No can do Koga

[steveindenmark]

I have been searching around for a really nice touring bike for a while. I have a wad of cash burning a hole in my pocket and came across the Koga Signature bikes. A site where I can create my own touring bike, at a price.

I had a question which i wanted answering and so dropped Koga an e-mail.

I got an automated reply from Koga today which thanked me for my enquiry and stated that they hoped to reply to my e-mail within 3 weeks.

As far as I know Koga is not shut down for holidays. They are all there, working away. If I were ordering a bespoke bike where the frame had to be especially made, etc. I could understand having to wait a few months for the bike. But to wait 3 weeks for them to answer an e-mail is about the worst customer service I have ever heard of.

Imagine ordering a bike from them? I would be lucky to get it for a Christmas present.

Steve

 

[Lee_M]

makes my one week from qoroz seem quick

 

[fossyant]

There is such an invention as the telephone !

Far better to call.

 

[steveindenmark]

There is such an invention as the telephone !

Far better to call.

I followed that route before the e-mail.

Ten minutes waiting from Calling from Denmark to Holland without a reply. The administration costs could cost as much as the bike at this rate.

Steve

 

[P.H]

There is such an invention as the telephone !

Far better to call.

I wish people wouldn't keep posting this stock answer. It's an assumption that everyone is able to use the phone, that isn't the case.

 

[MacB]

I wish people wouldn't keep posting this stock answer. It's an assumption that everyone is able to use the phone, that isn't the case.

More importantly for me I want to have an e-mail chain as a record of things just in case. It has proved very useful a couple of times in the past and, as far as I'm concerned, if it's not in writing then it's not agreed.

 

[fossyant]

If you are getting a custom built bike, it's still far better to go in and see them. Someone has already said most frame builders are busy building, and not on the email.

I found it much quicker to phone Brian Rourkes than get an email back - far more helpful. If I was to order, I'd go down to the shop.

 

[MacB]

If you are getting a custom built bike, it's still far better to go in and see them. Someone has already said most frame builders are busy building, and not on the email.

I found it much quicker to phone Brian Rourkes than get an email back - far more helpful. If I was to order, I'd go down to the shop.

which is fine if they are close enough but even then I'd still want things in writing and I find keeping the same e-mail chain going for an entire order process works best for me. I still do the talking on the phone bit but would immediately summarise by e-mail and expect a reply acknowledging the detail or correcting it if I have got anything wrong.

 

[steveindenmark]

Bearing in mind I am in Denmark and Koga are in the Netherlands, a short drive down the road is not involved.

The Koga Signature bikes can be ordered online from parts that I assume Koga has on stock.

If I decide to select the components and then I have a question to ask of them, I can`t get through by phone and it takes up to 3 weeks to answer an e mail, it is a non starter.

I cannot see how any company can take 3 weeks to amswer an e mail unlestt the works is shut down for an annual holiday.

Steve

 

[Crankarm]

If you are getting a custom built bike, it's still far better to go in and see them. Someone has already said most frame builders are busy building, and not on the email.

I found it much quicker to phone Brian Rourkes than get an email back - far more helpful. If I was to order, I'd go down to the shop.

..... but a large outfit such as Kioga?

 

[Crankarm]

Bearing in mind I am in Denmark and Koga are in the Netherlands, a short drive down the road is not involved.

The Koga Signature bikes can be ordered online from parts that I assume Koga has on stock.

If I decide to select the components and then I have a question to ask of them, I can`t get through by phone and it takes up to 3 weeks to answer an e mail, it is a non starter.

I cannot see how any company can take 3 weeks to amswer an e mail unlestt the works is shut down for an annual holiday.

Steve

When you have bought your youring bike from else where send the CEO of Koga a nice pic of you on it, the chain of emails you wrote to his/her company trying to get info from them about their products with out success, and also a link to this thread and see what he/she has to say. Turning away customers with cash burning a hole in their pocket is not a successful buisness model. I think I emailed KOGA several years ago, again I didn't get a response either. They must be making so much money they can afford to turn buisness away.

 

[steveindenmark]

I sent another e mail to Koga explaining my disatifaction with having to wait 3 weeks for a reply. I explained that it would be quicker to cyle down from Denmark and discuss it in person and then cycle home, rather than wait for someone at Koga to turn a PC on. I also explained that I was sure that Thorn cycles would be quite happy to take £2500 off me, even if Koga were not.

I got a personal reply from Koga this morning. nice to know someone is actually reading the e mails as they come in.

I am not about to cut my nose off to spite my face and I really like the Koga bikes. I am pleased to see that a kick up the ar@e does produce results at Koga.

Steve

 

[Nigeyy]

Agreed.

"I know I didn't say pink with purple fade to you over the phone....."

More importantly for me I want to have an e-mail chain as a record of things just in case. It has proved very useful a couple of times in the past and, as far as I'm concerned, if it's not in writing then it's not agreed.

 

[snorri]

Hi Steveindenmark, I also had a problem with Koga, it was a few years back but your post certainly rang a bell with me. I can't remember the full details now, but it soon became clear Koga didn't want to be selling their bikes so I went elsewhere.
Still fancy a Koga though.

 

[GarminDave]

I have a Koga Signature, about four years old and 8,000 miles and I love it. I did the build on their site and they put the order through their local distributor whom all my communications were with.

If I were in the market again I'd go down the same route.

I hope your experience with Koga continues to improve and I'm sure you'll also love your new bike.

Later

Dave