New Bike BIG PROBLEMS

gb155

Is it the Bike or the Shop

approx 4 weeks ago I collected my new Trek 6300 and set about commuting, From the start there was an issue with the gears and a strange vibration/wobble, Something I didnt worry about as I knew the bike was new, it may feel diffrent and anyways the shop will service it within 2 months to Iron out any niggles.

Last Wednesday the wobble was REALLY bad as I turned into work, I was a little early so I check it over, AT LEAST 5 spokes were broken (could have been 6) I got it to shop (in the car) and explaned, They said it will probs need a new wheel and will ask Trek to look into it, I also told them of the issues with the gears and asked them to do the first service on it at the same time.

Sunday Afternoon I was told they were about to start the work, I had it back by around 4pm on Sunday, Never could get an answer to the question "is it a new wheel" The girl in the shop kept trying to create an account for me so I could settle my "bill"

Ok so as I have been Ill today was the first time I could test it (and myself) out, I did 1.5 miles, Just as I was about to turn into my road I was doing around 15mph, I kicked it down a gear or 2, I always do this to make it easy in the mornings there was an almight crack, the rear deraillieur went into the back wheel, temp locking up the wheel, then the chain jumped into the wheel from the top of the cassett, So I will be speaking to the bike shop in the morning but who is at fault here

Me for being a fat boy on a MTB

The shop ?

Or the Bike, is it a duffer?

Also how should I broach the shop

Your assistance is appreciated.

Bikefotos

Looks like the gears haven't been adjusted properly and the limiter screw hasn't been set. This would stop the rear mech shifting closer (or into, in your case) to the wheel. There are two limiter screws (high and low) the other limiter screw stops the chain shifting off the cassette the other way. Easy job to do , so the bike shop would be at fault (imo).

As you mentioned 'bill', I hope you didn't pay for the reairs to the wheel as a new wheel shouldn't break 6 spokes with normal riding.

iclestu

Bad Luck mate

To my mind, it is the shop you bought it from, the shop that did the repairs and the shop you have your 'contract' with. They are responsible to you.

Without any specialist bikey knowledge they have to ensure that the goods they sell you are fit for the purpose for which they were sold. As does any shop.

If they think they got some faulty stock/a bad bike/whatever then it is up to them to take it up with thier supplier...

gb155

Bikefotos wrote:

Looks like the gears haven't been adjusted properly and the limiter screw hasn't been set. This would stop the rear mech shifting closer (or into, in your case) to the wheel. There are two limiter screws (high and low) the other limiter screw stops the chain shifting off the cassette the other way. Easy job to do , so the bike shop would be at fault (imo).

As you mentioned 'bill', I hope you didn't pay for the reairs to the wheel as a new wheel shouldn't break 6 spokes with normal riding.

Thanks for that

No I told the girl that I was under the impression Trek were to fit the "bill" and if they wanted to charge me they should have told me before starting work, A guy came over and said, go on mate, just take it, its fine.

mudcovered

gb155 wrote:

Is it the Bike or the Shop

Last Wednesday the wobble was REALLY bad as I turned into work, I was a little early so I check it over, AT LEAST 5 spokes were broken (could have been 6) I got it to shop (in the car) and explaned, They said it will probs need a new wheel and will ask Trek to look into it, I also told them of the issues with the gears and asked them to do the first service on it at the same time.

That should be a warranty issue. Unless you have been doing some serious off road riding there is no way an MTB wheel should break that badly during normal on road commuting use. A look at the 6300 on the trek web site shows it as using pretty conventional 32 spoke wheels no way they should break that easily.

Ok so as I have been Ill today was the first time I could test it (and myself) out, I did 1.5 miles, Just as I was about to turn into my road I was doing around 15mph, I kicked it down a gear or 2, I always do this to make it easy in the mornings there was an almight crack, the rear deraillieur went into the back wheel, temp locking up the wheel, then the chain jumped into the wheel from the top of the cassett, So I will be speaking to the bike shop in the morning but who is at fault here

If you haven't tinkered with the limit screws on the rear mech and haven't dropped the bike on the mech then its fairly likely a bike shop issue as in most cases its poor adjustment that launches the mech into the spokes of the wheel.

Mike

gb155

iclestu wrote:

Bad Luck mate

To my mind, it is the shop you bought it from, the shop that did the repairs and the shop you have your 'contract' with. They are responsible to you.

Without any specialist bikey knowledge they have to ensure that the goods they sell you are fit for the purpose for which they were sold. As does any shop.

If they think they got some faulty stock/a bad bike/whatever then it is up to them to take it up with thier supplier...

Cheers Mate, Personally I think the issue is beyond "stock" but as things stand I have a little over a week till Blackpool and The Townsend is taunting me :shock:

gb155

mudcovered wrote:

gb155 wrote:

Is it the Bike or the Shop

Last Wednesday the wobble was REALLY bad as I turned into work, I was a little early so I check it over, AT LEAST 5 spokes were broken (could have been 6) I got it to shop (in the car) and explaned, They said it will probs need a new wheel and will ask Trek to look into it, I also told them of the issues with the gears and asked them to do the first service on it at the same time.

That should be a warranty issue. Unless you have been doing some serious off road riding there is no way an MTB wheel should break that badly during normal on road commuting use. A look at the 6300 on the trek web site shows it as using pretty conventional 32 spoke wheels no way they should break that easily.

Ok so as I have been Ill today was the first time I could test it (and myself) out, I did 1.5 miles, Just as I was about to turn into my road I was doing around 15mph, I kicked it down a gear or 2, I always do this to make it easy in the mornings there was an almight crack, the rear deraillieur went into the back wheel, temp locking up the wheel, then the chain jumped into the wheel from the top of the cassett, So I will be speaking to the bike shop in the morning but who is at fault here

If you haven't tinkered with the limit screws on the rear mech and haven't dropped the bike on the mech then its fairly likely a bike shop issue as in most cases its poor adjustment that launches the mech into the spokes of the wheel.

Mike

It has slicks fitted (at my request) so I didnt even touch canal pathes etc, It was A-Road commuting only.

I picked the bike up Sunday and I have been too ill to commute (man flu) Today was the first time, I got it home on the car rack I have and its sat untouched since then, Guess Tomorrow will be fun :-)

mudcovered

gb155 wrote:

Cheers Mate, Personally I think the issue is beyond "stock" but as things stand I have a little over a week till Blackpool and The Townsend is taunting me :shock:

Well if my frame replacements are anything to go by the shop shouldn't have any warranty problems with Trek. I've had a couple of zero hassle frame replacements due to frame failures on my Fuel.

Mike

Pokerface

mudcovered wrote:

gb155 wrote:

Cheers Mate, Personally I think the issue is beyond "stock" but as things stand I have a little over a week till Blackpool and The Townsend is taunting me :shock:

Well if my frame replacements are anything to go by the shop shouldn't have any warranty problems with Trek. I've had a couple of zero hassle frame replacements due to frame failures on my Fuel.

Mike

"A couple of frame failures"?


That doesn't exactly instill confidence! (And I ride nothing but Trek myself)

millymoose

'Sale of Goods Act' - they must replace or refund!

gb155

millymoose wrote:

'Sale of Goods Act' - they must replace or refund!

Its a C2W Bike so refund isnt an option, Maybe its gonna get messy

jobysp

Its a shop problem. They should replace or refund - the other poster is correct. It shouldn't matter if its C2W - its still a sale.

gb155

The thing is, I had already lost a lot of confidence in it, Now when I get on it im gonna be bricking it

il_principe

gb155 wrote:

The thing is, I had already lost a lot of confidence in it, Now when I get on it im gonna be bricking it

If you're really worried try taking it into another shop. Your LBS appears to be staffed by muppets - not adjusting the limiter screws properly = shoddy shoddy work.

cyberknight

iclestu wrote:

Bad Luck mate

To my mind, it is the shop you bought it from, the shop that did the repairs and the shop you have your 'contract' with. They are responsible to you.

Without any specialist bikey knowledge they have to ensure that the goods they sell you are fit for the purpose for which they were sold. As does any shop.

If they think they got some faulty stock/a bad bike/whatever then it is up to them to take it up with thier supplier...

Pretty much it

Do not be fobbed off by them trying to blame the manufacturer when i used to read computeractive consumer section they always said your contract is with the shop you bought it from not with the manufacturer .

TBH i would`t have taken the bike from the shop when they did not answer your questions but hindsight is all well and good ( mind you i am a pit bull when it comes to stuff like this the wifey gets embarrassed but i like to get what i pay for ).

Have you got the reciepts etc etc and/or copies of any corrospandence regarding the work? find anything you can just in case...............

Do not be put off by them saying not under warranty just quote.......

#

Goods should be of satisfactory quality and as described.

The Sale of Goods Act 1979 ensures goods should be of satisfactory quality and fit to do the job intended for them. Fit for purpose means both generally e.g. hi-fi speakers should play music but also specifically for any purpose you've asked. E.g. if you've asked ‘will they fit my Hitachi Hi-fi?', and been told yes, but it doesn't then it wasn't fit for the purpose specified.

then you have...........


The Supply of Goods and Services Act 1982

Goods

The trader must provide you with goods which are:

* Of satisfactory quality

Goods must meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price and all other relevant circumstances. The quality of goods includes their appearance and finish, their safety and their durability. Goods must be free from defects, even minor ones, except where these defects have been brought to your attention by the seller (perhaps the goods are being sold as 'shop-soiled').

* Fit for their purposes

This includes any particular purpose mentioned by you to the seller. For example, if you are buying a computer game and you explain that you want one that can be played on a particular machine, the seller must not give you a game that cannot be played on that machine.

* As described

The goods must be as described on the package or a display sign, or by the seller. For example, if you are told that a shirt is 100% cotton, then it should not turn out to be cotton and polyester.
Services

All services must be:

* Provided with reasonable care and skill
* Provided within a reasonable time
* Provided for a reasonable price, if a price has not already been agreed

Remember when asking for a price for a job, if you are given a QUOTATION, then that is the price you should pay; if you accept an ESTIMATE, the final price could be more, but should still be reasonable.

gb155

Thanks everyone, A quick update on where we are now:

An update on the TREK for those that dont follow me on twitter, or those that do but missed it (I do go on so its easy to miss)

Got a text from the misses saying Harry Halls were laying the blame at my week for the damage to the Trek, I was mentally busy yesterday morning but it gave me chance to compose myself before calling:

After laying the blame with me (saying I MUST have been doing something at the time, such as jumping off kerbs etc), they admit becuase of the gear issues from day one of me owning the bike that the chain may have been bent from new, I did state that I asked for the gears to be serviced, when I got it back it was clear they had not been done and that if they had then they would have seen a bent chain ????

They have agreed to sort it out and not charge me and it should be ready today, it shouldn't take me kicking off to get to this situation but there we have it, now let's see what happens.