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Good service

(10 posts)
  • Started 12 years ago by Instography
  • Latest reply from recombodna
  • This topic is not a support question

  1. Instography
    Member

    Picked up a new Genesis Croix de Fer from Evans at Braehead in Glasgow. Nice shiny Cycle to Work scheme toy and drive it home. Used it on Monday to have a nice smooth geared ride to work but on the way home the rear wheel starts to feel uncertain - slightly wobbly like the start of a puncture but it gets no worse. Broken spoke maybe? I make it back to the car and checking the spokes find that there is almost no tension in any of the spokes on the rotor side of the wheel. Not good but not worth driving 90 miles to Glasgow and back to get it trued so I asked the Bike Chain to fix it. I figure I’ll still be better off after I've paid.

    Later I decided to email Evans just to let them know. I mean, it’s not their fault. Genesis built the bike and the wheel was good enough to get me 10 miles so a shop check would probably have revealed nothing. They could have shrugged and apologised and said they would tell Genesis but they’re sending me a £15 voucher to cover the cost of the work done by the Bike Chain. Good service all round.

    Posted 12 years ago #

  2. amir
    Member

    Enjoy your new bike!

    Have you checked the quick release tightness? I had this as a problem on my formerly new bike.

    Posted 12 years ago #

  3. Cyclingmollie
    Member

    Good result. What's Evans Braehead like compared to EBC? Is it worth a detour on a visit to Glasgow city centre?

    Posted 12 years ago #

  4. DaveC
    Member

    Looks nice, I'll have to take a ride over to see it one weekend on my Cotic >X< for a comparison. I didn't notice it was Reynolds stel framed, or I might have considered it more when I was looking for Steel framed Xcross bikes last summer. Nice groupset too, mines half Sora/Tiagra, but I got carbon forks for a hundred quid extra taking me to the limit of £1000 (not inclusing an extra £75 for Discs). I see this is similar but has Cro Mo forks? We're similar sizes, perhaps we could try a swapsy for a wee ride to try the others bikes?

    Dave C

    Posted 12 years ago #

  5. DaveC
    Member

    Evans is supposed to be coming here to Edinburgh in Spring.

    Posted 12 years ago #

  6. recombodna
    Member

    Fair play to Evans but it s a shocking state of affairs that bikes are allowed to leave the factory n that state.I would have thought better from a company like Genesis. A wheel has to be pretty badly made to lose spoke tension like that in 10 miles and could have resulted in a nasty accident. My wifes new bike had similar silly nuts and bolts loose on it when we took it home from hellfrauds........ pretty shocking really!

    Posted 12 years ago #

  7. kaputnik
    Moderator

    Later I decided to email Evans just to let them know. I mean, it’s not their fault

    Surely as a retailer it is their fault. You are buying it from them, not the supplier. If a supplier sends them a bike that they have ordered for you, surely they have a responsibility to ensure that the bike is fit and safe for riding.

    I mean good on them for sending you the cost of the repair, but bad on them for letting a bike leave their premises without checking it over to identify this problem.

    Posted 12 years ago #

  8. recombodna
    Member

    The croix de fer is also supposed to be their "cross" bike with disc brakes 2 very good reasons to have a well built safety checked wheel...... ( not that you need any more reasons other than it's a wheel....)

    Posted 12 years ago #

  9. Instography
    Member

    Not having checked it myself, I don't know what the wheel was like when I started riding it but it took 10 miles of riding for it to go wobbly so I'm not sure how they would have found anything wrong with it. Maybe it would have been obvious if they'd pinged the spokes. I don't know but I'm also guessing that they could easily have refused to do anything about it unless I delivered the dodgy wheel to their shop (at my expense) for inspection and repair. They didn't. They just accepted my story, my price and paid up. That's what I think is good service about it. I agree, it's their responsibility whether it's their fault or not. They took responsibility, even though I wasn't even asking them to. I more gave them the opportunity and they took it.

    @ Tom - The shops pretty small compared to EBC but they've got a good range of bikes and accessories packed in.

    Posted 12 years ago #

  10. recombodna
    Member

    "I'm not sure how they would have found anything wrong with it"

    By checking the spoke tension.... Perhaps they paid up so quick because A: They were relieved that you weren't making too much of a fuss about a potentially serious mechanical oversight and B:They were relieved that you weren't making too much of a fuss about a potentially serious mechanical oversight

    I would have made a Fuss. I think YOU deserve the good service award for most understanding customer of the year.

    Posted 12 years ago #

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