[Closed] Thanks to OneUp Components (amended thread title)

Sounds like courier company are at fault. One up sent it !

Your contract is with OneUp not the courier, OneUp need to deal with the courier.

I spoke with Courier cust service and they said there's some issue at their end with the package not having scanned right (whatever that means) so they will investigate but if no further progress on tracking info or delivery to contact OneUp

Which I have been trying to do since December and not heard anything from them

Sounds like courier company are at fault. One up sent it !

It's the old thing about the buyer having no contract with the courier company whereas the seller does. Buyer cannot resolve this with courier - OneUp potentially could (or send another).

Do OneUp have a UK distributor or do they do it direct from the US? Noting the dates, I wonder if this is stuck in some kind of customs/import hell hole waiting for clearance and/or payment?

Had an issue with my V1 dropper stuck down recently, OneUp could not have been more helpful and its now resolved. Someone I met riding a while back had trouble with their pedals and it was sorted quickly.

I'm sorry to hear about your issues and I'm suprised they have not sorted it.

Do OneUp have a UK distributor or do they do it direct from the US?

They're dispatched from the UK, by a UK fulfilment company. That's also how they supply the whole of Europe...so might be "a bit" busy right now.

I can definitely understand that they will be busy. But I wouldn't expect it to take over 3 weeks to reply to any email. As some of you guys are saying you get pretty quick responses, (might have to pull out the old race card here, JOKES, KIDDING!!!!)

But if they are using a UK fulfilment company then I guess trying to find a contact telephone number is just never going to happen.

If it wasn't for the fact that these damn things are never in stock and you have to wait months and months to get one it wouldn't be such a big issue.

...and I’m suprised they have not sorted it

Its more that they've not even acknowledged that they have noticed I am having an issue. I am literally in radio silence from OneUp nothing since the automated order confirmation email and shipping confirmation email.

Escalate through PayPal.
Take the refund.
Either reorder once that's cleared and its back in stock if you *need* that dropper (you don't, it's a seat post not a new liver)
Or chalk it up to experience and decide you wouldn't want the hassle of dealing with any subsequent problems on the basis of this experience and order a 170mm or what ever from elsewhere.

It's not life and death, it's a minor annoyance.

another one who has had quick responses from One Up CS previously - seems out of character

Have you tried all of their email addresses....

info@oneupcomponents.com
dealers@oneupcomponents.com
warranty@oneupcomponents.com
returns@oneupcomponents.com

i know its probably not ideal, but you could bombard them with an email to each address above in the hope that one gets through to someone?

Have you checked your spam email too?

I have only heard good things about them, but we all drop the ball sometimes, so i can understand your frustration!

Good luck!

This doesn't help your predicament but i had a tiny prob with my order and I got a good positive response at info@oneupcomponents.com they couldn't have been more helpful

Hope you get sorted.

It's three weeks, over the Christmas period and in the middle of a pandemic. You NEED a sense of reality.

Oh and I've just looked at their UK version of the site and they even give you the email address in case of issues like the one here. Use it!

https://uk.oneupcomponents.com/pages/contact

How frustrating, can't imagine whats gone wrong there with One Up - I'm another whose only experience with One Up has been immediate and stellar.

Raise a dispute, claim a refund, buy the exact same product from a different store?

https://20twentystore.com/products/oneup-dropper-post-v2?variant=35104398966936
for example.

There is one new in the classifieds.

Cancel with pp and buy that if its so urgent. Otherwise im guessing a global pandemic and other import hassles are keeping them super busy

Not sure you can find their CEO but a few of their employees are on [url= https://www.linkedin.com/company/oneup-components/about/ ]Linked In[/url] - you could message them on there?

First, I'm very sorry that this has been your experience. We pride ourselves on getting back to every e-mail within 2-48hrs so there must have been some breakdown here. Let's get to the bottom of it and get you sorted ASAP.

Please email info@oneupcomponents.com and respond on here with your subject line. I'll have our CS team look for it immediately.

Yes, Christmas has been a busy season but your wait time and impression of our after sale service is not up to our standards.

I look forward to your e-mail
Jon
Owner
OneUp Components

edit - a happy ending. Yay!

@walleater

I appreciate you trying to be the voice of reason, but if several members here and many other forums are all claiming excellent response times in these circumstances then no I don't think I or anyone else in this situation NEEDs a new sense of reality

and as for suggesting I read a webpage to get an email address, thanks, sometimes we do overlook the most obvious things, but I suggest you also take that advice and read the OP before responding to OP and that way you will have spotted that I have sent multiple emails and you can safely assume I did not send them to anyone@somewhere.whatever

Which is why I am asking for ALTERNATIVE METHODS OF COMMUNICATION as in the defualt method is not working out

@v7fmp - thank you for the other email suggestions

I will give those other addresses a crack and hopefully someone there might pass it on the right way

@munkiemagik - Just double checking that you saw my response above.

Jon

Less than an hour, I think one-up are even quicker than Brant.

Question is, is one of their employees pissing about on STW at work, or have they got a web tracker running? 😉

(Happy EDC owner here, by the way)

@oneupcomponents - Thank you for your intervention here Jon.

As it so happens, I sent you a very non-happily worded email with pdf attachments of previous email correspondence and transcript of conversation with Yodel Customer Service earlier this afternoon at 2:40pm. you will have received the same email from two addresses, my personal gmail account and the hotmail account that was registered to the order #U5469.

the subject was:

"Re: Get Stoked - Your OneUp order #U5469 is on the way"

I even tagged it as High Importance.

Less than an hour, I think one-up are even quicker than Brant.

Question is, is one of their employees pissing about on STW at work, or have they got a web tracker running? 😉

If they have a web tracker running it wasn't working a week ago when the OP first posted about this!

I found 20twentystore.com cracking for delivery and good stock of oneup bits. Ordered Xmas eve lunch time and part turned up 1st working day after xmas. Was expecting after new year with the current situation and with it being Christmas but all in all very impressed

Edit... I tell a lie. It was bike tart over Christmas, but also had great service from 20twenty with oneup parts

Dude chill out, talk about a disproportionate response, there's a pandemic going on, couriers with large proportions of staff legally having to self isolate, post-Brexit administrative headaches and you've had a response from the company owner.

Funny. I preferred it when Jon used to live under a bridge on this website.

If they have a web tracker running it wasn’t working a week ago when the OP first posted about this!

Mine only send me a weekly round up or I get inundated.

OP, I hope you can get it resolved. Another happy experience with OneUp here - they went above and beyond when Radon dropped the ball.

Oneup has always gone above and beyond in my experience.

@airvent

Thanks for the reminder to breathe, I am way more chilled now as I have just received an email from Fraser@oneup customer service offering his assistance to get this resolved and of course after Jon the owner intervening on this thread.

But seeing as Jon the owner himself claims (even now in middle of a pandemic) that "they pride themselves on responding to every email within 2-48 hours and several singletrack members here and in another thread state they received immediate responses even in the middle of a covid pandemic and Fraser at customer service says they have a 6 man team responding to emails and doesnt know how my emails got missed, please define what you think disproportionate means and why in this case I shouldn't consider something is wrong with the communication channels considering I have sent emails on:

26 Decemember, 29 December, 3 January, 6 january, 12 January 13 January and didn't receive any response until I started this thread today

Praise from me too. OneUp dealt with my issue very swifly despite my contract technically being with the retailer and not OneUp themselves.

Having finally heard from Fraser @oneupcomponents from what he was telling me it does seem fair to say that there is nothing OneUp could have done differently in this situation

He was telling me that he could not find any of my previous emails in his system apart from the one they missed last week. If due to some odd technical reason my hotmail emails are not consistently being delivered to OneUp then I admit I genuinely cannot fault OneUP customer service for this situation. And their customer services reputation should not be tarnished by my experience.

If there is a moral to this story maybe its to never ever use hotmail.com email adresses.

Or calm down a bit 😉

Perhaps you should edit the title and original post now, then. Glad to hear its sorted.

Storm in a tea cup blows over. Definitely worth editing the title of this post now.

Another happy customer of OneUp.

Munkiemagik, for what its worth I'd be fuming too, so whats their excuse for ignoring PayPal resolution centre as well, I wouldn't believe every excuse.
I guess airvent totally missed your point and as for walleater, just ignore, there's always one agitating cupid stunt.

Hi there,

We found your Hotmail message from 7 days ago, very sorry to have missed it. That is the only message in our system, however.

We'll respond to you directly via email just now.

Thanks for finding a way to get this back and forth going. It seems the email medium simply failed us so far this time around. That's regrettable and I apologize.

As Jon mentioned, we are not in the ignoring emails business. I and my team genuinely want to help each OneUp customer. We respond to upwards of 400 inquiries per week and hate to miss one.

I see that we had a 1250 word thread going in August regarding questions you had pre-purchase. That exchange exemplifies what we aim to do in support here. I hope that missing this one email from you a week ago doesn't actually make us the worst at customer service. It's a miss, I'll own that but it does not speak indicatively of some mission statement toward poor customer service.

Moving toward a solution for you; I've created a new order for you and a second dropper post can ship to you in Exeter tomorrow.
I'll be sure to upgrade the service away from Yodel and they have not proven ideal so far. If you can email us back and confirm your address we'll release that order. We laid out other options in the email should you prefer to cancel and shop elsewhere also.

Thanks for your patience, and again, very sorry for missing that email a week ago.
We truly aim for the opposite of your thread name here and plan on proving that for you going forward.

Thanks for your order and stay safe,

Owen Foster

Warehouse & Customer Service Manager
OneUp Components

@oneupcomponents

Thank you Owen I did notice that a confirmation popped up in my hotmail email. Though the new invoice had the original address on it and not the work address I sent in reply to Fraser via email around 5pm today.

Which now has me wondering has that 5pm email vanished from your systems? I am unsure now of how to maintain communication with you.

I'm glad you managed to do some digging around and found the original conversation I was having with you back in August prior to purchasing. I apologise that we had such a lengthy 1250 word exchange but my requirements were a little complex due to my and my bikes and your posts dimensions.

But you can also see there how when I replied to Corey on the 14 August it took further prompting from me to finally hear back on the 1st September

If there is a moral to this story maybe its to never ever use hotmail.com email adresses.

I always use the old hotmail when I dont want to get spammed to death in my personal email inbox, online registrations for forums and websites and stuff 😉

Thats all its good for.

Rosa just needs to learn how to type and this seatpost will almost be a full house!

@airvent
@oneupcomponents

You are absolutely right, how do I change the thread title? I cant find a way to edit it?

As I said in my email to Owen & Fraser at OneUp just today:

"...You guys really have done whatever it takes to get this sorted and I hold my hands up to the fact that there was no failure on your part in this as you can't act on something that you don't even know exists (missing emails)

And as people have suggested I change the STW thread title to reflect my realisation of this. I don't know how to do that but will figure out how to get it amended.

I know the title of my Singletrackworld Thread does not reflect accurately on you as individuals and as a company and as some have remarked, definitely the opposite of what my thread title suggests.

I apologise for my grouchy behaviour. You(Owen), Fraser and Jon have all rallied in incredible fashion to get this taken care of..."

Have you tried finding out where they live and knocking on their front door?

as people have suggested I change the STW thread title to reflect my realisation of this. I don’t know how to do that but will figure out how to get it amended.

maybe a mod @cougar can do this for you?

I love a happy ending.

With our shop email if we email anyone at Bt .com it bounces back a couple of days later.
We think we’ve spoken to someone , we haven’t.
In this tech age there’s a million and one things that can go wrong for no reason. ( well , it’s a vengeful specify ****, with no socks and a beard getting his own back on society for being bullied at school)

@cougar

If mods are happy to change the thread title.
It would be better if it said something like:

"Be wary of using hotmail emails contacting customer service departments"

Thanks

We’ve had similar issues at work, with people’s servers (not spam filters, the server before that) not letting through our email replies to customers. Sometimes I’ll try to track them down via other methods but I rarely have the time. It’s a nightmare when you’re a small business with a reputation for great customer service.

Sorry, I've just been pinged in this.

1) A colleague has amended the thread title now I believe.

2) Any "I don't know how..." type STW queries can be fielded by emailing moderator@ this domain. I believe you can report your own posts now even, which will also bring it to our attention.

3) @-ing an individual moderator inline is inefficient. I might not be around (I mean, radical right?) whereas an email / Report Post always goes to the whole team.

4) There's nothing wrong with Hotmail accounts, if an MX is throwing away emails from one of the biggest email providers on the planet then that's the fault of that particular mail host.

5) Email generally doesn't just disappear into the ether, it is a primitive but very mature technology. If there's an addressing issue or some other reason why it cannot be delivered then the sender should get an NDR telling them it's failed (and why). Otherwise it's $somewhere at the remote end or in transit, perhaps a junk mail quarantine or some such. If OneUp didn't receive the OP's emails then either they were never properly sent in the first place (Drafts?) or they need to look harder.

ordered a oneup dropper and chain device yesterday.
then emailed asking to cancel the chain devive about 5 hours later, as thinking it might not fit on my mew trek slash

They reached out to their rider Christina Chapetta (of pinkbike fame) who rides a slash and she confirmed it is OK!

How good is that customer service!

@oneupcomponents

Any chance you can make an electric dropper post. That’s all Thanks.

...and, while you are here, some of us still like the RAD cage but you seem to have stopped making it.

There’s nothing wrong with Hotmail accounts, if an MX is throwing away emails from one of the biggest email providers on the planet then that’s the fault of that particular mail host.

My experience is different. I had my website and email hosted in different places. The MX was properly configured and no other service had a problem using it. Hotmail sent emails to me to the A record, not the MX, and unfortunately my website host was also running a mail server that knew nothing about me so bounced my mail.

Yea bring back the RAD cage!

“ 5) Email generally doesn’t just disappear into the ether, it is a primitive but very mature technology. If there’s an addressing issue or some other reason why it cannot be delivered then the sender should get an NDR telling them it’s failed (and why).”

This is what happens to us as a business trying to reply to some customers - the server tells us they’re blocking our email but gives us no way to get a message to the customer. It’s a seriously shit system.