Wiggle Problems?
euangreen
Posts: 11
Has anyone had a dodgy bike from Wiggle? And if so how easily di you get it repaired/returned?
I've been trying to contact them for the last two days. My new Focus Cayo has a wrong fitting rear cassette and cogs and they will not respond to any emails. I can't find a phone number that doesn't go through to a message about sending an email instead. They say that by sending an email you will get a response very quickly. What a joke!I hope some Wiggle employees are reading this!
Euan
I've been trying to contact them for the last two days. My new Focus Cayo has a wrong fitting rear cassette and cogs and they will not respond to any emails. I can't find a phone number that doesn't go through to a message about sending an email instead. They say that by sending an email you will get a response very quickly. What a joke!I hope some Wiggle employees are reading this!
Euan
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Comments
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euangreen wrote:Has anyone had a dodgy bike from Wiggle? And if so how easily di you get it repaired/returned?
I've been trying to contact them for the last two days. My new Focus Cayo has a wrong fitting rear cassette and cogs and they will not respond to any emails. I can't find a phone number that doesn't go through to a message about sending an email instead. They say that by sending an email you will get a response very quickly. What a joke!I hope some Wiggle employees are reading this!
Euan
Euan,
Did you get an automated response back from Wiggle issuing you with a case number and an estimated time by which they aim to deal with your request. If you didn't then Wiggle has not received your email. This can be for a number of reasons such as your email provider being on a spam list, etc. My only suggestion here is to try another email provider. I use googlemail and have no problems contacting them and they always deal with my requests that day or the following day.
If you are getting the automated email then that is very poor customer service on their part and you have every right to be upset.0 -
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Hi,
I've used the contact us section in my account area each time and have received an automated rsponse each time as well, saying they'll get back in 6 hours..., but then nothing else.
I've also taken my new Focus Cayo to my LBS for an inspection and they say there is definitely an incompatibility between the cassette and the hub, the whole casette is loose.
Frustration is not the word.
Preparing a letter to get recorded delivired to Wiggle, and seeking legal advice, as as far as I am concerned I've been supplied with something that is dangerous and not fit for use.
If any one else has any other suggestions I'd be happy to hear them
Euan0 -
I am interested in what is the actual problem? What did the LBS say was wrong to make the cassette incompatible is there a spacer or a cog missing? is the lockring just lose?"Do not follow where the path may lead, Go instead where there is no path, and Leave a Trail."
Parktools :?:SheldonBrown0 -
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could be.. but as we dont know which Cayo it is....... we dont know the spec
"Do not follow where the path may lead, Go instead where there is no path, and Leave a Trail."
Parktools :?:SheldonBrown0 -
redddraggon wrote:Could it be that the 10 Speed spacer is absent from the hub?
It doesn't really matter, big or small, tha actual physical problem is an irrelevance.....the OP main complaint is that Wiggle haven't contacted him after reporting a problem as an issue.0 -
It probably will not get you any closer to what you want however having checked out wiggle's bike return faq the address that should be used for notifying faults or returns on bikes is:
bike@wiggle.co.uk along with your order number for the bike.0 -
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just send the bike back and demand a refund .0
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Ring Consumer Direct, they're very helpful and will even dictate a legal letter for you to write. http://www.consumerdirect.gov.uk/0
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Whilst think the OP is quite entitled to be annoyed at their lack of a quick response to his request I really think that after 2 days (4 now but they probably don't respond over weekends) it really is a little excessive to be talking of legal action. If the OP really does want a Focus Cayo bike, but one that is properly setup, then he would be better to continue his efforts to be get a response as this will likely give him the best outcome. If he goes down the legal route one thing for sure he will not be riding a Focus Cayo of any description. It may be that he is so sick of this now that he doesn't want one under any circumstances in which then he may as well through the kitchen sink at them but I have my doubts that it will resolve anything any quicker.
Just another way of looking at it.0 -
The thing i don't like about wiggle is that they are not at all flexible.
When they sent me someone else's order the other week i contacted the other customer and asked if we could just swap the items over. Wiggle instructed him not to do it.
Also they really should provide a phone number as only being able to see emails when you get back from work can really prolong any potential problem.0 -
All companies can make mistakes at times. 2 working days isn't too bad really. I ordered a bike box from Wiggle recently and it arrived damaged. I had no trouble getting in-touch and they sent a carrier to pick-up the box within a week and then refunded my card in full. I use Wiggle all the time and find their customer service easily in the 'excellent' category when viewed in the long term.http://www.fachwen.org
https://www.strava.com/athletes/303457
Please note: I’ll no longer engage deeply with anonymous forum users
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i also had a niggle with wiggle. never used them since. i much prefer chainreaction tbh.
pretty poor show though to supply a bike thats not safely rideable non?0 -
you have bought something thats faulty , demand a refund or exchange . if you bought a faulty microwave from argos you would be straight back with it .0
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Wiggle don't seem that bad at replying to emails about problems - I placed a small order last week and only half of it came on Saturday (all of it was meant to come) I sent them an email on the Saturday and recieved a reply at 0842 this morning (they expect to answer emails with 6 working hours - and I don't think even 1 official working minute has past yet)0
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Wiggle are on my hate list now; repeated episodes where I have ordered something from the website, only to be told that it is not in stock, we will let you know when it is.........
When so far being at least six months.
Why have goods on the website when they are not in stock or even available ? Ok, once maybe, but repeated episodes.
As for all the guff about "customer care" on their website.....patronising e-mails at best.
Parkers, St Johns Cycles even Evans manage better than this.
Thankyou, I feel a little better now.0 -
Goes back to the old argument of paying a bit extra and going to your lbs.0
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jenster88 wrote:Goes back to the old argument of paying a bit extra and going to your lbs.
From what you read on these forums and others there are a lot of very happy focus owners out there. Let's not blow things out of all proportion. Let me see you get a bike of the same spec as the Focus in your LBS. I'm guessing anyone buying online for the Focus are doing so because they want the spec that comes with it. A bit extra can a bit too much for some and no guarantee that you will have a problem free build. Even the best LBS make mistakes.0 -
I have used wiggle for several years. I have bought a Focus Cayo from them. I have never had a problem with them and my Cayo works just fine.
I wish I had a LBS!
Tim0 -
Hi,
Thanks for the replies.
As it turns out someone from Wiggle saw my post on this forum and got in touch with me on the 28th. They assured me that they would make sure it was dealt with and I then received emails from someone else from Wiggle asking about the bike. Long and the short of it is, and after two trips to my LBS, it turns out there was a spacer missing from behind the rear cassette. Wiggle sent one out to me and I received it on Thursday (1st May) . Took my bike to LBS , again, and they fitted the spacer and sorted the gears out as they were all screwed up.
Went out on the bike today, the first time I've been out on it properly doing some proper distance and speed since I got the bike two weeks ago.
Am very pleased with the bike now. Just a shame the whole experience of buying this has been marred by the problem I've had with it.
Euan0 -
Hi All
Just my 10pence, have used Wiggle for a few years now (and my LBS) and up to now have no complaints, also got a Focus Cayo from them
Shane0 -
lilactime wrote:
thats why you haventtrw999 wrote:I have used wiggle for several years. I have bought a Focus Cayo from them. I have never had a problem with them and my Cayo works just fine.
I wish I had a LBS!
Tim
What utter rubbish. There is a very large network of LBS all over the country. If you used that argument then there should be none anywhere. If they can exist in one place then they can exist anywhere. If they don't it is because they are either badly run or there aren't enough people interested in cycling in that area. Why is that we expect a bike shop in every town yet we are prepared to travel miles to the nearest out of town supermarket or reatil park. Most of us can get to bike shop pretty easily. Indeed I have the choice of 20 within a 20 mile radius. Hardly the other end of the world and I don't drive so if I can mange to get around on the bike or the bus to these shops I'm sure the rest of you can.
Online retailers have had in an impact on almost ever business sector and what the LBS have to realise is that the past is gone and your not going to get it back. They have to adapt to these changed circumstances. They need to build on their strengths. Stagnation is the greatest threat to the LBS not the online retailer.
Euan glad you got everything sorted. Did they give you any reason why they hadn't responded in a more timely manner?0 -
Hi Folks
Ive read the comments and thought I'd stick up for them. I've bought loads from Wiggle and their customer service has been very good. This included buying an item which was then reduced by 50%. I contacted them as I hadnt received the goods yet and they gave me a credit note for the amount. pretty good I thought!0 -
When I said I wish I had a LBS I should, in retrospect, have qualified the statement.
There are three bike shops and a Halfords within 8 miles of where I live. I would not entrust my road bike to any of them for servicing. I have either not received good service from them or they are not geared up to roadbikes. Instead, I travel 25 miles to have my bike serviced or repaired. There's local and there's local.
I happen to buy a good many items via the internet, including food, clothes, books, music and so forth. It does not mean that I do not buy from my local bookshop, music store, clothes shops or Tescos. Whichever gives me the better service and/or price at the time I want the item, I will use.
Free market economics.
Tim0 -
I brought my bike off the internet and I must admit is was a bargin, But what I saved on the bike was spent on getting the bike set up properly ie bar tape, brakes and gears at my lbs.
Then after 2wks the forks broke and after getting intouch with my supplier they told me I had to wait 4wks(still waiting) for my new forks to come.
On the bright side they did send me a replacement set of forks so I can still use the bike, But still had to go back to the bike back to the lbs and have these put on.
So when my new forks come through I got the same thing back to lbs to take the loaners off and my new ones on(all at at cost)
To make matters worse my lbs told me that if my bike was purchased from them that the forks would be with them within 48hrs and no labor charges.
I to have brought endless amounts of gear from the internet with no problems, but when it comes to buying a bike I would now think twice.
Just on another point, on this forum there is always endless advise on getting measured properly for your bike before you buy, not a problem if you want a Trek, Spec, Gaint etc you can go to your lbs and get measured and advised there. So why would you even consider buying for focus bike when( I think i'm right) that wiggle are the only suppliers of these in the uk, so you are taking a big risk and investment on something that might not be right for you!
Also my lbs has now told me that they will try to price match off the internet0
