Bike Shop Damaged My Frame Issue - Help!

[Veebee]

You should come check my garage!!!

 

your profile pic clearly shows that you are a Spez fanboy

[mrcg]

Things to do before going to the office to lay a complaint:

 

Even careful buyers sometimes encounter problems with goods they have purchased or a service they have utilised. If you have a consumer related query, you can follow the process below:

First go back to the business

• CONTACT the business you dealt with as soon as possible
• IDENTIFY the specific problem and support it with evidence such as the damaged item, the contract or receipts. When working with documents, keep the originals and work only with copies
• BE CLEAR on how you want your complaint to be resolved. Would you like a refund, repair or something else
• FIRST TRY to resolve the matter directly with the person responsible for the transaction
• IF THIS FAILS, go up the line of authority as far as necessary (manager, customer service representative, etc.)
• DOCUMENT your steps. Write down the details of your complaint. Note to whom you spoke and the date on which the conversations took place
• MAKE A genuine attempt to settle the dispute yourself

 

Wonder if creating a thread on BIkehub.co.za would count as resolving or document your steps?

 

Thanks Savage,

think i'm fully covered here.

Eight weeks of email trails with full specifics will cover it all. Calls also recorded.

The thread here is for the benefit of other consumers.

 

However, as mentioned, if posts get deleted here without any contact or explanation from BikeHub, then I am concerned.

As you all should be too

#justsaying

[Pure Savage]

This thread has the legs to go till Friday!

[Pure Savage]

Thanks Savage,

think i'm fully covered here.

Eight weeks of email trails with full specifics will cover it all. Calls also recorded.

The thread here is for the benefit of other consumers.

 

However, as mentioned, if posts get deleted here without any contact or explanation from BikeHub, then I am concerned.

As you all should be too

#justsaying

Yeah, I have had many a post deleted. Its not the end of the world, part of the reality of running a forum. They have sponsors etc that they get paid by to keep them in business. Dont take it personally. Without the likes of Trek, Momsen, Spez, Canyon, Spur paying for advertising the Hub could not be here and awesome. 

 

Like dont mention Coach Swen Lauer or sitting on a top tube of a certain bike.

[Me rida my bicycle]

Have to say I have dealt with Spaz warranty directly in the past and all was sorted out rather quickly. I think the problem here is the shop. If it was only a Spaz shop they could do the warranty but because this is cycles direct fault the shop is has to flip the bill and that's where the issue is.

 

This is just what I think.

[RobertWhitehead]

I think it's WMC - you moved from WC to Centurion so now you're previously advantaged  . 

[Nick]

No conspiracy. The posts were removed for containing private communications and personal details. It's against our rules.

 

We also removed any posted quoting them. Including the Specialized post.

 

These latest posts including the same will also be removed.

[Pure Savage]

No conspiracy. The posts were removed for containing private communications and personal details. It's against our rules.

 

We also removed any posted quoting them. Including the Specialized post.

 

These latest posts including the same will also be removed.

See no conspiracy. Just the forums rules which many have never read.

[Dirkitech]

See no conspiracy. Just the forums rules which many have never read.

To be fair, when I want to reference them I can only ever find them by going through a certain member's past posts where they shared a link. I can't get to it directly - last tried first quarter this year.

[mrcg]

No conspiracy. The posts were removed for containing private communications and personal details. It's against our rules.

 

We also removed any posted quoting them. Including the Specialized post.

 

These latest posts including the same will also be removed.

Fair enough Nick. Apologies, I was unaware. I thought somebody would be in touch if I was posting against the rules.

Is it then OK for me to quote the content of communications with me?

[LongDonkey]

My cups from the purple bike actually all looks fine.

 

But are they in Mint condition?

[V12man]

But are they in Mint condition?

Will they still be in mint condition post some servicing by an authorised dealer is a fair question to ask?

[Hairy]

My cups from the purple bike actually all looks fine.

 

ppftttt....amateur

 

[Wannabe]

Only if the fault is a common known one and it is repaired with epoxy. Or by a poxy? 

 

Proxy ?

[Dusty]

To the OP. How much warranty of the 5 years do you have left? If more than the 6 months of the offered settlement you have no choice but to fight further, otherwise you lose on all counts.

[mrcg]

Sorry to derail your thread guys.....but I need to bring it back to the original situation: Cycles Direct irreparably damaged my bike and now refuse to replace the frame, although they initially offered this. Specialized SA have indicated that they are mediating, however, up to now I have had no feedback. Well, it is Monday...... ​ 

 

Anyway, for completeness, herewith a post deleted by admin on 2 August around 2pm:

 

Well guys, I have previously not moved on to the actual naming and shaming, as this is/was still an ongoing process where I was hoping for a satisfactory resolution to this matter. I was giving the shop the opportunity and benefit of the doubt to “come right”.

 

Having then taken some of your responses into consideration, I advised shop that I will forgo the lengthy discussions and fighting and asked them to ship the new 2019 replacement frame to me, as per their previous offer.

 

However, I just received word from the owner Gina Wills of Cycles Direct in Sunningdale (Blouberg) and they have now managed to push me over the edge.

 

Their message essentially was that they sought "professional advice on this matter, and therefore their "only offer is the have your 4 year old frame repaired by Bogus Designs with a 6 month written warranty. As stated, Bogus Designs do this type of repair on a regular basis and guarantee workmanship for 6 months."

So, the cat is out the bag. I now have no quandary at all in exposing this shop and their unprofessional behaviour, choosing to treat a long-term customer with absolute disdain and trying to cover up their negligence, ineptitude and incompetence with half-truths, lies and now with unethical practice.

 

 

The brand concerned is, as most of you already guessed, Specialized. I have in the interim also written to Specialized USA Head Office and will see what their response is. I won’t be holding my breath though. Specialized SA (Stellenbosch), is not willing to do any more for me: I again spoke to a leading customer care person, who was quite understanding and supportive (as posted earlier) but also only diplomatic and non-committal, citing that their hands are tied. It boggles my mind that a brand is basically held “ransom” by a store that represents their brand.

 

I will not place the string of emails and pictures here, but they are of course all available.

 

Luckily, I have a good lawyer friend who is only to happy to take this on and make their life a misery. I will of course post this sorry saga to any and all social media avenues as possible to warn fellow bikers to avoid this place and rather take your business elsewhere.

 

Bike: Epic Comp Carbon 2015 Model – I got it new in March 2016.

 

 

Addition:

I have advised Cycles Direct of the following too (as they clearly are not experts in this): As specifically stated and explained before, a repair in that highly sensitive area (BB shell) is absolutely not an option and therefore an unacceptable solution.

I have been advised by experts in the field, that this is not an advisable or workable solution.

 

A lawyers letter is being drawn up as we speak. And various other channels are also being "used" - I'm taking one for the team guys, and going the distance.

So, that is current status quo. Thought you guys would want to know.

Admin: hope the above is in order. Or still offensive to the rules. Please advise.

 

Now back to those epoxied cups....