Shipping a Thorn - How not to do it

[j1of1]

I just wanted to share a couple of pixs of how my Thorn arrived at my house in the USA from SJS cycles.  I notified SJS of the poor packing and also informed them that my front tire was not true, but NEVER heard from them.  After I spent a small fortune on a Nomad you would think they would have picked up the phone or emailed me to ask if everything was alright and to show some customer support.  My impression now - SJS got my money and doesn't want anything else to do with me.  If anyone in the States ask me where to buy a bike in the future I think I'll point them to Co-Motion or Peter White.  Please note while I'm still disgusted with SJS' customer support I'm convinced my Nomad is the BEST bicycle I have ever owned.  I hope the pixs show... 

[expr]

Thorn cycles have a very good reputation for customer care, along with very good communication. I think may be you should call them again with a gentle reminder as to your concerns... It could be a case of just being overlooked and missed.

I think that you will find this an isolated case, it's certainly the first I've ever heard of a disappointed customer.. Also you have to consider that thorn have put their trust in the carrier service to deliver the bike to you in the best possible condition, however they can only assume that the courier will deliver to these standards..

Don't be to dissatisfied, enjoy the bike now you have it, knowing you have just bought quality, it takes a lot to harm a thorn bike..

Dave.

[triaesthete]

The DHL tape looks like the sort of thing carriers reseal boxes with when they have crushed them in transit. Sorting out claims of this nature against third party carriers is usually tedious for the other parties.
Glad you like the bike though.
Best wishes
Ian

[jags]

sorry to hear this my sherpa was packed so good it took me  20 minutes to unravel the foam from around the frame, i would say it was down to the baggage handlers or courier .
when i collected my ski con hardshell bike box off the carasol in spain i could ot believe the wheel on the box was completly broken off now that took some doing.

so don't fall out with thorn just yet i'm sure they will get back to you.
enjoy your nomad one hell of a bike some photos would be great when you build it up.
cheers
jags.

[Danneaux]

Hi j1of1, and welcome to the Forum!

I am so very sorry to hear of your damage in shipping, and know what a terrible, sick feeling can result. Like Ian, I think that DHL tape looks as if the carrier tried to repair damage-in-transit. You've taken the perfect first steps in filing a possible claim against the carrier or supporting one that Thorn might file -- photos of the sealed box with damage are hard to argue with. I'm honestly not sure if you have standing to file a carrier-claim in this case (buyer/recipient, rather than seller/shipper), but Thorn should know and be able to advise you.

I would suggest you give Thorn another call or email, and remind them of your problem. I'm not sure when the bike arrived, but Thorn/SJS Cycles are at the Uk Cycle Show this weekend, and I think the last week was probably pretty hectic getting ready for it, so your notice may have been overlooked in the scramble. Thorn/SJS Cycles' staff don't always monitor this Forum, so it is a good strategy to assume they might not see this and contact them directly -- again, if necessary -- and see what they have to say. I think you ought to send your photos as attachments to Thorn/SJSC so they can see the shipping damage and will have the photos needed to file a claim. I have found Robin, Andy, and staff to be very responsive once they become aware of a problem, so yours has likely been overlooked.

Was the bike itself damaged, even cosmetically? It sure doesn't look good to have that crank poking out of the holes in the box, but I'm hoping nothing got scratched, dented, or bent. Take photos of everything that looks like damage to support a claim. If there's nothing obvious, it might still be a good idea to take some measurements to be sure everything is properly aligned.

I wish you all the best in resolving the problem, and hope you will keep us apprised as to how it all turns out. I am glad the Nomad itself meets your expectations, and I'm looking forward to seeing photos of it in the Member Gallery.

Best,

Dan.

[JimK]

The box containing my bike arrived with some significant holes - the head tube was poking through rather seriously, which was the worst of it. A bit of a fright when the fellow pulled it off the truck, but everything was there and nothing damaged, so the packing material seems to have done its job.

I should have photographed things along the way, but I was too excited at the time. Absurd, in hindsight, but so many things are!

[triaesthete]

Hi Jim
I find all things are absurd if viewed from a suitable perspective.

It's what makes life so entertaining.

Think about us. Lots of grown men hanging around on an electronic street corner talking about bikes!

happy days
Ian

[NZPeterG]

Well My Nomad came with the Headset damaged, I replace it with a New Cane Creek 110 headset at my cost.
The frame was not packed well and had been moving around in the box!
But a Thorn is a low cost frame so all is ok

Pete....
 

[Swislon]

When my RST arrived 6 years ago the box was damaged and I signed to say unchecked and box damaged. The frame had a very deep bad scratch and Thorn told me send it back and they arranged pick up. The replacement box was also damaged but the bike was OK except for some swarf under paint on front fork. Thorn told me to keep it until the 100 days were up and if I wanted to keep the bike after that then they would replace the frame. This they did all at their cost obviously. I cannot fault their customer service.

Talk to them again next week when back from the show. I am sure they will be distraught at the thought that your bike arrived in such a state. Being in the US it will take some more time but it wil be worth it in the end.

[triaesthete]

Hi j1of1 and all.
Delivery damage is a BIG downer.

However I think retailers that ship bulky and fragile objects have a true dilemma:

1. Nearly all customers dislike paying for shipping. Many don't "value" it as a service.
2. Transport costs are a function of volume, weight and distance.
3. Really good packaging is too costly, in time and materials, for most retailers to absorb.
4. Most packages arrrive intact or with superficial packaging damage and the customer does not complain.
5. At the outset most customers would, I think, opt for cheaper shipping and hope for the best.
6. Those that are unfortunate to suffer a breakage often  complain that it should be better and more expensively shipped, (in hindsight) despite being protected by transit insurance and   customer service.
7. Many customers do not like the resolution timescale. (It's like having Christmas postponed).

How many people out there could say, hand on heart, that they would like to pay (a lot) more shipping cost upfront for nailed up, labour intensive and heavy wooden crates? Be sure too that some of these would also get broken in transit....

The only answer to this, for a business that values it's reputation, is to go the extra mile to sort the mess out when it occurs. I'm sure Thorn will bite the bullet.
Best wishes
Ian