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I'm pretty disappointed with Evans this week and have written them an email with some constructive feedback. I don't just want to send it to customer services for it not to get read. Does anyone have an email address for Mike Rice or one of the other directors?
Cheers!
I sent a complaint to Evans head office by post a little while ago. It was passed back to the store, and the manager wrote back essentially accusing me of lying.
So, a) I have the postal address if you need it, but b) if my experience is typical, it won't get processed centrally but it'll get kicked back to the store so you might as well write direct to them anyway.
My disappointment has come from their customer service around an online order. Its more of a training issue I think, or lack of thought. I've emailed mike.rice@evanscycles.com as well as the customer service address. Maybe it'll reach him.
My disappointment was in being mis-sold a bike on the back of bad advice from the sales assistant, taking it back when the fork failed two months later whilst riding through a local park, subsequently being told by the mechanic that he'd "bodged" it and it'd be irreprable if it happened again, and then being accused of lying by the manager when I went "er, hang on a minute." Still, by way of compensation they offered me free fitting if I bought a new fork from them.
Unimpressed.
cougar - did you let it go? I wouldn't.
In the end I bought a second hand fork from a mate (Nezbo on here), after which point it all seemed a lot less of an issue.
In hindsight, I'm not sure why I dropped it; I think at the time, a large part of it was simply not wanting to have to deal with them a second longer than I had to, and my OH (whose bike it was) just 'wanted it sorting it out' so there was an element of it just being the easiest way of getting it all resolved.
It didn't help that whilst I was telling them we'd been doing 'gentle runs', she was all excitable about her new hobby and telling them what hardcore bikers we were. They latched onto this in their reply, that we'd "progressed to more technical rides." At that point we'd done a couple of blue trail centre routes and a few rides offroad round parks and woods, probably been out half a dozen times in total.
Couple of corrections to my original posts here as I've just dug out the letter from them. It -was- head office that replied to me after speaking to the manager, I was wrong there, sorry. Also, they offered me a 10% discount if I were to buy new forks from them.
I should probably scan the letter, actually, then you can give me an unbiased opinion.
Bought an expensive bike from Evans last year. It was the only local place I could get a Trek Fuel EX 9/17.5" from.
Never again. They had little or no interest.
Saying *that* I sometimes feel as welcome as a pork pie at a Jewish wedding when I'm in Leisurelakes too.
Freewheel in Nottingham is much better for when I get stuff. They actually care about bikes and are willing to chat and help.
Big Chain = Couldn't give a toss.
It's not a complex sum. I can see why you got a bike from them if it's the last stock in the country, but you might as well get it mail order and take it to a real independent LBS if you need warranty back up.
Had a less than brilliant experience with the Chill Factor-e store last week but Deansgate in Manchester have always seemed OK.
I had a lousy experience with Ribble Cycles and they wouldn't reply to my emails so I send them a 100 faxes and guess what, they called me to sort things out....result!!!!!