Terrible service from RedHub Cycles

[Michelle85]

Thank you everyone for you input and theories.

 

I have acheived my goal of getting a reaction from RedHub, It fascinates me that it takes them 3 days to reply to private emails, or not even at all, but when the public are involved, they can reply almost immediately. Here is the original email conversation between Willie and myself where I clearly mention the damage to my frame:

 

Willie Esterhuyzen

Jan 19

 

to me

Hi Michelle,

 

I refer to your discussion with Edmund at the shop today.

 

After getting feedback from Edmund with regards to your conversation today , I would prefer to deal with your matter in writing.

Could you please inform me as to your requirements?

At this point , I am aware that payment of your account from 19 December 2014 , is outstanding.

Regards,

Willie Esterhuyzen.

 

Michelle Beetge

Jan 20

 

to Willie

Good Morning Willie

 

Thanks for getting back to me

 

On 17 Dec I brought my bike to Brandon to replace my brakes and bearing and to do a major service after a VERY muddy race at Sabie. I have trusted Brandon with my bike numerous times and I have always been happy with the service that I got.

 

When he returned my bike to me, the cranks were stripped down to the chrome alloy (they were pitch black), the carbon chain stay has the same damage and the handle bar spacers and top cap also had the same damage. He first said that the problem was with Shimano and that they had a problem batch with their iodizing process, I am not an idiot and when I confronted Brandon with these issues he then admitted that the damage was caused by your guys in the shop and he promised to replace all the damaged parts with original Momsen parts, which never happened (I have saved the WhatsApp conversations between Brandon and Myself regarding this).

 

He placed the spacers and top cap with scraps from the shop and I am still waiting for the cranks which he apparently had to ship in and they are currently in P.E waiting to be cleared (Shimano are based in Joburg so I have no clue why he had to ship my cranks in).

 

With regards to the unpaid invoice, as I told Brandon, I will not pay it until my bike is restored to the condition that it was in when I gave it to him, which he agreed to. My warranty with Momsen will be void if I keep my bike in the condition that it is in at the moment and I didnt pay this amount amount of money for a bike just for it to be destroyed by incompetent staff.

 

I look forward to your feedback

 

Kindest Regards,

Michelle  

 

Hopefully this can now be sorted out privately, but seeing as I still have not been contacted directly, I will not be holding my breathe.

 

Thank you all

[Michelle85]

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...

 

I would have posted a "full" picture, but the images are too big to upload so they had to be cropped. Thanks

[(Deon)]

"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.

 

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.

 

We intend to REPLACE her crank as offered as soon as we have it.

 

The replacement crank is on order and we informed her that we will let her know as soon as it ARRIVES.

 

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."

 

--------------

 

REDHUB, a few quick questions.

 

1. When did Michelle agree to the replacement crank as a resolve to only the crank issue?

2. Why was representation of the issue offered only on the 23rd Jan when seemingly the issue was brought to your attention in Dec?

3. Why does the issue of "discolouration" take longer according to the Shimano rep? Is this a warranty claim or are you replacing the crank at your expense as you have stated?

[Michelle85]

 

"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.

 

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.

 

We intend to REPLACE her crank as offered as soon as we have it.

 

The replacement crank is on order and we informed her that we will let her know as soon as it ARRIVES.

 

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."

 

--------------

 

REDHUB, a few quick questions.

 

1. When did Michelle agree to the replacement crank as a resolve to only the crank issue?

2. Why was representation of the issue offered only on the 23rd Jan when seemingly the issue was brought to your attention in Dec?

3. Why does the issue of "discolouration" take longer according to the Shimano rep? Is this a warranty claim or are you replacing the crank at your expense as you have stated?

 

Hi Deon

 

RedHub ignored the frame damage and he only proposed the solution of replacing the crank arms, so I assumed that is all he is willing to take responsibilty for.

 

Thanks for your input:-)

[Wil6]

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: Michelle

Sent: 23 January 2015 09:15

To: Redhub Cycling

Subject: Re: Shimano XT Crank arms

Good Morning Willie

Thank 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 person

Regards,

Michelle”

From the email Michelle just posted, it seems she did mention the damage to the other parts?

[Flowta]

Thank you everyone for you input and theories.

 

I have acheived my goal of getting a reaction from RedHub, It fascinates me that it takes them 3 days to reply to private emails, or not even at all, but when the public are involved, they can reply almost immediately. Here is the original email conversation between Willie and myself where I clearly mention the damage to my frame:

 

Willie Esterhuyzen

Jan 19

 

to me

Hi Michelle,

 

I refer to your discussion with Edmund at the shop today.

 

After getting feedback from Edmund with regards to your conversation today , I would prefer to deal with your matter in writing.

Could you please inform me as to your requirements?

At this point , I am aware that payment of your account from 19 December 2014 , is outstanding.

Regards,

Willie Esterhuyzen.

 

Michelle Beetge

Jan 20

 

to Willie

Good Morning Willie

 

Thanks for getting back to me

 

On 17 Dec I brought my bike to Brandon to replace my brakes and bearing and to do a major service after a VERY muddy race at Sabie. I have trusted Brandon with my bike numerous times and I have always been happy with the service that I got.

 

When he returned my bike to me, the cranks were stripped down to the chrome alloy (they were pitch black), the carbon chain stay has the same damage and the handle bar spacers and top cap also had the same damage. He first said that the problem was with Shimano and that they had a problem batch with their iodizing process, I am not an idiot and when I confronted Brandon with these issues he then admitted that the damage was caused by your guys in the shop and he promised to replace all the damaged parts with original Momsen parts, which never happened (I have saved the WhatsApp conversations between Brandon and Myself regarding this).

 

He placed the spacers and top cap with scraps from the shop and I am still waiting for the cranks which he apparently had to ship in and they are currently in P.E waiting to be cleared (Shimano are based in Joburg so I have no clue why he had to ship my cranks in).

 

With regards to the unpaid invoice, as I told Brandon, I will not pay it until my bike is restored to the condition that it was in when I gave it to him, which he agreed to. My warranty with Momsen will be void if I keep my bike in the condition that it is in at the moment and I didnt pay this amount amount of money for a bike just for it to be destroyed by incompetent staff.

 

I look forward to your feedback

 

Kindest Regards,

Michelle  

 

Hopefully this can now be sorted out privately, but seeing as I still have not been contacted directly, I will not be holding my breathe.

 

Thank you all

 

That's pretty damning stuff, I want to see how they back-pedal out of this now

[Wil6]

That's pretty damning stuff, I want to see how they back-pedal out of this now

I would like to see the whats app conversations between Michelle and Brandon. That will be the nail in the coffin regarding not knowing about the other parts that were damaged.

[scotty]

Chatted to my LBS yesterday who regularly deal with shimano , they not aware of this problem.

 

 He first said that the problem was with Shimano and that they had a problem batch with their iodizing process

[Slowbee]

Michelle, please REFRAIN from posting personal email address's in your posts. Post content by all means, but keep email address's out.

 

Next time this happens your posts will be deleted.

[Mackie]

What fascinates me is that one of the 2 parties are lying, and they do it with a seemingly straight face.

There is more to this story, I stand by the fact that the chain stay was discoloured from the slap sock, not the stores fault, I really would love to know how you mess up anodizing on components, I am unable to reconcile how this happened, they happy to swop the cranks, fair reaction in my book, where does Brandon sit in this, did he have mandate to make these offers, get the story from him I reckon.

Why polish the cranks in the first place, that's dumb, unless the customers agreed, no reasonable person would undertake polishing the cranks without a discussion first.....

[LeTurbo]

The thick plottens...

[Mackie]

The main issue for me is, if the chemical used, damaged the anodizing on a few parts, and did that to the chain stay, how on earth is that the only damage? Surely the entire bike and its components would show some sort of damage and not be localized to a few components?

I'm calling BS here, this makes no sense, non.

[l4y3rcake]

The main issue for me is, if the chemical used, damaged the anodizing on a few parts, and did that to the chain stay, how on earth is that the only damage? Surely the entire bike and its components would show some sort of damage and not be localized to a few components?

I'm calling BS here, this makes no sense, non.

 

 

The bike went in for a major service. Surely it was taken apart for this? Very plausible for only certain parts to be tainted.

[Mackie]

The bike went in for a major service. Surely it was taken apart for this? Very plausible for only certain parts to be tainted.

I doubt that there is a bike shop on the planet that takes a bike apart and washes the parts separately.

[NicoBoshoff]

I doubt that there is a bike shop on the planet that takes a bike apart and washes the parts separately.

Maybe the slapsock was taken off and because it was dirty underneath they used the cleaner on that bit only?

[Super_mil]

Playing devils advocate here, but the complainant mentioned a very muddy race in Sabie (thus the service), was the bike washed at Sabie (or sometime after the race & before getting to the LBS)? If so could a chemical have been used then?