CUSTOMER SERVICE

[dunc6012]

This is the first time I have posted a comment anywhere on a website!  I've no idea whether this is the right place to post but I wanted to register my thanks to Thorn/SJS and Lisa.  About 3 years ago I first visited SJS to try/buy an Audax Mk 3, an outstanding bike and excellent service from Lisa and Dan (who built the bike and met it again when I dropped in on LeJoG.)

Today I was back in Bridgwater looking for a tourer and once again Lisa was on hand to help (only difference was hair colour, mine more grey, Lisa's less red!!!).  Excellent couple of hours spent in discussion and testing.  I don't know why I read poor customer service blogs about Thorn/SJS, I have never received anything but an efficient and welcoming reception.  They know their stuff and make exceptional bikes. 

My Audax Mk III hasn't missed a beat over the last 3 years and I'm sure that when I eventually decide between Sherpa/Nomad/Raven, for longer tours I'll get the same result.

Thanks Andy, Robin, Dan and Lisa.  See you again soon, once I've got through the agonising decision process of up-specced derailleur Sherpa or normal spec Nomad or Raven!!  Aaaaagggghhhhh!!!!

[Matt2matt2002]

Can I add my own thanks to the guys in the office. Very helpful when I called a few months ago. And even called me back to clarify an issue
Top marks

[Rockymountain]

I would also like to add my thanks. In October, I bought a Nomad and was advised/served by Lisa - fantastic service. I came back for more in April and bought a Raven. Steve was great as was Ivan.

I have only had positive experiences in all my dealings - and there are not many bikes shops where you can say that 

[Danneaux]

Hi Dunc and welcome to the Thorn Cycling Forum!

I have an idea these remarks will mean more than you can imagine. Sales and service is often a thankless job, with people in general far more likely to complain than give praise.

Not only will this make some days a little brighter and give credit where due, it will help Thorn/SJS Cycles, who kindly provide this Forum for all of us to discuss their bikes, touring, and all we do.

Robin Thorn and Andy Blance provided outstanding customer service in my own time of need, and proved they are as good as their word -- and even better -- on warranty issues both minor and major.

Here, here! Thanks for the very thoughtful post, Dunc. Very best of luck in the difficult selection choice ahead -- what a wonderful dilemma! I'm sure you'll also find ample help here among our Forum members as questions arise.

Best,

Dan.

[DONE]

I would also like to express grateful thanks to all at Thorn / SJS.
I called in  to Thorn HQ in Bridgewater last year as I happened to be in the area for a business meeting in Somerset. I had no appointment, but lady on reception was kind enough to phone through to Andy Blance who came down to discuss options with me. After visiting the showroom to look at various tourers, he advised me on frame sizes, equipment options to make the Nomad into my dream bike.
Well, nearly a year has passed and I have been saving my £'s. A couple of months ago I filled in the order form and posted it of to Thorn. Next day I had an email from Lisa with the spec for my bike with some suggested alternate options. Deposit paid and five weeks later I made an appointment to go and collect my new Yellow X Nomad. I was met by Steve, who made a couple of quick adjustments (literally millimetres the bike was so close to being the right size from the details that I had provided), and then off. Not home, but on one of Thorns test routes - some 7 miles around the lovely Somerset countryside. Half an hour later back at Thorn HQ  Steve was there to guide me through the handbooks and paper work. It was not until I was completely satisfied that payment was requested.
Two weeks later I have been out on the bike every day, not great distances yet. I am at present recovering from cruciate ligament reconstruction surgery nearly 3 months ago, but the Nomad has been great as part of my daily rehabilitation exercise. Already I'm dreaming of the places it's going to take me over the next few year.
Thorn Cycles customer service second to none.

[jags]

ten out of ten for the lads and lassies at sjs very helful lot.