Does anyone know if Surface604 is still in business? (Yes they are!)

[a2audrey]

I placed an order on the Suface604 website For a new bike and some accessories. I did get an automated order acknowledgment, but they have not responded to emails or phone calls. My husband even called to see if there is availability for a second bike, but hasn’t gotten a call back.

I’m starting to think they might have gone out of business and that I should put a stop to my credit card payment. The situation has us questioning the bike purchase. The bike specs are exactly what we want, but now we question their ability to support them if they do fill the order...

Does anyone have any insight or experience with them?

 

[antboy]

How long ago? Days or weeks?

When I was shopping for a second e-bike earlier this year, most places were taking about 3-4 days to get back to me. A couple that were definitely still in business took over a week. In 2019, response times were almost always same day, and people often answered the phones.

 

[a2audrey]

It’s been a few weeks since the first emails were sent, but The voice messages were left within the last day or two. We’ll be patient, but I must say I don’t get it when companies don’t respond to sales inquiries as soon as they can...

 

[FezUSA]

I have not received any updates on availability from a request a month or so ago. Don't care because I ordered a Stunner LT for the wife and a Bolton Blackbird for myself. The Shred was in the running for me, as was the Rook for her. We have an LBS that's about 90 minutes away that is a dealer for them (amongst others). He had other models from them in-stock and a shipment of Rooks/Colts inbound. He hadn't ordered the Shred before but said he'd find out the details for me. Called me back a few days later and said he had spoken to Surface604 and they are playing some major catchup and not being great at responding direct to consumers but are trying. Dealers get a quicker response. He has since got the Rooks/Colts in but the Shred was going to be October/November minimum. I tried calling and emailing and contract via website and never heard back at all. Only the LBS spoke to them. I talked to them some more about Surface604 in general as I was still interested at the time. He said they were good, then they had some major issues, then when there was an ownership change things started improving again, but they're still digging out of the hole. Overall he really likes the bikes and has very few issues with them or complaints from customers about them.

 

[a2audrey]

Surface604 team did get back with my husband. I understand now that their website seemed somewhat stagnant because they are preparing for their 2021 announcements. Hopefully, their delivery and support will Be up to the standards they set for themselves!