Rubbish Service from Focus

jagx400
jagx400 Posts: 132
edited August 2016 in Road general
In January of 2015 I made the mistake of buying a Focus bike. A Cayo 7. After about a months use there was a clicking from the bottom bracket area, the local bike shop, Nuneaton Cyclery, had a look and if I remember tweaked the BB, I never used the bike again till the summer. Again the BB started clicking, this was changed, After a few weeks it started again and was sent back to Germany who supposedly fixed it. Summer was missed and when I got the bike back I stored it till this years good weather.
Guess what, BB still clicking. Back the bike went to Germany, who now say it is a faulty wheel. They have sent the wheel to Italy for investigation. Why not just replace the wheel as it is not an expensive one, and get the bike back to me. They have now had the bike nearly 8 WEEKS.
I like the bike , but will never touch Focus bikes again as their service is rubbish, they just dont give a shit about the customer.
Nuneaton cyclery have been excellent, I do not blame the shop in any way.
If anyone from Focus UK reads this, I will be getting in touch with trading standards next week if this is not resolved. I will also be posting this on as many forums I can find in order to save anyone else the same shoddy service from you that I have had.

Comments

  • webboo
    webboo Posts: 6,087
    jagx400 wrote:
    In January of 2015 I made the mistake of buying a Focus bike. A Cayo 7. After about a months use there was a clicking from the bottom bracket area, the local bike shop, Nuneaton Cyclery, had a look and if I remember tweaked the BB, I never used the bike again till the summer. Again the BB started clicking, this was changed, After a few weeks it started again and was sent back to Germany who supposedly fixed it. Summer was missed and when I got the bike back I stored it till this years good weather.
    Guess what, BB still clicking. Back the bike went to Germany, who now say it is a faulty wheel. They have sent the wheel to Italy for investigation. Why not just replace the wheel as it is not an expensive one, and get the bike back to me. They have now had the bike nearly 8 WEEKS.
    I like the bike , but will never touch Focus bikes again as their service is rubbish, they just dont give a shoot about the customer.
    Nuneaton cyclery have been excellent, I do not blame the shop in any way.
    If anyone from Focus UK reads this, I will be getting in touch with trading standards next week if this is not resolved. I will also be posting this on as many forums I can find in order to save anyone else the same shoddy service from you that I have had.
    If you bought it from the above shop, then the issue is with them to sort it out. I'm sure trading standards will direct you to deal with the shop.
  • jagx400
    jagx400 Posts: 132
    The shop has done all it can, Focus just wont respond.
  • kingstongraham
    kingstongraham Posts: 28,170
    jagx400 wrote:
    The shop has done all it can, Focus just wont respond.

    That should be their problem, not yours.

    Also, you say that they fixed a bottom bracket when the wheel was causing the problem.
  • webboo
    webboo Posts: 6,087
    Liability lies with shop, if the bike or its parts are not fit for purpose. They should replace the wheel then take it up with Focus.
  • vrsmatt
    vrsmatt Posts: 160
    I think there is some confusion over who is responsible here

    To the OP - You bought the bike from the shop I assume? If so your contract is with the shop not Focus, the onus is on the shop to provide the service, spare parts/new bike/new wheel etc not Focus. Focus merely supply the shop through their distribution channels.

    Its unacceptable that you haven't had the bike for 8 weeks and that the shop aren't sorting the issue. My LBS wouldn't leave me this way at all, if the bike had to go away they would lend me one also
    Giant TCR Composite 1, Giant Defy Advanced 2, Boardman Comp, Santa Cruz Heckler, Raleigh M-Trax Ti, Strida LT, Giant Halfway
  • sloppyschleckonds
    sloppyschleckonds Posts: 8,019
    Focus are a good reputable company.

    As others have said, your contract is with the shop who supplied it.
    I'm sorry you don't believe in miracles
  • Anonymous
    Anonymous Posts: 79,667
    I would buy another Focus, but will probably never buy a Jag!
  • jscl
    jscl Posts: 1,015
    SloppySchleckonds wrote:
    Focus are a good reputable company.

    As others have said, your contract is with the shop who supplied it.

    Focus are great.

    Their biggest issue is that they don't hold UK stock and the shops do actually have to deal direct with Focus in Germany. I do think there's some big differences between standard of warranty service provided by different manufacturers, but it would definitely be helpful to buy from someone who actually has UK distribution.
    Follow me on Twitter - http://twitter.com/scalesjason - All posts are strictly my personal view.
  • Jez mon
    Jez mon Posts: 3,809
    I'd be concerned that the shop was unable to diagnose the issue and/or fix it. Sending it all the way back to Germany to fix seems a bit of a cop out...
    You live and learn. At any rate, you live
  • darkhairedlord
    darkhairedlord Posts: 7,180
    Carbonator wrote:
    I would buy another Focus, but will probably never buy a Jag!

    I parked at waters meet near lynton last week and a brand new Focus suddenly rolled out of its parking space into the middle of the A39, a few more feet and it could of gone over the edge of the road and into the ravine. Still better than Jag.
  • keef66
    keef66 Posts: 13,123
    darkhairedlord wrote:
    Carbonator wrote:
    I would buy another Focus, but will probably never buy a Jag!

    I parked at waters meet near lynton last week and a brand new Focus suddenly rolled out of its parking space into the middle of the A39, a few more feet and it could have gone over the edge of the road and into the ravine. Still better than Jag.

    I've seen that a few times, invariably on cars with rear disc brakes. As they cool the discs contract and the handbrake becomes less effective. About 45 mins after being parked my A3 rolled off down the hill and demolished a neighbour's wall. Handbrake still on according to my wife (I was out on my bike!)

    Always leave it in gear now.
  • darkhairedlord
    darkhairedlord Posts: 7,180
    keef66 wrote:
    darkhairedlord wrote:
    Carbonator wrote:
    I would buy another Focus, but will probably never buy a Jag!

    I parked at waters meet near lynton last week and a brand new Focus suddenly rolled out of its parking space into the middle of the A39, a few more feet and it could have gone over the edge of the road and into the ravine. Still better than Jag.

    I've seen that a few times, invariably on cars with rear disc brakes. As they cool the discs contract and the handbrake becomes less effective. About 45 mins after being parked my A3 rolled off down the hill and demolished a neighbour's wall. Handbrake still on according to my wife (I was out on my bike!)

    Always leave it in gear now.

    the focus rolled out then the electric handbrake cut in and re-applied the brakes. Scared the wife and daughter as they were walking across in front of it, looked around and no-one in the drivers seat.
  • phreak
    phreak Posts: 2,953
    I've had a Focus for the best part of 7 years and it's been a superb bike. Can't fault it at all.

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