a flat tire (I wore the tire out, according to my bike guy), I would never have known that danger was lurking nearby (the front end could have snapped off, sending me head-over-heels into whatever was nearby).
When I called the company, I asked to speak to the supervisor of the man I had previously talked to. When she came on the line, I very clearly (and politely) told her what I wanted to have happen (replace the bike).
When she refused, saying that the engineers and lawyers had determined that the bike was safe, I politely asked her for a letter stating that they had decided (without actually examining the bike) that everything was fine AND that they agreed to pay any medical bills that resulted from the “catastrophic failure” of my bike.
She hedged. I insisted nicely. She hedged some more……..I insisted, firmly but politely. She said she would let me know. A few days later, I got a very nice email from someone else at the company, saying that they would replace the bike free of charge.
We are working out the details. I will let you know what happens in a future email. It pays to be nice, firm, and coherent in what you want or need from a business. [Did you notice a theme of politeness here?]
Best,
Dr. Sheri
Hello everyone:
A flat bike tire sent me scrambling to my local bike shop in Cocoa Village yesterday. The diagnosis was surprising. Not only had I worn our my back tire, which the bike man said was “impressive,” but I also had a problem that could end up as a “catastrophic failure” with my bike.
Basically, there was a part on my bike that could let loose and send me head-over-heels on my bike. He called Huffy Bikes for me. To no avail. I called Huffy Bikes, also to no avail. My bike guy, with 20 years of experience in repairing bikes, told me that the bike was unsafe to ride.
Two phone calls from both of us to Huffy later, we were informed that the Huffy lawyers and engineers felt the bike was safe to ride and they would do absolutely nothing to help. Key here is their desire to cover-their-backsides by a series of calls to their lawyers!!!!
I requested a letter stating the bike was safe and that Huffy would pay for any injuries resulting from the “catastrophic failure” and I heard……nothing.
I love riding my bike, which has now been put back together and which now has a new tire. However, I will NEVER buy another bike from Huffy. Please send this posting along to your friends, to warn them of the unsatisfactory service that Huffy provides to their customers.
What Huffy tale of woe would you like to share with others?
Best,
Dr. Sheri