[Closed] C'mon Halfords, don't let me down...

Is it the rocker link you speak of?
If so I doubt they will have it in stock.
Take the bike there, with the receipt, show the damage, leave the bike there, ask how long it will take, ask them o call you when it's ready for collection.
Why will you have a bee in your bonnet? It's not Halfords fault and I'm sure it will be fixed soon.

I know it's not Halfords' fault, maybe I'm just a pessimist. I sincerely hope it goes as smoothly as you describe.

*Update*

Took the bike in today. Explained how the bolt came out and pointed out the crack in the frame. Cue much sucking in air through teeth. "You know these aren't made for throwing around?"
"Yes - I was on the Marin Train in North Wales"
"It's sold as a cross country bike not an all-mountain bike"

I assured the chap I hadn't been throwing it off 2m drops....

"There lots of damage on the frame" (points to paint chips on chain stay)

I pointed out that it's purely cosmetic, and reasonable for a bike almost two years old (am I wrong?)

So he said the mechanic will need to look over it and they'll let me know tomorrow. Feeling pretty deflated tbh and made to feel as though they were doing me a favour. Not sure this represents the 'exceptional levels of customer service' Matt Davies talk about.

I'm not familiar with the bike, but just Googled and it doesn't look like what I'd call a XC steed. At all.

Had a similar issue with an online purchase of some pedals from an independent. The bearings gave up after about three months, sent them back: 'Ooh, they look like they've had some use'.

No, mate. I bought them to put on my shelf to admire.

Ha, quite.

I wasn't going to get into a discussion about whether a full suss MTB is [i]really[/i] a cross country bike, but as it happens all my riding is what I'd consider 'XC'.

I hate confrontation, so I'm dreading the call tomorrow.

and i met a chap on saturday with a stripped pedal crank and a long walk home,and a few weeks ago another chap with a stripped pedal crank both strangely from halfords.

Dude on the counter won't have much to do with it, don't freak out yet.

I had a very similar issue with a Lezyne hydration pack bought from a very local bike shop. After 10 months and well within warranty the hose split where it's bonded into the screw on connector at the bottom of the bladder, cue words such as:

'You've given that some hammer'
'We've never had one do that before'
'Mines be fine'

In the end I got a whole £13 credit from the shop, thirteen chuffin quid, what the actual **** am I meant to do with that? Certainly not buy a replacement 3l bladder!!

What makes it worse is upgrade bikes (the distributor / importer) said it was the shops decision what they offered me, garbage.

The Sale of Goods act is your friend her. Suggest you read up on it, most shops roll over and let you tickle their tummy once they realise you know your proper legal rights

Name and shame those shops that don't honour warranties.

I don't get why some shops get iffy over replacement and warranties.

Maybe it's different in the bike industry, but in my industry (consumer technology) any cost of replacements is filtered back up through the chain with the manufacturer footing the costs in the end.

That is, unless someones done some shady deals during the channel of distribution. then it's normally a distributor who eats it.

To be fair the OP hasn't been given a response yet by Halfords.
Let's wait and hear what the outcome is eh?
They are far from shirking their warranty thus far.

I have a friend who's on about his 4th or 5th Boardman FS, all under warranty, all cracked around pivots. I wouldn't worry too much about whether they'll replace it, but I'd think about flogging the replacement frame..

I'm not "freaking out" (not yet!), just some nervousness.

I actually really like Halfords, and I would recommend the Boardman FS to anyone - assuming there isn't an inherent problem with frame. Maybe I'm a bit sensitive, but I just wanted a friendly face and a "We'll sort it for you, don't worry about it for a minute."

Overview
The MTB Pro FS is the flagship model in the Performance FS range and with Trail specific geometry built around 650b (27.5”) wheels, Rock Shox Revelation fork and SRAM X9 gearing includes all of the technical features designed to make this bike perfect for all day epic rides and technical trail centres.

Frame highlights:
- New superlight alloy frame constructed of triple butted X9 tubing
- New 4 bar linkage active suspension design with 130mm travel
- Cartridge bearings on all pivots
- Full smooth welding
- 650b (27.5”) XC/Trail Geometry designed for 130mm travel forks
- Custom tube profiles designed specifically for the forces and performance criteria of offroad riding
- Oversize box section chainstays for increased power transfer and torsional stiffness
- PF30 bottom bracket for reduced weight and increased stiffness
- 12mm rear axle for increased rear end stiffness and strength
- Tapered steerer for increased stiffness and steering precision

Doesn't sound like a XC bike to me.

My brother had exactly the same issue on his - a second hand 2012 model. They replaced the rear triangle no problem but somehow fubared the linkages fitting it on. Cue many trips back and forth to halfords and long story short he ended up with an entire new bike.

The bottom line is that it seems a common fault on these frames so it should be replaced under warranty - just hope the halfords spanner monkeys don't screw the rest of your bike up.

Edit: Btw this happened after riding around Cannock chase (xc only) so not exactly ramping around

After not hearing anything yesterday I called up and spoke to the store manager.

He said that they were currently checking whether they had the frame in stock.

I think this means, or would lead me to believe, that they are happy to replace the frame (my logic is that why else would they be checking to see if it was on stock unless they had every intention of replacing it).

BTW Mulv1976 mine is indeed the 2012 model.

I suspect you'll get a new frame.

I snapped a Pro HT last year. Took the bike in with a few photos (I have a couple of mates who work as engineers and they gave me various scans and an endoscope print from inside the frame to prove it really was cracked and not just cosmetic!) - But I didn't need any of that. The guy phoned head office, they had a new bike sent down and built up...the whole process took 3 days.

He said that they were currently checking whether they had the frame in stock

Warehouse stock can be checked with a 2 minute phone call.

Distributor stock checked within an hour I reckon.

Don't let them hang around, nobody works that hard in Halfords (talking from experience of having worked there).

Recently purchased a reverb from France that has an issue phoned fisher who wouldn't let me send it back direct needed to go through a dealer. Gave me a list of local bike shops in the area and halfords was the nearest plus I would of felt a tool asking a local lbs as I had purchased abroad.

Took them into halfords manager there had no problems filled out warranty online etc even copied me in on the emails boxed them up and sent them off offered to cover postage he politely declined have to say excellent service considering I didn't purchase from them. Sent yesterday so will update when I get them back .

First of all, very unlikely they just have a frame. Secondly he can check the store stock in about 30s on their computers.

Warehouse stock can be checked with a 2 minute phone call.

Distributor stock checked within an hour I reckon.

Yea that's why it's a bit suss that it's taking this long. We will wait and see I guess. I thought it was unlikely that they would have the frame - I actually questioned whether they'd have the 2012 frame when I took it back (given the new model is a 650b I think), the chap said he would have to check.

It just seems to me they wouldn't even bother checking if they weren't going to honour the warranty.

If push comes to the proverbial Matt Davies only lives round the corner 😀

Looks like you may end up with a 650B frame, forks and wheels then?

Looks like you may end up with a 650B frame, forks and wheels then?

I'm still waiting for them to explicitly state they are replacing the frame under warranty anything above that is a bonus.

I'd be more than happy with 2012 frame replacement, as that is what I bought, I'm not looking for a free upgrade.

Will give the store [i]another[/i] call this afternoon.

you may end up with a 650B

I'm not looking for a free upgrade.

Who mentioned [i]Up[/i]grade?

Ha quite.

I guess I meant 'newer'.

It's funny, I popped into Evans on my lunch last week and asked what do they do in a 26er. Guy looked at me as though as I'd asked for a pop-tart breakfast and a Betamax cassette....

Odd you mention beta, a superior product which came first but disappeared because it wasn't in vogue.

VHS had bigger wheels, no brainier really.

I'm feeling pretty disillusioned with Halford's exceptional customer service at the moment.
I have a road bike less than a year old which developed a crack- but because I can't find any proof of purchase (paid cash, lost receipt), they don't want to know.

beefheart - did they not take your name and address when you purchased the bike?

when I had issues with my Boardman CX rear wheel Halfords were very accommodating... every time I took it in, because they hadn't fixed it properly. The 5th time someone actually did it right, and its been fine since. but all of those times it was FOC, no questions asked.

Yeah, surely they can look up the frame number?

It's funny, I popped into Evans on my lunch last week and asked what do they do in a 26er. Guy looked at me as though as I'd asked for a pop-tart breakfast and a Betamax cassette....

Nothing wrong with pop tarts , still available in supermarkets countrywide and still a tasty snack , I eat them regularly .

Yeah, surely they can look up the frame number?

Do you really think so ?

beefheart - Member

I have a road bike less than a year old which developed a crack- but because I can't find any proof of purchase (paid cash, lost receipt), they don't want to know.

You can't really expect any more tbh- nice when they go above and beyond but I wouldn't lose sight of that...

(fwiw, I bought a used, £350-new Carrera, the freehub burst after about 6 months. Took it into my local Halfords to try and buy a replacement, they didn't want to know about proofs of purchase etc, just went direct to free replacements. When they found it tricky to source the one part it needed, they just gave me a whole wheel from an in-stock bike)

*Update*

I just got off the phone with Halfords. The chap I've been dealing with was away today. Apparently the new frame has been ordered, and the guy confirmed it was covered under the warranty. They've managed to source a 2012 frame (the guy seemed surprised that I was surprised at this, so maybe they have a load of them knocking about).

I asked for an e-mail confirmation, but apparently they don't have access to e-mails ( 🙄 ). I reconfirmed everything with the guy (new frame, under warranty and they'd build it up) and he confirmed!

So while I would have appreciated the communication to be a bit better, it looks like Halfords have come out on top. Hurrah for Halfords!

They've got a reverb post to fit yet, so there may be a sequel.....

🙂

I am also surprised they had a 2012 frame laying about.

and they'd build it up

This might be where this story takes a turn for the worse. I would treat this as a 'hang stuff in roughly the right place' service a little like pin the tail on the donkey at a child's party. Once they have decorated the frame for you [u]walk[/u] it home then set to it with the spanners (or find a competent spannerist to do the job).

Jamie - as am I, as am I.

Especially as I ran into someone in 'Degla (btw - if anyone from OnePlanet is reading this, your bike hire prices are exorbitant) who had the same problem (cracked frame, rear triangle) and they gave him a new bike, kit n'all.

I'm happy with the outcome though. 😀 <---- Accurate representation of my face.

[i]Accurate representation of my face.[/i]

Is your surname Simpson?

Jamie - as am I, as am I.

The next twist will be the replacement frame being bent/used/on fire.

Accurate in terms of sentiment. C'mon maaaaaaaaaaan engage your inner abstract expressionist. 😯

If they could manufacture a frame that was permanently on fire would I ride it?

Hell yea. Hand me some fire retardant trousers and just call me Shic Cage (Shit Nic Cage).

Call me a cynic, but I don't think this thread is done yet

same here.

make sure you check new frame over with a tooth comb, and what the warranty is actually with this one, a new 3 year or is it continued from last one.

Cheezpleez - I'm on the same page. But trying to stay positive, don't want to worry over nothing

Skeetsgb - Other than marks, I'd be hard pressed to know what I was looking for. Good tip on the warranty clarification though.

a tooth comb

😆 clearly a cycle maintenance tool I need to own!

.
.
.
.
.
(fine toothed comb)

Skeets hasn't seen a comb of any description years! 😀

Am I the only one wondering why anybody would buy a bike from Halfords in the first place?

Probably. Boardman bikes are great VFM bikes, but only available at Halfords. Plus C2W schemes etc.

I would have no issue buying from Halfords. Wouldn't let them build it, tho.

mrvear - let's not get all snobby about Halfords. The boardman is good entry level mountain bike for somebody getting interested in the sport and Halfords provide a recognisable store front for people being unwilling to shop online or feel intimated by the LBS environment.

mrvear - Member
Am I the only one wondering why anybody would buy a bike from Halfords in the first place?

Probably

Am I the only one wondering why anybody would buy a bike from Halfords in the first place?

Not many other places sell well speced full suss trail bikes for less than a £1000

mrvear - Member

Am I the only one wondering why anybody would buy a bike from Halfords in the first place?

Yeah because this is the first cracked/snapped/broken MTB issue we've seen on the forum.... The fact that within 3 days they've arranged a replacement frame gives them a MASSIVE thumbs up from me.

mrvear - Member
Am I the only one wondering why anybody would buy a bike from Halfords in the first place?

Because orange is So enduro/this year?

Or possibly because it's a good product at a good price which happens to be sold at a large chain store which employs a significant number of monkeys but for all its failings is accessible, national and usually helpfuland actually wants to sell you a bike for less than a grand without sneering at you the same as if you just ordered two glasses of water and a side salad to share in a Michelin star restaurant like a lot of LBSs do.

Sure I'd check my kit over if I bought it at Halfords (odd, auto text wants to make that read halfwits) but I'd do the same anywhere tbh, I've had enough Monday kit from places with better reputations to know the error of trusting anyone else implicitly with something which hurts lots when it goes wrong.

I've no issues with Halfords or boardman bikes. Boardman bikes for the money cannot be beaten imo. Excellent geometry, great spec and nice features such as smooth welds make them stand out from their competition.

I fancy a 29er hard tail as a second bike for long mynd type rides and the 29er pro is at the top of the list.

As far as Halfords go, big chains like this don't feel the pinch at swapping frames or spending labour resource swapping over components etc for warranty jobs so just sort the customer out. Yes they may have monkeys but go above them and they will bend over backwards to help. Less cash rich lbs in my experience act with their own profit in mind and some times means as a customer we get a pretty hard time while they see if you can be fobbed off

It's a storming rebuke!

Unbelievable scenes Jeff!

*Chants* Halfords, Halfords, Halfords....

eightyeight - Member

mrvear - let's not get all snobby about Halfords. The boardman is good entry level mountain bike

No it's not, it's an excellent midrange mountain bike. Way above entry level, don't put your bike down!

Fair enough. I am just not keen on the big chain stores when there are still good and honest bike shops knocking about. I gues it depends where you live and whats available to you.

Great bike and a great result.

Not being snobby, and in my experience its the less cash rich LBS that have to offer the best customer service etc to stay afloat.

I guess it depends where you live and whats available to you.

Good lord, please do not mention the devil (Dave Hinde) on here again!! 😯

I would imagine that like many warranties, the replacement will not have a new warranty but will continue on the old one. Basically if your original warranty is about to run out it still will, not be extended. Quite common.

*Update Klaxon*

Rang Halfords this afternoon.

After checking with the technician they are still waiting on the frame from their supplier - I did think the two days quoted to me last week was mighty quick.

The chap said he would chase and call me back to give me an idea on how long it could take.

Nothing yet.

I would chip in that halfords whilst maybe not a technically minded as your LBS they do try. I found a Gore Phantom II on their website for £80 a few years back and called my local store where it was supposed to be in stock. Turned out they one (singular) in the whole chain, in Southhampton and they were delisting it. My store is Stirling, they tracked it down and got it sent up to me the next day!

*Update Klaxon*

This thread may soon have run it's course....

I rang today (I didn't get the call back on Monday...), but alas, good news, the frame has arrived!

A helpful chap said he will hopefully build it today. He asked if I wanted a 'Gold Service' which, annoyingly, I turned down before asking if it was free.

I'm expecting a new frame, so the only thing that can go wrong now I guess is if they've just botched a repair on the old one....

Now, who's interested in a Boardman FS frame? I've heard they're absolutely bomb-proof....

What on earth is a Gold Service?

What on earth is a Gold Service?

They use lotion and....oh hang on, I think it's just 'works' - breaks, forks, transmission etc.

I was like, no ta let's see what it looks like first!

What, the fella *breaks* your forks and transmission and stuff?

Doh. I meant brakes (though I have a feeling you already knew that)

sorry 🙂

Well this thread has turned out to be a massive anticlimax.

Sorry Molgrips, that's what happens when you don't order the 'Gold Service'

I work in a Halfords and we seem to be the only store that doesn't adhere to the gold/silver/bronze service tree. We do what is asked/required, don't overcharge and often won't charge for small stuff.
There are many of us with formal qualifications (Cytech etc) and they recently paid out for the top 50 stores to do a cycle technician training course at a training centre they set up. Only a pilot scheme so not fully accredited yet but we are assured it was more thorough than Cytech 2 + wheelbuilding.

One thing i would ask of you is IF you have an issue with Halfords service, deal with it instore with the manager first, as any complaint lodged via customer services just gets shunted back to the store manager to deal with anyway.

TL;DR don't bother with gold/silver/bronze service, chances are all same.

Thanks Houndslow, very interesting.

I have actually been dealing with the store manager. I think if things got silly I'd try and contact Rob Swyer, I know he's a big cheerleader for customer service.

All in all things have been (pretty much) spot on so far.

I knew it was too good to be true.

Took my bike into Evans for them to have a quick look at it.

- There is substantial play in the frame where the bearings haven't been tightened
- The wrong hardware has been used to re-attach the shock to the frame which is causing some vertical movement
- They have routed the reverb cable hose by cable tying it to the shock (a moving part!) which has caused a horrible kink. There is now some movement when you sit on the saddle - difficult to prove it wasn't there before, but trust me, it wasn't.

Ahhhhhhhhh. Kill me.

C'mon Halfords, don't let me down...

😆