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I'll try and keep this as brief as possible.
I bought a Whyte T130S (2018) from Leisure Lakes in Cheltenham in February. It's been great fun. However, during a ride in the Forest of Dean at the end of September it became clear the fork wasn't working properly. The sag indicating O ring hadn't moved more than a third of the travel. Letting all of the air out of the spring didn't change anything, and in fact the bike rode fine with 0 psi!
Phoned LL, and they said bring it in as it's hard to diagnose over the phone. Took it in the next morning (29/9), and left it with them. Fork was going to be sent to SRAM for investigation/repair etc. I stressed that I was going to Torridon in three weeks time and needed the bike for that.
Hadn't heard anything by 5/10 so called the shop. They checked, fork was with SRAM being examined. I popped in on the 10th, store called SRAM, fork needs new damper, only problem none in stock.
I get a call yesterday (12/10) saying dampers won't be available 22/10 (three days in to my holiday). I ask can I be supplied with a demo bike for my holiday, they've all been sold apparently (?). LL Cheltenham tried their other stores to see if any of them had a spare fork available, but no joy.
I have emailed Zyro Fisher, Whyte and LL HO asking that they sort something but not holding my breath.
By the time the fork is repaired, returned and fitted I'll have been without my bike for a month, and will have no bike for a trip to Scotland that has been planned and booked for over a year. I feel like LL should try and resolve this to my satisfaction (ie supply a replacement bike/fork). If I had bought a new car and the suspension packed up after 6 months I would totally expect the supplying dealer to furnish me with a courtesy vehicle if mine was to be off the road for a month.
Has anyone else had a similar experience, and if so what did you do? Do I have a case to push LL to supply me with a courtesy bike?
I've got a chocker week of work before we depart, so I really don't want to be faffing about trying to get it sorted.
Buy a cheapy fork off the classifieds and fit it. Sell it after you get the other one back. Don't risk spoiling your trip by relying on SRAM/LL to sort it out for you.
Not sure I want to ride in Torridon with a cheapy fork. Also, LL have my bike...
Also, LL have my bike…
Oh.
Chances are you won't be getting it back in time then. It's annoying but doesn't sound like an inordinately long time to sort a warranty issue, especially as it has to be sent off to SRAM.
You can ask again about a demo, but I'd be picking up what remains of my bike from their workshop and putting something on it which will get me up and running for the trip. By 'cheapy fork' I just meant second hand. Doesn't have to be low quality, and chances are you'll get most of that back selling it on afterwards.
Buy some Pikes or Yaris off here, you'll sell them on afterwards and lose maximum of £100. That's less than hiring a bike for the week and you still get to enjoy your holiday.
LL will give you the rest of your bike back, they may even fit the forks for you.
Its frustrating but not really the role of Leisure Lakes to bend over backwards to keep you riding- if they don't have demo bikes available then what else should they realistically do? Its a Rockshox problem and its not uncommon for spares to have a longer lead time.
This is what n+1 is for 😜
have a lot of sympathy that your plans are being messed up but sounds like they are being reasonable and timeframes aren’t silly, so not sure LL have done anything wrong.
Can you borrow a bike from a mate?
I think Leisure Lakes do have a degree of responsibility. I bought the bike from them, not SRAM. Going back to the car analogy, if I'd bought a Golf from VW and the brakes packed up after 6 months, my issue would be with VW, not Brembo or whoever.
The fact is I paid close to £3K for a bike (which was a lot for me) and after six months it's unridable. I don't see why I should be buying and selling forks to get a six month old bike working.
I hasten to add that the staff in Leisure Lakes have been excellent, calling me back promptly with information, and trying to resolve this issue.
On a point of principle, you may be right. But on a purely pragmatic basis, I would be turning my efforts to making sure a trip you've been anticipating for a year goes ahead. The longer you spend debating this with LL, and possibly getting nowhere, the less likely it is you'll be turning wheels in Torridon.
+1 to a 2nd hand fork and getting on with your trip. Sort the warranty stuff after.
VW etc aren't really a reseller in the same way that LL are. As above, they may be able to help but if you have a trip planned sometimes it's less stress just to find a solution yourself.
I'm with the OP - it's frustrating. I had a month without bike because Rutland Cycles basically didn't open my package and send them on to get fixed by Madison. It took a whinge on here for another forum member who works for Madison to pull out the stops and get them warrantied. Rutland were basically a three week delay, nothing more.
I also think that a £3k bike that's borked in 6mths deserves a loan bike, even if it's just the week of the guys holiday. It's bike industry lazyness and CBA.
Car garages manage these type of issues in a couple of days, or loan you a vehicle. Shoe retailer would just exchange there and then. Phone retailer would fix in store or swap. Computer retailer fixes within a couple of days, often in store. Etc etc.
The shop staff may well be lovely, as will you be, but at the end of the day it's not acceptable in my view.
Leisure lakes have (not their fault) sold you a bike that isn’t fit for purpose, while fixing it it is their responsibility to get you on a bike not least from a customer service point of view - they have 10 stores so they should loan you a bike from one of them - I would be asking to speak to area managers/upping the pressure etc until someone in charge can get it sorted for you. worst case hire a bike and ask LL to pay/contribute - I wouldn’t faff about with bodging a makeshift bike together tbh
edit: ha! m_oab +1
I have a set of x fusion slants brand new. They're 26 but they said 27.5s will fit
I'm in Bolton if you wanted to borrow them on the way up.....
Or if see if they'd take a fork of a demo bike....
Unless the legislation has changed, I think the relevant clause would be "merchantable quality" rather than "fit for purpose".
To get a replacement bike or part, you are going to have to kick up a storm. I think it would take longer to to get what you may be legally entitled to than to have the repaired part returned.
bike retail differs from car retail in that if the shock fails on your car the car manufacturer doesn't offload responsiblity For fixing the issue to the supplier of the shock. This is the way it works for bikes. Probably because the quantities involved are much smaller.
I feel your pain and frustration. If you are in a position to do so, put a replacement fork on an enjoy your holiday. If you still want to do something about being compensated when you get back, do it then. CRC had fox 34 at a good price recently (29er)
Hi Ken, i'm also in Cheltenham and have a pair of Fox 32 27.5 140 travel with a steerer length of 170mm and 15mm axle you can borrow if you want.
Or if see if they’d take a fork of a demo bike….
This or a demo bike from them would be what I would be asking for.
The Torridon Inn has a selection of hire bikes. Find out if there is something suitable and get LL to pay for the rental.
The problem is the definition of "reasonable time" for the repair.
https://www.leisurelakesbikes.com/try-before-you-buy/
I had an issue years back with a fork warranty job and the LBS lent me one of their demo bikes for the weekend. Problem was I ended up buying the frame when they sold it on....
I don’t see why I should be buying and selling forks to get a six month old bike working.
Not quite that simple tho is it .Or just sue them? Consequential losses tho...
Just don't go. Torridon is rubbish. Not worth the drive from edinburgh, nevermind Cheltenham.
Honestly, I think this time you're just unlucky. They are talking about a time frame of under a month, it's not their fault you have a holiday coming up. I don't blame you for being disappointed but sometimes shit happens and there's no evidence that they aren't taking their responsibilities seriously so far.
Stig, that's a really kind offer, thank you. I'll see if I get any joy from my emails tomorrow, and then work out what I'm going to do.
OK, quick update:
Received a really professional, courteous email from Will at LL HO, checking a couple of details, with the tantalising talk of a 90% chance of getting me a bike for my holiday.
His follow up email bumped that chance to 100%! I'm picking up a demo Santa Cruz Hightower LT from the Leisure Lakes store at FlyUp 417 on Thursday. I'm super chuffed, and I'm very impressed with the prompt and efficient way my complaint/concern has been dealt with. I'm still a little disappointed that the fork packed up after 6 months, but I guess c'est la vie.
(TBH, the SC Hightower might be a bit more bike than my generally cautious riding style deserves, but looking forward to it! Please let there be some decent weather after all this...)