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BIKE ADDICT

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    http://www.bike-addict.co.za

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  • Province
    Western Cape
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    Malmesbury

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  1. We are not doing anything because of pressure. We are doing because we want to. We have found a solution and then we decided rather to refund and not make the situation any more uncomfortable for the client and us. We have done nothing wrong in terms of following the correct warranty procedures. That I will stand by. After the initial rubbing issue the problem was sorted out and the technicians will never attempt to repair a bent blade we would have received faulty from the start if that was the case. Choose to support us or not but this could not have been handled differently and all “warranty” claims can not just be accepted as the store decides.
  2. We have deceided to refund the customer on his purchase as we do not feel he will be 100% happy with the bike. We were just following procedures and was not trying to be difficult or unhelpful at any stage.
  3. We are not saying you are lying, we are saying what the other parties said what the damage looks like. If there was a weak point in the chainring or how it bent we will not know, but we are replacing it out of good will. As in my previous post its not about how much or little you spend, but about the correct procedure to follow in a warranty claim.
  4. more photos. Let us rather not contradict ourself here and discuss this further with the client. About the spelling...sorry was don't late night from a cellphone.
  5. Here is some pictures of the damaged ring bent to the outisde. An incorrect shift or loose bolts would cause it to bend to the inside not outside.WE are still assisting the customer but 1st had to submit the warranty claim in the correct way. The bike in question is R17 000 and purchased 3 months ago, but that is not what is about. If a customer spends R100 or R50 000 we try to treat everyone the same and fairly and submit warranty claims in the same way. Johan, we would like to discuss the matter with you personally rather and Durwan will contact you.
  6. We will rather leave this discussion with our client directly. Unfortunately we will no longer entertain any hub forums, even if what the client says is true or false. Cannondale’s reaponse was as follows and note what they are saying to workmanship: Hi Ederies, I have looked at the pictures provided. The damage to the chainring are not consistent with the type of failure associated with a defect in workmanship or material. It is most likely as a result of some external force or impact, and would not be covered by the Cannondale warrantee. Please see warrantee terms below; https://www.cannondale.com/en/USA/WarrantyInfo Roubaix world is the agent locally should you require a replacement part. http://roubaixworld.co.za/contact Kind regards
  7. Hi Joss We believe our customer has been very well comunicated with and all paperwork submitted.But also please understand from our point of view that we can not take responsibility for every warranty claim but also have to follow the correct channels as we can not make a judgement of the outcome. If something happens because of poor workmanship or a error on a technician’s side, we can take responsibiliy straight away. You might think we can just replace the rings and dont worry about the cost but 100k of bikes from this customer has also received more than 15 000 in discounts so the margin is not at all that much. We do believe we are acting in professional and ethical way of this claim and we have not said we can or will not assist the client further but mainly stated the warranty does lay with the relevant supplier and its for them to make a judgement 1st. If we do deceide to replace the chainring out of goodwill that will be make after the warranty claim outcome has been given, in this case waiting on supplier. We have offered the client a chainring at cost it the meantime and if the claim is approved we can refund the customer. We have had very few complaints on the hub about our store, yes in minority if you see the amount of bikes we deal on a monthly basis. There is allot of positive reviews on our Facebook page where we are allot more active. We try to keep all our customers happy bit unfortunately as in any business that is not always possible and have to settle for the vast majority. We are a relatively “young” bike store with “young staff” compared to the rest of the industry, and still learning how to deal with certain situations in the best possible way, but we feel we are improving on that. If there is any issues management is not made aware of anyone can feel welcome to submit if to admin@bike-addict.co.za. For now we will focus on more great prices for our customers with very low margins. Please browse our Facebook page to see all our positive customer reviews,great deals or go and have a look at our website. www.bike-addict.co.za. We are always open to negotiating and we will always try to deliver the best possible service we can. Thank you to all our customers for the loyal support for 2018 and we hope to see you back in 2019. Keep well, Bike Addict
  8. The derailleur hight on the bike is correct, the photos from the top may be misleading. After the intiial noise, the technician just adjusted the cable tension and may have tightened the crankset more or spaced it differently if there was a play issue. We ask all our clients where it is possible to come for a after sales checkup to adjust these problems if they occurr.We state again, this damage to the blade was submitted to the relevant agents and we are awaiting outcome from them 1st as conunicated today. Unfortunately we can not just replace products under warranty claims as we see fit but have to go thru the right channels. If they the experts then come back to us and say user issue or setup issue etc we will handle the situation from the decisions that was made. Durwan has been and will be on contact with you on regards to the issue.
  9. Hi Johan. For the hubbers, This happened at our store. Durwan, who is still assisting you with your warranty claim and even still replied to your message today at 17 30 did mention what Cannondale said and forewarded you there email. The crankset runs FSA blades and is now sent to them for warranty, but these things take time as they have to be submited to America for the claim. Yes there was some initial cable rubbing on the blades with the front derailleur as cable stretching does happen for the 1st couple of rides and even if you do set it correctly and the streatching may cause it to do the same again especially on a new bike. Since the bike was there the last time and “98” correct we have not heard from you again. If there was any issue you could just phone Durwan, who also lives in Paarl and he would fetch the bike at your house and deliver again as you are aware. The chainrings are serverly bent, please do post pictures. We have not seen this bad of damage from “front derailleur rubbing yet”. Nevertheless, yes the warranty does not lay with us, but we do take responsibility if a technician made an error and have insurance for this. This case very hard to understand how the blade could bend the way it did because of that. As mentioned to you today durwan would phone FSA again tomorrow to hear what they have to say and in no way have we said we are walking away. From the stores side the staff member assisting and have helped in a very professional way submitting all paperwork and photos for the claim. We appreciate your business with us this far, and believe our handeling of the “warranty claim” has been done correctly. Durwan will be in contact with you again tomorrow as he did mention today after he receive a answer from FSA and then we can take it further to see how we can assist.
  10. Zein you are welcome to inspect the footage of the time your bike was serviced. We said we will send in the Fork and have the agent give us a damage report on the item. If damaged was caused by us. We will cover the bill. If not, then its up to you. The only thing we can fault ourselves here is the heated conversation. Unfortunately we are mostly guys here...we talk 1st and think later. Big problem with men in general i presume. I will apologize for the way the heated conversation went. But us for the damage that was not caused by Bike Addict. We have another full day of bikes coming up tomorrow and unfortunately we wont be able to defend this topic on the forum for any longer. Zein. Please if you want to come past again and look at the procedure and the tools we use or anything else and have a calm talk about this you are welcome to do so. We have allot a very happy customers with reviews on our Facebook page and google that can confirm the level of service they received. Unfortunately in life you will never be able to keep everyone happy all the time but we try our best. Keep well, happy riding..
  11. That is great service and something we try to achieve as well. Unfortunately some parents, not all will let there kids loose in stores as if it is a playground. We have had damaged caused and strick rules were applied. We have a test track outside the store where kids can ride and test the bikes if wanted.
  12. Hi, yes that is our policy unfortunately. There is allot of new bikes and customer bikes standing and waiting to be collected. We have had damage to bikes like that before and you wont believe the “freedom” some people allow there kids in stores. These products are unfortunately not cheap and we do take great care not to have products damaged.
  13. Hi, This will be Bike Addict only reply to this topic. Yes Zein did bribg in his bike for a Major service and asked to do the basic Top shock service. He asked us not to fit new dustcovers. Regards to the Rebound. Mechanic did inform the workshop Manager about the rebound adjustment not working, but it is not a part that gets worked on on the serviced asked to perform. When that section gets worked on the Shock gets sent in to the relevant supplier to be done. When he informed us about the complaint We did explain to him it is not an area where we work on at all and its impossible for us to damage that part then. I dod offer to have the suspension sent in to the agent, have them assess it ad give us a damage report if it could be Bike Addict that could have caused this. If that was the extreme case i dis tell him we would be happy to settle this bill. It was very strange that when receiving his bike the 1st thing he checked was that the rebound worked...making us believe he was aware of the problem before hand. On the pivot damage. We have the correct bearing pullers and presses to insert or retract those parts. We also have CCTV footage in the workshop we said he is welcome to view to see the process of the work that was done. The Mecanic that worked on the bike also confirmed that there was damage to those areas prior. On the matter of not returning calls. The store owner was out of store for allot of the day but everytime he got the message to phone the client back...he did. The client did not phone us again. The matter of his bike being called a “ piece of ****” That was not said. He said we did cause the damage. We then stated we work on allot of bikes, and allot of them being Carbon top end models where our clients are very particular about there equipment and service like that and that would definitely not be tolerated and damage like that on a carbon bike would be detrimental. We assemble over 200 bikes a month with a service department with over 9staff. We know what we are doing. Yes a heated conversation started and words were said from both sides. Again, video footage was made available and we did offer to have the damaged part sent in for assessment. Its easy to hear one side of the story...but usually there is 3. Happy riding.
  14. We are launching an Epic special on selected Merida Ninety Six models at Bike Addict. Make sure you have the right ultra stage race machine! Follow the link bellow. While stocks last! https://bike-addict.co.za/collections/current-promotion/products/merida-ninety-six-team-2017-open-for-pre-orders https://bike-addict.co.za/collections/current-promotion/products/merida-ninety-six-7000-2017
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