Have Chain Reaction given up?

[gavinda]

So, they've given me a tenner.

sent this back:

Thanks for your voucher. I will take this as goodwill for the excessive time waited for the order and broken promises. Regarding the fitting of the cassette, I have checked and double checked the chain Reaction website and nowhere in the ’custom wheelbuild’ page does it suggest that the selected cassette would not be fitted unless requested in the notes section. The only mention of any requirement to include and additional instruction is in regard to ‘non standard rim and hub combinations’.

As a result I will now need to spend more time and money taking the rim to my local bike shop and pay them to fit the cassette, which had I known to begin with I would have used my existing part-worn cassette and chain rather than ordering both new.

I will be forwarding the bill for the fitting of the cassette to you and feel that it would be appropriate for you to reimburse me this to help restore my faith in what until now has been a great company offering a great service.

May I also suggest you amend the web pages to further advise future customers to avoid this issue arising again.


:roll: we'll see what happens.

 

[cyfa2809]

I have had a rim from them which rattles. Emailed them yesterday but also read on the warranty page that they dont cover labour or loss from no use.

I hope they come good and cover a wheel build when they replace the rim!

 

[gavinda]

They should do surely, if it was faulty within a reasonable period they should make good on it.

I'm my case I shall not let this rest, I've used them a few times before and have always been happy and recommended them and have sent mail praising them too.

But I don't see why I should pay for their shortcomings on the website. By thier argument (not asking for the cassette to be fitted), I should have received a bag of spokes, nipples and a loose rim and hub. :roll:

 

[dyna-ti]

:?

 

[cyfa2809]

But I don't see why I should pay for their shortcomings on the website. By thier argument (not asking for the cassette to be fitted), I should have received a bag of spokes, nipples and a loose rim and hub. :roll:

You are correct! It does seem odd. BUt then if you buy seperate parts would you be miffed if they came fitted and thats not what you wanted?

They are normally my go to website for parts on the basis that my previous dealings have been superb. I just hope they sort me out good.

 

[gavinda]

If I'd bought them separately then yes, but the cassette was ordered as part of the 'custom wheelbuild' page, and not just chosen separately.

I've just received a reply from them just quoting the voucher code and not addressing any of the points I made in my email. Looks like I may end up quoting sales description and tradIng standards to them. Maybe they will end up taking the wheel back too.

 

[dyna-ti]

If I'd bought them separately then yes, but the cassette was ordered as part of the 'custom wheelbuild' page, and not just chosen separately.

I've just received a reply from them just quoting the voucher code and not addressing any of the points I made in my email. Looks like I may end up quoting sales description and tradIng standards to them. Maybe they will end up taking the wheel back too.

Bit lost here
Are you complaining because the order was delayed or because they
didnt fit the cassette and instead put it in the box with the wheel/s?

Not a difficult job really and id have thought crc was a parts stockist not a cycle shop in any other way,so more sell things than have the experience to fit them.

Or am i picking this up wrongly? :?

 

[cyfa2809]

Well they can build wheels, bleed brakes etc. i believe?

If it was chosen with build then it should be fitted.

 

[gavinda]

both mate.

I ordered a built wheel from them , if you look at the site you'll see what I mean. You use a selection of drop down menus to choose the various components you would like ie; hub,rim,spoke,nipples,tape,quick release, cassette.

Not the same as choosing individual components which of course i wouldn't expect to be assembled.

Think of it like ticking the box marked 'leather trim' when buying a car and getting a cow hide thrown in the boot because you didn't write please stitch into seat covers on the order.

If I had known that a wheel build didn't mean they wouldnt build the wheel entirely and that I had to fit the cassette myself, I'd have ordered a tool and possibly just kept my old 8speed cassette with about 500 miles on it and the old chain and just bought a new alivio shifter.




On top of this the order took nearly a month to turn up and only then as i had to chase them. !1st one of the 'in stock items wasn't as was apparently out of stock until June but they failed to let me know the order had gone OOS. When I chased them after two weeks it miraculously came into stock and was sent next day, but the rest of the order was not dispatched. It took a further week before they promised it would be with me by the weekend, but it didn't leave them till 1800 on friday night and arrive with me till about 1400 yesterday. Then I find another cable grommet kit missing and the rear shifter missing and the shifter is out of stock till mid june...it's only a deore, nothing special.


All in all, as I have said i'm pretty pissed off and disapointed, not only the poor service and delay, but I wanted the bike on the road for this weekend as I've got a pass for 2 days of beer and bikes with a couple of my riding friends, one of which I havent seen in a year.

Looks like I'll be doing it single speed.


Sorry for the long winge but hey, I'm wingy

 

[gavinda]

Just received an email telling me to FRO as I should have asked them to fit it even though it was part of the build request page.

Trading standards next. :x