Could I get my money back or an exchange on a new bike here?

RoadRider400

Well-Known Member
Yes you are probably within your rights to ask for a refund, and thats what I would be doing. No more chances to fix the problem.

But stop highlighting the 108 mile round trip aspect. Its not relevant. You would still have a valid complaint if you lived a 108 metre round trip away. Hardly the shops fault you decided to buy a bike from somewhere so far away.
 

vickster

Legendary Member
But stop highlighting the 108 mile round trip aspect. Its not relevant. You would still have a valid complaint if you lived a 108 metre round trip away. Hardly the shops fault you decided to buy a bike from somewhere so far away.
A very valid point
 
genuine question to the members saying speak to giant , they wont like the service your receiving, …...what would giant do , obviously the guys in the shop it was bought from cant seem to rectify the problem, would giant suggest taking it to another dealer and expect the shop that it was bought from to cover the cost or maybe make the shop replace it or something else, I agree giant wouldn't be happy being associated with that level of service but just wondering what they would/could do about it.
 

classic33

Legendary Member
His contract is with the shop legally, and their problem to fix.

Contacting Giant(the manufacturer) may just get them to allow another shop to fix the problem.
 

SkipdiverJohn

Veteran
Location
London
What I can't get my head round is the shop expecting the customer to keep going 54 miles to and fro each time! I can see there may be teething problems with any new item, but the point is, if the customer lives some distance away, the shop should have dropped everything they were doing and attempted to sort the problem out immediately whilst the customer waited! It's really piss poor service to expect the customer to do all the running around and the shop just leaving the bike in the corner until they get round to looking at it! Where's the sense of urgency? £2k is a lot of money for a push bake, and you'd expect the shop to take any issues with mechanical faults a bit more seriously. If you accept a customer's money you have a responsibility to supply them with a product that works properly, and sort it out PDQ if it doesn't.
 

RoadRider400

Well-Known Member
What I can't get my head round is the shop expecting the customer to keep going 54 miles to and fro each time! I can see there may be teething problems with any new item, but the point is, if the customer lives some distance away, the shop should have dropped everything they were doing and attempted to sort the problem out immediately whilst the customer waited! It's really piss poor service to expect the customer to do all the running around and the shop just leaving the bike in the corner until they get round to looking at it! Where's the sense of urgency?
I would be rather peaved if I had booked my bike in for some work on a specific day and the job was not done because they let a customer who lives further away jump the queue. What the shop should have done, was ensure that the bike was spot on after fixing it for the first time. But that should be the case for all customers, irrespective of distance.
 
OP
PaulB

PaulB

Legendary Member
Location
Colne
Well that's been put on the back burner for another day! I'm asking for the refund and I just called but the manager doesn't work on a Wednesday and obviously it's him I want to take this up with. So no answer to this for another 24 hours!
 
genuine question to the members saying speak to giant , they wont like the service your receiving, …...what would giant do , obviously the guys in the shop it was bought from cant seem to rectify the problem, would giant suggest taking it to another dealer and expect the shop that it was bought from to cover the cost or maybe make the shop replace it or something else, I agree giant wouldn't be happy being associated with that level of service but just wondering what they would/could do about it.
They could put pressure on the dealer to get this sorted. It is amazing how pressure focus' the mind. The dealer needs to keep them happy or risk loosing the franchise. There are other options they could suggest like exchanging the bike or returning it to another "specialist" Giant mechanic.
 
I would be rather peaved if I had booked my bike in for some work on a specific day and the job was not done because they let a customer who lives further away jump the queue. What the shop should have done, was ensure that the bike was spot on after fixing it for the first time. But that should be the case for all customers, irrespective of distance.
and irrespective of purchase price, customer service should be the same regardless of £££s spent, …...maybe it is , they may be shite dealing with all customers problems.

What I can't get my head round is the shop expecting the customer to keep going 54 miles to and fro each time!
it really isn't the shops fault that someone from 54 miles away decided to buy a bike from them, but as already said if you live 100 miles away or live in the flat above the shop makes no difference, it should have been sorted long before now
 

tom73

Veteran
Location
Yorkshire
Any half decent shop would welcome the fact that people come from miles around to use them and would shout about it. Though the distance from the shop should not effect the service or time taken. The fact that even if you live miles from the shop it looks not to have given them even a little encouragement to get it right and show good service. Say's plenty about what they think good service is.
 

SkipdiverJohn

Veteran
Location
London
I would be rather peaved if I had booked my bike in for some work on a specific day and the job was not done because they let a customer who lives further away jump the queue. What the shop should have done, was ensure that the bike was spot on after fixing it for the first time. But that should be the case for all customers, irrespective of distance.
Any competent business will build some slack into the working day, so that unforeseen happenings, like a job taking longer than planned, should not have a knock on effect on other customers. It's not a question of "jumping the queue", the shop didn't do their job properly and there is no reason why the customer should have to wait days until all existing work for other customers was completed, because of the shop's ineptitude. If necessary, the manager should have rolled up their sleeves and got stuck in, or worked on late to ensure both the planned servicing work and the defective supplied bike was fixed.
When you end up with more work than will fit into a day, you either get more bodies on the tools or you work longer hours to clear the backlog. It ain't rocket science, you don't just shrug your shoulders and let things build up. Last week I worked 22 extra hours and I've done another 9 extra already this week, in order to ensure things got done as promised.
 

Phaeton

Guru
Location
Oop North (ish)
When you end up with more work than will fit into a day, you either get more bodies on the tools or you work longer hours to clear the backlog. It ain't rocket science, you don't just shrug your shoulders and let things build up. Last week I worked 22 extra hours and I've done another 9 extra already this week, in order to ensure things got done as promised.
Are you invested in the business? Not saying that you are wrong, your commitment is admirable, but not everybody who works for somebody else does not always have that attitude.
 
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