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Chain reaction- appalling customer service

by kevmcentee
Tue, Nov 22, 2016 10:09
10

Bought a Cube Attain Disc 2016 road bike, discounted to £839, as last years model.

It was delivered undamaged but the rear wheel is mis-aligned and cannot be centred as it has a fixed thru-axle. Either the rear triangle is bent or very poor machining in manufacture. 

Been in touch 6 or 7 times with CRC but their customer service sucks. Am demanding a return and refund, but been waiting 3 weeks now. This useless bike is still boxed and unused.

Am now considering county court action.

If you're new please join in and if you have questions pop them below and the forum regulars will answer as best we can.

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10 comments

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harman_mogul | 8 years ago
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CRC always had super customer service. But as Ian Munro points out, most of its Northern Ireland-based people are being fired since the 'merger' with Wiggle. That's how venture-capital backed businesses work.

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JWSS | 8 years ago
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If you find who is their CEO or COO online (LinkedIn is a good place to look) then send them a recorded delivery letter with "Notice Before Action" at the top.

I find that this is usually a very effective way of getting things moving...

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Grahamd | 8 years ago
0 likes

Just follow CRC policy, if they fail then give your credit card company a call. Job done. 

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kevmcentee | 8 years ago
0 likes

Disgusted that a highly regarded make like Cube can engineer a bike so badly, compounded by CRC's total disinterest.

As a result I don't want to give either my custom, and am demanding a refund.

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kevvjj replied to kevmcentee | 8 years ago
1 like

kevmcentee wrote:

Disgusted that a highly regarded make like Cube can engineer a bike so badly, compounded by CRC's total disinterest.

As a result I don't want to give either my custom, and am demanding a refund.

 

All manufacturers let errors slip through now and again (even Rolex!) This is why they have guarantees. You still haven't explained CRC's "total disinterest". When you rang them did they say "go away we have your money"? or did they say, please fill out the returns/warranty form etc etc? I believe it would have been the latter. You should have been asked to fill out the form, with pictures of the problem and email it back, CRC would then look at your claim, request that the bike be returned (courier will pick it up free of charge) and then take it from there (CRC would return the bike to the distributor for inspection). So, I think you need to provide some decent evidence of appalling service and total lack of interest.

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kevvjj | 8 years ago
2 likes

Very surprised by this. My experience with warranty and returns has (many times) been simple and sterling service.

I am wondering what is stopping you just going through the normal returns procedure? CRC will send a courier to pick up the bike and then the process will move on. The bike will need to be returned to the distributor for inspection and then replaced or repaired. Exactly what has CRC said to you?

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IanMunro | 8 years ago
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Given that 300 staff are being made redundant at CRC as part of it's merger with Wiggle, I wouldn't be suprised if customer response isn't great at the moment.

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kevmcentee | 8 years ago
0 likes

Paid by credit card and interest is now accruing. I'm aware of section 75 liability of credit card provider, but expect CRC to do the right thing, before approaching credit provider.

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bendertherobot | 8 years ago
0 likes

Why county court? What method of payment did you use, credit card or paypal?

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StraelGuy | 8 years ago
1 like

That's very poor. All they need to do is ask you to put it back in the box and arrange for a courier to pick it up and return it to them, surely?

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