
Dear Heybike Community,
As our brand has experienced rapid growth, we have received valuable feedback from our customers aimed at improving our services and products. We are fully committed to providing you with the best possible experience, and greatly appreciate your ongoing support and constructive feedback. We would like to address some of the concerns that have been raised and share the steps we have taken to enhance your experience with us.
Delivery Challenges
We have been facing a supply shortage for our popular products since March. To start, many of our newer products have higher standard requirements to meet, which poses significant challenges in design and manufacturing. However, with the experience we've gained, we have strategically improved our R&D and production processes to ensure that the production of new models meets demand and future innovative products can avoid same issues.
In addition, the demand for our popular products has increased rapidly. In response, as of June, we have added two new production lines, effectively doubling the output for our established products. This expansion has not only allowed us to significantly reduce our backlog of orders but also better prepared us to meet the rising demand for our established products.
Our commitment to innovation is matched by our dedication to operational excellence, and we are well-positioned to serve our customers' needs both now and in the future.
Packaging Damage Issues
We have been made aware of packaging damage issues with 10%-15% of them being mountain bikes, and we have already improved our packaging to better protect your bikes during transit. The updated packaging is now in effect and has significantly reduced damage to our customers' purchases.
After-Sales Service Enhancements
We have recognized that our service team previously experienced staffing shortages, resulting in delays when addressing after-sales issues promptly. We have doubled our logistics and customer service staff since June. This expansion aims to significantly optimize after-sales service.
With this enhancement, we are committed to strictly adhering to the after-sales policy promises outlined on our official website. We are dedicated to providing a seamless and responsive service experience to our valued customers, and our customer service team will work tirelessly to ensure that your inquiries are responded to within 24-48 hours on business days.
For any after-sales requests and questions, please feel free to contact us at support@heybike.com, where our team will provide efficient and effective assistance.
Components Shortages
We have restocked most of our models with the necessary components. For those models still facing shortages, we are continuously working on replenishing our stock to provide you with complete packages and will provide updates via an announcement as soon as these accessories are replenished.
Heybike is a user-oriented company, and we are committed to meeting customer requirements within a reasonable scope. Thank you for choosing Heybike and communicating with us through these challenges. We are dedicated to developing better services and continuing to bring you quality bikes and exceptional service.
Best Regards,
The Heybike Team
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