Help Re Wiggle
gettingold
Posts: 3
Any advice would be appreciated, 
Bought a 2011 Giant TCR 2 Composite from Wiggle in October last year, the bike is immaculate and was only ever ridden in the dry (unless caught out ) and covered less than 1000mls, on Saturday August 2012 I was on a ride when I started to get chain rub on the front mech in 3 or 4 gears, on inspection I found the frame had cracked around the BB.
I contacted Wiggle and got a reply on Tuesday 14th August from Shane who was very helpful in arranging for the bike to be returned for workshop to assess, after numerous emails I was told that the bike had gone back to Giant UK for them to inspect.
On the 13th September after more emails I was told a new frameset was now with them and that they were building it ready to ship back out and would contact me when it was ready..............
Emailed them after a week and got a reply on the 24th September saying they were awaiting for 'Overdrive2' headset system and stem as 'Giant' had forgot to send them, emailed them again and on 1st October they were still awaiting the parts, I then queried which frameset Giant had sent, as on previous email he mentioned a white/blue frame which to be fair, I wrongly assumed was a 2012 Composite 3, this is the reply I got on the 5th October
{I've checked this with the mechanic and the frame is an upgrade to a TCR advanced (I'm not sure who mentioned it being a Composite 3 but that's incorrect). Giant have offered this as a goodwill gesture despite rejecting the warranty claim (the problem was caused by bearings being incorrectly installed at some point). I've attached pictures just to confirm what is being supplied. Giant are usually very quick at getting parts over to us so my apologies the stem and headset seem to be taking so long. I will endeavour to get some confirmation as to them sending those on so we can complete the frameset for return to you.}
I was obviously pleased at the upgrade but a bit narked that what seemed like Giant insinuating I had been tampering with the BB, I did query the BB problem as I had never carried out any repairs on the bike apart from trimming the gears especially since the bike was still under 12 months old, Shane replied not to worry as this was good of them to upgrade.
He emailed me back to say the parts would be in early part of week commencing the 8th October and that they would again contact me when finished.
I did contact Giant UK just to put my mind at rest due to all the delays and the BB issue, I rang them on the 8th October and the Warranty guy there was very helpful and did confirm that they had indeed rejected the claim but couldn't explain if the BB caused the issue from new, but did confirm that they had sent a frameset and headset components weeks ago, he also went on to say the advanced frameset with the overdrive 2 was a fantastic frameset and that I would be more than impressed with its performance and handling, I was very pleased with his response but concerned at Wiggles delays.
I emailed again on the 10th, and on the 12th someone called Ham replied saying that Wiggle were supplying me with a Giant TCR Alliance as a goodwill offer and it would be sent at close of business on the 16th October.
Red mist was starting to decend :x :x , I emailed back saying not to even build this frame as was not accepting it and that I was sick of the way I was being treated and being lied too and want this resolved asap or would take things further.
On the 15th October, Shane emailed me back saying there has been some confusion while he had been away and that it was the Advanced frame he had sent images to me of that they were supplying and that as soon as it was completed he would contact me!
I have emailed twice since, Last Friday and Yesterday and still not received a reply??
Nearly eleven weeks this has gone on for, am I being impatient or do I have a genuine greviance?
James
Bought a 2011 Giant TCR 2 Composite from Wiggle in October last year, the bike is immaculate and was only ever ridden in the dry (unless caught out
) and covered less than 1000mls, on Saturday August 2012 I was on a ride when I started to get chain rub on the front mech in 3 or 4 gears, on inspection I found the frame had cracked around the BB.I contacted Wiggle and got a reply on Tuesday 14th August from Shane who was very helpful in arranging for the bike to be returned for workshop to assess, after numerous emails I was told that the bike had gone back to Giant UK for them to inspect.
On the 13th September after more emails I was told a new frameset was now with them and that they were building it ready to ship back out and would contact me when it was ready..............
Emailed them after a week and got a reply on the 24th September saying they were awaiting for 'Overdrive2' headset system and stem as 'Giant' had forgot to send them, emailed them again and on 1st October they were still awaiting the parts, I then queried which frameset Giant had sent, as on previous email he mentioned a white/blue frame which to be fair, I wrongly assumed was a 2012 Composite 3, this is the reply I got on the 5th October
{I've checked this with the mechanic and the frame is an upgrade to a TCR advanced (I'm not sure who mentioned it being a Composite 3 but that's incorrect). Giant have offered this as a goodwill gesture despite rejecting the warranty claim (the problem was caused by bearings being incorrectly installed at some point). I've attached pictures just to confirm what is being supplied. Giant are usually very quick at getting parts over to us so my apologies the stem and headset seem to be taking so long. I will endeavour to get some confirmation as to them sending those on so we can complete the frameset for return to you.}
I was obviously pleased at the upgrade but a bit narked that what seemed like Giant insinuating I had been tampering with the BB, I did query the BB problem as I had never carried out any repairs on the bike apart from trimming the gears especially since the bike was still under 12 months old, Shane replied not to worry as this was good of them to upgrade.
He emailed me back to say the parts would be in early part of week commencing the 8th October and that they would again contact me when finished.
I did contact Giant UK just to put my mind at rest due to all the delays and the BB issue, I rang them on the 8th October and the Warranty guy there was very helpful and did confirm that they had indeed rejected the claim but couldn't explain if the BB caused the issue from new, but did confirm that they had sent a frameset and headset components weeks ago, he also went on to say the advanced frameset with the overdrive 2 was a fantastic frameset and that I would be more than impressed with its performance and handling, I was very pleased with his response but concerned at Wiggles delays.
I emailed again on the 10th, and on the 12th someone called Ham replied saying that Wiggle were supplying me with a Giant TCR Alliance as a goodwill offer and it would be sent at close of business on the 16th October.
Red mist was starting to decend :x :x , I emailed back saying not to even build this frame as was not accepting it and that I was sick of the way I was being treated and being lied too and want this resolved asap or would take things further.
On the 15th October, Shane emailed me back saying there has been some confusion while he had been away and that it was the Advanced frame he had sent images to me of that they were supplying and that as soon as it was completed he would contact me!
I have emailed twice since, Last Friday and Yesterday and still not received a reply??
Nearly eleven weeks this has gone on for, am I being impatient or do I have a genuine greviance?
James
0
Comments
-
Hi, i believe what has happened to you has happened due to the business size. as you are dealing with wiggle who are a national business these communication errors can occur with any large business. this is what i would do if i was in your shoes.
ring wiggles head office and demand to speak to the manager of the company or manager of service department or returns. tell him what has happened and you want to know where your bike is.
make him find it for you as he has a lot of power in the company. by taking to a manger issues are usually resolved.
when talking to him play the story say that you haven't had it for 11 weeks and you were meant to be doing a charity cycle and you have long trust in wiggle as a company and wont use them again. he wont like this and should find the bike and send prioritise it and send it asap. you may find you self getting a wiggle voucher.0 -
Would love to ring them but they don't have a phone line unbelievably!
I0 -
I blame wiggle0
-
I blame Strava0
-
gettingold wrote:Would love to ring them but they don't have a phone line unbelievably!
I
quick google came up with these
023 9237 8552 for wiggle ltd and 023 9231 4811 for wiggle cycle shop
not sure if they work though0 -
0
-
I blame the Tories and Lib DemsSuperstition sets the whole world in flames; philosophy quenches them.
Voltaire0 -
I blame my childhood0
-
Relax, it'll all end up fine.0
-
Yeah it sounds like it's being dealt with... Warranty issues take time, unfortunately. You have an e-mail from Wiggle saying that you're getting it so thats 90% of the battle won.0
