Yesterday, Washington State finally issued an order for everybody to stay at home to slow the spread of the novel coronavirus. It’s something most of us wanted to see much sooner, and we’ve been acting for several weeks as if it had been in place already.
Bicycle repair facilities and companies who supply them – which includes Rene Herse Cycles – are exempt from the shut-down, so we’ll continue to operate. However, that does not mean we’ll act irresponsibly. There is too much at stake here, both for our employees and the community at large.
To keep everybody safe, we have adjusted our work schedules so that no two employees work at the same time in our office or warehouse. None of our equipment and tools are shared any longer. We’ve even split up our bathrooms. Basically, this means that our employees are as safe at work as they would be at home.
All these changes mean that our operations have become more complicated and time-consuming. Some things are barely affected. We are still shipping orders and producing Bicycle Quarterly as before. We’re still offering warranty support and processing returns as long as we can receive mail. Even in these difficult times, we continue to stand 100% behind everything we sell.
Other things are becoming more difficult. Product development has slowed. Shipments from suppliers are held up, so some things may be out of stock soon. And we cannot offer individual tech support any longer, because this requires in-person communication at the office to find accurate and useful answers.
This means that we’re no longer able to respond to customer service emails – except those submitted via our Returns and Warranty forms. And please don’t try to send us your questions via Instagram, Facebook or the Letters-to-the-Editor page on the Bicycle Quarterly web site. It’s simply not possible to respond and maintain a safe working environment.
That doesn’t mean you are left out in the cold when it comes to tech support for our products. We’ve expanded the support pages on our web site, so that they cover most common – and many uncommon – questions. You’ll find illustrated step-by-step instructions, frequently asked questions, tips and links to blog posts. Use the ‘Support’ tab in our main menu (above) to get started.
We hope you’ll find these resources useful. And we appreciate your understanding while we continue to adjust to this extraordinary situation. Thank you, and please be careful and safe!
Top photo: Technical inspection at the 1947 Concours de Machines technical trials (Rene Herse Archives).