Soul Wheels - A different perspective....

[dead_eye]

So I have read about wheels on this forum for about a year. I finally decided that I would buy a set of Soul wheels. I contacted Sean and told him what I wanted which was a set of 3.0 SL wheels with the 3.5 blade spokes and RED hubs. He told me $530 and he would let me know when they were ready so I could pay.

Five weeks later he sends me an invoice and I pay within the hour. A week after I paid for the wheel set, he shipped them. When they arrived, the were 3.0 SL with BLACK hubs. I contacted Sean and all he had to say was that it was overlooked and sorry. Now he won't return my emails.

If I pay for custom wheels with Red hubs, I don't think it is acceptable for him to send Black hubs and just say sorry. This is like ordering a Red car and the dealership giving you a black one and taking your money and saying sorry.

I am sure many will call me a troll or note my low post count, but I can gladly provide the emails between Sean and myself for any doubters.

[mmamalyga]

You say he hasn't returned your emails. How long has it been without hearing from him? I have done business with Sean and he has been excellent at returning emails and his customer service has been nothing but amazing. It's possible that if it has been a while that something is going on. I know there was a two week period when he did not return emails but it was because he was at the Taipei bike show and he did inform me of this beforehand (we were in the middle of a transaction at the time).

Did you pay extra for the red hubs?

[dead_eye]

He sent me the email about the hubs being overlooked and sorry, and I replied within 5 minutes of getting the email. That was 25 hours ago. Yes I paid for the 3.0sl so I could get red hubs. I could have gotten black hubs in the 3.0. I even paid extra to have the spokes for a 3.0 put in the 3.0sl hub.

[Crash716]

Are you seriously upset about it taking more than 25hrs to get a response?

I am not saying that he shouldn't take care of it, but you do realize he is on the opposite side of the world, and he is indeed the CEO essentially for Soul bikes. Every dealing I've ever had with him has been spot on.

Be a little more patient, I am sure he'll get back to you.

[WhyFi]

From a practical standpoint, how would you like to resolve this? Given shipping costs and transit times, I don't think that I'd want to send them back/be without them. I mean, I would be pissed about receiving neon green hubs, but I don't think that black hubs are going to look out of place on any bike.

[zazenzach]

lol 25 hours ago?

christ man have some patience. hes running an entire buisness, he doesnt sit around all day at his computer

[RUOkie]

I am sure many will call me a troll or note my low post count, but I can gladly provide the emails between Sean and myself for any doubters.

He sent me the email about the hubs being overlooked and sorry, and I replied within 5 minutes of getting the email. That was 25 hours ago. Yes I paid for the 3.0sl so I could get red hubs. I could have gotten black hubs in the 3.0. I even paid extra to have the spokes for a 3.0 put in the 3.0sl hub.

No, we will call you a troll for being obtuse, and thinking that not getting a response the same day is bad service.

[neneboricua]

He gets a lot of emails every day. Even if you replied within 5 minutes, there's no guarantee that he saw the email during his "email time" since right after he sent you the first email, he probably went on to another 70 waiting for him in his inbox. Give him a day or two to work through the log of emails. His reputation for customer service is well deserved. Give him a chance to make good.

neneboricua

[dead_eye]

If he's running a business, that's his problem. His business should be doing what he is paid to do.

I know he is on the other side of the world but the last I checked there were still work days over there and I would think that he would work in a 24 hour time span.

As for the solution, that is what I wanted to work out with him. I pro me that him saying sorry isn't the solution. I paid too much and waited too long for him to think sorry is the answer.

This is a great looking set of black wheels but that isn't what I paid for.

[dead_eye]

...

[MegaTom]

It took 5 weeks just to get an invoice and now you're upset that 25 hours have passed between emails?

Don't be an idiot.

[mmamalyga]

25 hours! Woah, dude I can't believe you didn't post this thread after waiting for 12 hours. You are truly a man of patience.

When I dealt with Sean, I slowly realized that he probably set a certain time aside every day to answer emails as all of his replies came at the same time every day (even if I replied 5 minutes after receiving a reply from him).

You say his business should be doing what he is paid to do.....that's what he does....builds and sells wheels. His job is not to sit by his computer and return emails all day. If he did that, you would not have any wheels in the first place.

I bet your face will be red when he replies shortly with an answer.

That being said if I was in your place, I wouldn't bother sending them back. I'd ask for a refund for the extra you paid for the red hub, maybe a t-shirt or something, and go out and enjoy the new wheels (They are amazing BTW)

[dead_eye]

It took 5 weeks just to get an invoice and now you're upset that 25 hours have passed between emails?

Don't be an idiot.

Not sure name calling is the most adult thing to do.

After the wait, I expected to get what I ordered.

[Munk69]

Wow, this is over the top.. Even by BF standards.


Some people are just terrible customers. This guy is one of them.

[dead_eye]

25 hours! Woah, dude I can't believe you didn't post this thread after waiting for 12 hours. You are truly a man of patience.

When I dealt with Sean, I slowly realized that he probably set a certain time aside every day to answer emails as all of his replies came at the same time every day (even if I replied 5 minutes after receiving a reply from him).

You say his business should be doing what he is paid to do.....that's what he does....builds and sells wheels. His job is not to sit by his computer and return emails all day. If he did that, you would not have any wheels in the first place.

I bet your face will be red when he replies shortly with an answer.

That being said if I was in your place, I wouldn't bother sending them back. I'd ask for a refund for the extra you paid for the red hub, maybe a t-shirt or something, and go out and enjoy the new wheels (They are amazing BTW)

I am sure you are right about him answering emails daily. I am not patient, but I do think I should get what I pay for. His business is building custom wheels, but mine aren't what I ordered. I'm not sure what the outcome will be, I have asked him for solutions.

[wrr1020]

I've dealt with Sean before and he's a stand up guy. I'm sure he'll take care of your issue. Although i agree with others that not receiving a reply in 25 hours is nothing to complain about. Don't forget that he builds the wheels himself and answers all of the emails personally. Give him time and he'll get back to you.

[MegaTom]

Not sure name calling is the most adult thing to do.

After the wait, I expected to get what I ordered.

Adult? Really? You have no room to speak about such things.

[climber7]

After the wait, I expected to get what I ordered.

we understand that, and it's a totally legitimate complaint. what's not, however, is that he hasn't replied within 25 hours. even if he normally sets aside time for emails every day, sometimes business emergencies disrupt people's normal schedules. give the man some time.

[Painful Chafe]

Not sure name calling is the most adult thing to do.

After the wait, I expected to get what I ordered.

I understand the frustration of waiting as long as you did and getting the wrong hubs. I would be hugely disappointed also. Give him another day and see what his response is. From a couple of emails I had with him and everything I've read, he is a stand up guy, but stretched thin. I'd be suprised if this wasn't resolved to your satisfaction.

[zazenzach]

If he's running a business, that's his problem. His business should be doing what he is paid to do.

I know he is on the other side of the world but the last I checked there were still work days over there and I would think that he would work in a 24 hour time span.

As for the solution, that is what I wanted to work out with him. I pro me that him saying sorry isn't the solution. I paid too much and waited too long for him to think sorry is the answer.

This is a great looking set of black wheels but that isn't what I paid for.

oh look, another self important Dbag

[dead_eye]

oh look, another self important Dbag

Oh look, a classy guy here!

It is important to get what you pay for.

[Adrianinkc]

Do you want a tissue ?

[2ndGen]

I agree. Truly a "different" perspective. Different as in "unreasonable".

Sean is cool people. He's going to totally address the issue.
But something tells me, you still won't be happy.

Just please be sure you come back and tell us how he rectifies the
situation and give him his due credit when he does (notice I said "when").



(Note: I am "not" a Soul Wheelset owner.)

Oh look, a classy guy here!

It is important to get what you pay for.

With all due respect, it's also important to be sapient & rational.







[Oh, and ibtl]

[MegaTom]

Oh look, a classy guy here!

It is important to get what you pay for.

You sling mud at a respected independent builder after 25 hours of not emailing you. Anything you have to say about class is irrelevant.

[TerranATG]

I can understand your situation. But I have sent emails and sometimes it will take several days to get a reply. Each time he has informed me that he was sorry because they are swamped with so many new orders. He is a good guy. Don't be hasty and judge too quickly. I'm sure it's just a misunderstanding and everything will get taken care of.