De Rosa Repair
Comments
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I first bought a de rosa Tango, had it about 4 months, but had to be changed because of a creaking noise, I took an option to upgrade and paid another £800 for the King XLight which lasted about the same 4 months befor cracks in the paint started to apear, I sent it back under waranty and they resprayed it, alas the cracks have all reapeared and have sent it back again, and at the moment am waiting on the verdict,Its obviously the frame moving under the paint, so we shall see, but....... I have to say this rides so well, and is a beauty, so as long as t gets sorted I can just about live with it, its winter now anyhow.Yea I'm getting on0
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just to update De Rosa, has said I can have a new King or pay to upgrade to the protos which is what Im doing, as because of the stupid no seat post on the king, I cant get it into the Bike bag, and also who wants to ride a girls bike with the sloping top tube
Yea I'm getting on0 -
Mecury you are very lucky! De Rosa have just responded to my e-mail that I sent weeks ago to say they have no record of receiving my frame!0
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andyp wrote:. I can understand his frustration but what else are they meant to do? Fall to their knees and beg forgiveness?
In basic customer services terms they should have:-
#offered a loan bike while the frame went back to Italy
#provided weekly updates to Lysnder on the phone so there was no need to the customer to feel they had to chase the issue.
#provided a cutoff date for resolution.
#provide a single point of contact ie an individual overseeing the matter.
Just proactive stuff that anyone with a remotest grasp of customer service (and common courtesy) should be aware of. The above cost almost nothing but it would probably have headed off Lysanders initial post - in fact quite the opposite, the next time there was a crap LBS thread he/she might even have been on here extolling the virtues of Sigma.
The difference between wiggle and Sigma is customer service and face to face contact, this is suppsoed to be why we as customers pay the premium. Andyp, you might think Sigma have held up their end (legally) but surely you realise this could have been handled much better?\'You Come At the King,You Best Not Miss\'0 -
Dear oh dear! This shouldn't be this hard to get customer satisfaction surely! No record of receiving the frame? for gods sake! Sigma are SOOO responsible for this lack of support.
Ridiculous!0 -
I'm not privy to the relationship Lysander has with Sigma, nor do I know enough detail of what actually happened so I'm in no position to comment on this. Nor is anyone else bar Lysander.Croxted Avenger wrote:In basic customer services terms they should have:-
#offered a loan bike while the frame went back to Italy
#provided weekly updates to Lysnder on the phone so there was no need to the customer to feel they had to chase the issue.
#provided a cutoff date for resolution.
#provide a single point of contact ie an individual overseeing the matter.
Just proactive stuff that anyone with a remotest grasp of customer service (and common courtesy) should be aware of. The above cost almost nothing but it would probably have headed off Lysanders initial post - in fact quite the opposite, the next time there was a crap LBS thread he/she might even have been on here extolling the virtues of Sigma.
The difference between wiggle and Sigma is customer service and face to face contact, this is suppsoed to be why we as customers pay the premium. Andyp, you might think Sigma have held up their end (legally) but surely you realise this could have been handled much better?
What I will say is that if you think any bike shop is in a position to lend out expensive racing bikes then you have very little understanding of the economic realities of the trade.0 -
andyp wrote:I'm not privy to the relationship Lysander has with Sigma, nor do I know enough detail of what actually happened so I'm in no position to comment on this. Nor is anyone else bar Lysander.
What I will say is that if you think any bike shop is in a position to lend out expensive racing bikes then you have very little understanding of the economic realities of the trade.
Who said anything about an 'expensive racing bike'? I said 'a loan bike', doesn't have to be a De Rosa, a base model Spesh allez or demo bike would be better than nothing.
Funny that you not knowing exactly what happened hasn't prevented you from commenting at length here on how Sigma aren't at fault...perhaps if you know nothing you should have said nothing?\'You Come At the King,You Best Not Miss\'0 -
Have you read the original posting or are you just bored on a Saturday morning and fancy arguing the toss on the internet?Croxted Avenger wrote:Who said anything about an 'expensive racing bike'? I said 'a loan bike', doesn't have to be a De Rosa, a base model Spesh allez or demo bike would be better than nothing.
Funny that you not knowing exactly what happened hasn't prevented you from commenting at length here on how Sigma aren't at fault...perhaps if you know nothing you should have said nothing?
Sigma have upheld their contractual obligations, as have Jim Walker. De Rosa seem to be the cause of the delay. If anyone should be directing ire at anyone in this case then De Rosa would be worthy recipients.
However, the point remains that moaning on an internet forum will not do anything other than make the original poster feel a bit better.
What does annoy me is that the reputations of companies can be damaged without thought by ill informed postings (Giant Man take a bow here). That's why I've commented on this thread.0 -
I had a problem with the Neutron wheels that I speced with the bike. That took Sigma nine months to resolve and now this! I have received a e-mail from Sigma to say that they are looking into it. I'm not holding my breath. I'm sorry but its cack!0
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Know of two other De Rosa's that have suffered cracks in the same areas. Is this a De Rosa problem? Was looking at some of their models in Riccione lately but decided not to buy on the strength of the frame issues I have seen.0
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Andyp - yes thanks, I've read the whole thread. But I'm not sure you can claim to have read (or thought about) my initial post though. I'm not disputing that Sigma may have held up their end of the bargain legally but you have failed to answer this question I asked you:-
'Andyp, you might think Sigma have held up their end (legally) but surely you realise this could have been handled much better?'
In an earlier post you talked about building face to face relationships with your LBS. Surely then you recognise that Sigmas part in this relationship is more than merely selling a product and providing the bare minimum resolution required by strading standards law, especially on a product retaling at £4500?
Sure, we only have Lysanders version but hey, this is the internet not a court. Lysander has the potential (and may have already fullfilled) to be what you learn in customer services 101 a 'terrorist', someone who gets shoddy service (or percieves to) and then broadcasts this fact to anyone who will listen. As a business this is the most damaging customer possible and the terrorists impact is quantifyable in bottom line. Not only this but once out there the damage to word of mouth reputation (which you allude to) is rightly or wrongly tangable and very hard to reverse.
Like I said, it only takes a few small measures for Sigma to head off all this but they've failed it seems to see what bad potential an issue like this has.\'You Come At the King,You Best Not Miss\'0 -
Top and bottom is this is typical shitty customer service that is endemic in this country. What amazes me is that people actually defend such downright incompetence and lack of common courtesy and accuse people who complain of having axes to grind.
Spending a load of money on a bike and seeing it go wrong is bad enough but then being without the bike for week/months on end is totally unacceptable. Would this happen with a car/television/camera/computer? Of course not. Why shouold it be any different with a bike?
AndyP, do you work in a bike shop? Or indeed any shop? If so please let me know so I can avoid it like the plague. Your idea of customer service is nothing more than a piss take0 -
Lysander, go to the shop annd demand either your money back or a new bike. Simple. You've been far too reasonable. Sometimes people don't listen to reason. Stand in the shop and refuse to leave until you get satisfaction. Slag the shop off to everyone who comes into the shop. Get a solicitor involved. Sue them.0
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yea I think I was maybe lucky but I did buy the de rosa stright from the factory, and when ever I sent it back to them I paid the extra to make sure it was tracked, I know off two other King XLight owners who have had problems with cracking paint, I really dont think it stops how the bike handles but on a £2.300 frame you just dont want it.Yea I'm getting on0
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Update
Sigma e-mailed me on the 29th and said they would let me know by today at the latest what has happend to my frame. Guess what, they havan't!
Cack or what!0 -
I refer the right honourable gentleman to my earlier reply , , ,
"Lysander, go to the shop annd demand either your money back or a new bike. Simple. You've been far too reasonable. Sometimes people don't listen to reason. Stand in the shop and refuse to leave until you get satisfaction. Slag the shop off to everyone who comes into the shop. Get a solicitor involved. Sue them."0 -
I just don't understand why andyp defends such rubbish service from Sigma. He must work for them.0
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So despite them being the shop he had a contract with and the UK representative, neither of them have a contractual obligation to replace a faulty product within a reasonable time-span? They can't simply pass the buck on to De Rosa - if De Rosa aren't doing things fast enough then they need to find another solution to this problem, since as far as the customer is concerned they have no interest in the service De Rosa provide to Jim Walker, as they have nothing to do with that contract. I have no idea about the economic realities of the trade, but I don't see how that has anything to do with this situation - if a shop is selling and a middle man is making his cut on a £4500 product, then I'd expect rather better service than they are providing in this instance.andyp wrote:Sigma have upheld their contractual obligations, as have Jim Walker.0 -
andyp wrote:
Have you read the original posting or are you just bored on a Saturday morning and fancy arguing the toss on the internet?Croxted Avenger wrote:Who said anything about an 'expensive racing bike'? I said 'a loan bike', doesn't have to be a De Rosa, a base model Spesh allez or demo bike would be better than nothing.
Funny that you not knowing exactly what happened hasn't prevented you from commenting at length here on how Sigma aren't at fault...perhaps if you know nothing you should have said nothing?
Sigma have upheld their contractual obligations, as have Jim Walker. De Rosa seem to be the cause of the delay. If anyone should be directing ire at anyone in this case then De Rosa would be worthy recipients.
However, the point remains that moaning on an internet forum will not do anything other than make the original poster feel a bit better.
What does annoy me is that the reputations of companies can be damaged without thought by ill informed postings (Giant Man take a bow here). That's why I've commented on this thread.
Don't understand andyp why you are the only one in this thread who defends these charlatans who take people's money and don't give decent customer service.
I'm bloody sure if it were you who was in the same situation we wouldn't hear the last of it on here or anywhere else. People pay money for goods and expect SERVICE. Simple as that. That is all lysander wants which is more than reasonable. And if you can't see that then you must be more stupid than you're letting on. People are being let down left right and centre and it is saddening all round.It hardly inspires confidence in dealing with the companies in question does it?0 -
Don't really want to get into a slagging match, but here is my tuppence.
I've been to Sigma a fair few times and always recieved good friendly service, and I'd rate it as one of the best cycle shops in London. So I'd like to think this is one off event.
If Lysander agreed to have his bike shipped of De Rosa repair, then Sigma should have done this (recorded delivery) and kept him in the loop as to when his frame may return.
I believe Lysander would have been within his rights to demand a new frame from Sigma if that was what he wanted. I appreciate they may have to order a new one from Jim Walker for him, but he'd get it in a week. Sigma could then send the frame back and get a replacement from Jim Walker. It is what happens in retail, believe me I'm from a family retail business. Some times we make a nice loss of returned goods just to give customer satisfaction.
From the sound of it, Sigma either haven't sent the frame back or have lost it.
I believe Lysander should now get a replacement from Sigma. I doubt it will be necesary to get lawyers involved, I'm sure Sigma will do the right thing.
If not a letter to a cycling magazine should put the wind up them and cost less.0 -
Lysander, Any news?
I was thinking of going to the Sigma sale but I'd like to know whether your problem has been resolved first.0 -
Hi Shavedlegs,
Sigma have assured me that my frame is with De Rosa. They have however given me no date as to when I might get my frame back. They have had my frame since August and sent it back at the begining of September. So I'm not happy! I have said to them that if there isn'y a date set for this matter to be resolved by the end of January then they should give me a new X Light fame. I think this is more than fair.0 -
End of January - your being far more fair and generous than they deserve. I think you still need to press for a date far closer, say mid January- certainly press for a firm date, otherwise they'll keep taking you for a ride. Still, crap service all round from Sigma and De Rosa combined.0
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This is so dissappointing.
Did they agree to replace the bike at the end of Jan? Any sort of apology?0 -
Hi,
No they just sent me an e-mail to say the frame was with De Rosa and in processing. No apology or explanation as to how long the whole process might take. Once I get what I'm owed from them I will never go anywhere near that shop again. You would think after spending £4500 you would be treated with some respect. Happy Xams to everyone on the forum.0 -
Lysander wrote:Hi,
No they just sent me an e-mail to say the frame was with De Rosa and in processing. No apology or explanation as to how long the whole process might take. Once I get what I'm owed from them I will never go anywhere near that shop again. You would think after spending £4500 you would be treated with some respect. Happy Xams to everyone on the forum.
I don't blame you one bit lysander, I would be exactly the same. Very shoddy service imo as stated on previous threads. Hope you get the result in the end mate.0 -
Do you go into the shop and badger them ? In my experience it's a lot harder to dismiss someone in person that it is via email.
For an example of how it should be done by an lbs, http://www.fredwilliamscycles.co.uk/ sorted out a new frame and re-built my bike in under a week after a Giant frame cracked on me earlier this year0 -
You'd be well within your rights to demand an immediate refund, regardless of what the position is with Jim Walker or DeRosa. Write to Sigma clearly stating the events, and give them a deadline to provide a resolution. If the bike was bought with a credit card, I'd contact the card issuer with a copy of the letter to Sigma and leave it to them - check out the Sale of Goods act, but you have ample legal rights to reject the goods and demand a refund. Take your money to someone who seems to understand customer service. Sigma Sport appear to have forgotten who the customer is and who pays their bills!Make mine an Italian, with Campagnolo on the side..0
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You would think after spending £4500 you would be treated with some respect.
Money buys respect? What a f*cked up world... The amount of money spent should be irrelevant surely."Tyres down on your bicycle, your nose feels like an icicle"0 -
I saved for a long time to buy that bike. It was a once in a lifetime purchase as such I thought I would be treated with some degree of dignity and respect. Happy Xmas everyone.0
