All reviews of Dan C.
Review about: Himiway
Electric step through bike
Before ordering called to make sure I could get through to someone in the company in case I had any warranty issues. $1400 is a lot of money.
Received a return phone call in less than 30 minutes, was helpful and answered questions..... ordered 2 bikes, they were both delayed more than the estimated 6 weeks. (They were coming out of Oregon, which at that time was having fires, and I was told this was the reason for the delay) Both got shipped on the 8th week and one arrived within a few days, the other showed it was sent to Canada. ( I am in California) When it finally arrived 2 weeks later it came with the wrong charging cord. The cord was designed to be used in the outlets similar to Europe, not the United States. It also had a different name on it which I am guessing is their European branding.
I sent an email to customer service, and received a response from someone named Eric within a day. I had to take photos of the bike serial numbers and the bike and send it to him. After about a week they did send the charger designed for outlets in the United States.
After getting a flat tire on the rear wheel, needed to remove the rear wheel to replace or patch the tube. One of the nuts on the rear axle was stripped as I took it off, as was the bolt. Therefore I could not resecure the wheel after fixing the tube. Once again I reached out to customer service via email, to let them know about the issue. Did not hear back for 2 days so I called number listed at bottom of Eric’s email. No answer so I left a message. Received a phone call back in less than a half an hour stating that this was the sales department and to reach customer service you would need to email them. I Let them know I had but had not heard anything back yet, and that is why I was calling. Sales person told me that customer service is a different part of the company and there is no phone number for them that he could give me. Just to email them again.
Did email again, and did receive an email back from Eric.
He requested pictures of the issue. I asked for his recommendation of the best way to fix it and solve it. He said they would replace the motor hub which is one piece, and had me order a part from the website for $99. That would be a deposit they would hold until they get old hub back. Did receive a new hub, but it only had the nut that goes over the electrical wire side and not the other one. The previous one was slightly stripped so I did not want to reuse that one. Thought it would be easier just to find one locally to replace it, but local bike shop did not have a replacement, they recommended local hardware store which also did not have the exact replacement. I tried ordering one online from a different place but was not the right one.
I emailed customer service again, and it has been two days with no response. I tried calling the number at the bottom of Eric‘s last email again to see if maybe they had improved their customer service situation or I could find a way to connect other than email.
Received call back in less than 30 minutes from the same sales person letting me know they received my message, but could not help me. I would need to contact customer service and send them an email. I let him know that I had sent them an email but had not received a response yet. I shared with him that this bike was a daily commuter to work, and has been out of commission for at least three weeks now trying to get this issue taken care of, so I was needing to pay for other forms of transportation each day to get me to work. He told me again there was nothing he could do, and that he had already gone out of his way to call me back to let me know that email is the only way to reach customer service.
I told him that I am frustrated that I now have a giant paperweight for last 3 weeks, and that if I want to call and order a bike and give the company $1400 I receive a call back each time in less than 30 minutes, but when I try to talk with someone from customer service regarding issues underneath my two years warranty, there is no phone number for me to call and no one is getting back to me.
He asked me if I was done?....
Done with what, I asked
him. With telling him my frustration? Yes I answered, and that it seems odd to me that you have no way of contacting this other person within your company through email or phone.
He said he was done with the conversation, that I was mocking the company, and that he already went above and beyond to call me back and redirect me again to email.
This was the type of issue I was hoping to avoid, especially with a specialty item that I cannot get replacement parts easily for. I had mistakenly assessed The voice to voice quick responses from the sales side before ordering, as something that would carryover on the customer service side. Definitely not the case.
The components seem like they’re heavy duty. I think the issue comes that with reality of so many moving parts there will be hiccups and bumps just as if you were buying a new car. The hope is that the company will stand behind their product and quickly and efficiently help repair and make right whatever issues there might be. Two year warranty is of NO VALUE if you cannot actually talk to someone or get correspondence back.Eric is a straight out liar. I'm now 23 emails in with himiway in just over a month. At one point was told i could buy part from their website. But it was not available to ship. Huh? Do yourself a favor and buy rad or bolton!! Oh btw there so called founder/ceo was an american who did so marketing for them briefly. There whole foundation is built on lies!!!!
When we called and explained our frustration with delivery being a month late, we were told we only wanted to hear ourselves talk and they hung up. They would not answer again or return any calls since. AVOID, AVOID and AVOID these terrible business people.
There customer service sucks