Paul's Cycles

Shabbs

Just a word of warning if considering purchasing from these individuals. They stress how much they put into setting up your bike as opposed to buying one straight from the manufacturers, yet deliver zero on this front. I ordered a Yukon FX2 on the Sunday afternoon and received an e-mail Monday morning 9.30am saying it was despatched. Interesting this as they state a couple of hours work at least to set up your bike. On receiving the bike, there was a damp patch in the corner of the box, not water but a permanent stain which turned out to be mineral oil from the front caliper. I rode the bike which screeched from the front brake, removed the pads to discover the pads contaminated by oil from leaking seal (1 day old bike). Gears not shifting smoothly and not at all at top of range, both deraillers requiring complete setup and front brake replaced. In the end have spent about £70 more on getting the bike setup properly by someone who knows what they are doing, and actually delivers what they profess. Needless to say they failed to answer any of my e-mails regarding the poor service they provided nor any justification on the state of the bicycle. Moral is, if you consider purchasing from this shady outfit, add approx £50 - £70 to the purchase price so you can get the bike setup properly.

Pudseyp

Well fool you !!! I have had my XTC off them and they were brilliant, a friend of mine also ordered a Giant XTC the week later. His arrived and there was a problem with the brakes, he rang them they said they could either send a complete new brake off another bike in exchange, or they would delivery a new bike...he chose the later and it was sorted in three days....

You cannot make a statement as to how crap they are based on your experience, they have many satisfied customers including myself and a mate.....you should have been a bit more proactive, as everytime I have called them they answer in a few rings !

Dredd6969

Hi Shabbs

I'm looking to buy a Teocali from them soon and posted a thread recently to get everyones views on Pauls Cycles. I got really good feedback from everyone.

Apart from the set up problem, was the bike damaged in any way and was it not possible to speak to them on the phone?

You've put doubt in my head now!!!

Pudseyp

Dredd6969....I wouldn't worry...firstly you cannot buy from the manufacturer so have to use recomended dealers..all bikes ordered on line will need tweking slightly on delivery as they have to remove wheels and turn the bars..they include instructions in the box along with frame pertection patches..it seems like this is an isolated incident.

The statement as to the gears not beng top of the range, the spec is clearly listed on the site !!!

Shabbs

Pudseyp wrote:

Well fool you !!! I have had my XTC off them and they were brilliant, a friend of mine also ordered a Giant XTC the week later. His arrived and there was a problem with the brakes, he rang them they said they could either send a complete new brake off another bike in exchange, or they would delivery a new bike...he chose the later and it was sorted in three days....

You cannot make a statement as to how crap they are based on your experience, they have many satisfied customers including myself and a mate.....you should have been a bit more proactive, as everytime I have called them they answer in a few rings !

Well fool you........, Don't care how good your experience was, they sent me a shambolic bike and didn't respond to any of my e-mails. I put bar ends on the bike immediately upon receipt so didn't return it nor did I ever get the option to receive a replacement. Double standards my uneducated friend.

Shabbs

Dredd6969 wrote:

Hi Shabbs

I'm looking to buy a Teocali from them soon and posted a thread recently to get everyones views on Pauls Cycles. I got really good feedback from everyone.

Apart from the set up problem, was the bike damaged in any way and was it not possible to speak to them on the phone?

You've put doubt in my head now!!!

I'm glad you have doubt, I relied on the positive comments that surround my postings foolishly.

Shabbs

Pudseyp wrote:

Dredd6969....I wouldn't worry...firstly you cannot buy from the manufacturer so have to use recomended dealers..all bikes ordered on line will need tweking slightly on delivery as they have to remove wheels and turn the bars..they include instructions in the box along with frame pertection patches..it seems like this is an isolated incident.

The statement as to the gears not beng top of the range, the spec is clearly listed on the site !!!

"Minor tweaking", ffs, replace front brake, complete setup of gearing, front and rear. Please read carefully, "top of the range" as in "Highest Gears" not spec.......

Dredd6969

Wasn't too concerned about the setup part, can do that myself. Just wanted to know whether there was any damage and he was getting nowhere with them.

Like I said in my original thread, I'm 3+ hours from them, so can't pop in and knock some heads together.

Shabbs

"You cannot make a statement as to how crap they are based on your experience, they have many satisfied customers including myself and a mate.....you should have been a bit more proactive, as everytime I have called them they answer in a few rings"


What other experience should I base my opinion on? Their service to me was crap, the bike was setup crap. Unfortunately, another member of the "Pauls Cycles" mutual masturbation society. I don't doubt that they sometimes get it right, but on this occasion they got it wrong, big time. Accept it.

Buckled_Rims

Although it sounds like you've been unlucky, I bet you only paid £425 for it. That's a good deal on a double bouncer. I've always said that good bargains can be a gamble.

But new bikes need setting up a few times because of cable stretch etc, that's why LBS have a 6 week free service. A lot of posters on here service their bikes themselves so getting the best bargain is less of a gamble.

The front brake problem however does sounds a bit more serious then average.

Shabbs

Buckled_Rims wrote:

Although it sounds like you've been unlucky, I bet you only paid £425 for it. That's a good deal on a double bouncer. I've always said that good bargains can be a gamble.

But new bikes need setting up a few times because of cable stretch etc, that's why LBS have a 6 week free service. A lot of posters on here service their bikes themselves so getting the best bargain is less of a gamble.

The front brake problem however does sounds a bit more serious then average.

Right on all counts, at last, a reasoned response, yippee.

Pudseyp

Well make it clear then !

You are obviously one disgruntled customer in the face of hundreds of satisfied ones...actions speak louder than words and with some persistance I am sure you would have got an exchange..

Have you tried again speaking to them ? it might be worthwhile asking for some compensation towards the repair as you will have a reciept (though who is to say you didn't damage the caliper seals when removing the pads if you didn't use the right tools) if you don't get any luck with some cash back or gear...speak to your local trading standards (also inform Paul's of you intentions)...which you should have done first before venting your anger on here

paulbox

Pudseyp wrote:

Well make it clear then !

You are obviously one disgruntled customer in the face of hundreds of satisfied ones...actions speak louder than words and with some persistance I am sure you would have got an exchange..

Have you tried again speaking to them ? it might be worthwhile asking for some compensation towards the repair as you will have a reciept (though who is to say you didn't damage the caliper seals when removing the pads if you didn't use the right tools) if you don't get any luck with some cash back or gear...speak to your local trading standards (also inform Paul's of you intentions)...which you should have done first before venting your anger on here

Are you always this agressive or only when you're behind a keyboard? Just because somebody has a different opinion to you it doesn't mean that they are wrong...

The OP was perfectly clear to most people, even the bit about noticing the stain on the box before he'd removed the bike... :?

Pudseyp

Shabbs wrote:

"
What other experience should I base my opinion on? Their service to me was crap, the bike was setup crap. Unfortunately, another member of the "Pauls Cycles" mutual masturbation society. I don't doubt that they sometimes get it right, but on this occasion they got it wrong, big time. Accept it.

So why make a song and dance about it on here...your one bad case, when people have had great service in the hundreds...you also saved £325 on the retail....I am sure if you were more proactive (poss involvement from trading standards) you would have got it sorted.

I maybe a member like hundreds of others of the Pauls Cycles mutual masterbation society...rather than a sad w*anker trying to muddy there reputation

Pudseyp

PaulBox wrote:

Pudseyp wrote:

The OP was perfectly clear to most people, even the bit about noticing the stain on the box before he'd removed the bike... :?

It may have been damaged by a third party (carrier)...in my view it's words against words...the real action should be taken with Paul's not on here

I am not aggresive and do my utmost to offer advice...however it's a one sided story...

Shabbs

Pudseyp wrote:

Shabbs wrote:

"
What other experience should I base my opinion on? Their service to me was crap, the bike was setup crap. Unfortunately, another member of the "Pauls Cycles" mutual masturbation society. I don't doubt that they sometimes get it right, but on this occasion they got it wrong, big time. Accept it.

So why make a song and dance about it on here...your one bad case, when people have had great service in the hundreds...you also saved £325 on the retail....I am sure if you were more proactive (poss involvement from trading standards) you would have got it sorted.

I maybe a member like hundreds of others of the Pauls Cycles mutual masterbation society...rather than a sad w*anker trying to muddy there reputation

Defo a member, a large one. How dare I criticise the much loved Paul's Cycles, god forbid. If muddy their reputation means giving an accurate account of their dreadful service on this occasion then guilty, perhaps you should remove your blinkers. Making a song and dance might prevent some other non member of the society making a mistake. Perhaps puberty shall bring you some solice.

Shabbs

Pudseyp wrote:

PaulBox wrote:

Pudseyp wrote:

The OP was perfectly clear to most people, even the bit about noticing the stain on the box before he'd removed the bike... :?

It may have been damaged by a third party (carrier)...in my view it's words against words...the real action should be taken with Paul's not on here

I am not aggresive and do my utmost to offer advice...however it's a one sided story...

Would dearly love to see PC's post a reply????? What's the chances??????

welshkev

i've never myself bought anything from pauls cycles so i'm definately not a member of said society.

but if you noticed a stain on the box immediately why didn't you check the contents before you signed for the delivery? or even call them straight away after you discovered said fault? i personally wouldn't have shelled out £70 to correct what was clearly not your fault if what you said is correct.

just my 2p's worth

Shabbs

Stain was on the inside, noticed about 1 hour after the bike was built up, e-mailed them immediately when the front brake showed signs of failure, 1 day.

The Northern Monkey

Pudseyp wrote:

PaulBox wrote:

Pudseyp wrote:

The OP was perfectly clear to most people, even the bit about noticing the stain on the box before he'd removed the bike... :?

It may have been damaged by a third party (carrier)...in my view it's words against words...the real action should be taken with Paul's not on here

I am not aggresive and do my utmost to offer advice...however it's a one sided story...

+1 if anything, this issue should be taken up with Pauls Cycles directly.

If there was a problem with the brake then they should fix/replace as necessary and refund any postage costs incurred.

Things do get damaged in the post which is unfortunate, but losing your rag about it isn't the way to go.

Your should expected to have to set up gears yourself and yes the brake isn't going to work if the caliper is busted.

You shouldn't have paid for any work to be done, it should have gone straight back to Pauls.

welshkev

Shabbs wrote:

Stain was on the inside, noticed about 1 hour after the bike was built up, e-mailed them immediately when the front brake showed signs of failure, 1 day.

ok then, fair point. email them a link to this thread. i know it's worked with other shops, see what happens?

Northwind

If the stain was in the box then obviously it happened after the bike was boxed, so it's unreasonable to blame them for that, things do go wrong in transit and in use and no amount of setup would prevent that. But, the lack of communication is poor.

Jawa

Out of interest which courier do they use?

Pudseyp

Shabbs wrote:

Pudseyp wrote:

. I put bar ends on the bike immediately upon receipt so didn't return it nor did I ever get the option to receive a replacement. Double standards my uneducated friend.

So why the hell did you put bar ends on the bike if you knew it was faulty!!!!!!!!..which in your words ws the reason for not returning it !!!!

Anonymous

Have a look here -

http://www.consumerdirect.gov.uk/after_ ... -disputes/

But it dose state -

However, ADR should always be your last resort. If you have a problem with goods or services, you should try to negotiate with the trader or supplier first, keeping a record of all conversations and correspondence.

and...

Whichever method of ADR you choose, it is essential that you keep accurate written records and photographs of all problems, complaints and correspondence. You must also act quickly.

You don't mention any time scale in your OP, but it could be argued that you haven't given Paul's Cycles enough of a opportunity to resolve your issues.

If you have photos ect of the box and receipts or even some kind of report from the bike shop you took it to you might have a case, maybe?

Shabbs

The Northern Monkey wrote:

Pudseyp wrote:

PaulBox wrote:

Pudseyp wrote:

The OP was perfectly clear to most people, even the bit about noticing the stain on the box before he'd removed the bike... :?

It may have been damaged by a third party (carrier)...in my view it's words against words...the real action should be taken with Paul's not on here

I am not aggresive and do my utmost to offer advice...however it's a one sided story...

+1 if anything, this issue should be taken up with Pauls Cycles directly.

It was, they failed to respond to all e-mails.

If there was a problem with the brake then they should fix/replace as necessary and refund any postage costs incurred.
They supplied a replacement brake, at no time offered replacement.

Things do get damaged in the post which is unfortunate, but losing your rag about it isn't the way to go.
I'm not losing the rag, I'm posting an accurate account of some very poor service from PC's

Your should expected to have to set up gears yourself and yes the brake isn't going to work if the caliper is busted.

Don't be ridiculous, why should I expect to set up the gears, read their page on setup.

You shouldn't have paid for any work to be done, it should have gone straight back to Pauls.

True, but I had put the bar ends on first.

Shabbs

Pudseyp wrote:

Shabbs wrote:

Pudseyp wrote:

. I put bar ends on the bike immediately upon receipt so didn't return it nor did I ever get the option to receive a replacement. Double standards my uneducated friend.

So why the hell did you put bar ends on the bike if you knew it was faulty!!!!!!!!..which in your words ws the reason for not returning it !!!!

Read slowly......

Built bike up
Put bar ends on
Noticed stain on inside of box
Rode bike
Front brake found to be faulty.
Contacted PC's

Shabbs

welshkev wrote:

Shabbs wrote:

Stain was on the inside, noticed about 1 hour after the bike was built up, e-mailed them immediately when the front brake showed signs of failure, 1 day.

ok then, fair point. email them a link to this thread. i know it's worked with other shops, see what happens?

Just have, cheers m8.

Shabbs

RichardSwt wrote:

Have a look here -

http://www.consumerdirect.gov.uk/after_ ... -disputes/

But it dose state -

However, ADR should always be your last resort. If you have a problem with goods or services, you should try to negotiate with the trader or supplier first, keeping a record of all conversations and correspondence.

and...

Whichever method of ADR you choose, it is essential that you keep accurate written records and photographs of all problems, complaints and correspondence. You must also act quickly.

You don't mention any time scale in your OP, but it could be argued that you haven't given Paul's Cycles enough of a opportunity to resolve your issues.

If you have photos ect of the box and receipts or even some kind of report from the bike shop you took it to you might have a case, maybe?

Cheers.

tilt

What did they say when you rang them?

The Northern Monkey

Shabbs wrote:

The Northern Monkey wrote:

Pudseyp wrote:

PaulBox wrote:

Pudseyp wrote:

The OP was perfectly clear to most people, even the bit about noticing the stain on the box before he'd removed the bike... :?

It may have been damaged by a third party (carrier)...in my view it's words against words...the real action should be taken with Paul's not on here

I am not aggresive and do my utmost to offer advice...however it's a one sided story...

+1 if anything, this issue should be taken up with Pauls Cycles directly.

It was, they failed to respond to all e-mails.

If there was a problem with the brake then they should fix/replace as necessary and refund any postage costs incurred.
They supplied a replacement brake, at no time offered replacement.

Things do get damaged in the post which is unfortunate, but losing your rag about it isn't the way to go.
I'm not losing the rag, I'm posting an accurate account of some very poor service from PC's

Your should expected to have to set up gears yourself and yes the brake isn't going to work if the caliper is busted.

Don't be ridiculous, why should I expect to set up the gears, read their page on setup.

You shouldn't have paid for any work to be done, it should have gone straight back to Pauls.

True, but I had put the bar ends on first.

"After setting up and checking your cycle we then re package the cycle in its original carton. Minor reassembly is required at your end with just the front wheel to install along with the handlebars and pedals by completing these easy steps you’re ready to ride!"

there is no way a shop can determine what angle/position/spacer changes a buyer will make to the bike.
They may have set them up in 1 position, but then if you assemble them into a different position tension on the cables would change.

Admittedly, the wording on Pauls is.... misleading... but i'd expect to have to do some gear tweeking even if I picked the bike up form a LBS due to me changing the riding position about!