sdh2903
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| posted on 15/2/12 at 07:54 PM |
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Problems with halfords bike.
Ive recently (13 days ago) got my self a new boardman cx bike from halfords, mainly in order to get my lardy arse a little less lardy and a bit of
touring later in the year with a couple of mates.
However all has not gone well, took it out for a quick 3 mile shakedown yesterday and straight away front cogs not changing up or down, rear clicky
and generally sounding like a bag of nails. Managed to limp it home and took it back to store yesterday afternoon. After 6 attempts at adjustments and
trying it back up and down the car park still no better. During this the guy also found the headset loose and the front brake caliper was loose, he
asked me who at the store had completed the PDI, didnt have the paper work with me so said I would check. Agreement was made to leave it with the guy
and he would go through it and give me a call today.
Gets a call this afternoon, bike ready, go and pick it up, try in car park, front cog change attempted from big to small, it changed down, then back
up then chain off all by itself. Now very disgruntled back in store. I also pointed out that the PDI was carried out by him, he looks blankly at me
then colleague, then says that is my name on it but it wasn't me! I'm thouroghly annoyed by this point so say sod it I will just get a
refund and go to a proper bike shop. I now get told they will not refund due to their cycle "specialist" testing it today and finding
nothing wrong. The cycle "specialist" conveniently is the only one who can give refund and just so happens has gone home.
I've left the bike again and am going in to see the "specialist" at lunchtime tomorrow.
As far as I'm aware (correct me if I'm wrong) if i return a product that is not fit for purpose I'm obliged to give them
oppurtunity to correct the fault (which I think i already have), then I'm entitled to a refund? I think they've also shot them selves in
the foot by effectively forging the PDI.
Does anyone have any experience with dealing with problems at halfords? any other advice gratefully received!!!
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stevebubs
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| posted on 15/2/12 at 08:01 PM |
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1) Call the store manager and explain the situation
2) If that doesn't work, Call Halfords Head Office
3)
Invoke trading standards.
If you paid by Credit Card, inform them and get a chargeback.
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Ninehigh
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| posted on 15/2/12 at 08:03 PM |
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Sale of goods act 1979, they have 3 opportunities to fix the same problem
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stevebubs
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| posted on 15/2/12 at 08:04 PM |
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PS I wouldn't bother with the specialist. I would just inform him I wanted a refund as the bike was defective.
PPS My local store was pretty good when I had a problem with my son's bike, and swapped it out no quibbles. However I did buy from the 1 store
round here I trust (there are 3 branches local to me and I only shop in 1 of them out of choice).
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stevebubs
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| posted on 15/2/12 at 08:06 PM |
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PPS Is it this one?
Clicky
If I were spending that sort of money on anything, let alone a pushbike, I wouldn't go anywhere near Halfords...
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Ben_Copeland
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| posted on 15/2/12 at 08:08 PM |
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Manager followed shouting if the manager doesnt sort it.
They won't want people knowing your problems so they'll sort it quickly when Potential customers start walking out.
Ben
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sdh2903
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| posted on 15/2/12 at 08:15 PM |
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Yes it's the one in the link, the boardmans are great bikes its just a massive shame that some of the stores have complete idiots armed with
spanners. One of the other reasons was I get a healthy discount taking nearly a quarter off retail.
I so very nearly collected the bike in the box and had my local bike shop assemble it for me
Will speak to manager before I go into the bikehut tomorrow.
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steve m
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| posted on 15/2/12 at 08:15 PM |
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Hi,
I cant answer re the refund, but 90% of the problem (imho) is not the shop or the product, but the staff!
I and my wife have a cheap Halfords bikes, that we use occaisionly, THAT I ASSEMBLED at home, much to the disspleasure of the staff in Halfrauds, the
kids they had doing PDI and assembly, had never held a screwdriver nor spanner before, and was plainly obvious to us observing,
I grew up with push bikes, and never got a lift off parents etc in there car, yet how many kids now have bikes now?
Certainly in my street, not one of the kids growing up, in the 23 years we have lived here have had a bike, and there first wheels were a car
so how do we expect 16-18 yr olds to assemble a bike properly with no training ?
Myself, my first job was aged 16 (1976), working in Halfrauds in crawley town center, on the bike department !
And i still have my 1951 Dayton lightweight in the loft, and my Apollo mountain bike resides next to my 7 in the garage
Steve
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me!
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| posted on 15/2/12 at 08:34 PM |
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Boardmans are decent bikes and good value- it would be worth either getting someone to give you a hand with it or paying a proper bike shop £20ish to
sort it. I self assembled my boardman roadie (I know I'm better with the spanners than the shop youth!) and it's ace. The problem with the
chain coming off is a poorly adjusted top stop- 1 minute with a screwdriver job.
Try this: http://www.bikeradar.com/gear/article/workshop-how-to-set-up-the-gears-on-your-bike-23582/
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mad4x4
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| posted on 15/2/12 at 08:50 PM |
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Take it to another store...
Halfords used to be good I had a damaged frame and they replaced the complete bike.
Scot's do it better in Kilts.
MK INDY's Don't Self Centre Regardless of MK Setting !
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ash_hammond
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| posted on 15/2/12 at 09:09 PM |
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In the early 2000' I used to work at Halfords back when I was a student. Halfords were in a mess ££ wise and they sold the garage part of the
business. They then introduced the "we'll fit it scheme" for bulbs, wiper and radio. Kids were pulled off the street as sales
asisitants and yet expected to perform minor mechanics roles. So many fu8k ups it was unreal... One guy forgot to tighten some new alloy wheel
nuts..... I had many arguments with my line manager when I refused to fit baby seats in customers cars due to improper lack of training.
.: www.mac1motorsports.co.uk | www.m1moc.com :.
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indykid
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| posted on 15/2/12 at 11:07 PM |
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If you raise a complaint to head office, even after your complaint is resloved in the shop, the store gets charged £250 for processing the complaint
and they'll get a kicking from the area manager if your complaint is even reasonably well presented.
I see no reason why at this point your request for a refund should be declined, but as has been said, it's a decent bike, just badly
assembled.
I've worked at halfords in the past too, though on parts. Just don't assume that because people work at halfords, they're incapable.
There are some stars that work there, but they have to move on/go to uni/retire some time.
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PSpirine
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| posted on 16/2/12 at 12:11 AM |
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Speak to the manager. In the couple of stores that are local to me, whilst the knowledge of staff is generally nil, the way they handle customer
problems and requests is faultless.
They've replaced and refunded for damaged and unwanted products a number of time, and never quibbled. On the odd occasion that the spotty teen
who was behind the counter was reluctant to do it, he'd call his manager and he sorted everything out.
It shouldn't get to the stage of having to quote Sale of Goods Act at them, but if it does, you're well within your rights to return it
for a refund as it's not fit for purpose.
Incidentally, the Boardman and Carrera ranges at Halfords are pretty good for entry level mountain biking, and certainly one of the best spec'd
kit for the price. As it's pretty much the same components as used by other brands, it's less to do with the kit but more with how
it's set up.
If you're not too mechanically handy with bikes (no offence), try taking it to a local bike specialist to set it up for you rather than back to
Halfords. Alternatively, have a read through some of the forums and online guides on how to do it yourself. You'll need to do it again after a
few months as everything stretches etc. And as you probably have learnt by now, Halfords shouldn't be the first port of call for bike servicing!
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Ninehigh
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| posted on 16/2/12 at 07:05 AM |
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quote:
Originally posted by ash_hammond
I had many arguments with my line manager when I refused to fit baby seats in customers cars due to improper lack of training.
Mothercare do that, they'll stand with you and talk you through it but they will not touch it once it outside the shop
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roadrunner
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| posted on 16/2/12 at 10:20 AM |
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I have a Boardman, they are great bikes, but I wouldn't touch Halfords with a barge pole.
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swanny
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| posted on 16/2/12 at 12:21 PM |
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quote:
Originally posted by Ninehigh
quote:
Originally posted by ash_hammond
I had many arguments with my line manager when I refused to fit baby seats in customers cars due to improper lack of training.
Mothercare do that, they'll stand with you and talk you through it but they will not touch it once it outside the shop
yet they do offer advice as to what a suitable seat would be in your car and will trial fit them to assess suitability where the database isnt
conclusive.
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loggyboy
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| posted on 16/2/12 at 12:42 PM |
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quote:
Originally posted by Ninehigh
Mothercare do that, they'll stand with you and talk you through it but they will not touch it once it outside the shop
Not when I worked there 15 years ago, and not when they checked and fitted the 2-3 cars seats we have bought in last 14 months. Try a different store
maybe?
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sdh2903
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| posted on 16/2/12 at 02:19 PM |
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Well bit of an update, the bike is now fully sorted. The guy who is in charge of the bikehut and who genuinely seems to know what he's doing,
came in early this morning and stripped the bike and rebuilt from scratch doing all the adjustments so they were spot on. Gears all now slick and
working as they should.
Did also raise a few concerns with the store manager, who in fairness was spot on with his attitude and I walked away with a decent amount on a gift
card as compensation for my petrol and time wasted.
All in all I'm now happy ish although still a bit peeved at the whole experience. In short if you buy a boardman, DO NOT let halfords build
it!!!
Thanks for all the advice!
Steve
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Ninehigh
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| posted on 16/2/12 at 07:46 PM |
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quote:
Originally posted by loggyboy
quote:
Originally posted by Ninehigh
Mothercare do that, they'll stand with you and talk you through it but they will not touch it once it outside the shop
Not when I worked there 15 years ago, and not when they checked and fitted the 2-3 cars seats we have bought in last 14 months. Try a different store
maybe?
What they told me was that they don't fit them because:
1. If they do it wrong, you sue them.
2. They want to see you do it, so you can fit it properly
3. Some other reason I can't remember offhand, probably to cover them
It might have been because we mentioned that we had 2 cars, so it would be moving from one car to the other sometimes
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