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”
Wil6 Posted February 2, 2015 Posted February 2, 2015 Michelle, do you have proof of the conversation you had with the bike shop regarding the frame, headset spacers and top cap?
REDHUB CYCLING Posted February 2, 2015 Posted February 2, 2015 This was the reply from Michelle on 23 January: “ From: MichelleSent: 23 January 2015 09:15To: Redhub CyclingSubject: Re: Shimano XT Crank arms Good Morning WillieThank you for taking time out of your busy schedule to reply.Brandon can deliver my cranks to my office on Monday morning, I will give him the cash for the 'service' in personRegards, Michelle”
REDHUB CYCLING Posted February 2, 2015 Posted February 2, 2015 Michelle, do you have proof of the conversation you had with the bike shop regarding the frame and headset spacers and top cap? We offered a new crank,( our formal reply) as you can see from her reply on 24 January there were no other issues raised. Surely if there was any other issue she would have raised it here??“ From: MichelleSent: 23 January 2015 09:15To: Redhub CyclingSubject: Re: Shimano XT Crank armsGood Morning WillieThank you for taking time out of your busy schedule to reply.Brandon can deliver my cranks to my office on Monday morning, I will give him the cash for the 'service' in personRegards,Michelle”
Wil6 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.oven cleaner can do that type of damage. My brothers daughter once helped me wash my bike and I use oven cleaner on my cassette and chain. Well long story short, she sprayed oven cleaner on my X9 cranks and I could see the paint boiling of! Luckily the oven cleaner did nothing to my carbon frame
Slowbee 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.and she forgot to mention a paint job
REDHUB CYCLING Posted February 2, 2015 Posted February 2, 2015 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”
Goodbadugly Posted February 2, 2015 Posted February 2, 2015 A long time ago I was dumb enough to clean the stanchions of my Fox RL 100 fork with oven cleaner. Needless to say the anodizing came off... An expensive lesson.
Michelle85 Posted February 2, 2015 Author Posted February 2, 2015 Michelle, do you have proof of the conversation you had with the bike shop regarding the frame, headset spacers and top cap?I have got the original emails which Red hub are choosing to ignore where I mentioned all the damage to the frame, I will reply formally as soon as I get home
shaper Posted February 2, 2015 Posted February 2, 2015 Obviously there is and has been a communication breakdown with regard to the issue of the crank. If the crank was going to take weeks, personally if it had been my business I would have phoned around other local bike shops to find one and then replaced it with the bike shop I borrowed one from. Redhub if you are servicing and cleaning the bike, why would there be a need for replacing the top cap and spacers with what sounds like pin parts lying around the shop? This is also of concern and does not seem to have been addressed / overlooked? The question of the chain stay both parties need to discuss if one is saying this is the first they have heard of it. And I reiterate that obviously communication and proposed remedies has not been great to make someone go to social media as the hub to try and get the matter resolved
SwissVan Posted February 2, 2015 Posted February 2, 2015 I have got the original emails which Red hub are choosing to ignore where I mentioned all the damage to the frame, I will reply formally as soon as I get home Michelle, when did u first notice the polished crank arm(s)? This is a good reason why owners should take photos of bikes at delivery AND even bike shops do a receiving and delivery inspection and get the customer to sign it.
Escapee.. Posted February 2, 2015 Posted February 2, 2015 Why are these stories never a open and close case? Always irregularities by either the shop or the client. Please guys if you going to rant ans rave, give only facts and not a version of the truth.
SwissVan Posted February 2, 2015 Posted February 2, 2015 Why are these stories never a open and close case? Always irregularities by either the shop or the client. Please guys if you going to rant ans rave, give only facts and not a version of the truth. LOLI work in the aircraft maintenance industry and 75% (conservative) customers bring their planes in for inspection / service with nothing wrong, no snags reported by them but a few weeks after the plane leaves the workshop there is a long list of "ever since you..." snags they want fixed for free. I'm not saying this the case here at all
Boerklong Posted February 2, 2015 Posted February 2, 2015 Well I have heard both sides of the story and for me Red Hub have themselves covered. At least they replied and their side of the story has some weight to it. Hopefully this matter can be resolved with no extra damage to either party.
TALUS Posted February 3, 2015 Posted February 3, 2015 One of the parties is lying. I am tired of being lied to! Around today somebody will make a call or threat to Admin and then the thread will be locked. Don't invest too much time or mental energy here. It would have been nice if the OP included the "full" picture from the start...
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