Chris L.

I've had to contact Google Store support on several occasions, and for the most part it has been fine. But the most recent one via chat support was so atrocious that it's erased the positive memories I had of the first several. The issue surrounded a failed payment where the payment source indicated no issues on their end. These are the main points:

- Repeatedly asked me to repeat myself
- Refusal to perform deeper investigation into the issue
- Refused to explain recommended actions
- Recommended an action that made the issue worse
- Attempted to use the timeout function to end the chat interaction.
- Played the "a supervisor will contact in 24 hours" card
- Abruptly ended the chat

I've owned a few copies of the Dawes Streetfighter, their entry-level flat-bar singlespeed bike. While its components are basic, they've been reliable enough to serve a daily commute over thousands of miles and have survived rain, snow, and the salt/sand mix that comes with it.

Recently, the front wheel was stolen, unsurprising given that I'm in a large city. But the timing was terrible, as it was a busy time at work and the bike cuts down the commute time considerably. As soon as I got home after the discovery, I sent a message over to BikesDirect. Larry answered, and informed that a near-identical replacement wheel was available for a reasonable price. I sent payment, and... had a wheel before half a week had gone by! It's hard to express what a relief it is to be back on the road so quickly - it helped take the sting out of a theft.

Post-sales service and support is important in these situations, and they've come through repeatedly for me. Really appreciate Larry and the rest of BikesDirect!