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Post by Deleted on Jul 18, 2013 8:10:26 GMT
I have a couple of chips in the paintwork on either side of my crossbar. I don't see how I could possible have done this and suspect it was done at Decathlon in their bike clamp when I bought the bike 3 days ago. Stupid me, should have checked it over before they handed it to me but hey ho I now need to touch these small but ugly marks up. Anyone got any ideas on white to use and what might be a good colour match? I don't think it is brilliant white so will need a bit of thought..! I had to travel 60 miles to get the bike, and whilst I am gutted at these marks, I'm not up for driving it back to the shop.
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Post by zoltansocrates on Jul 18, 2013 11:54:54 GMT
i would, its a defective product, if there are scratches it means the lacquer has been comprimised and that can lead to bigger issues further down the line
its one thing decathlon dont do well, seat oyur bike on the workstand, same happened with my cluad and i stuck aq big nationalistic saltire decal over the offending area but i did moan at them for it
if its a breand new bike and you can clearly see the marks are made by the stand clamp id jump in the car with it
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Post by Deleted on Jul 18, 2013 13:56:03 GMT
Thanks zoltansocrates I phoned the store. They said its not their clamp, but a common issue with bikes in transit where the handlebars etc are folded to the sides to save space in the lorry. It happens frequently and the store in Wednesbury said I could take it back and they would touch it up with some "stuff we got from Halfords"!!!! They offered me a free water bottle aswell. They said they can't exchange because I've ridden it (about 10miles) I have tried to speak to head office - disaster, and then been told to email my complaint to amaury.wicquart@ decalthlon. net. I did this and it came back saying the email address does not exist!!! I bought this partly because Decathlon get such good rep from customers - they seem to have taken exception to me! I'm gonna kick up stink now because I've got the hump, but expect I'll be back to square one and need to buy some touch up paint myself but I'll write to every man and his dog in Decathlon to make my voice heard. I accept I could/should have spotted this, but if it is a known issue, their staff should KNOW to look for it! Need beer now. Attachment DeletedAttachment DeletedCheers
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Post by zoltansocrates on Jul 18, 2013 14:18:09 GMT
OK first things first, where your scratches are located, the handlebars wont reach there unless they are loose and off the fork steerer which would surprise me as id hjave thought the bars would be on steerer but loosened so that they can turn sideways- i dont buy anything online, i just dont believe in the practice but do realise that sometimes, due to distances from cities etc, that it is a reality they have a duty of care to deliver your goods in pristine condition, if the bars WERE loose and taped to the top tube then its up to them to ensure that enough bubblewrap or whatever is protecting the frame
id be very unhappy with touch up paint as scratches can lift the lacquer and over time, with washing and heat the lacquer will unattach itself leaving you with big bubbles of non stuck lacquer on the frame, this becomes brittle and breaks and then you have an exposed area of paint that will discolour
their explanation is a load of bollocks, im so lucky to live within 4 miles of decca and i know that but even at distance, its time to pay them a visit
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Post by Deleted on Jul 18, 2013 14:31:51 GMT
Thanks again - I appreciate your time and effort.
I'll call them in a bit to see if they have any in stock then may have to sweat it out in the car and give them some stick.
To be clear I didn't buy online. I went to the store. They had several in stock, one of which I tried and said I wanted. The assistant left it with the others in the shop whilst I browsed for half an hour to come back and collect after they prepped it. I can't be sure it was the same bike they prepped, although to be fair I still like to think I could have spotted this before paying - but I don't buy a bike every day (been over 25 years) and had a lot on my mind - helmet, spare tubes, computer, clothing etc.
What bugs me is that this is a known problem and their own staff are not on the lookout for it. Maybe I looked like a mug!!!
Their customer service gets such good rep everywhere I look so their response was extra disappointing.
I'll update later (hopefully)
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Post by Deleted on Jul 18, 2013 19:35:19 GMT
zoltansocrates - If we ever meet I'm gonna buy you a beer.
After around a dozen phone calls, emails and sending of photographic evidence I eventually got the duty manager to agree an exchange. They tried everything else first - 10% refund, paint touch up, free water bottle blah blah, but I stuck to my guns. They told some fibs too - and I caught them out (stock level bullsh*t) where they said there was no stock in the store despite the fact that I had phoned the store 2 mins earlier to be told there were 2 in stock! My main gripe was that irrespective of whether I could have spotted the damage first, they knew about this kind of problem and should not have let it out of the shop without telling me first (and I would have said no, regardless of the level of discount). I now have a shiny, mint and lonely looking white T3 in the garage, waiting for me to burn some rubber.
Thank you zoltansocrates - you might not feel you did much, but your support was what made me kick up the butt in the first place without which I'd be dabbing bits of paint onto scratched metal tomorrow. I was cursing you when I was stuck in the M6 roadworks at 32 degrees, but glad I took your advice now that I am home - thanks.
In fairness to Decathlon they gave me no stick at the store and threw in some free lights so I have some faith restored.
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Post by Deleted on Jul 28, 2013 21:21:30 GMT
I have had a response from Mr Wicquart now. He is looking into to very poor treatment I received and will hopefully restore my faith in Decathlon. Have clocked up nearly 90 miles now in 8 days which is more than I have ever done - I'm loving it and the bike is ace.
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Post by Deleted on Jul 28, 2013 22:09:55 GMT
When you're making an investment, regardless of the money, you want to be happy with your purchase and oddly enough all riders become attached to their trusty steeds (look at Whitestar1 and whitney). I think you did the right thing as they even admitted that if it wasn't in their workshop it got scratched, it would of been in transport and that's still down to them. Customer service will depend on which person you speak to, how responsive that branch is, what your approach is. I think they try to be fair but firm as I'm sure some people do take advantage of goodwill gestures by retailers. In this instance you were spot on and I'm glad they sorted it out all for you. Also don't underestimate the power of a thank you, if you felt they or someone in particular was helpful!
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Post by Whitestar1 on Jul 29, 2013 13:55:41 GMT
Thanks for the comment cyraxdotnet. I sympathise with you bigbaldgit on your ordeal with The Mecca. I can see the Faithful were not in the right Spirit in providing the customary devotion to you of the Faithful. I give thanks that the High Priest as decided to grant your request. One in your was entirely your right to do so. At the end of the day, it's your money spent so they should honour their comment to service.
I am very happy that you have had a successful resolution and I hope your Faith is on the road to recovery in The Mecca and the Faithful.
PS Wednesbury store is where I shop too and I can only say good things about them. Sorry to know you had a run of bad luck here.
And yes my T7 is named Whitney, she is the Queen of the roads. Well better be after all the money I have spent on her!!!!!
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Post by Deleted on Jul 29, 2013 14:32:04 GMT
I went to Deca Southampton on Friday and noticed on all their t3a's there was a small black mark on the right hand side of the top tube. Every single one!! In exactly the same place. It's piss poor that they can't rack the bikes with a bit more consideration. And the fact that they either haven't spotted it or just don't care! I don't know if it was on any of the other models. But obviously it'd show up more against white
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Post by Deleted on Jul 29, 2013 14:59:31 GMT
id be very unhappy with touch up paint as scratches can lift the lacquer and over time, with washing and heat the lacquer will unattach itself leaving you with big bubbles of non stuck lacquer on the frame, this becomes brittle and breaks and then you have an exposed area of paint that will discolour That's very interesting. A mechanic at Surrey Quays scratched my new T3 when I took it back in to have the gears adjusted last week. Also scuff marks on the seat post I guess caused by clamps that now show the exposed metal beneath. I didn't notice it until I got home and wasn't going to do anything about it but after what you've said here about possible problems I'm having second thoughts. What do you think? I've been very unimpressed with 2 of the mechanics at Surrey Quays, not just with their work but their attitude too.
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Post by Deleted on Jul 29, 2013 15:02:43 GMT
I don't know about the sort of staff they employ. Maybe they're just not bike people and think its ok to treat them like that? I wish I'd taken more notice of how the pre-builds were racked
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Post by Deleted on Jul 29, 2013 15:22:46 GMT
Although I have now got my pristine replacement the bike I took back was up on the workstand before I left the shop and a touch up job was already being undertaken. I suspect it ended up back on the shop floor hoping for some unsuspecting T3 hunter to snap it up that very night. I certainly wouldn't diss all Decathlon staff. I've heard good things about them and apart from this have been pleased. All of my dissatisfaction came after I had paid and left the shop and was communication by phone but I suppose they are not all trained to deal with phone complaints.
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Post by zoltansocrates on Jul 29, 2013 15:39:53 GMT
id be very unhappy with touch up paint as scratches can lift the lacquer and over time, with washing and heat the lacquer will unattach itself leaving you with big bubbles of non stuck lacquer on the frame, this becomes brittle and breaks and then you have an exposed area of paint that will discolour That's very interesting. A mechanic at Surrey Quays scratched my new T3 when I took it back in to have the gears adjusted last week. Also scuff marks on the seat post I guess caused by clamps that now show the exposed metal beneath. I didn't notice it until I got home and wasn't going to do anything about it but after what you've said here about possible problems I'm having second thoughts. What do you think? I've been very unimpressed with 2 of the mechanics at Surrey Quays, not just with their work but their attitude too. id dig my heels in fred, esp if its a new bike they scratched my claud when i took it up for a service, do it myself from now on, complained and got a shrug for my troubles
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Post by zoltansocrates on Jul 29, 2013 15:45:33 GMT
zoltansocrates - If we ever meet I'm gonna buy you a beer. After around a dozen phone calls, emails and sending of photographic evidence I eventually got the duty manager to agree an exchange. They tried everything else first - 10% refund, paint touch up, free water bottle blah blah, but I stuck to my guns. They told some fibs too - and I caught them out (stock level bullsh*t) where they said there was no stock in the store despite the fact that I had phoned the store 2 mins earlier to be told there were 2 in stock! My main gripe was that irrespective of whether I could have spotted the damage first, they knew about this kind of problem and should not have let it out of the shop without telling me first (and I would have said no, regardless of the level of discount). I now have a shiny, mint and lonely looking white T3 in the garage, waiting for me to burn some rubber. Thank you zoltansocrates - you might not feel you did much, but your support was what made me kick up the butt in the first place without which I'd be dabbing bits of paint onto scratched metal tomorrow. I was cursing you when I was stuck in the M6 roadworks at 32 degrees, but glad I took your advice now that I am home - thanks. In fairness to Decathlon they gave me no stick at the store and threw in some free lights so I have some faith restored. baldie, you owe me nothing, you are part of family triban and this is what this family do, sure we may fall out, we may have disagreements, we may even question the sanity of some but without breaking into song - we are family, all my tribanistas with me!
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