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today's rubbish internet bike shop customer service

(13 posts)

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  1. wingpig
    Member

    Look: My mudguard eyebolt broke the second time I adjusted it.

    "Ooh. That sounds bad. Send us a picture of it."

    There you go.

    "Send us another picture. Can't quite tell what's going on there."

    There you go again. Here's my broken bit, here's a close-up of a similar product from another internet bike shop and here's the product I bought, from your website.

    "Hello wingpig,

    I have checked with the warehouse and I am sorry to say that we do not have any spares available. I have had a look online and by searching "sks mudguard spares s-type" they are available for sale.

    I hope this helps,

    Kind Regards
    Thingby
    Planet X Cycle to Work/Customer Service"

    Posted 8 years ago #

  2. stiltskin
    Member

    Planet x. 'nuff said

    Posted 8 years ago #

  3. The Boy
    Member

    That is pretty shoddy. I bought a supposedly indestructible dog harness with a lifetime guarantee from the shop in Roseburn. Dog ate through it.

    Figured since Roseburn is such a long way away*, I would chance my arm sending a request through the American company's website. They passed my request to the UK distributor that evening, the UK distributor sent a replacement the following lunch time and I had it the day after that. No questions.

    *intersting story given current goings on. I would be going by Roseburn 4 days a week at the time. It didn't even occur to me that I pass the shop in question until my partner queried why I returned the harness online. Had I actually been going past rather than round the back I probably would have taken it back to the shop - and bought some stuff for the wee man while I was there.

    Posted 8 years ago #

  4. wingpig
    Member

    A few days earlier SJS just sent me a whole new brake when the noodle-side spring broke, without requiring me to send the broken one back, which is why Planet X have been advised that their reply is unconstructive.

    Posted 8 years ago #

  5. SRD
    Moderator

    really poor.

    Posted 8 years ago #

  6. deckard112
    Member

    I've had parts replaced by SKS directly free of charge no questions asked. Ping their customer service a line, you never know. Word of caution, they do take a little time to respond.

    Posted 8 years ago #

  7. Nelly
    Member

    Planet x are garbage.

    Wife bought me a merino top a couple of Christmases back.

    It was washed in accordance with instructions and came out sized for a ten year old child.

    Emailed planet x and their response was a bit "oh well, thanks for telling us, bye bye".

    They are now on my boycott list along with Salvatore's chippy.

    Posted 8 years ago #

  8. wingpig
    Member

    Only problem with calling SKS is that the mudguards are Stronglight. Although it took me a year I did eventually get PlanetX to re-send me some lights the post had eaten, so I'll keep at them and use my bodged stay-clamp in the meantime.

    Posted 8 years ago #

  9. deckard112
    Member

    Ah, misunderstood the thread and thought they were SKS.

    Posted 8 years ago #

  10. sallyhinch
    Member

    There are consumer laws which cover this. If something's not fit for use then you can return it within 6 months and get your money back. Shrinking tops and breaking mudguards would seem to be included under that heading. If they don't play ball then it's a job for trading standards.

    Posted 8 years ago #

  11. Snowy
    Member

    Yes, worth reporting to Trading Standards sooner rather than later. Unlikely that Trading Standards would take any legal action over individual cases but they do so when there is a weight of evidence that a trader is regularly failing to comply with the law...so each report adds weight. Reputable businesses do not want to appear on the list.

    Posted 8 years ago #

  12. wingpig
    Member

    Nudge, poke, nag.

    "Hello wingpig,

    We have decided, as a gesture of goodwill, to send the broken part free of charge. We wouldn't normally do this as the part was broken during fitting.

    Could you please confirm your delivery address please?

    Kind Regards
    Thingby
    Planet X Cycle to Work/Customer Service"

    Posted 8 years ago #

  13. kaputnik
    Moderator

    iThey are now on my boycott list along with Salvatore's chippy.

    Oh dear! He gave you vinegar instead of sauce?

    Posted 8 years ago #

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