It is with a heavy heart that I even start this thread.... but I am really hoping that it prompts a bit of service delivery and has a happy ending for all involved... and it really is my last resort!
I have been an avid cycle lab supporter for close on 20 years... Every bike that I have purchased has been from them... current standing being 3 road bikes, 4 mountain bikes and 1 E-MTB. But this latest purchase has been very likely the worst customer service I have received from ANY service provider.
Details as follows...
I moved up to the north west province of Zambia earlier this year - our initial plan had been the UK, and we had sold all our bikes to help fund this idea, when this very happy alternative arose. And this place is cycling (Particularly MTB) manna from heaven. In the middle of no where, we have free, unlimited access to well maintained, amazing trails both on the local golf estate and in the surrounding game reserves.... Needless to say I had to get bikes ASAP.
Given that there is limited availability in Zambia, this meant importing from SA - enter cyclelab.First enquiries made on 6th September, took a few follow up emails to prompt some response (Admittedly my emails were going to spam so I cut them some slack), but the basis of the order was as follows:
1 x Silverback Stride Expert
1 x Titan E-1
1 x Ryder Dual pedals for the Silverback
1 x Ryder MTB Shoes
Tubeless conversions on both bikes
To their credit, cycle lab offered to do the conversions for free (Even though I was happy to pay).
Fast forward a few weeks, and the bikes arrive, along with the extras. E-Bike tyres are flat, with sealant leaking - no big deal, means I can see the conversion was done. So I dont think twice about the Silverback.
But then the issues start....
1. Box for pedals had been previously opened, and resealed. Clips for the shoes were missing, and box contained two RIGHT pedals. So there goes the idea of riding with cleats for a while. I let Cyclelab know right away. At this stage I mentioned that all else was great.
2. Head out for the first ride on the Silverback - Constant scraping sound. Check the brakes - rotors are bent. Great.
3. After doing what I can to get the rotors straight enough to not feel like I am riding with brakes on all the time, I start to get more out of the bike. Until the 1st puncture (Bear in mind I hadnt checked the silverback, just taken it for granted as the Titan conversion was done). Lo and behold, tubes in both silverback tyres. No conversion done.
Needless to say I then lost it. But this is where it gets really annoying....
ANY communications I send to Cyclelab requires constant follow up. 2,3,4 emails before I get a response. When I did get a response, the manager I spoke to was great and promised to sort issues out - including sending all the materials needed for the conversions, replacement rotors, and as I was choosing not to replace the pedals we agreed to a credit on the pedals, I would fill my basket with some other goods and pay any difference, and they would send to me.
NOW I MUST ADMIT THAT I AM NOT INNOCENT - There were some delays on my side, I was rather loathe to pay the exorbitant courier fees to send the pedals back, so waited until a colleage travelled down south, and sent the pedals with them for delivery in SA.
That said, I then had an unexpected trip to SA come up - so immediately contacted cyclelab to let them know I would be in JHB, and if they could arrange everything, let me pay the difference, and get the goods to me in JHB - it would save huge amounts of time, and more importantly - would save them the duties and courier costs to send the items to me in Zambia.
I had one response saying they would arrange...and then radio silence. I have not had confirmation that they recieved the pedals (Other than the proof that they were sent from my colleague), I have not had a credit for them, or invoice for whats outstanding once taking into account the additional purchases, they never got anything to me in JHB so missed that chance before I came back here, and not they do not respond to whatsapps or emails in which I am basically begging to just get this sorted.
Their online manager was online on whatsapp 5 minutes ago - the last four messages I have sent have not been read. Strong ignoring game.
I just want to ride my bike, with no hassles, without worrying about flats, without scraping breaks... its been over 3 months since I ordered these bikes, and while I have been riding, I am yet to fully enjoy a ride....
I am completely at a loss for what to do next in this case... I am really starting to consider the possibility that cyclelab couldnt give a damn about some chop in the north of Zambia, and will just cut their losses ( or mine in this case)