When you initiate contact, the system automatically assigns you a ticket number and places your request into a queue within Zendesk; these are then worked through according to the date and time they were submitted.
Generally, you should receive a system-generated email like the below within minutes of submitting the request:
If any of the above information was not included in your initial contact, you can speed up the process by replying with further details. Our customer service representative will then reach out within 1-3 business days to make sure we have everything needed and take care of you.
What to do if you don't hear from us:
Emails may have been filtered into your SPAM folder instead of your inbox. Please check there first, but if not we encourage you to reach out again. We want to do everything we can to ensure excellent customer service and apologize for the inconvenience! You can also try a different venue: we are available through the chat feature on the website, by email at customer.service@dorel.com or at 1-800-489-3351. We should be able to look up your initial request with either your name, email or phone number, so you likely wouldn't need to enter everything a second time.
What to do if you hear from us too much:
Zendesk is full of useful hacks to help ensure that our customers are taken care of. One that can be a bit of a double-edged sword are the auto reminders that are sent on days 2, 4, and 7. If you need a few days to get information together, that's okay! There is no rush, and you can disregard those emails. After the third reminder, you ticket will be closed, but all that is needed to reopen it is to reply.