[mobydick64]

Just wondering what other peoples experiences are with Winstanleys customer service. I bought a new Basso Diamante frame from them 2 years ago and it has developed hairline cracks around the bottom bracket. I emailed Winstanleys in Janruary and they said its probably just superficial, and get in touch if it gets any worse. Well it has got worse. Emailed them again beginning of October and again last week and Ive had zero response. Frame still has 12 months warranty left. Understand they would need to contact Basso, but they should at least respond to emails.

Topic

[indyjukebox]

Appalling so far. Bought a
Appalling so far. Bought a floor pump off them. Sent me a pump which was built 7 years ago. Understandably it failed within 6 months as the seals were crumbling away. When I asked for it to be sorted, I was asked to send it back at my own cost and if they found it to be faulty, then they would refund me a grand total of £5 for postage. Now how am I supposed to send a whacking big metal floor pump back for a fiver? And why do I have to pay for the returns?

The decent thing to do would have been to pick it up and sort it out. If it had clearly been abused or misused then you can charge me.

Currently the shiny non working pump sits unused at home. I have since bought something from Wheelies, the pump was manufactured within the last year or so. They are excellent, offer free returns and are hassle free.

Never again will I use or recommend Winstanleys online shop.

[mobydick64]

Update. i tried a different
Update. i tried a different email address, returns instead of customer service. Since then Thersea at Winstaleys has been really helpful and is talking with Basso about my issue.

[wellcoordinated]

My experience with
My experience with Winstanleys was good in the end. I just expected them to respond a but quicker. I’d send them a mail and had to wait 3-5 days for a response. Eventually we got there it just took much longer to get them to respond.

My advice would be to keep hassling them. Skype phone whatever..

[joemmo]

call them with skype, costs
call them with skype, costs pennies.

[MKultra]

I would go to the
I would go to the manufacturer if you are now on the other side of the planet from where you got the bike.

If they choose to replace it it I suspect they will advise you of a service agent in the country you are in who may be able to undertake the warranty work.

[twowheeltoys]

I have mixed views on
I have mixed views on Winstanleys. Everything I have ever ordered from their specific BMX website has been at a good price and been with me next day as it should have been. But items ordered on the winstanleys.co.uk have left me waiting for goods, but once telephoned (can have a bit of a wait for an answer) have always cancelled orders I no longer wanted. When I have had to return an item, always dealt with quickly and refunded. Probably victims of cheaper prices = less staff, so less able to deal with some orders/problems as fast as they could.

[mobydick64]

Sound advice, but I am in
Sound advice, but I am in Australia. I could phone but I dont want to be waiting on hold paying international call rates. I also think its a good idea to have all communication in writing in case I need to escalate this issue.

I guess the next step is to start quoting the trade practices act at them, but I would prefer they just did the right thing to protect their good name.

[mike the bike]

Joemmo is absolutely right,
Joemmo is absolutely right, it pays to be there. March into the store at a busy time and ask, in a loud voice, when they intend to look at your broken frame.

Make sure plenty of customers hear you and then watch as the casual browsers edge towards the door. Someone will soon be at your service.

And don’t accept a fob-off; it’s your right to be taken seriously regardless of how inconvenient it may be for the shop. If you haven’t pranged the bike and you have a clear conscience stick to your story and don’t get too wrapped up in their insistence on returning the frame to the manufacturer. You have no contract with the maker, it’s the shop who took your money and it’s the shop who have responsibilities to treat you fairly.

Best of luck.

[Super Domestique]

joemmo wrote:Have you tried

joemmo wrote:

Have you tried phoning them and communicating using the power of voice? It’s much more effective and harder to ignore than an email.

+1

As old fashioned as it may sound!

[joemmo]

Have you tried phoning them
Have you tried phoning them and communicating using the power of voice? It’s much more effective and harder to ignore than an email.

[Author]

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