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Cov
Joined: 03 Aug 2007
Posts: 2170
Location: London
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 Posted: Sun Jun 29, 2008 10:39 pm Post subject: London is not a city for bicycles |
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A complaint letter to JJB store where I got my bicycle from.
| Quote: | JJB Customer Services
Tel. 01942 210120
To whom it may concern
Dear Sir, dear Madam
I would like to write to you about my negative experience with the JJB Staples Corner branch in London (Tel 020 8208 2155).
After I bought a bicycle there by the end of August, I noticed that it has a gear shifting problem:
• Sometimes, while cycling, the rear gear shifts by itself, without that I operate the lever at the handle bar.
• Sometimes the rear gear does not shift, despite me operating the lever at the handle bar.
• Sometimes, when operating the lever at the handle bar (right side), the gear shifts with a delay of a few seconds. That maybe doesn't sound like a problem worth mentioning to you, but please note that in a difficult, high density traffic situation (London), a few seconds unreliability of a bicycle can be davastating. And that has happened a few times to me already.
I attended 4 (Four) times at your branch mentioned above, the people from the bicycle department were very friendly and helpful indeed.
• Diven
• Prish
• Brijen
The first time, Diven or Prish checked the bicycle and made some adjustments.
The second time, Diven or Prish did make adjustments again and tested the gear shifting inside the store, it worked fine. When he test rided it outside, he could reproduce the problem with the delay and offered me to change the rear deralieur the next time I would come back. I agreed. The reason why I had offered to come back was that I equipped my bicycle with special locks on the wheels and seat post for security reasons, but I had forgotten to bring the key (a special little tool) with me.
The third time only Brijen was present and he tested and adjusted it again inside the store with no problems, then he test rided it outside with no problems. However, two minutes after I left with my bicycle the chain came off the smallest gear and I went back. Brijen fixed it and adjusted again something. He then recommended to watch it and come back if anything was still wrong. A very friendly and polite person.
The fourth time, on Tuesday 25th of September 2007, I went back to the branch because the points mentioned above are still persistant. Brijen could not reproduce the fault again and told me, after he test rided it again, that he had spoken to his manager and could not offer me to change the rear deralieur.
I asked him why his colleague, Diven or Prish, was able to see that there was something wrong with it and offered me an exchange of the shift system ? I understood that Brijen has no authority to decide about this matter and left the store with the remark that I'm going to take this further.
Please note that I am not a trouble maker and have no fun whatsoever, riding from St John's Wood to your branch again and again, finding that I have to explain myself to several people, everytime new. The problem with my bicycle might not be reproduced at the branch because it appears only in "real life" cycling, with me, shifting up'n'down all the time. If the problem does not occur in a 30 seconds test ride, I think that doesn't proof anything. I would be more than happy to leave you my bicycle there for you to test it more throughout. Besides that, I ride bicycles since I was a little boy, and I can say when something works fine - or not. And the issues with this bike are not acceptable. I would not agree with what happened.
Besides this problem, I would like to give the following explanation for what has happened before I bought this model:
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On Wednesday 15th of August 2007, I spoke to Jas (Assistant Manager) on the phone.
I explained to him that I bought 3 (three) previous bicycles at the JJB branch in Staples Corner (because of theft),
1. Claude Buttle "Ark" for £149.00 on the 4th of September 2006
2. RBK "Blade" for £139.99 on the 16th of October 2006
3. RBK "Blade" for £126.00 in February 2007
and if I could have a little discount, because ... if you don't ask - you don't get.
The conversation with him on the phone:
Jas: Come and see me.
Me: I don't want to come all the way for nothing.
Jas: It depends on the model.
Me: I know which model I want.
Jas: Come in and we will see.
Me: Well, are 10% possible ?
Jas: Yeah, I promised you already.
Me: I'll be in soon.
When I arrived by public transport, by tube and bus (together £5.00, I still have the receipts), I met him and he started hard to push me, signing up for the JJB credit card. I told him straight away that I am NOT interested in an additional credit card or possibly changing, but he wouldn't let go and tried again and again to convince me, up to the point that I had to show him with raising my voice that I'm not interested. He then said that he cannot offer me more than 5% discount. I reminded him what he promised me a short while ago on the phone. He denied to have ever said that.
I was very disappointed about him first bothering me with this credit card again and again, and then turning around and telling into my face that he never said that, making me look stupid infront of the bicycle repair technician, who heard the whole conversation. However, then I offered him to accept 5% discount and a complimentary mud guard for the bicycle (value: £9.99). He refused. I turned around and left very angry and promised not to recommend JJB to anybody anymore. He wasted my time and my transport money for this wired game of his.
The next day I had called Rhiana, the store manager, and explained what had happened the day before. She promised to speak with Jas and the bicycle technician about this case, and to call me back on the following Saturday.
After I had not received any reply on Saturday until almost 6.00 pm I called at 5.54 pm and asked her for the outcome. She said that she spoke to Jas and he denied to have made any such promise, but at the same time she appologized for him that he was so pushing with the JJB Credit Card. Regarding the discount I should call back on Monday 20th of August, at 2.00 pm (after her break) because she had to find out about the stock of this model first. I called back on Monday at 2.00pm, 2.30pm and 3.00pm until I finally reached her and she confirmed that I could get the discount of 10%. I then confirmed to come and collect it at the same day.
When I arrived I bought the model I was after, RBK Demon, for the price of £179.99. I remeber that Diven or Prish advised me to take the Large size model, but after I had the chance to ride it for about one month, I noticed that the frame is a little too big for me. I am 174 cm tall. A week after I purchased it, I bought a new, shorter stem (£19.99) from a bicycle shop, to adjust this minor problem. But if this one should be stolen from me, I thought that I would buy the same model again from JJB, this time the medium size.
Thinking of it, makes me wonder why should the customer always be the disadvantaged one ?
1st I had been advised the wrong size of the bicycle frame but I have to accept professional people to make mistakes, ok
2nd I cannot trust the word of JJB employees. A promise made there is worth nothing (Assistant Manager).
3rd When reporting a problem with the item, I'm faced with ignorance and anger for no reason (Assistant Manager) instead of good after sales service. Do you think that's the way to make customers come back again ? Ask BBC Watchdog or Trading Standards about their experiences with companies thinking that way. Survey companies like Service 800 can tell you about the loss of profits bad service can cause.
To make a long story short, I would like you to do something about this problem of mine. I do take my time and write this e-mail to you, but think of the customers who experienced the rudeness of your Assistant Manager and don't report it and just stay away. Please consider this.
It should be possible to correct this mishappening in a reasonable way, don't you think ?
Thank you very much for your time reading this, and I do hope to hear from you soon.
With kind regards. |
After chasing like a fool I received the discount. A few weeks later I had an accident on Edgeware Road with a car, on my way to Paddington station. It wasn't my fault but the bicycle was written off.
Guess what, when I called them again they exchanged the smashed bycicle for a brand new one. Can you guess why ?
Because they were scared like hell that I would press charges that this accident happened because of the faulty gear system.
Well, I received my brand new bicycle (buy one - get one free, hehe).
Well, the giggle stucks in my throat because my latest bycicle was stolen not long time ago.
Fuck ! I locked it with a motorbike lock which did cost £75.- alone ! Not to mention the special locks on the wheels and a custom stem.
These fucking thieves don't give a fuck, do they ?
Hell, I'm not gonna buy anymore bikes as long as I live in London. That's for sure.
Just in case you think the bikes mentioned in the letter are the only ones I have lost. I have lost very expensive bicycles before these ones. Yeah, theft in London. |
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Sanne
Joined: 09 Dec 2006
Posts: 156
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| Posted: Mon Jun 30, 2008 11:44 am Post subject: |
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Unfortunately bike theft occurs everywhere. I'm from Copenhagen, one of the most bike friendly cities in the world, and a city with low crime rates, but everyone I know has had at least one bicycle stolen.
In the past 5 years I had 3 bikes stolen there - it didn't matter if they were brand new or a rusty used bike that was one-speed and over 25 years old. Even an old bike has tyres and inner-tubes that can be resold. Even the best locks won't deter thieves. |
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acantho
Joined: 22 Jun 2008
Posts: 2276
Location: Behind you - BOO!!!!
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| Posted: Wed Jul 02, 2008 10:43 am Post subject: |
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Our wonderful new mayor Borris the Blonde, although riding a bike most days and not a car friendly person is thinking about bring in a congestion charge for bikes in all of London !!!
But don't fear this is only for the idiots who ride on pavements and have little or no regard for the highway code, you know, ignoring red lights, one way streets, etc
His proposal is to bring all of these type of bike riders together in one place - hence the congestion and charge them with being complete idiots, causing congestion and being subhuman - the proposed penalty is to crush the bikes in a big car crushing machine - with the riders still attached !!!!!
I for one hope that Borris the Blonde goes through with this wonderful idea.
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