fbrill Posted February 2, 2015 Posted February 2, 2015 I would give them a bit more time, as a business you are not making a comment like a normal forum member but a statement that reflects on the business and is legally more binding. But staying silent often speaks volumes. I would also add that 3 hours is not "a lot of time" to respond for a brand - I've taken my bike to RedHub multiple times and have had nothing but great service and workmanship! I'm sure RedHub will have a reasonable explanation for this!
Escapee.. Posted February 2, 2015 Posted February 2, 2015 I would also add that 3 hours is not "a lot of time" to respond for a brand - I've taken my bike to RedHub multiple times and have had nothing but great service and workmanship! I'm sure RedHub will have a reasonable explanation for this! 1st post, not fishy at all
REDHUB CYCLING Posted February 2, 2015 Posted February 2, 2015 REDHUB CYCLING: To All Concerned.The facts in this situation are quite simple.Michelle, who lodged the complaint, is the only person ever with whom we decided to deal in writing only. The reason for this was as a result of the “complaint” varying in nature, the representation of the facts changing and Michelle using abusive langue on the phone to staff, and a number of inconsistencies which would be better served by dealing with such a problem in writing. It would be of NO BENEFIT to keep washing DIRTY WASHING on a medium such as THE HUB.We will post our reply as was done in writing to Michelle here and her reply in turn. The extend of the issue raised was “discoloration” of her Shimano crank. The complaint was that it was said that the crank discoloured after we serviced and more importantly WASHED the bike.Our reply IN WRITING dealt with this discoloration only. Her reply, and AGREEMENT to our proposed solution, SUBSTANTAITES, the extend of the problem raised by her.Our workshop wash many bikes on a daily basis and for some reason , Michelle’s bike is the only one EVER to discolour after washing it with the same commercial products and the same method as all the other bikes which are somehow cleaned without any problems.She now makes a claim regarding the frame, which was NOT EVEN PART OF THE ISSUE.We offered Michelle a replacement crank even though it is our firm believe that the problem was not caused by our methods or materials used.Surely, if there were additional problems, other than the discoloration issue, she would have said so in her reply, to our proposed solution.Other “problems” raised by her now, was NOT on the table.She agreed to a REPLACEMENT CRANK as the total solution. We proposed a replacement crank in order TO GIVE HER THE BENEFIT OF THE DOUBT.THE current crank was polished before as a possible solution which she agreed to at THE TIME, but later changed her mind.The crank she has, is totally functional, so she can ride the bike. We intend to REPLACE her crank as offered as soon as we have it. We sell all new bikes fitted with SRAM only, and as a result did not have the specific Shimano crank in stock. The replacement crank is on order and we informed her that we will let her know as soon as it ARRIVES.The issue of THE REAR STAY OF THIS BIKE was not even raised, THIS IS A NEW ISSUE RAISED ON THE HUB.We notice with interest that a LOGICAL comment was already made.Lawyers are mentioned and should not be part of the equation, but in a case like this, a shop might have little choice.Finally the offer in writing was made to her when the ISSUE was raised , the timing and claimed reluctance of the shop is NOT AT ALL what it is presented to be.SHE agreed to our representation of the problem and solution on 23 January. We had a visit from a representative of Shimano on 26 January. The shop acknowledges that the replacement of the discoloured crank takes a few weeks rather than a few days.We have many customers who would be able to confirm that we always do our best to resolve problems.E-mails below between REDHUB and Michelle:”On Thu, Jan 22, 2015 at 5:25 PM, Redhub Cycling <info@redhub.co.za> wrote:Hi Michelle. I have the facts regarding your matter as follows: 1. Regardless of what private communications took place between you and Brandon Smith, the discolouration of your Shimano XT crank arms were not caused by any chemicals or methods used by us in our workshop. Your crank arm is the only example of this occurrence since the opening of our workshop. We have been and still are using the same chemicals since we have opened. 2. However to protect our reputation and name we will replace your Shimano XT Crank arms at our cost. 3. If you agree the way forward is as follows: We will order replacement Shimano XT crank arms. You can collect these in person or we will arrange for delivery to your address. 4. The offer is on condition that you pay your outstanding account in full prior to receiving the replacement product. Willie Esterhuyzen.011-028-9735”
EmptyB Posted February 2, 2015 Posted February 2, 2015 I would also add that 3 hours is not "a lot of time" to respond for a brand - I've taken my bike to RedHub multiple times and have had nothing but great service and workmanship! I'm sure RedHub will have a reasonable explanation for this!Long way for you to travel from Kyalami Hills.....just curious?
fbrill Posted February 2, 2015 Posted February 2, 2015 Long way for you to travel from Kyalami Hills.....just curious? Originally bought my Trigon from them, I work Randburg's side, so don't mind travelling that extra bit. Like I say, I've had nothing but great service from them.
beachless Posted February 2, 2015 Posted February 2, 2015 REDHUB CYCLING: To All Concerned.The facts in this situation are quite simple........ Guys I suggest removing Michelle's emails and especially her email address. She has already stated the same in her original post. And good on you for replying so quick.
EmptyB Posted February 2, 2015 Posted February 2, 2015 Originally bought my Trigon from them, I work Randburg's side, so don't mind travelling that extra bit. Like I say, I've had nothing but great service from them.Thought so, thats why I was asking. I've had brilliant service from Redhub too. I don't ride Trigon but they've serviced and cleaned my bike (with black XT cranks) numerous times and it always looks fantastic when I collect!
Gandalf Posted February 2, 2015 Posted February 2, 2015 Thanks Mackie, I did have a rubber tube on there for a few days but the marks only appeared after they had it. Regarding the chain stay:How do you know for sure that the problem was not already there when you sent the bike in? Did you take the rubber tube off and then send the bike in or did you leave it(rubber tube) on when you sent the bike in?
Skylark Posted February 2, 2015 Posted February 2, 2015 The story, always another angle, to be continued. A bit of a crazy one for the op to show pics of her crank all nice and polished as if that was the originally disputed damage and conveniently fail to mention that was as a result of the shop trying to polish them to remedy the original issue. Or did I miss the plot somewhere? The anodizing on XT cranks is very resistant to cleaning agents, some pretty vicious chemical would be needed to affect it.
Matchstix Posted February 2, 2015 Posted February 2, 2015 Redhub what do you use to clean bikes if I may ask?
JXV Posted February 2, 2015 Posted February 2, 2015 did you have a slap sock on that stay by any chance?It looks to me as if the bike was washed or exposed to some chemical that 'bleached' the anodised parts and also the paint on the chainstay where it remained wet for some time under a slapsock or similar protection. The chemical involved may have been applied by either the owner or the shop...we can't tell from here. If it was the shop that did this one would expect more than just one unhappy customer. Oxidising agents like chlorine ( bleach) or peroxide , strong alkalis like paint stripper and certain types of degreasers containing citrus oils might be able to do this kind of damage. I hope matter is resolved peacefully. From the information presented here we are not able to judge the issue fully.
DIPSLICK Posted February 2, 2015 Posted February 2, 2015 I say awareness was raised as the OP wanted the bike shop responded, let them take it private before the bags come out, if either of the parties can't resolve it in a few days, then one of them ask admin to re open , because from now on it will turn to the usual
Skylark Posted February 2, 2015 Posted February 2, 2015 Where's Brandon now, pretty sure he will have the real answers as to what took place. I have personally witnessed the sometimes crazy shenanigans that go on in workshops, guys bring "work" from home, try new things they learnt from the workshop guy down the road who gave them this "stuff" that's cleans like "mad", etc and then when the sheet hits the fan "no one knows" what happened, "thats how it was", shop owner has to decide to go with the word of his workers or the customer.
REDHUB CYCLING Posted February 2, 2015 Posted February 2, 2015 Redhub what do you use to clean bikes if I may ask?As mentioned in our formal reply :Firstly frame damage was not raised as an issue, to our surprise its now raised on the HUBSecondly, a main stream brand for the purpose of cleaning bikes, is being used and absolutely "NO" other instances of discoloration has been reported!
REDHUB CYCLING Posted February 2, 2015 Posted February 2, 2015 Where's Brandon now, pretty sure he will have the real answers as to what took place. I have personally witnessed the sometimes crazy shenanigans that go on in workshops, guys bring "work" from home, try new things they learnt from the workshop guy down the road who gave them this "stuff" that's cleans like "mad", etc and then when the sheet hits the fan "no one knows" what happened, "thats how it was", shop owner has to decide to go with the word of his workers or the customer.we responded in detail else where- no other instances were reported! This bike was at a stage race before it came to our shop- who knows what happened there? Please read our formal response earlier.
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