M5's Customer Service
Although I write a lot in my line of work (you might not know it form my grammatical errors!), I seldom take the time to compliment a company for service they have provided me, even if it's been really good. I feel compelled to make a note about the outstanding service M5 has provided me. Plus Iím very happy with the bicycle. Yes I purchased a very expensive bicycle but the lengths to which M5 has gone to make my experience a good one have been above and beyond what I expected. Presale support was excellent, but post sale support has been equally good if not better. I had some minor glitches Ė untrue wheel, assembly questions, etc. Each has been resolved in a timely manner. I was provided with specialty tools shipped 5,000 miles from the Netherlands to my Home in the USA (They even picked up the cost of shipping), a refund for the cost of repairing certain items here in the USA, and I was even offered phone service on their dime. I think itís important to note that if there were a dealer in my Home State with this product I would have preferred to go through a dealer. This was not an option for me, and for a manufacturer to provide this kind of service is practically unheard of. I have a local bike shop I frequent and they have been very helpful, and I feel good about spending my money in their store even when I could probably find a few items a few bucks cheaper online. Their advice and help has been worth far more than the few dollars I would have saved online. So this note is not intended to knock any dealers out there, itís just intended to compliment the outstanding service of M5. Until this year I had never heard of them, until June I had no previous contact with them. They took the time to answer my presale questions via Email; they had the product I wanted, so I bought it. And the best part of the deal was when Iíve had problems they have shown the concern to help me remedy them. I am sure there are other outstanding companies in this market, but I can only speak for those Iíve dealt with (Challenge was very helpful with presale questions as well) and M5ís service after the sale has been exceptional. I hope all M5 customers have been, and are treated as well.
I may have spoken too soon. I guess I was excited to be part of the recumbent world. Shortly after my comment about good service I recieved a bill from Federal Express for additional charges. Turns out nobody ever informed me of these charges and M5 who said the shipping was inclusive is now refusing to step up to the plate and honor their word. I paid $600 US and the actual shipping according to a Fed Ex rep was about $300. So they banked $300 profit off of my ignorance. I hope it's worth it to them. I've learned my lesson, buy from a local dealer and make sure you know exactly what you are getting for you money. I guess my good service prior to this invoice was based on the fact that they had gouged me so hard in shipping. Did they think I wouldn't find out? But what can you do? Some dealers are honest, some try to take advantage of you. It was my fault for wanting a bike I couldn't buy here. In the furture I'll make due with the best American Made product I can find.