[Video] Fortified Catches a Bicycle Thief and Returns Stolen Bike
by Tivan AmourJanuary 11, 2017
"Stolen Bike! Stolen Bike!”
Like an early morning alarm clock buzzer, the sudden commotion on the other side of our office jolted me to attention. Across the room I saw Cheri - our tireless customer success lead - staring incredulously at her computer monitor. My heart pounding, I picked myself up and shuffled over to her desk, fixing my eyes on her screen. Amidst a sea of customer service emails, the title of a single an message caught my eye:
Bike stolen while locked up by Boston Common
"Does she have Fortified Protect?" I asked, referring to the 24-hour bike replacement program we had introduced alongside our bikes at the beginning of the year.
“Yup!” Cheri exclaimed, clicking back and forth between several tabs on her browser. This was a good thing, because it meant we could actually replace the customer's bike. But what Cheri did next surprised me.
Moving swiftly between ebay, Craigslist, Amazon, and a series of automated feeds, Cheri began searching for the stolen bike with a vengeance. While I'd helped design our theft recovery process, I hadn't yet played co-pilot to Cheri after a bike theft. It was exhilarating to watch, and, more importantly, it worked...
Within 24 hours, Cheri found the stolen bike, cooperated with local authorities and orchestrated a perfectly-timed sting operation. Check out the video above to watch us catch the thief red-handed.
Here's the basic Fortified package the customer had: