Written on: 03/03/2014 by Crombe76 (2 reviews written)
Bought a Felt AR 5 road bike for 1.3k and after a few months one of the cable tensioners by the rear mechanism sheared off. I spoke to Wiggle who went through a few different questions in an attempt to place the blame for the fault with me. after they eventually admitted that they would repair it I was told to ship the bike back via they're own courier. upon asking if they would issue a box to protect the frame they suggested I go to a bike shop to find a used one as they don't supply boxes!
After a local bike shop was kind enough to let ne have one a courier was dispatched for next day pick up. took a day off work and waited.... nobody appeared. contacted wiggle and they admitted the courier they use is problematic and they'd appear the day after which thankfully they did.
bike was subsequently repaired and a new cable tensioner fitted yipee. bike was returned and I rebuilt it, all good. then I heard a rattle from inside the frame and then another. to fix the cable tensioner they had drilled the rivets through and left them in the frame!! Contacted wiggle and they admitted fault and suggested I remove the bottom bracket myself to see if that might resolve the issue,might resolve. I eventually removed the headset and after some shaking got the rivets out. why I should be dismantling a bike after it has been professionally repaired is beyond me.
at no stage was any offer of goodwill suggested and the apology for both the poor repair quality and courier problem was scant more along the lines of these things happen.
as a few people have said great when things go right no so wonderful when problems arise. customer service , quality of the courier and repair work which was the equivalent of leaving spammers in an engine bay need further work. price wise they're sales are great hence the bike being reduced from 2 to 1.3k,
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Written by clansley