Edge_Design Posted February 3, 2015 Posted February 3, 2015 In order to conclude this matter on this forum we would like to summarize as follows:In this case and in every other request by customers we do respond as and when matters are raised.In this specific matter "facts" and "problems" did "develop" and vary from time to time.Our formal proposal on 22 January dealt with the matter of discoloration of a crank as the one and only issue. The "thank you" response to this e-mail and the fact that no other issues were raised as outstanding substantiates acceptance of our position and the scope of the problem.We are absolutely committed to quality service to each and every customer, but cannot be expected to take responsibility for issues not caused by us.We stand by the fact that the discoloration was not caused by us- in fact this was the only "claim" of this nature ever. She has already proven there were other claims - you just appear to have ignored those and continue to do so. One of your staff members has also apparently (unproven) accepted that your shop was responsible for the problem and tried to rectify it (including the other issues raised by the OP through replacing the spacers) - as they were involved with the bike first hand I would tend to believe they were better positioned to make that determination than you are now. Not worth your while continuing it on the hub - rather just contact her directly and quietly make it all better without us knowing about it. If you were in her position you would expect the exact same thing. Just take this one as school fees and be a bit more thorough in future. A new crank, carbon spacers and rear triangle (together with retaining a client) really can't be worth the stress of the bad publicity.
Bub Marley Posted February 3, 2015 Posted February 3, 2015 In order to conclude this matter on this forum we would like to summarize as follows:In this case and in every other request by customers we do respond as and when matters are raised.In this specific matter "facts" and "problems" did "develop" and vary from time to time.Our formal proposal on 22 January dealt with the matter of discoloration of a crank as the one and only issue. The "thank you" response to this e-mail and the fact that no other issues were raised as outstanding substantiates acceptance of our position and the scope of the problem.We are absolutely committed to quality service to each and every customer, but cannot be expected to take responsibility for issues not caused by us.We stand by the fact that the discoloration was not caused by us- in fact this was the only "claim" of this nature ever.Sorry, but this is not good enough and is far from quality service. The issue of the chainstay was raised before by Michelle which you said wasn't. You cannot just say that the discoloration was not caused by you without proof. Do you check each and every bike that gets cleaned yourself? How do you know one of your staff never accidentally used the wrong chemical? You don't and the fact that you're still trying to deflect the blame is ridiculous. The bike came in with black cranks, it came out with silver. Am I missing something here? How can you still not accept responsibility. Wow.
Meentb Posted February 3, 2015 Posted February 3, 2015 In order to conclude this matter on this forum we would like to summarize as follows:In this case and in every other request by customers we do respond as and when matters are raised.In this specific matter "facts" and "problems" did "develop" and vary from time to time. Our formal proposal on 22 January dealt with the matter of discoloration of a crank as the one and only issue. The "thank you" response to this e-mail and the fact that no other issues were raised as outstanding substantiates acceptance of our position and the scope of the problem.We are absolutely committed to quality service to each and every customer, but cannot be expected to take responsibility for issues not caused by us.We stand by the fact that the discoloration was not caused by us- in fact this was the only "claim" of this nature ever.Jy praat nou geweldige bollie. Sies man.
JohanC Posted February 3, 2015 Posted February 3, 2015 In order to conclude this matter on this forum we would like to summarize as follows:In this case and in every other request by customers we do respond as and when matters are raised.In this specific matter "facts" and "problems" did "develop" and vary from time to time.Our formal proposal on 22 January dealt with the matter of discoloration of a crank as the one and only issue. The "thank you" response to this e-mail and the fact that no other issues were raised as outstanding substantiates acceptance of our position and the scope of the problem.We are absolutely committed to quality service to each and every customer, but cannot be expected to take responsibility for issues not caused by us.We stand by the fact that the discoloration was not caused by us- in fact this was the only "claim" of this nature ever. So glad I'm far far away from your shop..Shocking!
Wil6 Posted February 3, 2015 Posted February 3, 2015 In order to conclude this matter on this forum we would like to summarize as follows:In this case and in every other request by customers we do respond as and when matters are raised.In this specific matter "facts" and "problems" did "develop" and vary from time to time.Our formal proposal on 22 January dealt with the matter of discoloration of a crank as the one and only issue. The "thank you" response to this e-mail and the fact that no other issues were raised as outstanding substantiates acceptance of our position and the scope of the problem.We are absolutely committed to quality service to each and every customer, but cannot be expected to take responsibility for issues not caused by us.We stand by the fact that the discoloration was not caused by us- in fact this was the only "claim" of this nature ever.
divernick Posted February 3, 2015 Posted February 3, 2015 Am I missing something, or is this not the perfect opportunity for the shop to say "We're sorry that something went wrong, regardless of fault. We'll fix it because we care about our reputation and our customers." The kind of free PR (good and bad) available online is not to be underestimated. Put your pride in your pocket and fix the issues, refuse to shift blame, take responsibility and then reap the rewards. Simple.
Beast Tech Posted February 3, 2015 Posted February 3, 2015 Despite everything, I am just madly curious as to what can do that to a frame?
pierre- Posted February 3, 2015 Posted February 3, 2015 Redhub eh? That's another bike shop off the list. Thanks for the heads up
Spez247 Posted February 3, 2015 Posted February 3, 2015 I wouldn't want to be a shareholder at Polished Hub... Seems like some facts are being ignored.
nolipoli Posted February 3, 2015 Posted February 3, 2015 Where are they again? ...oh wait, never mind.
rouxtjie Posted February 3, 2015 Posted February 3, 2015 Am I missing something, or is this not the perfect opportunity for the shop to say "We're sorry that something went wrong, regardless of fault. We'll fix it because we care about our reputation and our customers." The kind of free PR (good and bad) available online is not to be underestimated. Put your pride in your pocket and fix the issues, refuse to shift blame, take responsibility and then reap the rewards. Simple.Yip nick, they can see it as an opportunity rather than bad publicity. Cant believe their name is worth that much in an industry where rep is everything. Oh well...
_David_ Posted February 3, 2015 Posted February 3, 2015 Businesses survive and expand when they have good client service - just saying...
Plentipotential Posted February 3, 2015 Posted February 3, 2015 In order to conclude this matter on this forum we would like to summarize as follows:In this case and in every other request by customers we do respond as and when matters are raised.In this specific matter "facts" and "problems" did "develop" and vary from time to time.Our formal proposal on 22 January dealt with the matter of discoloration of a crank as the one and only issue. The "thank you" response to this e-mail and the fact that no other issues were raised as outstanding substantiates acceptance of our position and the scope of the problem.We are absolutely committed to quality service to each and every customer, but cannot be expected to take responsibility for issues not caused by us.We stand by the fact that the discoloration was not caused by us- in fact this was the only "claim" of this nature ever. You've blown it right there guys, opportunity missed.
Guest Smimby Posted February 3, 2015 Posted February 3, 2015 and she forgot to mention a paint job She clearly had the chainstay repaired allready...she did not say that it was resprayed BEFORE it went to the shop It is was done to repair the damage the caused.
Skylark Posted February 3, 2015 Posted February 3, 2015 Where's the whatsapp messages from Brandon to Michelle? Aren't we just relying on the hearsy of Michelle that Brandon admitted the Redhub workshop caused the damage. I think its plausible that somehow things happened at the workshop to cause the crank and chain stay to get discoloured but where's the evidence? Maybe something was spilled on the bike before it got to the workshop (between the race and arriving at the workshop) and Michelle never noticed, maybe the stuff was spilled on the bike during that time but only after washing and reacting with water and cleaning agents did the discolouration become apparent. Michelle seems to believe that Brandon gave a very clear indication or evidence that the damage occurred whilst at Redhub, where is that evidence?
Nick Posted February 3, 2015 Posted February 3, 2015 Topic Locked If either party would like to add any further comment, please contact Admin via email.
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