Ribble & Look... what a couple!

nothingmorethan70.3

I would like to share my bad experience with the customer service of Ribble Cycles and Look.

At the end of October I managed to snap the left pedal (Look Keo Sprint). I'd like to think that this thing happened to me because of my unbelievable power output Shocked. I wrote straight-away to Look France (because I bought the Look Keo last year) and they told me to contact Ribble. On the 2nd of November I wrote the first email to them and they asked me to send the pedals. Once they received them (after two weeks because of the postal strike Sad), I've been informed that they would have sent the pedals to Look in order to inspect them (I'd like to underline that they look pretty new and in my opinion you shouldn't be a scientist in order to understand that they were faulty).
On the 13th of December (after almost one month) Look confirmed that my pedals are covered by warranty and Ribble asked me for a substituition (the Keo Sprint are not available). I replied straight-away and obviously I asked for an upgrade (after almost 2 months I definitely deserve it). Since I replied to Ribble I haven't received any answer.
What a fantastic customer service!

My brief review of the product:
Look Keo Sprint (good pedals until you brake them Thumbs Down)

Pokerface

Ribble are showing Red ones in stock.

However - it is up to Look to replace them (via Ribble), so you can't blame Ribble if things go slowly.

Maybe you should ring them rather than rely on email and get an answer.

lfcquin

Sorry to hear about that. I'm hoping I don't need to return my pedals for any reason now!

I bought a pair of Time RSX pedals from Wiggle in May 2008. They snapped in June 2009. As it was the middle of the racing season I needed a pair straight away and the only place I found in the North West with stock was Ribble, so I got replacements from them.

As an example of good customer service I sent the snapped Time pedals back to Wiggle and they refunded my money within about a week, no quibble.

Good luck with Ribble. If you get no joy then I suggest contacting Consumer Direct.

rake

its good to send them back because it helps them understand why the design has failed for future designs, not so much weather they are faulty or not.bye

Pokerface

Forgot to mention - I bought a set of tyres from Ribble that were faulty. Rubber came off the sidewall in the first few rides.

I sent them back - they sent them to Vittoria to confirm - and eventually Ribble sent me new tyres. It takes a while as Ribble doesn't want to just send you out new product without confirm first that someone else (the manufacturer) is going to pay for it - otherwise they would be out of pocket.

Wiggle is a bigger outfit and can afford to take the risk I guess.

But I made a few phone calls to move things along.

nothingmorethan70.3

Just to underline that Look France confirmed that my pedals are under warranty (Therefore they must be faulty) and that I gave 2 options to Ribble Cycles for the substitution, but It seems that Look has to send me the pedals (that's why I sent an email to Look France; I need to understand whether or not it's true).

acidstrato

HAHA ribble arent obliged to supply you something worth more than you paid...they havent done anything wrong? what your seeking is a good will gesture! not something you deserve

the pedals broke and were sent back to see if there was a manufacturing fault or if it were down to carelessness or wear and tear. if they agreed to replace them than your entitled to a replacement of equal cost or nearest cost.

phone ribble directly and you'll get through

nothingmorethan70.3

acidstrato wrote:

HAHA ribble arent obliged to supply you something worth more than you paid...they havent done anything wrong? what your seeking is a good will gesture! not something you deserve

the pedals broke and were sent back to see if there was a manufacturing fault or if it were down to carelessness or wear and tear. if they agreed to replace them than your entitled to a replacement of equal cost or nearest cost.

phone ribble directly and you'll get through

I've simply asked for an upgrade... I didn't claim an upgrade.
That's why my 2nd option was a refund! At this stage I would be happy to have
the original cost of the pedals.

PHcp

Pokerface wrote:

Ribble are showing Red ones in stock.
However - it is up to Look to replace them (via Ribble), so you can't blame Ribble if things go slowly.

No, it's up to Ribble.
When you buy something, anything, your contract is with whoever took your money.
They in turn will have a contract with the next person up the chain, but that's no concern of the purchaser.

markos1963

PHcp wrote:

Pokerface wrote:

Ribble are showing Red ones in stock.
However - it is up to Look to replace them (via Ribble), so you can't blame Ribble if things go slowly.

No, it's up to Ribble.
When you buy something, anything, your contract is with whoever took your money.
They in turn will have a contract with the next person up the chain, but that's no concern of the purchaser.

+1
I'm suprised by the amount of people on here who don't know their basic consumer rights(ok I know I worked in the retail industry for 20 years but even so)
A lot of retailers try to get away with the old 'send it back to the manufacturer' scam but its of no concern of the purchaser. In fact you don't have to prove faulty manufacturer at all , its down to the retailer to prove misuse.

Pokerface

Sorry - I should have been clearer.

Yes - you are correct. Ribble has an obligation to repair/replace the defective goods (within 6 months I believe). But I suspect they will want LOOK to check the pedals over first to make sure they are 'defective' and weren't simply broken in a crash, through misuse, etc.

Ultimately it is LOOK that will replace the pedals, but the consumer does not have to deal with them in any way. Ribble is given "reasonable time' to resolve the problem - and of course - the legislation does not specify what a 'reasonable time' is!!

I didn't mean to imply that Ribble had no obligation to do anything in the matter and/or that LOOK was solely responsible for the replacement.

nothingmorethan70.3

After almost a couple of months Ribble told me that I'm going to receive a refund (which is exactly what I paid for the Look Keo)... Hurra!

I just paid £4.41 for the postage (in order to send the pedals back)
I wrote 10 emails.
I built up a bit of frustration.

What a good service!

The funny thing is that this morning I received an email from Look France. They told me that they don't have my pedals!!!:shock:

At this point I really don't want to know what is happened.
For sure in the future I'm not going to buy even an end cap from Ribble. :evil:

wildmoustache

I don't think you have a legitimate complaint against Look's customer service. You do against the quality of their product but that is between you and Ribble. Ribble are good for sales IME but not much else.

nothingmorethan70.3

wildmoustache wrote:

I don't think you have a legitimate complaint against Look's customer service. You do against the quality of their product but that is between you and Ribble. Ribble are good for sales IME but not much else.

You are almost right Wilmoustache.
According to Look France, Ribble is not even an official dealer, but It took almost 2 months and 4 emails in order to have this precious information from them.

Ribble told me that they sent my pedals to "Look", therefore I've assumed it was "Look France".

When I placed the order on Ribble's website, I haven't checked whether or not I was buying the Keo Sprint from an "official dealer". (I made an unbelievable mistake).

As a customer, I'm not interested in understanding what there is behind the scenes. The only thing very important to me is sorting out my problem as soon as possible. Therefore, I was unhappy about Ribble customer service and I wrote straight-away to Look France.

wildmoustache

it's whether the complaint is legitimate ... not whether you have a complaint!