De Rosa Repair

Lucky Luke

Was considering buying an Avant frame earlier this year . This thread has put me off .

colint

I've got an Avant and love it, but I doubt I'd buy another De Rosa purely because of the appaling service level. It's not just this thread, the De Rosa forum is full of similar complaints.

guinea

Unless someone from De Rosa comes up with an adequate explanation I'd never buy one. This consistently bad level of service wouldn't inspire any one to part with that amount of cash.

andyp

Lysander wrote:

Hello everyone,
I have still not got my bike back! I was told on the 25th of January that it would be twenty days plus shipping. I e-mailed Mark the manager at Sigma yesterday but have not had a reply. I'm starting to find it quite funny. I think I must have lost my mind!
I have said this before but a few months after I got the bike the black anodized finish started to come off the spokes on the drive side of the rear wheel. I took the wheels back to the shop and they said they would deal with it. Nine months later I finally got the wheels back! Thats Sigmas idea of good customer service. I will let you know when I finally get my bike back.

Are you going to tell the whole story or continue to tell parts of it?

I was in Sigma this evening and we talked about this thread - bemused would be the best way to describe how they feel about.

I'll leave you to tell us a bit more Lysander.

giant_man

yes I am sure they are bemused because their customer service is cack, they rip people off and don't keep them informed. That's just arrogance in my book.

andyp

giant mancp wrote:

yes I am sure they are bemused because their customer service is cack, they rip people off and don't keep them informed. That's just arrogance in my book.

You know the square root of fuck all about the situation so why don't you keep your own counsel for once?

redddraggon

andyp wrote:

giant mancp wrote:

yes I am sure they are bemused because their customer service is cack, they rip people off and don't keep them informed. That's just arrogance in my book.

You know the square root of f*** all about the situation so why don't you keep your own counsel for once?

I think someone got out the wrong side of the bed this morning.

4kicks

AndyP, why not invite someone from Sigma to post their view of this?

giant_man

andyp wrote:

giant mancp wrote:

yes I am sure they are bemused because their customer service is cack, they rip people off and don't keep them informed. That's just arrogance in my book.

You know the square root of f*** all about the situation so why don't you keep your own counsel for once?

Ha ha oh yes of course I forgot ,you do know don't you? Cos you've gone in there and spoken to them, and of course everything they've told you must be correct. Yeah right!

alfablue

Mercury-10 wrote:

unfortunately locked into De rosa, because they would not give me my money back I did ask this time but what do you do , take them to court? so just kept changing frames maybe Ill be lucky this time, but........ still got a two year warranty left, hmmmm.... not ideal I know.

Yes, its easy. In theory you have up to six years redress over faulty goods, regardless of warranty. You can file a claim on http://www.moneyclaim.gov.uk/ it is Her Majesty's Court Service, and it is the online equivalent of the small claims court.

Write to them, recorded delivery, with a letter entitled "Notice Prior to Action", outline your disatisfaction, demand a full refund within 7 days and say if there is no satisfactory remedy within this time you will file the claim and they will be responsible for all your costs (this will include the court fees, and could include phone calls, letters, time, bike hire etc, I would spell this out in the letter).

Suchh letters usually concentrate the mind,and I have always found I have got a result without the need to claim, but do be prepared to do so, and do so if the 7 days passes after their receipt of the letter if no joy.

Your claim should be for the full amount plus expenses, but legally the claim is probably for the full amount less any "enjoyment" you have had of the product. There is an issue that you have opted for repair rather than replacement, but they still have to do this in a reasonable time (I would say no more than 1 month).

Get tough now, it may surprise you how attitudes change! There is advice on the process here and more info on the relevant law and template letters here.

bratters

SteveNcp wrote:

bratters wrote:

Not good publicity for De Rosa but a classic Carpe Diem to all bike buyers.

Bratters, think you might be confusing your Carpe Diems with your Caveat Emptors

Hi guys, just catching up on the tread:

Good spot Steve; yet another case of in vino veritas - or in vino anyway. However, in view of what's happened, or more acccurately what's not happened, even caveat emptor now seems very lame advice. Abandon Hope All Ye Who Enter Here is probably more apt.

I don't know whether I admire or despair of Lysander's seemingly inexhaustible patience.
I'm used to Italian ways (married to a lady from Napoli.) and buggering about and prevaricating is pretty much accepted. However even by their standards this is far too long and by now Neapolitans would have resorted to action - and not gentlemanly action either.

Well this is what I would do Lysander. In spite of your apparant reluctance to go a'courting, present them with an ultimatem. Either bike back or cash refund of whatever figure is reasonable in seven days. Send 'em an invoice, 7 days to pay then sue the bastards.

You'll get your money then go and buy yourself a nice bike serviceable and repairable in UK.

And stick a brick through their window once a fortnight until you feel better.

Let's face it do you really want that De Rosa back? What do you do when it cracks up again? Think about it young man.

Mercury-10

well after 5 months I finaly got my De rosa Protos, just in time for spring too, will take on board about taking them to court if this one falls apart, fingers crossed 4th time lucky, Pinarello next time i'm thinking! and Prince at that!

muz250

only just read this thread but at last count 10837 people have viewed it, and am gessing that amount of people (roughly) are not now considering spending £4500 on a de rosa. Its not like your buying an entry level bike.

Imo anybody who spends that amount of money on bike should be treated with respect, lets face it put that in car terms its like buying a ferrari with a cracked chassie. Its may take some time to get things done but the buyer should be well informed of whats happining.