Such a bummer that they can't even be honest or offer me anything especially that I'm local and help build the trails they all ride! The products are great and cannot be faulted. You've already flagged this So far, I've called maybe 4-5 times with questions as little as which bash-guard they recommend to technical Skype calls with Jeff. Tried to contact customer services who after being on hold for 3.5 hours told me to go online and fill out a warranty form! I've purchased 2 x yts in last 2 years which touch wood have been ok, but ordered some bits off them a month ago an I've not received any goods or even had any tracking details. Delays, delays, delays. Intro. Picked up a Capra pro race 29er and absolutely love it. I was just fine with that, paid my bill, and sat back with anticipation. This is now something I do pretty much before every ride just as you would with a chain, and I've learned to love the e thirteen dropper post despite some previous hesitation. I'd sum it up as a very playful and very fun all-around bike.As for customer service, I give YT 5 stars and I cannot say enough good things about them! Customer service is appalling. I get they are direct to public so you can't expect the service of buying from a shop, however - hire an admin or two, temporarily if need be and respond to customers.There was little indication of such a backlog at hthe point of ordering. Don't buy a YT, the money you will "save" is never worth all the headaches you will get and the time you loose.Update: 4.11.2020 Today I got the bike back with the replacement chainstay.they forgot to send my dropper post back... Really bad customer service (at least in Germany). Once the show room opened up I was eager to make it down. This chainstay issue is a design failure / poor manufacturing which you will find on 2018 2019 and im sure that on the 2020 Shred and Al Base as well. Avoid this company! Showroom is rad. You feel totally scammed.
If you expect the bike to take months to arrive, simply state it before i part with my hard earned cash. It is a slow process in which you have no information. Additionally, YT has created an international sales structure with strong partners who share our philosophy and take care of the worldwide distribution and service of our bikes. 3 months later comes the worst: chainstay. I only know that the bike arrived to YT 6 weeks ago because of the DHL tracking, i would not even know if the bike is there. When I bought the decoy, his advice was impartial and he has helped me buy things from YT that have been brilliant.
to ship my bike back. Who knows. Customers service is non-existent. I have had to resort to reporting them to PayPal which they currently haven't replied to either.
But in fact it seems that they run their entire operation from China including maintenance and warranty. I have actually bought 2 bikes from them new and have another one bought second and think that they are fantastic value - hence I would really like to recommend them, BUT zero returns to email and never answering the phone is not acceptable in this day and age. The website estimated a September 7th ship date.
Zero chance on the phone no matter how patient you are. Every communication is hard work. Like the Capra, the Tues (pronounced, “two-ezzz”) has received stellar reviews, holding its own against significantly more expensive bikes. I was in the market for a new mountain bike when I heard about YT. Opened a service ticket for a faulty shock on a new bike on 13-sept as of today no response after 3 weeks.Tried to call but no response even after 15+ min waiting.Is this normal? But interestingly my YT online account still says 'The order is in process'! It took several emails (unanswered) and several hours on the phone, until, after 4 more weeks, my money was finally refunded. Many of the YT bikes were in back order, just like the rest of the industry. I ended up sourcing one at my own cost just so I could ride the bike ... Don't get me wrong, they are great bikes but if I was to look again I would never use YT. I get no replies from email atall, and the customer service line hangs you up after 20 mins.Please avoid.
I got a fast reply to my email with a shipping label, sent the bike back, and they dont answer phone calls or e-mails since then. So bike had to be returned to Germany (a lot of hassle) where it remains since 31st July. Wow, what a spot! They arranged a demo on the Capra and the Decoy which was second to none. The products are great and cannot be faulted. I was super stoked for this service YT's providing and Jeff is the perfect guy for this job!
Promises this company makes on customer service are unfortunately fake.Update:Got the bike back after 10 weeks. Missleading delivery times and no customer service. Amazing customer service from YT and especially James Lawrence for assisting me in making the right choices. Have since taken bike to showroom/ workshop in Guildford and received excellent customer service and personalised bike set up. Customers service is non-existent. Who knows.
Bought the YT jeffsy with the Jeffsy-specific bottle mount and water bottle.1.
If you do some research you can find hundreds of capra owners that had the same issue even 2 or 3 times and lots of horror stories about their customer service.
I dropped a few emails every now and then to confirm delivery status and always got a reply with 15 minutes of my sending time. Within the first 2-3 miles I felt super comfortable on this bike. I've sent multiple emails an tried calling them. Who knows. Not a word.
I noticed the bike would shift out of first gear (possibly my fault when I was putting on the handlebars/adjusting the levers) so I called up YT where they set me up with a one-on-one Skype call with Jeff the following morning. Whoooo! No customer service whatsoever. I got a fast reply to my email with a shipping label, sent the bike back, and they dont answer phone calls or e-mails since then. Who knows. I bought 2 capras from them. After 5 weeks of delay and no info, I cancelled my order, they promised full refund. Delays, delays, delays. They have had my bike for 8 weeks now, and still no clue on if/when it will ever be returned to me as I cannot get a response out of their workshop/customer service.Absolutely appalling customer service. Bad build quality of YT Decoy My 3rd YT but this time the quality of the build and packaging was terrible. He was friendly, courteous and kind. Told me to come in because it was ready for pickup and said give them a few days because it was being processed in the port, then when it was "ready for pickup" the bike wasent even assembled in Taiwan. I've sent multiple emails an tried calling them. Have now had my Capra for over 6 months and am happy with my purchase. Poor Service given then market is bouyant so margins should be good. I got a fast reply to my email with a shipping label, sent the bike back, and they dont answer phone calls or e-mails since then. If you expect the bike to take months to arrive, simply state it before i part with my hard earned cash. I've purchased 2 x yts in last 2 years which touch wood have been ok, but ordered some bits off them a month ago an I've not received any goods or even had any tracking details. YT has four e-bikes, two mullet-wheel bikes in the shape of the Decoy Pro Race and Decoy Comp. ", "I tried to post a review for this place a while back, right after I bought two…", "UNDERWHELMING ! Great bikes completely let down by truly sub standard warranty support.
Across the board YT Industries has offered a solid value on their direct-to-consumer bikes since they started, and this wallet-conscious “Base” build is no exception. No matter if the bikes are good, but when you don't get any information about your orders or help if you need it, it is simply unacceptable. Ordered my bike in august. Will i ever see anything or get a response? IPA on tap, Red Bull's to drink and sick bikes everywhere. Not a word.
No one answering the phone (tried to call them at least 20 times, waiting around 45 mintues at each occasion), no reply on my emails. I ordered a Jeffsy 29 Pro about 2 months ago, and with the pandemic I expected a lengthy wait.” in 4 reviews, “Have now had my Capra for over 6 months and am happy with my purchase.” in 2 reviews, “Check out the showroom and demo bikes for free before you buy your dream bike!” in 3 reviews, in Video Game Stores, Home Theatre Installation, Hobby Shops, Our products are sold exclusively online and are delivered directly from the manufacturer to the customer. Called the warehouse right as they opened to confirm they had what I wanted in stock. My chainstay of course cracked again about 6 months later. Best advice is avoid until they invest in a customer service department. The frame, the only bit that YT actually makes, is stuck in Germany.Lots of shiny marketing, and money spent on new showrooms but appalling support for paying customers. YT Industries Reviews 67 • Poor . I decided to call last week just to ask if that time frame was still looking good. In summary it took them SIX MONTHS! They are not a new set up like they want you to believe .. YT are known for creating amazing bikes but there customer service is terrible.