Origami Thoughts?
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Origami Thoughts?
So I was looking to buy an inexpensive folding bike to keep in the office, so I was reading through all of the posts and noticed a lot of people are happy with Origami bikes.
So doing a little more research, and when doing a google search for "origami bicycles", one of the top links is a thread on bike forums with the title "A very unpleasent experience with Origami Bicycle Company's ..."
So while I was 100% sure before that I was going to buy an origami bicycle, I am not so sure anymore. I am not trying to bash Origami, I just found it surprising that the top link (that is not affiliated with origami bikes) is a review about a not so pleasant experience with the company. I understand through that thread that the issue was resolved eventually, but I find it disconcerting that the first response, or first few responses were not to give 100% satisfaction of a product.
So I didn't know if that was just the past and things are different now. But I wanted to hear about people's experiences with Origami Bicycles. Not so much how you were treated when everything went smoothly. But how you were treated when something went wrong. Because I think you can tell more about a company with how they treat you when something goes wrong, more than when something is going smoothly.
I dont know if I am just spoiled by the companies that pride themselves in customer service. But bad customer service or even just mediocre service is a turn off.
So doing a little more research, and when doing a google search for "origami bicycles", one of the top links is a thread on bike forums with the title "A very unpleasent experience with Origami Bicycle Company's ..."
So while I was 100% sure before that I was going to buy an origami bicycle, I am not so sure anymore. I am not trying to bash Origami, I just found it surprising that the top link (that is not affiliated with origami bikes) is a review about a not so pleasant experience with the company. I understand through that thread that the issue was resolved eventually, but I find it disconcerting that the first response, or first few responses were not to give 100% satisfaction of a product.
So I didn't know if that was just the past and things are different now. But I wanted to hear about people's experiences with Origami Bicycles. Not so much how you were treated when everything went smoothly. But how you were treated when something went wrong. Because I think you can tell more about a company with how they treat you when something goes wrong, more than when something is going smoothly.
I dont know if I am just spoiled by the companies that pride themselves in customer service. But bad customer service or even just mediocre service is a turn off.
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Oy that was a long time ago. And, a long story.
I am happy to provide any any information you need, but I hope some of our owners will chime in.
I am happy to provide any any information you need, but I hope some of our owners will chime in.
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I had a quick look at the thread and I would agree with the original purchaser and complaint that the rust/corrosion was not acceptable and the supplier's response in not offering a full refund in the first instance was poor. I don't think it's that uncommon though. I was reading another thread on a different forum where a older stock model on clearance had come with some rust on minor parts and they too had to be pushed before collecting the bike and fully refunding. People simply don't expect to get a new bike with corrosion. I think there was also a thread on this site about a Tern model sold in Europe that had some corrosion and the buyer was unhappy about but didn't return it but felt the bike had lower quality components than he expected. My own experience of importing goods from China and inspecting them for a large company would say that when you get a container full of product some of the product at the bottom of the container in its cardboard box may get water in it and damp and that damp works away at the metal for perhaps 2-4 weeks in the container while in transit. Some may be protected by a plastic wrap but if the plastic wrap has been scuffed or broken water gets in. So it is no surprise to see most product is fine but 1 or 2 have suffered from water ingress. The supplier assumes they are all good and 99% of them are but a few might have already started to corrode. Supplier is surprised one bike is so heavily corroded when all bikes he has seen were fine without corrosion and suspects foul-play and maybe the end customer is not being honest or has left the bike out in the rain.
As someone who has worked in customer service it is my experience a small percentage of people are completely unreasonable, are never fair and operate at the fringe of acceptable behaviour.
I would add this forum posting to my overall view of Origami bikes for sure but it wouldn't cancel out a potential purchase of an Origami bike if that bike was the best spec and price for me and most people were very happy with that bike.
As someone who has worked in customer service it is my experience a small percentage of people are completely unreasonable, are never fair and operate at the fringe of acceptable behaviour.
I would add this forum posting to my overall view of Origami bikes for sure but it wouldn't cancel out a potential purchase of an Origami bike if that bike was the best spec and price for me and most people were very happy with that bike.
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So I was looking to buy an inexpensive folding bike to keep in the office, so I was reading through all of the posts and noticed a lot of people are happy with Origami bikes.
So doing a little more research, and when doing a google search for "origami bicycles", one of the top links is a thread on bike forums with the title "A very unpleasent experience with Origami Bicycle Company's ..."
So while I was 100% sure before that I was going to buy an origami bicycle, I am not so sure anymore. I am not trying to bash Origami, I just found it surprising that the top link (that is not affiliated with origami bikes) is a review about a not so pleasant experience with the company. I understand through that thread that the issue was resolved eventually, but I find it disconcerting that the first response, or first few responses were not to give 100% satisfaction of a product.
So I didn't know if that was just the past and things are different now. But I wanted to hear about people's experiences with Origami Bicycles. Not so much how you were treated when everything went smoothly. But how you were treated when something went wrong. Because I think you can tell more about a company with how they treat you when something goes wrong, more than when something is going smoothly.
I dont know if I am just spoiled by the companies that pride themselves in customer service. But bad customer service or even just mediocre service is a turn off.
So doing a little more research, and when doing a google search for "origami bicycles", one of the top links is a thread on bike forums with the title "A very unpleasent experience with Origami Bicycle Company's ..."
So while I was 100% sure before that I was going to buy an origami bicycle, I am not so sure anymore. I am not trying to bash Origami, I just found it surprising that the top link (that is not affiliated with origami bikes) is a review about a not so pleasant experience with the company. I understand through that thread that the issue was resolved eventually, but I find it disconcerting that the first response, or first few responses were not to give 100% satisfaction of a product.
So I didn't know if that was just the past and things are different now. But I wanted to hear about people's experiences with Origami Bicycles. Not so much how you were treated when everything went smoothly. But how you were treated when something went wrong. Because I think you can tell more about a company with how they treat you when something goes wrong, more than when something is going smoothly.
I dont know if I am just spoiled by the companies that pride themselves in customer service. But bad customer service or even just mediocre service is a turn off.
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As someone who has worked in customer service it is my experience a small percentage of people are completely unreasonable, are never fair and operate at the fringe of acceptable behaviour.
I would add this forum posting to my overall view of Origami bikes for sure but it wouldn't cancel out a potential purchase of an Origami bike if that bike was the best spec and price for me and most people were very happy with that bike.
I would add this forum posting to my overall view of Origami bikes for sure but it wouldn't cancel out a potential purchase of an Origami bike if that bike was the best spec and price for me and most people were very happy with that bike.
In the case of the thread, I don't think the original poster was unreasonable. They just didnt want to have to pay anything out of pocket for a mistake that wasnt their fault. Which I think is very reasonable. Why should they be out $60ish dollars?
And yes. I am not completely turned off because origami bikes seem like a good bike for the money. But customer service is important to me, so I just wanted to see what people's experiences are. Which I realize now that bikeforums may not be the best place to get objective feedback. It seems like the company posts here a lot and are friends with a lot of the members and are very protective of them.
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Also, the original poster of that thread didn't seem like a nasty customer. Reading their posts as compared to other posts in that thread, they actually seemed like one of the reasonable posters in that thread.
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Actually when I first found that thread, I was going to dismiss it as just one person's opinion and I was going to take it with a grain of salt because it was just one side of the story. But the owner of Origami bikes was posting on that thread too. And that was actually the more concerning part of the thread for me. I dismissed the other member's posts and just looked at Pinigis' posts.
First, What was concerning for me was that he insisted that he went beyond what was expected and refunded the return shipping charges. To me, this is not beyond what is normal and expected. Ebay, amazon, jenson, small bike shops online ALWAYS pays for return shipping if something was wrong with the item. So this is not beyond normal customer service. So to use that as an example of what they do when they do to go beyond normal service is concerning. Makes me wonder how low of a bar their normal customer service is.
Second, Pinigis kept posting that they refunded the full cost, when they didn't refund the original shipping. This is concerning for me because they were either trying to skew the perspective and cover it up to make it seem like they paid the cost of the bikes and the original shipping (Which seemed to work because there was one member who thought they did refund original shipping when they didnt), or they really felt like the original poster should have paid the original shipping on the defective bicycle. Both of which are concerning.
Third, it looks like Pinigis used the original poster's real name in the thread and dismissed the complaint as just venting by saying " Anyway, I hope that [you] feel vindicated in your venting." Any company that takes complaints as venting is very concerning to me. This was later edited out, but the fact that it even happened in the first place is very concerning.
Fourth, it looks like it took two months for the refund to finally come. While it may not seem like a big deal to some that they are out $60 for a couple of months, to some people that may be a big deal. I am concerned that issues or problems will take a long time to get resolved.
Fifth, in the whole thread, Pinigis never apologized or admitted that they should have handled that differently. Sometimes when I read reviews on Amazon, if there is a bad review from a user, but a company replies and says something like "We are sorry you were not satisfied. We will do everything in our power to make this right", then I feel better and I know that even if a problem arises, the company will try to fix it. But that didn't happen in that thread with origami. And even in my current thread, Pinigis posted and said that it was a long story and it was a long time ago. That to me seems very dismissive of a very real customer service issue. I would have been more assuaged if Pinigis wrote something like, "it was a long time ago, and we learned from our mistakes. We should have handled that differently. We offer full refund of the bikes and original shipping and return shipping" if something is wrong with the bicycles. But that didnt happen. So still concerning for me.
So while this may just be one person's bad experience with the company, how this was handled is concerning. And while it was an old thread, the fact that the owner of Origami bikes was dismissive of that thread and not even acknowledge that it was a legitimate experience is very concerning. They could have easily said that they felt sorry someone had an unpleasant experience But instead decided to dismiss it as something old and from along time ago.
First, What was concerning for me was that he insisted that he went beyond what was expected and refunded the return shipping charges. To me, this is not beyond what is normal and expected. Ebay, amazon, jenson, small bike shops online ALWAYS pays for return shipping if something was wrong with the item. So this is not beyond normal customer service. So to use that as an example of what they do when they do to go beyond normal service is concerning. Makes me wonder how low of a bar their normal customer service is.
Second, Pinigis kept posting that they refunded the full cost, when they didn't refund the original shipping. This is concerning for me because they were either trying to skew the perspective and cover it up to make it seem like they paid the cost of the bikes and the original shipping (Which seemed to work because there was one member who thought they did refund original shipping when they didnt), or they really felt like the original poster should have paid the original shipping on the defective bicycle. Both of which are concerning.
Third, it looks like Pinigis used the original poster's real name in the thread and dismissed the complaint as just venting by saying " Anyway, I hope that [you] feel vindicated in your venting." Any company that takes complaints as venting is very concerning to me. This was later edited out, but the fact that it even happened in the first place is very concerning.
Fourth, it looks like it took two months for the refund to finally come. While it may not seem like a big deal to some that they are out $60 for a couple of months, to some people that may be a big deal. I am concerned that issues or problems will take a long time to get resolved.
Fifth, in the whole thread, Pinigis never apologized or admitted that they should have handled that differently. Sometimes when I read reviews on Amazon, if there is a bad review from a user, but a company replies and says something like "We are sorry you were not satisfied. We will do everything in our power to make this right", then I feel better and I know that even if a problem arises, the company will try to fix it. But that didn't happen in that thread with origami. And even in my current thread, Pinigis posted and said that it was a long story and it was a long time ago. That to me seems very dismissive of a very real customer service issue. I would have been more assuaged if Pinigis wrote something like, "it was a long time ago, and we learned from our mistakes. We should have handled that differently. We offer full refund of the bikes and original shipping and return shipping" if something is wrong with the bicycles. But that didnt happen. So still concerning for me.
So while this may just be one person's bad experience with the company, how this was handled is concerning. And while it was an old thread, the fact that the owner of Origami bikes was dismissive of that thread and not even acknowledge that it was a legitimate experience is very concerning. They could have easily said that they felt sorry someone had an unpleasant experience But instead decided to dismiss it as something old and from along time ago.
Last edited by skadoosh; 05-18-18 at 05:54 AM.
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Actually when I first found that thread, I was going to dismiss it as just one person's opinion and I was going to take it with a grain of salt because it was just one side of the story. But the owner of Origami bikes was posting on that thread too. And that was actually the more concerning part of the thread for me. I dismissed the other member's posts and just looked at Pinigis' posts.
First, What was concerning for me was that he insisted that he went beyond what was expected and refunded the return shipping charges. To me, this is not beyond what is normal and expected. Ebay, amazon, jenson, small bike shops online ALWAYS pays for return shipping if something was wrong with the item. So this is not beyond normal customer service. So to use that as an example of what they do when they do to go beyond normal service is concerning. Makes me wonder how low of a bar their normal customer service is.
Second, Pinigis kept posting that they refunded the full cost, when they didn't refund the original shipping. This is concerning for me because they were either trying to skew the perspective and cover it up to make it seem like they paid the cost of the bikes and the original shipping (Which seemed to work because there was one member who thought they did refund original shipping when they didnt), or they really felt like the original poster should have paid the original shipping on the defective bicycle. Both of which are concerning.
Third, it looks like Pinigis used the original poster's real name in the thread and dismissed the complaint as just venting by saying " Anyway, I hope that [you] feel vindicated in your venting." Any company that takes complaints as venting is very concerning to me. This was later edited out, but the fact that it even happened in the first place is very concerning.
Fourth, it looks like it took two months for the refund to finally come. While it may not seem like a big deal to some that they are out $60 for a couple of months, to some people that may be a big deal. I am concerned that issues or problems will take a long time to get resolved.
Fifth, in the whole thread, Pinigis never apologized or admitted that they should have handled that differently. Sometimes when I read reviews on Amazon, if there is a bad review from a user, but a company replies and says something like "We are sorry you were not satisfied. We will do everything in our power to make this right", then I feel better and I know that even if a problem arises, the company will try to fix it. But that didn't happen in that thread with origami. And even in my current thread, Pinigis posted and said that it was a long story and it was a long time ago. That to me seems very dismissive of a very real customer service issue. I would have been more assuaged if Pinigis wrote something like, "it was a long time ago, and we learned from our mistakes. We should have handled that differently. We offer full refund of the bikes and original shipping and return shipping" if something is wrong with the bicycles. But that didnt happen. So still concerning for me.
So while this may just be one person's bad experience with the company, how this was handled is concerning. And while it was an old thread, the fact that the owner of Origami bikes was dismissive of that thread and not even acknowledge that it was a legitimate experience is very concerning. They could have easily said that they felt sorry someone had an unpleasant experience But instead decided to dismiss it as something old and from along time ago.
First, What was concerning for me was that he insisted that he went beyond what was expected and refunded the return shipping charges. To me, this is not beyond what is normal and expected. Ebay, amazon, jenson, small bike shops online ALWAYS pays for return shipping if something was wrong with the item. So this is not beyond normal customer service. So to use that as an example of what they do when they do to go beyond normal service is concerning. Makes me wonder how low of a bar their normal customer service is.
Second, Pinigis kept posting that they refunded the full cost, when they didn't refund the original shipping. This is concerning for me because they were either trying to skew the perspective and cover it up to make it seem like they paid the cost of the bikes and the original shipping (Which seemed to work because there was one member who thought they did refund original shipping when they didnt), or they really felt like the original poster should have paid the original shipping on the defective bicycle. Both of which are concerning.
Third, it looks like Pinigis used the original poster's real name in the thread and dismissed the complaint as just venting by saying " Anyway, I hope that [you] feel vindicated in your venting." Any company that takes complaints as venting is very concerning to me. This was later edited out, but the fact that it even happened in the first place is very concerning.
Fourth, it looks like it took two months for the refund to finally come. While it may not seem like a big deal to some that they are out $60 for a couple of months, to some people that may be a big deal. I am concerned that issues or problems will take a long time to get resolved.
Fifth, in the whole thread, Pinigis never apologized or admitted that they should have handled that differently. Sometimes when I read reviews on Amazon, if there is a bad review from a user, but a company replies and says something like "We are sorry you were not satisfied. We will do everything in our power to make this right", then I feel better and I know that even if a problem arises, the company will try to fix it. But that didn't happen in that thread with origami. And even in my current thread, Pinigis posted and said that it was a long story and it was a long time ago. That to me seems very dismissive of a very real customer service issue. I would have been more assuaged if Pinigis wrote something like, "it was a long time ago, and we learned from our mistakes. We should have handled that differently. We offer full refund of the bikes and original shipping and return shipping" if something is wrong with the bicycles. But that didnt happen. So still concerning for me.
So while this may just be one person's bad experience with the company, how this was handled is concerning. And while it was an old thread, the fact that the owner of Origami bikes was dismissive of that thread and not even acknowledge that it was a legitimate experience is very concerning. They could have easily said that they felt sorry someone had an unpleasant experience But instead decided to dismiss it as something old and from along time ago.
#9
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I had a quick look at the thread and I would agree with the original purchaser and complaint that the rust/corrosion was not acceptable and the supplier's response in not offering a full refund in the first instance was poor. I don't think it's that uncommon though. I was reading another thread on a different forum where a older stock model on clearance had come with some rust on minor parts and they too had to be pushed before collecting the bike and fully refunding. People simply don't expect to get a new bike with corrosion. I think there was also a thread on this site about a Tern model sold in Europe that had some corrosion and the buyer was unhappy about but didn't return it but felt the bike had lower quality components than he expected. My own experience of importing goods from China and inspecting them for a large company would say that when you get a container full of product some of the product at the bottom of the container in its cardboard box may get water in it and damp and that damp works away at the metal for perhaps 2-4 weeks in the container while in transit. Some may be protected by a plastic wrap but if the plastic wrap has been scuffed or broken water gets in. So it is no surprise to see most product is fine but 1 or 2 have suffered from water ingress. The supplier assumes they are all good and 99% of them are but a few might have already started to corrode. Supplier is surprised one bike is so heavily corroded when all bikes he has seen were fine without corrosion and suspects foul-play and maybe the end customer is not being honest or has left the bike out in the rain.
As someone who has worked in customer service it is my experience a small percentage of people are completely unreasonable, are never fair and operate at the fringe of acceptable behaviour.
I would add this forum posting to my overall view of Origami bikes for sure but it wouldn't cancel out a potential purchase of an Origami bike if that bike was the best spec and price for me and most people were very happy with that bike.
As someone who has worked in customer service it is my experience a small percentage of people are completely unreasonable, are never fair and operate at the fringe of acceptable behaviour.
I would add this forum posting to my overall view of Origami bikes for sure but it wouldn't cancel out a potential purchase of an Origami bike if that bike was the best spec and price for me and most people were very happy with that bike.
#10
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I read that same thread before I decided to buy an Origami Crane last summer. It was somewhat concerning, but the other positive threads outweighed it in my mind, plus what I felt was a good value--the bike, suitcase and trailer kit for $500. I can't speak to the OP's question of how I was treated wen something went wrong, because the transaction went well. I PM'ed Pinigis with a few questions and he responded. I ordered the bike and it arrived ahead of schedule and I have been pleased with it.
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If they admit no wrongdoing then that means that if I had that same problem, then they would handle it the same way. They would use my real name in forum threads and dismiss it as whining. They would take two months to fully refund my money. And probably only if I start a thread on bikeforums.
My mind isnt 100% made up that Origami customer service is bad. It was just obviously bad in that situation (I don't think anyone will doubt that). What is concerning is that they dont seem to want to admit that their handling of that situation was bad. And that is what is concerning. And makes me wonder if they learned anything from that.
Just a question though. Do you feel like you handled that thread correctly? If I get a bicycle with some issues is that how I will be treated? Or has customer service changed since that incident. Because if the company has changed their customer service and showed that they learned from their mistakes, then that is a big deal and will give me confidence in the customer service.
Last edited by skadoosh; 05-18-18 at 10:07 AM.
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To the OP: Not sure what to quote since you write so much, and so much negative nonsens. This is not a discussion group for costumer service, "can the IN be trusted" or anything else. You are asking for advice and you ignore the advice you get and keep going on and on about negative nonsens, doing the best you can to get some sorely needed atention and doing your best to ruin the reputation of a company you admit you know nothing about.
Plse stay on the topic and stop waisting our time!
Plse stay on the topic and stop waisting our time!
Last edited by StanSeven; 05-20-18 at 08:39 AM. Reason: Removed offensive comment
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To the OP: Not sure what to quote since you write so much, and so much negative nonsens. This is not a discussion group for costumer service, "can the IN be trusted" or anything else. You are asking for advice and you ignore the advice you get and keep going on and on about negative nonsens, doing the best you can to get some sorely needed atention and doing your best to ruin the reputation of a company you admit you know nothing about.
Plse stay on the topic and stop waisting our time!
Plse stay on the topic and stop waisting our time!
Was it asking if customer service has changed since that incident 5 years ago? Is that nonsense? I honestly want to know if customer service has changed because I feel like that situation was not handled well. And I want to know if I have an issue, is that how they are going to handle it, or has something changed? So please tell me, what is nonsense about asking if something has changed? If someone used to use performance enhancing drugs in the past, is it nonsense to wonder if they will still use performance enhancing drugs now or did they change?
Or was it when I showed what concerned me about how the owner of the company handled the situation? I am trying to explain what is concerning to me so that people can address it. How is that nonsense? I was just reiterating what happened to back up my points. Plus I did not make anything up or try to misconstrue the situation in the original post.
Was it saying that even though the original post was old, that it is still the first thing people see when they use google to search for origami bicycles? How is that nonsense? That is stating a fact. Try it yourself. Google "origami bicycles".
So please tell me what is nonsense? Let me know what you find so unreasonable or what doesn't make sense to you. Just so I won't "waist" your time.
Also, what am I doing to ruin the reputation of the company? Have I said anything that wasn't true about them? Please show me where I did that. And if I did, then I will apologize and admit my mistake. Also, I haven't said that the company or their customer service is bad. I just said that their customer service was bad in that situation (not refunding original shipping, using the customer's real name in the thread, dismissing a legitimate complaint as just venting, taking two months to refund the money). Unless you think doing all those things are perfectly reasonable and they did a really amazing customer service in that situation.
Last edited by skadoosh; 05-18-18 at 12:43 PM.
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I think coming here to whine endlessly about a 5-year-old thread is absurd. Go away.
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Actually there is. Just admitting that they didnt handle that situation well would reassure me. I never expect people or companies to be perfect. I know mistakes can be made. But what matters is what they do when something goes wrong. Without them admitting that they did something wrong means that they didn't think they did something wrong. It means that calling someone's real name in forums was not wrong. That saying they fully refunded the person when they didnt refund the shipping isnt wrong. That taking two months to refund everything wasnt wrong. That dismissing someones complains as venting isnt wrong.
If they admit no wrongdoing then that means that if I had that same problem, then they would handle it the same way. They would use my real name in forum threads and dismiss it as whining. They would take two months to fully refund my money. And probably only if I start a thread on bikeforums.
My mind isnt 100% made up that Origami customer service is bad. It was just obviously bad in that situation (I don't think anyone will doubt that). What is concerning is that they dont seem to want to admit that their handling of that situation was bad. And that is what is concerning. And makes me wonder if they learned anything from that.
It doesnt matter that it wasnt rust, that it was just zinc. The pictures on the website is not representative of the bike delivered. Again, the customer expected no "zinc galvanizing" when they bought the bike. Again, using that excuse does not show contrition. More excuses.If you really don't think it is a big deal, then you should put those pictures as part of the pictures on the website and just mention something like sometimes you will get bicycles with zinc galvanizing. If you dont then you know it is a big deal.
Just a question though. Do you feel like you handled that thread correctly? If I get a bicycle with some issues is that how I will be treated? Or has customer service changed since that incident. Because if the company has changed their customer service and showed that they learned from their mistakes, then that is a big deal and will give me confidence in the customer service.
If they admit no wrongdoing then that means that if I had that same problem, then they would handle it the same way. They would use my real name in forum threads and dismiss it as whining. They would take two months to fully refund my money. And probably only if I start a thread on bikeforums.
My mind isnt 100% made up that Origami customer service is bad. It was just obviously bad in that situation (I don't think anyone will doubt that). What is concerning is that they dont seem to want to admit that their handling of that situation was bad. And that is what is concerning. And makes me wonder if they learned anything from that.
It doesnt matter that it wasnt rust, that it was just zinc. The pictures on the website is not representative of the bike delivered. Again, the customer expected no "zinc galvanizing" when they bought the bike. Again, using that excuse does not show contrition. More excuses.If you really don't think it is a big deal, then you should put those pictures as part of the pictures on the website and just mention something like sometimes you will get bicycles with zinc galvanizing. If you dont then you know it is a big deal.
Just a question though. Do you feel like you handled that thread correctly? If I get a bicycle with some issues is that how I will be treated? Or has customer service changed since that incident. Because if the company has changed their customer service and showed that they learned from their mistakes, then that is a big deal and will give me confidence in the customer service.
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Paul Pinigis
Owner of Origami Bicycle Company
Paul Pinigis
Owner of Origami Bicycle Company
#19
Wheelnut
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#20
Wheelnut
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#21
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Thread Starter
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This thread has gotten way off track. I think people are missing the point I was trying to make. My main point in this whole thread is that customer service is a big part of how I choose businesses I deal with. And a big part of how I judge customer service is not how they handle when things go right (which is easy), but how they handle it when issues or problems arise. So, I was hoping to get feedback from customers who have had issues and if they were resolved. And since the owner of the company posts on these forums (and on this thread), I thought it would have been a great opportunity to see his side of this, but all I got was "that thread was so long ago", which doesn't really tell me much.
I am not trying to be combative. I really just want to know how you feel about this because I honestly don't know where you stand on this right now. I just want to know from the horse's mouth if you feel like you handled that customer service complaint well? I know you said that it would have been better to eat the shipping costs to avoid all of this. But is that because you don't like the bad publicity it caused? Or is it because you feel like you could have provided better customer service and eating the shipping cost is the right thing to do? I am only asking because with all the different posts on here, I still can't tell if you would do the same thing again. Or if things have changed and you would do things differently now. Like if I order something from you and there was rust like in the picture, would I have to eat the original shipping cost. How would that be handled today?
I am not trying to be combative. I really just want to know how you feel about this because I honestly don't know where you stand on this right now. I just want to know from the horse's mouth if you feel like you handled that customer service complaint well? I know you said that it would have been better to eat the shipping costs to avoid all of this. But is that because you don't like the bad publicity it caused? Or is it because you feel like you could have provided better customer service and eating the shipping cost is the right thing to do? I am only asking because with all the different posts on here, I still can't tell if you would do the same thing again. Or if things have changed and you would do things differently now. Like if I order something from you and there was rust like in the picture, would I have to eat the original shipping cost. How would that be handled today?
#22
Senior Member
There's a veritable treasure trove of information about Origami bikes on this forum alone. To search Google, grab the first result, then come here and bleat endlessly about it is trolling. That guy decided to pick a fight with Pinigis and it's stupid. You're welcome.
#23
Senior Member
You guys should look into discussing current bikes you actually like and are willing to buy. Seeking out a company which sells them at almost comically low prices, then posting multiple complaints about an issue he had with a buyer 5 years ago, is trolling. Maybe you'll be happy if Pinigis GIVES you a bike.
#24
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This thread has gotten way off track. I think people are missing the point I was trying to make. My main point in this whole thread is that customer service is a big part of how I choose businesses I deal with. And a big part of how I judge customer service is not how they handle when things go right (which is easy), but how they handle it when issues or problems arise. So, I was hoping to get feedback from customers who have had issues and if they were resolved. And since the owner of the company posts on these forums (and on this thread), I thought it would have been a great opportunity to see his side of this, but all I got was "that thread was so long ago", which doesn't really tell me much.
I am not trying to be combative. I really just want to know how you feel about this because I honestly don't know where you stand on this right now. I just want to know from the horse's mouth if you feel like you handled that customer service complaint well? I know you said that it would have been better to eat the shipping costs to avoid all of this. But is that because you don't like the bad publicity it caused? Or is it because you feel like you could have provided better customer service and eating the shipping cost is the right thing to do? I am only asking because with all the different posts on here, I still can't tell if you would do the same thing again. Or if things have changed and you would do things differently now. Like if I order something from you and there was rust like in the picture, would I have to eat the original shipping cost. How would that be handled today?
I am not trying to be combative. I really just want to know how you feel about this because I honestly don't know where you stand on this right now. I just want to know from the horse's mouth if you feel like you handled that customer service complaint well? I know you said that it would have been better to eat the shipping costs to avoid all of this. But is that because you don't like the bad publicity it caused? Or is it because you feel like you could have provided better customer service and eating the shipping cost is the right thing to do? I am only asking because with all the different posts on here, I still can't tell if you would do the same thing again. Or if things have changed and you would do things differently now. Like if I order something from you and there was rust like in the picture, would I have to eat the original shipping cost. How would that be handled today?
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Paul Pinigis
Owner of Origami Bicycle Company
Paul Pinigis
Owner of Origami Bicycle Company
#25
Wheelnut
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You guys should look into discussing current bikes you actually like and are willing to buy. Seeking out a company which sells them at almost comically low prices, then posting multiple complaints about an issue he had with a buyer 5 years ago, is trolling. Maybe you'll be happy if Pinigis GIVES you a bike.
also what does the price of the bicycles have anything to do with anything in this thread? Really. how?
The OP did not post multiple complaints, as you said he did. The OP was seeking clarification about how the customer service is now compared to how it was
handled 5 years ago. And seeking other people’s experiences. Was that complaining? I think not. The OP listed what he was concerned with how the original thread was handled. Again not complaining. Saying that it took the company two months to refund the money back is not a complaint. The OP asking how Pinigis feels about how he provided customer service is not complaining. Just because you probably complain a lot, doesn’t mean other people complain a lot.