"Fantastic customer support"

Fantastic customer support

For dodgy WiFi issue!

"Half the bikes never unlock"

Half the bikes never unlock, the ones that do are more often than not faulty in some way. absolutely piss poor service

"quick and helpful customer service!"

quick and helpful customer service!

"Sherry was most amazing when she sorted…"

Sherry was most amazing when she sorted me out in a difficult situation when dealing with the bikes. Like a knight in shining armour Sherry came to my rescue and I thank you. Everyone needs a Sherry in their life.
Kind regards
Barbarian Bennett

"The service team were very quick to…"

The service team were very quick to respond and helpful when I’d been incorrectly charged for not locking a bike properly.

‘Scott’ guided me through a fix and refunded the money promptly

"The teams always fast and helpful"

The teams always fast and helpful!
I've had many issues with bikes (I use them very regularly so this is still a very small percentage of the total usage) and every time my requests for help are answered promptly and I've never been unsatisfied with the support offered by the team at Beryl

"The customer service team are easy to…"

The customer service team are easy to get hold of and very friendly. I’ve had a couple of minor issues which they’ve managed to fix for me in just a couple of minutes.

"Needed help with my beryl bike and…"

Needed help with my beryl bike and unlocking it with my phone number. Went to the help centre and James helped me by deleting the phone number and then i could log back in so i could ride to my destination!

"Great concept, poor long-term execution"

The concept and customer service (generally) is good. I loved using the service and started to use it as main mode of transport but since implementation Beryl has not kept up maintenance or appropriate supply for demand. Large numbers of unusable bikes at almost all bays that I visit, on numerous occasions I counted approx. 38 available bikes in a large town (Stevenage) - the entire catchment area, there is more often that not zero availability in town centre at pm commute times and very limited availability in local area even if getting up early. As others suggest, walking out of your way to find that a bike showing active but is not useable is very, very frustrating. I have lost interest in it, will use my remaining minutes for the odd journey, unlikely to buy anymore. Promised so much, shame

"Fiddly locks and unfair charges for not locking correctly"

Beryl bikes in Leeds are expensive for what they are - most plans charge roughly 15 pence a minute. My own use tends to be a 7-minute ride as a last-mile solution where I'm working pretty hard to go fast. On a 50-minute plan for £8.50 this works out to around £1.20. Not the end of the world I guess, but I wouldn't use it for a leisurely ride for pleasure.

The main problem though is that I've had no end of trouble with the rear locks, both unlocking and locking them. When I try to lock the bike I find it VERY fiddly to get the rear lock to latch correctly. Today I finally managed to do it after about a minute of struggling, then was informed in the app of a £10 charge for incorrectly locking the bike. I contacted the help line and they immediately and cheerfully refunded the charge, but I was still left seething about the experience (still am 11 hours later). This is either the second or third time I've had to complain about this charge, and I'm pretty much ready to give up on Beryl.

Improved usability of the locks is the main thing I would advise, but also a gentler way of informing the user that they haven't done it correctly.