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“Apathetic customer service & faulty product”

Written on: 21/08/2013

Bought a bike from the Brighton branch last week and took it for a spin. After 30 minutes cycling around town the chain came off and became firmly wedged between the gears and the frame, impossible to fix manually on the side of the road, I pushed it back to the shop. It was taken round the back and "fixed".

The second day I decided to take the bike further out of town, but the problem with the chain happened again. This time I was in the middle of nowhere, so pushing it back to the shop wasn't really an option. It wasn't easy to fix, but I managed it eventually.

Took it back to the shop the next day, same old show. Bike comes out 20 minutes later "fixed". Only this time the chain problem happens again right outside their door.

They've taken the bike back and say they will replace the derailer or something.

At no point did they apologise for the inconvenience, the first staff member who dealt with my problem talked like he couldn't care less and I was given a list of excuses such as:
"The pins on new bikes are always a little loose"
"The technicians can't always road test each bike"
and my favourite:
"the item was on sale and eventually you get what you paid for".

Enough said

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