You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
I wanted to write and give people a heads of of some brilliant customer service I've received from The Bicycle Chain.
Purchased a 2022 Levo off them in October last year to replace a stolen bike.
Had a few issues with over run and the bike cutting out and the bike was sent in for warranty work over Christmas.
Got the bike back mid January and although one of the issues had been solved there was still an issue with the bike cutting out randomly.
The bike was sent back in for the shop (Hereford Branch) to do some investigation and unfortunately they couldn't replicate the fault so called in tech help from Specialized. Again the Specialized tech guy couldn't find any fault and so a decision was made that they would replace the bike.
I've now got a shiny new 2024 model Levo at no extra cost.
The Bicycle chain has been fantastic and their attention to detail is amazing. Dave the mechanic at the shop has done a brilliant job of putting my new bike together along with swapping my brakes over onto the new bike.
Highly recommended and will definitely use in the future.
I hear lots of stories of Specialized being about the best on the planet in terms of sorting issues and warranty. (obviously you hear the odd horror story too). It would certainly make me think long and hard about them being top of my list when it comes to getting my own Eeb in a couple of years. They also seem to have geometry and 'finish' pretty much nailed too.
Awesome
Nice to hear a positive story.
Been eyeing up a Remedy lately, and they happen to sell them, may send my money their way on the back of this.
I've had a great experience with Specialized warranty cover too.
Rikk, if you're thinking of going to a bike chain store I'd suggest ringing first to check they have what you want. I visited one last week on the basis of their website's 'check stock in-store' button which resulted in a waste of an hour and a half of my life I'm never getting back. On a Saturday I was the only customer there, as soon as I mentioned the item to the staff member (both polite and knowledgeable) he came straight back with 'sure, we can get that for you'. Great. If I had known you didn't have it I could have just ordered online. It wasn't that they'd sold the one they had and the website reported the same thing when I checked again having got home. Sounds like they looked after the op well but I'll never trouble them again.
Have I missed the point? They have reliability issues , instead of praising up their warranty how about flipping it and asking why they need warranty to be top of their game? 🤔🙄
It's an ebike, none of them are reliable yet. I think until they start running them fully sealed and in an oil bath, they'll remain dubious
The faulty part will be a third party component. Good to know they aren't messing about when you've spent a good wodge of money on a bike.
Life as the founder of a bicycle shop, 31 years ago next week, has massive ups and downs.
I am so grateful that our very generous customer Renton who left this post about the service our Hereford shop delivered. We made the decision ourselves to change the bike and will worry about who picks up the cost later either ourselves, Specialized or a bit of both.
My Hereford manager had sent me a text to the link of the post last night and I was thrilled to know we have a very happy customer and happy staff who love and deserve the compliments. Out of interest, I looked at all the comments and my heart sank when I read the disappointment of Del who was let down by our IT/Web system. The advantage of dealing with a family-owned and run business is that we take failure very personally the disadvantage for us is the pain we feel through failure.
Whilst I probably cannot recover Del as a customer I have raised the urgent issue of the stock feed which caused Del to make a needless journey. We will also talk to the branch staff to find out who engaged with Del and see if we could have done more to compensate for the wasted journey.
The great result from all negative customer feedback is that items get identified we might not have been aware of and alterations put in place. We are quickly working on a web message to advise that it is best to phone ahead before traveling to ensure that the availability is accurate.
Paul Kenchington, Founder of The Bicycle Chain Ltd
Great response Paul. Well done for sticking your head over the parapet - it doesn't happen often. Purchase made elsewhere now I'm afraid but in light of this I'll not exclude you in future. But I might ring before making a special trip next time. 😉
All the best.
I had brilliant service from the Weston-Super-Mare branch in the past, super helpful staff. I would definitely recommend.