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So...I emailed Wiggle on 25th September telling them that my frame creaked. If you pushed the top tube and down tube together in your hands it creaked. Bummer.
They said I could return the frame. I boxed and returned it and waited. Gently annoyed not to have received confirmation that they'd received the frame (as promised) I emailed them. They had it (7th October) and it was in a queue for assessment. They'd let me know asap.
11th Oct I email for update. They say “they returned your frame to our supplier we're just awaiting for their assessment”. Brilliant. Thanks for letting me know, I think. They'll obviously let me know asap what they say...
18th Oct again I mail for update. 19th Oct email from them saying “before they proceed with a warranty claim they're insisting on return of the complete bike”. Grrr. So I package all the bits and send them back. I've now spent ~ £60 on shipping.
For 2 months (nearly 3 months since original contact) I chase them and every time I contact them they say they are waiting for news from the supplier. In the week before Xmas finally, they say, OK, pick a bike of same value and we'll send it out, should be with you before Xmas. Amazing.
This is where it gets interesting...
Later that day, they email me saying – it turns out that you are not the original owner and so the warranty is void and your bike will be returned to you. Brilliant. They have contacted the account holder to ask if he is the owner.
So, original owner? I bought the bike second hand (it was a year old), the original owner claimed not to know about the creak and said I could return it to Wiggle on his behalf as I had all the paper work. That's what I'd done.
So after Xmas I email Wiggle asking what's happening. Finally a manager gets involved and says that I should contact their supplier (Raleigh) directly and gives me their details. I speak to a very helpful man there who is surprised to hear from me (Wiggle apparently shouldn't have given me his details) and apologetic that I had had this wait. He then tells me that they only received the bike from Wiggle on 7th December, 2 months after I sent it to Wiggle! He says the bike is now in Germany with the manufacturer (Corratec) who are assessing it...
12th Jan I email Wiggle to let them know the useful information I'd got from Raleigh and ask why they'd told me for nearly 2 months that their supplier was assessing it when they still had it in their workshop. Also why had they waited 3 months before emailing the account holder.
13th Jan Wiggle email the original owner saying that the bike I chose before Xmas is packed and ready for dispatch. Amazing I think, bit miffed they'd not told me directly though.
18th Jan Wiggle email me saying that the delay had been because they were waiting for a return number from Raleigh, nothing about having misinformed me about it having been returned months previously. They said that the original owner had informed them that they were no longer the owner. Note: there was no mention of the bike that they had informed the original owner was being dispatched.
So...God I'm bored of this, thanks for sticking with me if you're still reading. I email them asking what's with the bike dispatch emails etc. They claim they have never had warranty return from someone who is not the original owner before (Really?). They do not tell me why they didn't email the original account holder at the start of the process rather than waiting 3 months. They tell me that the emails on 13th Jan about the bike being ready for dispatch were from the order made on 19th Dec and had been processed by mistake. Amazing. Does it normally take them a month to get a bike built and ready for dispatch?
So, despite 4 months of messing me around, lying about where the bike is, never once emailing me with any information unless I email them first, mistakenly emailing the owner saying that a replacement is ready they still won't take any responsibility for the situation. And I'm still without a bike.
Can anyone beat this epic (and ongoing...) tale of woe?
TBH, I didn't think that the retailer had [i]any[/i] responsibility to you as you weren't the original owner. If you're getting anything at all out of this, I think you should consider yourself very lucky.
Im confused what you expected???? There are only a few companies who offer transferable warranties.
tbh I'd have phoned them
Wiggle dont sell many raleigh bikes , theres only a few listed.
TBH, I didn't think that the retailer had any responsibility to you as you weren't the original owner. If you're getting anything at all out of this, I think you should consider yourself very lucky.
This. You're lucky they didn't just send your stuff back to you and tell you to **** off
said I could return it to Wiggle on his behalf as I had all the paper work. That's what I'd done.
erm.......
think you are correct druidh but this is more about the lack of comms surely and delay...should have reasonably been dealt within a month and ideally sooner and with comms
Big bike companies dont have to care too much about their rep/customer services as people go there for price
are you joining every mtb/cycling web site to have a moan?
its a 2nd hand frame, you don't have a contract with wiggle, and as much as i have slated wiggle in the past i don't think they owe you anything.
as above if they offer you a deal i'd grab it. otherwise its a onone for you:-)
I'm sure making your experience public knowledge when legally and morally they don't have to lift a finger, will speed things along nicely.
not the original owner. I'd have told you to take a hike.
Not great response times from them..... But your warranties void do they do not owe you anything!!
They haven't made me an offer, they've had my bike for 4 months and they've offered me nothing but "we're waiting for out supplier".
How long would you wait before making it public knowledge Dark Side?
I've got nothing to lose, if they return it, I return it to original owner, he returns it to them. What's the difference?
I've had nothing but good experience from Wiggle's customer service department - had to return a few items in the past under warranty which were dealt with quickly and all items exchanged without any issues at all. I guess being the original purchaser meant I had a genuine claim ........
"I've got nothing to lose, if they return it, I return it to original owner, he returns it to them. What's the difference"
nothing to loose - yes you have, that would be any chance of any good will.
Return it - i think you will get it back when they read this.
Whats the difference ? - you don't have a contract with wiggle but by claiming on the warrenty you are implying you have.... now thats getting a little "grey" shall we say.
If they'd been more efficient they'd have told you (quickly) to shove it IMO
How long would you wait before making it public knowledge Dark Side?
Considering you have no warranty with them whatsoever, I'd wait until I actually hand the kit in my hands!
I've got nothing to lose, if they return it, I return it to original owner, he returns it to them. What's the difference?
given that they know he's sold on the bike, that aint gonna work either
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given that they know he's sold on the bike, that aint gonna work either
Why not? He's still the original owner.
? they've had my bike for 4 months and you think I should keep quiet and hope for some good will on their part. How long should I wait?good will
They know that bike and the details. If its been sold the warranty is void!
You're also assuming that the fibs/miscommunication is from Wiggle and that Raleigh have been totally straight.
cyclinggardener - Memberyou think I should keep quiet and hope for some good will on their part.
They're showing you immense goodwill and you're throwing it in their faces. Wonder if they read this forum. Stuff like this can only encourage them to respond to the next enquiry like this with "**** off, you have no warranty", as they were entitled to do to you. What a joke.
Tinfoil hat.....wubwubwubwubwubwubwubwub.
Brilliant advert for wiggle though,top notch (non)customer service.
As stated warranty is void . Having said that it sounds as though they have been spectacularly inefficient and I too would be pissed off if everything is as you say . It would have been better if you had found what's causing the creak and sorted it , it's not usually that difficult . You could even have taken it to a bike shop who would have charged less than the postage you have paid to fix it . Of course if there's a crack in the frame causing the creak then you can't do that .
I once had to wait for over 1 1/2 months for some ProII 15mm adapters from Supernova Cycles in Newbury - despite phoning and visiting over 5 times 😕 ..
He's still the original owner.
aye but he no longer owns it and they know this because you send it back and then blabbed on here what you going to do say you sold it back
Probably wont buy used again will you ?
You got it cheap because it comes with no warrenty !
What a debacle - you've seriously sent a second hand bike back to wiggle asking for a refund? Brass-necked of you if nothing else. It was their mistake not to tell you to get tae **** right off the bat I suppose.
Your first port of call should have been the guy who sold you a creaking frame - assuming it was like that when you got it off him.
the warranty is still valid for the original owner.As stated warranty is void
I did, it was the frame, the frame creaked, like I said in the post.It would have been better if you had found what's causing the creak and sorted it
Yes I will, I've bought many second hand bikes and will continue to do so.Probably wont buy used again will you ?
Well this was the first of many mistakes on their part and the consequence is that I've been without a bike for 4 months.It was their mistake not to tell you to get tae **** right
The warranty is void for the original owner as they know it's been sold now
cyclinggardener - MemberWell this was the first of many mistakes on their part and the consequence is that I've been without a bike for 4 months.
Entirely your choice- at any point you could have got it back. It's only your desire to get something for nothing that's left you bikeless.
Welcome to STW 😆 If the OP wanted sympathy, he's come to the wrong place 🙄
" It would have been better if you had found what's causing the creak and sorted it
I did, it was the frame, the frame creaked, like I said in the post."
Is this a hardtail , full sus or what ?
Frames themselves don't normally creak , full sus it's usually a pivot or bearing . Hardtail is usually a BB , headset or wheel . Unless the frame itself is broken it will not normally creak .
I don't see where you get that idea, they told me a month ago they were sending it back to me and i've still not got it. Up until then they said it was in Germany. Where was my choice?Entirely your choice- at any point you could have got it back. It's only your desire to get something for nothing that's left you bikeless.
I want my bike back, preferably with a frame that isn't faulty.Something for nothing?
No it's not. Wiggle have told the original owner that he can make a warranty claim. Wiggle of course still have the bike.The warranty is void for the original owner as they know it's been sold now
Thanks Reluctant. I don't want sympathy, I want people to know about the problems I've had with Wiggle. If you think the service Wiggle have provided is OK that's fine.Welcome to STW
It's a hard tail.Is this a hardtail , full sus or what ?
amazing insight there, thanks. The parts were all removed from the frame. If you pushed the top tube and down tube together in your hands it creaked, like I said in the post, the frame creaked. So I sent it back to Wiggle, who (2 months later) sent it to Raleigh, who (2 weeks later) sent it to Corratec, who still have it, right?Frames themselves don't normally creak
basically you're ripping us all off.
we buy new bikes & bike companies do some calcs on how many returns there will be.
We are paying for your free bike.
Do you cheat the benefits system too?
What free bike? I don't have a free bike. If I had got one I expect Wiggle would have got a refund from Corratec for the faulty bike they supplied. Corratec would have lost out on what it cost them to produce a faulty frame.
I don't have a free bike though. I have no idea if I'll get a replacement frame or get my own one back, after 4 months (and counting). If you think that's reasonable that's up to you.
I know for a fact a fair few Wiggle guys read this.
I think you are very lucky to be getting anything, although whatever the situation regarding the non transferrable warranty being honoured by them the comms do sound a bit lacking.
In your situation I'd be playing nice though; you aren't owed anything by them.
I'm not getting anything, that's the point. I've had 4 months of not getting anything.I think you are very lucky to be getting anything
Sorry, I have to agree with whats been said already.
If the warranty is with the original owner and it's not transferable then you're not entitled to anything by rights.
If Wiggle are still going to help you out then you're lucky with that.
Maybe communication could have been quicker, but ending in a quicker NO for you so I'd be grateful they're going to help you out however long it takes.
cyclinggardener - MemberI don't see where you get that idea, they told me a month ago they were sending it back to me and i've still not got it. Up until then they said it was in Germany. Where was my choice?
You chose to send it to them when you knew you had no right to a replacement. Then, you chose to keep going through their process. This is all at your instigation.
Because I think your attitude stinks to be honest I've forwarded the link to this page to a friend who works at Wiggle in the same office as the warranty guys and managers. Hopefully it will help them decide how to deal with the issue.x
I want people to know about the problems I've had with Wiggle
are you hoping to rally us togther to stop using wiggle? EPIC LOL. this whole thing has been entirely your fault, deal with it.
[i]Cheeky chancer in not getting a new bike shocker[/i]
not the original owner? not sure if the bike has been misused and damaged? still convinced you should get a brand new bike, after passing it off as your own? all i can say is, good luck! you're gonna need it.
Question is, if the original owner buys back the bike is he then the original owner again? Don't think warranties have anything about 2nd/3rd owner, just original...
Would the correft term be fraud by deception ?
what a great thread - kept me entrtained for the last 5 mins......
if i ever meet a guy out on the trail with a creaking corratec, i'll know to steer clear of the grumpy so and so.
Superb thread.
hmmmm what a bizarre thread - i can appreciate if you are not getting any where with them they should just send the bike back to you, but how on earth you think wiggle owe you something like a new frame etc when the warranty is not yours is beyond me.....
what i cant understand is why on earth didnt you contact the previous owner to just try it on your behalf first??
wiggle sussed you are not the first owner and dont owe you a thing....but all i can say is if they know this they should have just sent it back a long time ago...
Geniuinely shocked that Wiggle would even give the OP the time of day over this. And angry... the cost of any freebie he gets will simply be added to the prices we pay for kit. I sincerely hope they tell you to do one after reading this.
If CG (2nd owner) "sells" it back to the original purchaser I think that the original purchaser will become the 3rd owner. Once the bike is resold the warranty is no longer valid. For all Wiggle know the original purchaser may have sold the bike knowing it creaks after riding down a flight of stairs into a wall.
CG only has a claim against the person he bought it from not Wiggle. The fact that CG has then got a bit creative with Wiggle doesn't do him any favours. If he had a genuine complaint then he should have gone back to where he bought the bike from and probably be told "buyer beware" unless he could prove the fault existed when he bought it.
CG has tried to pull a fast one, been caught out and is now trashing Wiggle even though they have zero liability to him.
The vast majority of posters on here are on Wiggle's side on this one. The fact that their comms were slow probably has a lot to do with the fact that the contact details they hold are for the person who was entitled to the warranty back up ie the original purchaser.
The only fault on the part of Wiggle was not to check out warranty entitlement before getting the OP to start mailing the rest of the bike and faffing around sending it off to the manufacturer.
Funny thing is that it sounds like eventually he would have received a new bike. Possibly not now after starting a thread blasting Wiggle.
^Matt24k - nail on the head.
No one has come out of this with any credit so far tbh. I agree that Wiggle is unlikely to have any responsibility and if they sort something out for the guy then they will be the moral victors (in much the same way that companies like Oakley and Hope go out of their way to help people even if there is no legal obligation to do so).
Whatever way you look at it, Wiggle should have arrived at a conclusion by now.
Having this in the public domain isn't going to help though. Through my rose tinted (Oakley) goggles, it would be great to see Wiggle respond to this telling the OP exactly why he has no recourse, but then help him anyway...
I don't think the OP is ever going to be satisfied with any outcome.
If Wiggle send him a new bike - he'll moan it's taken too long.
If they tell him to get bent and send his bike back - it'll be because they are rubbish.
He will not accept any hint that he is in anyway in the wrong, and should be grateful of any crumb from Wiggle. I can't see that changing; despite the fact it has been pointed out that he is a chancer trying to get soemthing he is not entitled to. Like benefit fraud.
With someone that unreasonable, you might as well just tell them to stuff it at the outset - whatever you do will never be enough.
Sum's it all up very nicely I think ...
"So, you've paid them nothing, bought nothing from them, but still expect to be treated as a customer?"
I blame the OP for being an idiot. If your trying a warranty scam on second hand gear, at least try and be a bit clever about it.
Like knowing when to keep your gob shut?
I suspect the OP is not attempting to scam but simply has not understood the lack of any obligation from wiggle - and wiggle have not helped with bad coms.
My guess
however its getting a bit nasty this thread slagging the OP off rather.
He's protected by his rhino hide of self belief anyway.
I can't imagine he's crying into his keyboard, he'll be looking for another forum to vent this injustice.
Sounds like Wiggle could have been a lot better with their comms and processing but ultimately as it's second-hand you have no warranty claim so I hope they just send you it back in the same state you sent it to them.
Lack of understanding from the op for me. That and the worry of ending up with a duff frame and out of pocket.
Let's just hope all parties end happy
*ring ring*
"hello, this is wiggle"
"hi, I've a broken second hand item, is it covered by warranty?"
"no"
"oh well, bye"
"bye"
*click*
As same thread on Bike Radar was closed due to boredom I expect 😛 ...
Frankly as with anything you buy in this country it is very simple.
You drop the product off with the person/company you bought it from and they deal with it. Your contract is with them, no one else.
What you have beyond what warranty he does or does not offer is your basic rights for a functional product that is fit for use. First you take it up with the seller, if that gets no where you take it up with the manufacturer.
Basically you should not have to deal with Wiggle at all here.
That they have tried to deal with it is very good of Wiggle, even if the communication may have been poor. To be fair any large company is like this when dealing with returns that they have to then take up with distributor and then manufacturer, passing from department to department.
My second hand Golf is creaking can I take it back to VW?
My second hand Golf is creaking can I take it back to VW?
If it's still in warranty then yes and car manufacturers warranty is transferable.
To be honest it should be the same with bicycles as long as the current owner has the original proof of purchase. Just because a bike has been sold on shouldn't remove the manufacturers responsibilities within the original warranty period but that's a whole different discussion.
In this case though the OP is living in cloud cuckoo land and should have adopted a head down approach until he had somehow blagged a replacement he was in no way entitled to.
Just to redress the balance, I dealt with Wiggle last week and they were great. I cocked up my order and only realised a few hours later, rang them and they couldn't have been more helpful. Order ammended and then excellent email communication regards delivery date and time (which was spot on by the way).
Also full of praise for RealCycles in Ireland. Ordered a bike that arrived with a dented frame, emailed them a few photos and they exchanged it no questions asked, they even arranged and paid for a courier to collect the damaged bike. Excellent customer service.
According to bikeradar you've got all these:-
Gary Fisher Big Sur
Raleigh M-Trax M7000i
Giant Cadex3
Viscount 600ax
Giant TCR
so why not stop moaning and ride one of the others instead??