poor service from agents.

[Cube120]

I need to vent a little here:

In December I discovered a hairline fracture in the swingarm of my rear triangle,that did not occur as a result of impact damage due to where it was on the frame.

Notified the local(RSA) AGENTS via e-mail,telephone call and a few sms's.Because of the time of the year the manufacturers were obviously closed.

 

Early January THE WARRANTY claim was submitted.Yet again though I was the one following up requesting feedback.Was told that the incorrect information was initially supplied and it was rejected. 

The agents then resubmitted the claim.A week later after more mails and sms's(most of which were never responded to by the agents) I eventually received feedback that the claim had been approved but only for the " part"..But no clarity on what part.More messages followed and still no reply received.

 

In short,it has now been over a month and at this stage I do not have any clue as to what the actual outcome of the matter really is.

Paul Opie does not reply to messages or e-mails.

Donovan Chellew who is supposedly the new owner of the CUBE agency in SA also does not respond to e-mails in any way at all.

This is my 3rd CUBE bike and regretfully I now need to seriously reconsider perhaps moving to a brand that offers better backup,relaibility,marketability,etc etc  because this type of poor service is absolutely unacceptable in every  way.Worse still is that in Durban there is no LBS that sells their brand.I wonder why??     

[HairyLegs]

Contact Cube directly:

 

https://www.cube.eu/service/kontakt/

[Don Cube]

HI Dave,

how fortunate that we have all the various emails, sms and several phone calls (thanks to itemised billing)regarding this matter. We received the complaint in December 2016, while we were on leave and explained that Cube .eu was closed till 16 January 2017. By 13 January the claim had been submitted on your behalf.An image of the affected part was sent to Germany and yes, the claim was approved for said part.Not sure what more clarity was needed.

 

We have no control on shipping of the parts but we were going to accommodate you with a part from a brand new bike.

 

As we are a small agency, we operate from Johannesburg only and as the brand is desirable to most serious cyclists, they are happy to communicate with us or through our stockists.

Kind regards,

Donovan Chellew

[PhilipV]

As we are a small agency, we operate from Johannesburg only and as the brand is desirable to most serious cyclists, they are happy to communicate with us or through our stockists.

Kind regards,

Donovan Chellew

No offense Don, but if there is no official stockist in Durban, how is he supposed to communicate with you through your stockists?

As an aside, who is going to fit the part for him in Durban?

 

This sounds like good service (taking a part from a bike to send him leaves you with one bike less to sell. Hope the OP appreciates this) being let down by inadequate communication.

Hopefully Cube SA will put the necessary protocols and systems in place that this is a non-issue in the future.