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Issues with Evans Cycles and my Pinnacle bike

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  • May 3, 2018 at 8:54 am #28471
    ClubSmed

    In October 2015 I purchased a Pinnacle Arkose 3 from Evans Cycles and have been immensely impressed with both it and the Evans service, until a few weeks ago.

    Whilst cycling home, without warning, the rear hanger snapped and sent the rear derailleur through the spokes of the rear wheel. As there was nothing I could do at the scene I was forced to push my bike the remaining miles of the journey. When back, the first thing I did was get online and order a new rear hanger (I already had a spare derailleur so this was not an issue).

    A few days later the hanger arrived in store and I picked it up so that I could fix the bike and continue my daily commute by bike. Upon return home with the supplied hanger however, I discovered that it did not fit my bike! I checked the code on the side (BGRD-4) and it was correct but the hanger did not match shape of the broken one or the image on the Evans website.

    I contacted Evans online for assistance in this matter as I was very confused to say the least. After a lot of back messages and images sent and forth over several days (and being forced to commute by train) I finally got the correct hanger.

    More poignantly, I learnt during this time that:

    • In 2011 Evans changed the shape of the BGRD-4 to the one I had
    • The old shape then became BGRD-1
    • I had somehow received old (pre 2012) stock of the BGRD-4
    • The BGRD-4 had been recalled in December 2015
    • The replacement hanger was BGRD-4. (full stop at the end)

    This means that the hanger breaking was possibly not just a freak accident but a flaw in the item itself!

    The email for the recall had slipped through the cracks and escaped my notice, however in May 2016 my bike was booked into an Evans Cycles store for a “Silver Service”. I believe that as part of this service the recalled hanger should have been identified and replaced, Evans are of the opinion that as “The Silver Service that you booked was five months after the recall. This would not have been looked at“.

     

    I believe that it does not matter if it is 5 days, 5 weeks, 5 months or 5 years. If the item that they sold me was defective and they had the opportunity to resolve this then they should have done. As they did not I think that they should compensate me for the damage to the derailleur and wheel but I seem to be getting nowhere.

     

    Am I wrong, should I just accept that it was my fault for not seeing the recall notice within a period of less than 5 months?

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  • May 3, 2018 at 11:22 am #918711
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    hawkinspeter
    ClubSmed wrote:
    hawkinspeter wrote:
    It’s a tricky one.

    If it’s a safety issue then you could try to sue either/both of the retailer (Evans) and the producer (Pinnacle). Also, you would expect that your service would cover safety issues.

    If it’s not a safety issue, then you could try pursuing the retailer for the bike not being fit for purpose. I don’t know whether the time taken for it to fail would be significant or not (personally, I’d expect a hanger to not break unless hit by something).

    I’d probably argue that it is a safety issue as a sudden breaking of the hanger could easily cause you to lose control.

    I don’t know if this link will help at all: https://www.gov.uk/guidance/product-liability-and-safety-law

    Thanks for the link, I’ll have a look now.

    It is definitely a safety issue as the recall notice headline is “Pinnacle and Hoy Hanger Safety Recall impacting 2015/16 Disc Brake models of: Arkose, Pyrolite, Dolomite and Shizuoka“

    That looks promising. Evans should definitely have picked that up during the service.

    May 3, 2018 at 11:20 am #918709
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    ClubSmed
    hawkinspeter wrote:
    It’s a tricky one.

    If it’s a safety issue then you could try to sue either/both of the retailer (Evans) and the producer (Pinnacle). Also, you would expect that your service would cover safety issues.

    If it’s not a safety issue, then you could try pursuing the retailer for the bike not being fit for purpose. I don’t know whether the time taken for it to fail would be significant or not (personally, I’d expect a hanger to not break unless hit by something).

    I’d probably argue that it is a safety issue as a sudden breaking of the hanger could easily cause you to lose control.

    I don’t know if this link will help at all: https://www.gov.uk/guidance/product-liability-and-safety-law

    Thanks for the link, I’ll have a look now.

    It is definitely a safety issue as the recall notice headline is “Pinnacle and Hoy Hanger Safety Recall impacting 2015/16 Disc Brake models of: Arkose, Pyrolite, Dolomite and Shizuoka“

    https://static.evanscycles.com/production/pdf-media/misc/recall_notices/Pinnacle_BGRD-4_Hanger_Recall.pdf

    May 3, 2018 at 11:14 am #918707
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    ClubSmed
    peted76 wrote:
    I’m on your side about the service, just in the same manner a car is dealt with, as the supplier here should have been an asterix against your model/serial number of your bike with any recalls to watch out for. They supplied a faulty product upon sale, the onus should be on them to be aware of this if the product ever came back to them for servicing, upgrading or amendment. 

    Coincidentally I privately bought a 2nd hand car a month ago, last week I took it in for a service at the main dealers and they identified a recall issue from over 8 years ago (it’s an 05 plate) that needed to be investigated during the service.

    Why should I expect less from an Evans Service on an Evans bike than I do from a car service from a main dealer?

    May 3, 2018 at 11:11 am #918705
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    hawkinspeter

    It’s a tricky one.

    It’s a tricky one.

    If it’s a safety issue then you could try to sue either/both of the retailer (Evans) and the producer (Pinnacle). Also, you would expect that your service would cover safety issues.

    If it’s not a safety issue, then you could try pursuing the retailer for the bike not being fit for purpose. I don’t know whether the time taken for it to fail would be significant or not (personally, I’d expect a hanger to not break unless hit by something).

    I’d probably argue that it is a safety issue as a sudden breaking of the hanger could easily cause you to lose control.

    I don’t know if this link will help at all: https://www.gov.uk/guidance/product-liability-and-safety-law

    May 3, 2018 at 11:07 am #918703
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    ClubSmed
    PeterPeterPeter wrote:
    I think the silver service is a bit of a red herring as checking each component’s part number isn’t what you paid for. Presumerably the bike was adequately serviced, and its hard to see that someone could have spotted by eye that the hanger would break two years later.

    The part number is clearly printed on the side of the hanger, the replaced version of the hanger had a full stop at the end of it (“BGRD-4” vs. “BGRD-4.”) so it would have been identifiable by eye if looked for.

    I would also like to point out that I did not ignore the email, I never saw it. Surely Evans need to take action to cover those who have not seen the email? They cannot guarentee that the email they have on file from date of purchase is still current at date of recall.

    May 3, 2018 at 10:58 am #918701
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    peted76

    You’ve got a point!

    You’ve got a point!

    May 3, 2018 at 10:56 am #918699
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    PeterPeterPeter

    I also reckon that Evans

    I also reckon that Evans haven’t got any liability for your  problems other than the hanger which I would hope they would replace free of charge. Apart from anything else there is no way we can know at this point what has caused the derailleur to break after 2.5  years.

     

    Evans have taken reasonable steps to sort out this potencially faulty product  through the recall, and you haven’t (by ignoring it), so don’t think you can expect them to take responsibility here. Sometimes things break and it isn’t anyones fault!

     

    I think the silver service is a bit of a red herring as checking each component’s part number isn’t what you paid for. Presumerably the bike was adequately serviced, and its hard to see that someone could have spotted by eye that the hanger would break two years later.

     

    It is well worth giving your sob story to Evans and hopefully their customer service will pull through with something. If you go in telling them they owe you though you may well get the response of what you are legally entitled to (pretty much nada).

     

    May 3, 2018 at 10:30 am #918697
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    ClubSmed

    The following is the

    The following is the information that is on the Evans Cycles website regarding Silver Service:

    “The headset and bottom bracket are checked for efficient operation and adjusted as necessary. Then the entire drive train — derailleurs, chainset and chain — is removed from the bike and given a thorough cleaning in the parts washer. Not only does this help the drive train work better, but it will make your bike look as good as new, too.

    Following the drive train service, brakes are the last component checked as part of the Silver Service. The Evans Cycles mechanic will ensure caliper brakes are lined up correctly and not rubbing at all. In short, your brakes will end up working as well as they have ever done.

    As with the Bronze Service, there is a full safety check, with all bolts checked and done up to the manufacturer’s recommended torque settings. All working parts are checked for efficient operation and even small details — such as missing nipples on the end of bare cables — are rectified.”

    I see what you mean about a hanger being “a pretty innocuous part, like a bolt or a screw”, but it states above that the derailleurs are removed from the bike and all bolts are checked and done up. This means that as part of service the hanger will have been handled and that innocuous parts, like a bolts and screws are expected to bechecked.
    Most importantly though it states that “there is a full safety check”, if it is truely a full safety check then such things as recalled elements should be identified shouldn’t they?

    May 3, 2018 at 10:20 am #918695
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    peted76

    Given that you’d received the

    Given that you’d received the email about the recall and for whatever reason not acted on it. I’m of the mind that they acted in the right manner by informing you.

    However I’m on your side about the service, just in the same manner a car is dealt with, as the supplier here should have been an asterix against your model/serial number of your bike with any recalls to watch out for. They supplied a faulty product upon sale, the onus should be on them to be aware of this if the product ever came back to them for servicing, upgrading or amendment. 

    However I am slightly torn on this, I do not beleive that it is reasonable for anyone to check a hanger ‘type’ under most circumstances, check for alignment maybe, but it’s a pretty innocuous part, like a bolt or a screw in the most part. 

    Do I think it’s worthy of compensation.. no, becuase you had recieved the email and not acted upon it, and you’ve had two and a half years of happy cycling since. However on the flip side, Evans would have been ‘compensated’ for the recall by Pinnicale at the time of the recall, ergo, they should really ‘morally’ do what it takes to make you happy and push that cost on to their supplier. If I were them I’d give you a top of the range service FOC as a goodwill gesture. 

    I’m sure some would be more militant in this situation. But this is my rather confused opinion.

     

    May 3, 2018 at 8:57 am #918693
    0
    ClubSmed

    This is an image detailing

    This is an image detailing the difference in the hanger received to the one I required.

    It shows the website image, my original (broken) hanger, my partners hanger (she has an Arkose too) and the hanger that I initially received from Evans.

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