Written on: 23/04/2012
Firstly I should say that I have purchased several items from JE James over the internet and - provided they get their on-line description right - it has generally been a good experience. With this in mind, I felt comfortable with the idea of purchasing a Trek Fuel EX9 in October 2011 in person from the Chesterfield store. During the sales process I was offered a service pack that included two bike services throughout the year for an extra of £60. Never did it occur to me that this could be a mechanism to generate more sales - naive I know! Without going into the minutiae, they tried to charge me for parts that were covered under the Trek warranty, changed parts that didn't need changing and also recommended I buy a new pair of wheels at nearly £400 because my originals were apparently almost "unusable"! The most disappointing factor for me is that their thought process is clearly to make another sale under any circumstances instead of looking at what is best for the customer [including items covered under warranty]. In doing so, ironically they have lost future sales from me because of this ethos.