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Photo by Hendi Kaf, in Cambodia

I haven't been everywhere...
but it's on my list!


Photo by Hendi Kaf,
in Cambodia



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  #1  
Old 7 Feb 2017
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Holan Products
Hi, Has anyone else had trouble getting what they asked for (and paid for) from the Holan manufactures in Europe.
I found them great to deal with till I paid my money, then nothing!! No replies to my emails etc.
Finally after nearly two months (they said 10 days) my box arrived. UPS charged me and extra $350 to clear customs despite me paying Holan for this service (UPS said either pay up or the product goes back to sender).
Holan no help with UPS.
Now I find not all I ordered is in the box, and you guessed it no reply to my emails.
A darn good product, well made. Pitty there is NO customer service once you have paid your money!!!
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  #2  
Old 7 Feb 2017
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Location: Cornwall, in the far southwest of England, UK
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Don't be too harsh
Hi Mick

I have met and spent some time with the owners /managers of Holan Moto, who are, believe me, a lovely young couple [really.]

Photo of the owners [Sept-2014] LINK : Tomasz and Aleksandra Swiderski, with one of the firm's welders in-between (my bike in the foreground).

Understand: Holan is a true 'micro' family-run business; and definitely not the large, well-organised manufacturing company to which their website alludes.

Their 'factory' is just an old riverside shed-unit at the very end of an unsealed and potholed urban lane, located in an 'off the beaten track' corner of Wroclaw PL. I had much trouble finding the darn place.
  • Tom (hubby) is the designer /product manager who oversees the engineering side of the operation. Unfortunately Tom doesn't speak a word of English.
  • Aleks (wifey) - 'competent' in English - acts as the company's secretary and deals with all the ordering and associated paperwork, whilst simultaneously trying to raise a very young family. And there's the rub, as I think Aleks might have difficulty in juggling all her commercial and family responsibilities at the same time.
In summary:
  1. Superb hand-crafted products, which are all manufactured with meticulous care, the old-fashioned way, by very experienced tradesmen.
  2. Administration and paperwork, probably run on a part-time basis from the corner of a kitchen table - maybe with a young toddler in arm, at least some of the time!
And I agree, Tom and Aleks - and I say again, who are a quite charming young couple - really should stop 'sailing by the seat of their pants' and get their act together, especially if the intention is to continue holding-out as a professional and reliable organisation aiming to supply products across the international stage.

Meanwhile: please, don't be too harsh!

thanks
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  #3  
Old 7 Feb 2017
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Mick, I'd be flippin raging if that happened to me.
Small time business, micro business, lovely couple....doesn't come into it. If they (or any other manufacturer of anything else) can't deliver on promises then they shouldn't be in business and they certainly shouldn't be taking people's money. There can be no excuses that are acceptable, none at all.
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  #4  
Old 8 Feb 2017
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I have unfortunately bought some of their products, panniers, pannierframe, some jerrycan holders, jerrycans, straps etc.

They did forget to send me the locks and keys for the panniers. And I needed to send an email and ask for it.
Later there were an issue with the rubberseal on the pannier that disintegrated and they promised to send me new. Which took ages - and I actually werent able to pick them up as I had to continue my trip, partly my fault but still.

And about the quality of their products Im not impressed, not impressed at all....
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  #5  
Old 8 Feb 2017
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Quote:
Originally Posted by MickWA View Post
UPS charged me and extra $350 to clear customs despite me paying Holan for this service (UPS said either pay up or the product goes back to sender). Holan no help with UPS.
Brokering fees and import taxes are always the responsibility of the buyer. Holan has nothing to with that. They can't be blamed for that. ;-)
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  #6  
Old 9 Feb 2017
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I bought panniers and rack for my KTM 1190 Adventure R - live in the former Soviet Union - had no problems with delivery; am pleased with the quality after two seasons of use on some rugged roads and trails in this part of the world.

My 2 cents.
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  #7  
Old 14 Feb 2017
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I have heard mostly good things about them. They make asymmetrical pannier racks for a few different popular models of bikes.

I have a motorcycle business too and often refer my customers to buy racks from them.

In the smart phone age I do not feel that good customer service gets rewarded by the customer as much as it used to. I will often replace a lock for free at no charge. 5 years ago, I would say about half of those customers would write a positive review or send a thank you note. Today, the attitude is, "Well they better replace it for free or I am going to make a huge stink about it."
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Old 14 Feb 2017
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Quote:
Originally Posted by gatogato View Post
I have heard mostly good things about them. They make asymmetrical pannier racks for a few different popular models of bikes.

I have a motorcycle business too and often refer my customers to buy racks from them.

In the smart phone age I do not feel that good customer service gets rewarded by the customer as much as it used to. I will often replace a lock for free at no charge. 5 years ago, I would say about half of those customers would write a positive review or send a thank you note. Today, the attitude is, "Well they better replace it for free or I am going to make a huge stink about it."
Which means it's doubly important to deliver a decent standard of service at the first time of asking, especially when people have paid up front in good faith.
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  #9  
Old 15 Feb 2017
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Originally Posted by ChrisFS View Post
Which means it's doubly important to deliver a decent standard of service at the first time of asking, especially when people have paid up front in good faith.
Life is a two way street is all I am saying. How often do you leave positive feedback when you buy something on ebay?
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