Forum Discussion

Blombassa's avatar
Blombassa
Casual Commenter
10 months ago

Membership made inactive

Hello - after docking in an offline station my membership suddenly was made inactive. The bike reappeared when the station went online and charges were refunded. However, my membership did not go onl...
  • Jess's avatar
    Jess
    9 months ago

    We will make sure that refund happens. I apologize that we couldn't rectify this without a second charge. I have noted this internally to provide feedback about these customer resolutions. Having a bug is one thing, but we understand the resolution and the resolution timing wasn't ideal. Thank you for your kindness throughout this experience. ğŸ‘¼

Jess's avatar
Jess
Bike Angels Team

Thanks for providing an update. I'm sincerely sorry that this has taken so long to determine the issue.

 

I have also received an update that the engineering team has been working hard to pinpoint the issue at hand. I will continue to nudge those who are investigating this in hope to speed up the resolution. 

Blombassa's avatar
Blombassa
Casual Commenter
9 months ago

Thanks Jess, I appreciate your help. It has been 5 weeks now and more than a week since I heard from you colleagues that I would receive more details "shortly". 

  • Jess's avatar
    Jess
    Bike Angels Team
    9 months ago

    Terribly sorry this has yet to be resolved, Blombassa. Personally investigating a bit more today. I want to do everything I can to get this behind us so you can get riding again. 

    • Jess's avatar
      Jess
      Bike Angels Team
      9 months ago

      Hi there, Blombassa, I'm sorry that I wasn't able to expedite a review any sooner, but I can see that our support team has followed up with you about this by email. Please accept my apologies for the long support process, this case (and bug) was a unique one, but it is one we can and will learn from, as the resolution was quite lengthy. I hope you'll return to the community to connect with other Bike Angels in the future. ğŸ‘¼

      • Blombassa's avatar
        Blombassa
        Casual Commenter
        9 months ago

        Hi Jess, many thanks for your support. I think it is going into the right direction and I have already collected my first new bike angel points yesterday! One last step is a promised refund and then I consider the case closed. Thanks again.