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Anyone else notice a change in Planetbmx customer service?  RSS Feed

#1 2017-10-06 2:28pm

justlive
Pro MemberRemember remember the 80's forever
From: Virginia Beach, VA
Registered: 2009-04-12
Posts: 3601
Bikes: 7

Anyone else notice a change in Planetbmx customer service?

I love the place! Always have what you're looking for. But in the past if u asked a question you'd get a response right away. Lately it seems customer service is lacking a little. I had a question about a part a couple weeks ago and emailed them. I never heard back so after a few days I emailed flatlandfuel and got an immediate response to my question. They had the same part at the same price so I just bought it from them. I recently placed an order with planet and had a question afterwards. Emailed them and left a vm and still nothing. Doesn't take much time to respond. Just a little discouraging from a company that was always so proactive.


-"The only thing I'm good at is riding this bike"
-"I've come here to chew bubble gum and kick ass. And I'm all out of bubble gum"
-"Who's the fella that owns this shit hole"
-"As a Union Machinist that takes immense pride in his work and work ethic I want to totally motherf*ck you...but you're not a bad dude so I guess I'll just leave this instead" - Burning River
-"pound me in the ass Hutch pink" - IPD

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#2 2017-10-12 5:25pm

coloredtuffs
Pro Member
From: Jacksonville, FL
Registered: 2006-08-12
Posts: 4572
Bikes: 32
Website

Re: Anyone else notice a change in Planetbmx customer service?

Our customer service rep at PlanetBMX is Brian, and he does nothing but customer service all day! His email address is customerservice@planetbmx.com, and our phone number is 904-250-5090. Additionally, Brian has now started a Facebook Live Q&A session every evening starting around 5:30pm. Brian is in the building here 10 hours a day taking care of things, so I don’t know why you would not have received a fast response.


-Ed Ferri / PlanetBMX.com
Authorized dealer for: Haro, SE Racing, Skyway, Subrosa, MCS, Sunday, Cult, Stranger, Premium & Fairdale Bicycles, and Odyssey, Demolition, Shadow Conspiracy, Primo, Premium, Redline, Profile, Cult, Proper, Colony, Answer BMX parts and accessories!
We'll match or beat any other bike shop's price!

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#3 2017-10-13 4:18am

justlive
Pro MemberRemember remember the 80's forever
From: Virginia Beach, VA
Registered: 2009-04-12
Posts: 3601
Bikes: 7

Re: Anyone else notice a change in Planetbmx customer service?

coloredtuffs wrote:

Our customer service rep at PlanetBMX is Brian, and he does nothing but customer service all day! His email address is customerservice@planetbmx.com, and our phone number is 904-250-5090. Additionally, Brian has now started a Facebook Live Q&A session every evening starting around 5:30pm. Brian is in the building here 10 hours a day taking care of things, so I don’t know why you would not have received a fast response.

Not sure either? Finally received an email response this past Tuesday 10/9. From both Brian and Adam. But even though it took awhile they were both very helpful and apologetic. I was never worried about receiving my items as I've bought from u many times and they were always on time. But I will add this bit of advice. The first rule of good customer service is listening to the customer. Not getting on the defensive each time there's an issue. I've seen other posts on here (and they're all archived) complaining about the lack of communication and every time u respond, instead of simply apologizing for the delay and offering to personally rectify the situation, u go on the defensive and try to plead your case by listing your daily routine, your staff, how many calls they take etc etc. There's no need for the extra wink But thank u for the FB info I'm sure that will definitely help deter any future problems smile


-"The only thing I'm good at is riding this bike"
-"I've come here to chew bubble gum and kick ass. And I'm all out of bubble gum"
-"Who's the fella that owns this shit hole"
-"As a Union Machinist that takes immense pride in his work and work ethic I want to totally motherf*ck you...but you're not a bad dude so I guess I'll just leave this instead" - Burning River
-"pound me in the ass Hutch pink" - IPD

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#4 2017-10-13 4:25am

troynlori
Pro Member"Pedal Peddler"
From: Virginia Beach, VA
Registered: 2009-11-22
Posts: 11230
Bikes: 11
For Sale: 95

Re: Anyone else notice a change in Planetbmx customer service?

Everyone has their strengths and weaknesses, but the shear number of threads on this topic area strongly suggest that customer service is not a strength of Coloredtuffs.  Probably everyone of these threads are followed up eventually with the right answer, concern and explanation, from the owner himself personally.  Doesn't seem to be for lack of concern, but you can't deny the situation, good reason or not.  The explanation might be making seem as if the fact is unrealized.

And don't get me wrong, I like colored tuffs.  Just like my brother in Jacksonville who never calls me back.  lol


Hutch Fun Facts: All main line Hutch's with digits only S/N (no letters or baseballs) on the rear drop outs were US made and had their dropouts stamped between late '83 and '86.  Obviously the frame manufacture would occur slightly after that, even if they just threw 'em in a bucket randomly.  There is an obvious date code in that the first 2 digits seem to be the month and the 3rd digit is pretty obviously the last digit of the year running from '83-'86.

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#5 2017-10-13 4:43am

justlive
Pro MemberRemember remember the 80's forever
From: Virginia Beach, VA
Registered: 2009-04-12
Posts: 3601
Bikes: 7

Re: Anyone else notice a change in Planetbmx customer service?

troynlori wrote:

Everyone has their strengths and weaknesses, but the shear number of threads on this topic area strongly suggest that customer service is not a strength of Coloredtuffs.  Probably everyone of these threads are followed up eventually with the right answer, concern and explanation, from the owner himself personally.  Doesn't seem to be for lack of concern, but you can't deny the situation, good reason or not.  The explanation might be making seem as if the fact is unrealized.

And don't get me wrong, I like colored tuffs.  Just like my brother in Jacksonville who never calls me back.  lol

Lol good one Troy wink

And I agree!


-"The only thing I'm good at is riding this bike"
-"I've come here to chew bubble gum and kick ass. And I'm all out of bubble gum"
-"Who's the fella that owns this shit hole"
-"As a Union Machinist that takes immense pride in his work and work ethic I want to totally motherf*ck you...but you're not a bad dude so I guess I'll just leave this instead" - Burning River
-"pound me in the ass Hutch pink" - IPD

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#6 2017-10-13 7:26am

coloredtuffs
Pro Member
From: Jacksonville, FL
Registered: 2006-08-12
Posts: 4572
Bikes: 32
Website

Re: Anyone else notice a change in Planetbmx customer service?

I'm sorry if I've come off as defensive. It's only because we really do try hard to make sure that our customers are taken care of. I take my business very serious, and every issue that may come up I take in full consideration, and share it with my staff. We are always trying to improve. Whenever we do hear a complaint, it bums me out because I do know how hard my guys work here. We really are trying our best to improve communication here. Honest.


-Ed Ferri / PlanetBMX.com
Authorized dealer for: Haro, SE Racing, Skyway, Subrosa, MCS, Sunday, Cult, Stranger, Premium & Fairdale Bicycles, and Odyssey, Demolition, Shadow Conspiracy, Primo, Premium, Redline, Profile, Cult, Proper, Colony, Answer BMX parts and accessories!
We'll match or beat any other bike shop's price!

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#7 2017-10-13 7:52am

TuRBo Todd
Pro Member
From: W. MI, Azusa and Secret Cycles
Registered: 2008-11-20
Posts: 1714
Bikes: 11

Re: Anyone else notice a change in Planetbmx customer service?

^^Well said, Ed. Our bike shop is the same way. For any business, you're only as good as your worst employee....


If it's got two wheels, jump it.

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#8 2017-10-13 9:07am

Kurt_Rad
Pro MemberBMX Museum Role Model
From: Here
Registered: 2011-01-10
Posts: 27488
Bikes: 49
For Sale: 8
Website

Re: Anyone else notice a change in Planetbmx customer service?

coloredtuffs wrote:

I'm sorry if I've come off as defensive. It's only because we really do try hard to make sure that our customers are taken care of. I take my business very serious, and every issue that may come up I take in full consideration, and share it with my staff. We are always trying to improve. Whenever we do hear a complaint, it bums me out because I do know how hard my guys work here. We really are trying our best to improve communication here. Honest.

Hey while I've got you here...do you guys ship to Canada?


Until I experience one first hand I will continue to believe that "barn finds" are a hoax

Wanted: Always looking for midschool stuff.

[img]http://uploads.bmxmuseum.com/user-images/56126/img_053859d1cd019a.png[/img]

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#9 2017-10-13 9:28am

coloredtuffs
Pro Member
From: Jacksonville, FL
Registered: 2006-08-12
Posts: 4572
Bikes: 32
Website

Re: Anyone else notice a change in Planetbmx customer service?

Kurt_Rad wrote:

coloredtuffs wrote:

I'm sorry if I've come off as defensive. It's only because we really do try hard to make sure that our customers are taken care of. I take my business very serious, and every issue that may come up I take in full consideration, and share it with my staff. We are always trying to improve. Whenever we do hear a complaint, it bums me out because I do know how hard my guys work here. We really are trying our best to improve communication here. Honest.

Hey while I've got you here...do you guys ship to Canada?

Yes, we sure do.


-Ed Ferri / PlanetBMX.com
Authorized dealer for: Haro, SE Racing, Skyway, Subrosa, MCS, Sunday, Cult, Stranger, Premium & Fairdale Bicycles, and Odyssey, Demolition, Shadow Conspiracy, Primo, Premium, Redline, Profile, Cult, Proper, Colony, Answer BMX parts and accessories!
We'll match or beat any other bike shop's price!

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#10 2017-10-13 9:31am

Kurt_Rad
Pro MemberBMX Museum Role Model
From: Here
Registered: 2011-01-10
Posts: 27488
Bikes: 49
For Sale: 8
Website

Re: Anyone else notice a change in Planetbmx customer service?

coloredtuffs wrote:

Kurt_Rad wrote:

coloredtuffs wrote:

I'm sorry if I've come off as defensive. It's only because we really do try hard to make sure that our customers are taken care of. I take my business very serious, and every issue that may come up I take in full consideration, and share it with my staff. We are always trying to improve. Whenever we do hear a complaint, it bums me out because I do know how hard my guys work here. We really are trying our best to improve communication here. Honest.

Hey while I've got you here...do you guys ship to Canada?

Yes, we sure do.

Excellent. Heading to the website now smile


Until I experience one first hand I will continue to believe that "barn finds" are a hoax

Wanted: Always looking for midschool stuff.

[img]http://uploads.bmxmuseum.com/user-images/56126/img_053859d1cd019a.png[/img]

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#11 2017-10-13 9:47am

Dirty Habits
Pro MemberDirty Cock
From: Red Light District
Registered: 2008-11-10
Posts: 16393
Bikes: 38

Re: Anyone else notice a change in Planetbmx customer service?

Kurt_Rad wrote:

coloredtuffs wrote:

Kurt_Rad wrote:


Hey while I've got you here...do you guys ship to Canada?

Yes, we sure do.

Excellent. Heading to the website now smile

What about Mexico or Columbia?  smile


[img]http://uploads.bmxmuseum.com/user-images/22838/picmonkey-collage.jpg1_zpshb1zawse595ac8a641-830x100595acd4bd3.jpg[/img]
I asked God for a bike, but I know God doesn't work that way. So I stole a bike and asked for forgiveness............-Emo Philips

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#12 2017-10-13 12:24pm

justlive
Pro MemberRemember remember the 80's forever
From: Virginia Beach, VA
Registered: 2009-04-12
Posts: 3601
Bikes: 7

Re: Anyone else notice a change in Planetbmx customer service?

coloredtuffs wrote:

I'm sorry if I've come off as defensive. It's only because we really do try hard to make sure that our customers are taken care of. I take my business very serious, and every issue that may come up I take in full consideration, and share it with my staff. We are always trying to improve. Whenever we do hear a complaint, it bums me out because I do know how hard my guys work here. We really are trying our best to improve communication here. Honest.

Thank u for this post Ed. I understand how stressful it can be. That no matter how hard u try you'll never be able to make everyone happy. And I do know that's what u strive for.  And I hope my original post didnt come off as me bashing u but more like just a simple concern. It's open/positive dialogue like this that makes for a strong business/customer relationship. I know myself as well as many others here appreciate what u do for the bmx community. See u next week with another order! smile

Last edited by justlive (2017-10-13 12:25pm)


-"The only thing I'm good at is riding this bike"
-"I've come here to chew bubble gum and kick ass. And I'm all out of bubble gum"
-"Who's the fella that owns this shit hole"
-"As a Union Machinist that takes immense pride in his work and work ethic I want to totally motherf*ck you...but you're not a bad dude so I guess I'll just leave this instead" - Burning River
-"pound me in the ass Hutch pink" - IPD

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#13 2017-10-13 1:24pm

Dirty Habits
Pro MemberDirty Cock
From: Red Light District
Registered: 2008-11-10
Posts: 16393
Bikes: 38

Re: Anyone else notice a change in Planetbmx customer service?

Dirty Habits wrote:

Kurt_Rad wrote:

coloredtuffs wrote:


Yes, we sure do.

Excellent. Heading to the website now smile

What about Mexico or Columbia?  smile

HELLO!  hmm


[img]http://uploads.bmxmuseum.com/user-images/22838/picmonkey-collage.jpg1_zpshb1zawse595ac8a641-830x100595acd4bd3.jpg[/img]
I asked God for a bike, but I know God doesn't work that way. So I stole a bike and asked for forgiveness............-Emo Philips

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#14 2017-10-13 3:03pm

Kurt_Rad
Pro MemberBMX Museum Role Model
From: Here
Registered: 2011-01-10
Posts: 27488
Bikes: 49
For Sale: 8
Website

Re: Anyone else notice a change in Planetbmx customer service?

Dirty Habits wrote:

Dirty Habits wrote:

Kurt_Rad wrote:


Excellent. Heading to the website now smile

What about Mexico or Columbia?  smile

HELLO!  hmm

Go back to Columbia mad


Until I experience one first hand I will continue to believe that "barn finds" are a hoax

Wanted: Always looking for midschool stuff.

[img]http://uploads.bmxmuseum.com/user-images/56126/img_053859d1cd019a.png[/img]

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#15 2017-10-13 4:04pm

knightindullarmor
Pro Member
From: Littleton colorado
Registered: 2009-03-31
Posts: 1330
For Sale: 22

Re: Anyone else notice a change in Planetbmx customer service?

Kurt_Rad wrote:

Dirty Habits wrote:

Dirty Habits wrote:


What about Mexico or Columbia?  smile

HELLO!  hmm

Go back to Columbia mad

Before you get on that flight drink some of that Mexican water. lol


Things im looking for:  AUBURN BARS, 2014 GT SPEED SERIES CARBON, GT SPEED SERIES 24 DECAL (RECALL VERSION),  GT ALUMINUM SERIES XL DECALS, SPIN THUG RIMS, CLEM TWIN CRANKS/HUBS,  FISHBONE KONG FU OR NINJA, GT HE MAN PEDALS, DUAL SIDE DRIVE HUB (LHD/RHD)

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#16 2017-10-13 9:00pm

Dirty Habits
Pro MemberDirty Cock
From: Red Light District
Registered: 2008-11-10
Posts: 16393
Bikes: 38

Re: Anyone else notice a change in Planetbmx customer service?

knightindullarmor wrote:

Kurt_Rad wrote:

Dirty Habits wrote:


HELLO!  hmm

Go back to Columbia mad

Before you get on that flight drink some of that Mexican water. lol

Tequila!!!! YES!!!! cool


[img]http://uploads.bmxmuseum.com/user-images/22838/picmonkey-collage.jpg1_zpshb1zawse595ac8a641-830x100595acd4bd3.jpg[/img]
I asked God for a bike, but I know God doesn't work that way. So I stole a bike and asked for forgiveness............-Emo Philips

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#17 2017-10-16 8:37pm

BenderOG
Pro Member
From: Fargo, ND
Registered: 2012-08-19
Posts: 152
For Sale: 12

Re: Anyone else notice a change in Planetbmx customer service?

Maybe your spam filter tossed the responses into your junk mail folder?

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#18 2017-10-19 4:46pm

teachbmxcharlie
Pro Member
From: Smithtown, NY
Registered: 2009-07-12
Posts: 3100

Re: Anyone else notice a change in Planetbmx customer service?

Just got a set of red Tuffwheels with the cassette hub and couldn't be happier with the experience shopping @Planetbmx. Great price, fast shipping and excellent communication. thanks ed and gang.

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#19 2017-10-20 6:23am

coloredtuffs
Pro Member
From: Jacksonville, FL
Registered: 2006-08-12
Posts: 4572
Bikes: 32
Website

Re: Anyone else notice a change in Planetbmx customer service?

teachbmxcharlie wrote:

Just got a set of red Tuffwheels with the cassette hub and couldn't be happier with the experience shopping @Planetbmx. Great price, fast shipping and excellent communication. thanks ed and gang.

Thanks Charlie! How’s things in Smithtown lately? It’s been awhile since I’ve been back home there....


-Ed Ferri / PlanetBMX.com
Authorized dealer for: Haro, SE Racing, Skyway, Subrosa, MCS, Sunday, Cult, Stranger, Premium & Fairdale Bicycles, and Odyssey, Demolition, Shadow Conspiracy, Primo, Premium, Redline, Profile, Cult, Proper, Colony, Answer BMX parts and accessories!
We'll match or beat any other bike shop's price!

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#20 2017-10-20 7:38am

glenn1011
Pro Member
From: Beaumont, Alberta, Canada
Registered: 2006-08-05
Posts: 3317
Bikes: 14
Website

Re: Anyone else notice a change in Planetbmx customer service?

Kurt_Rad wrote:

coloredtuffs wrote:

Kurt_Rad wrote:


Hey while I've got you here...do you guys ship to Canada?

Yes, we sure do.

Excellent. Heading to the website now smile

Kurt I have used them quite a bit with no issues at all. The only thing I would add, is that it would be great if guys like Ed or anyone in the US for that matter used USPS for shipping instead of FedEx, UPS, ect......... You often get killed on duty with the courier companies, but not so much with regular mail.


Old school Sherwood Park.

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#21 2017-10-20 7:54am

BFergie
Pro Member
From: CT
Registered: 2008-06-30
Posts: 715
For Sale: 7

Re: Anyone else notice a change in Planetbmx customer service?

I would not say I'm a regular but had to call about a month ago. Early order around 9 am. Was greeted by what seemed to be a younger man. (Hey I'm 70!). He was polite and helpful in ordering a set of cranks and pedals.
After getting off the phone, I thought, now that's customer service. The way it should always be. Having spent 50+ years in that profession that is great pr from me. Not saying everyone will agree but that's my recent trip. Five Stars Planet BMX!
Bob


Buy American When Possible We Need The Business!

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#22 2017-10-21 4:02pm

coloredtuffs
Pro Member
From: Jacksonville, FL
Registered: 2006-08-12
Posts: 4572
Bikes: 32
Website

Re: Anyone else notice a change in Planetbmx customer service?

BFergie wrote:

I would not say I'm a regular but had to call about a month ago. Early order around 9 am. Was greeted by what seemed to be a younger man. (Hey I'm 70!). He was polite and helpful in ordering a set of cranks and pedals.
After getting off the phone, I thought, now that's customer service. The way it should always be. Having spent 50+ years in that profession that is great pr from me. Not saying everyone will agree but that's my recent trip. Five Stars Planet BMX!
Bob

Thanks Bob! I appreciate hearing that! That would have been Brian answering the phone. He’s retired Navy, and a great guy! And he knows his BMX stuff!


-Ed Ferri / PlanetBMX.com
Authorized dealer for: Haro, SE Racing, Skyway, Subrosa, MCS, Sunday, Cult, Stranger, Premium & Fairdale Bicycles, and Odyssey, Demolition, Shadow Conspiracy, Primo, Premium, Redline, Profile, Cult, Proper, Colony, Answer BMX parts and accessories!
We'll match or beat any other bike shop's price!

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