I recently purchased a set of Mavic Aksium rims from Cell fail bikes, after purchasing some with my bike from Reid Cycles. I'm sure some will argue that 'in accordance with Cell fail's return policy etc etc'.
Note:-
- I am a prolific online shopper, particularly shopping on ebay and wiggle.
- I'm really uninterested in the technicalities of the law - requesting beyond it is not through ignorance, rather by the principle that you do not keep return customers by quoting law/ policy defenses when you are supplying faulty products!
- after reading the 'support lbs' threads, I thought I would at least try and buy Australian
- I own another set of the rims purchased, and they have been amazing
- I have spent in excess of $600 at other online retailers in the time between this purchase and will be spending more in the future.
- this purchase was to see if things would go as smoothly as other online retailers. If it was, Cell Fail would have become my new online haunt.
- I have always seen sales that go wrong as an opportunity for the seller, online or not, to make good/ wow the socks off the customer so they return with additional confidence.
All I can say, is after this experience, I will be sticking to other online retailers.
The first piece of correspondence on 2 March 2013 sums it up pretty well...
To the Proper Officer
Dear Sir/Madam,
On 26 February 2013, I purchased a set of Mavic Aksium rims from Cell bikes. On arrival, the box the rims were contained in was damaged. Given the position of the damage (lower side corner), I thought little of it, as it appeared to be away from the rims. I proceeded to fit tires and mount them on the bike.
I have cycled ~60kms, commuting to work and back. I have had a look over the bike for its weekly maintenance check. I have noted that the rear rim is bent and touching the brake pad, whereas the front rim remains true.
Given they are a brand new set of rims, and there has been nothing unusual about the commuting (all on smooth main roads), I cannot understand why the rear rim is bent, as I have another set of these rims, which I have had for roughly 6-12 months, which are as true as when they were originally purchased.
I am concerned that this rim has bent within 60kms, and believe it is defective. I have spoken with S on the shop telephone line, who noted the rim may need to be returned for it to reviewed, and trued.
This is not an acceptable remedy as I do not want a defective rim that will simply go out of shape upon receiving it back.
Accordingly, can you advise on how to remedy this situation, as it very disappointing to have to return to my old rims.
Yours faithfully,
Lurkin
The response to this was
Hi Lurkin
I'm sorry to hear that. Are you able to send through some images of the bent rim and I will respond to you once I've had a chance to assess the damage?
Kind Regards
X
I respond to this query with video of the bent rim on 4/3/2013.
I receive the following response on 5/3/2013.
Hi Lurkin
It appears that the wheel just needs to be trued. Are you able to take it to a local bike store and we will reimburse you for the cost? Generally it costs approximately $30.
Kind Regards
X
On 6/3/2013 I respond:-
Hi X,
I am aware that the rim potentially could be trued.
However, my concern is why the rim is bending so quickly. 60km's is minimal use in comparison to the countless km's my other Mavic Aksium rims have endured without bending.
As detailed in my prior correspondence, I do not want a rim that will simply continually bends out of shape and requires straightening in abnormally small distances.
Consequently, I argue the rim is defective and unfit for the purpose it was sold for.
I would prefer to return the rim in exchange for a replacement.
Yours faithfully,
Lurkin.
On 7/3/2013 I receive:
Hi Anonymous,
Please send the wheel back to us at the address listed below for further inspection. You can also include a receipt for the cost of postage which will be refunded to you if the wheel is found to be faulty.
You may return the item(s) to:
Cell Bikes - Customer Service
Return Auth. No.: RA6314
Unit 8 / 67-69 Lords Rd.
Leichhardt. NSW 2040
Kind Regards,
X
Whos Annoymous?
Given there was no choice other than to send back the rim, I did so.
On 14 March 2013, I receive the following email:-
Hi Lurkin,
I have received your returned wheel and was just wondering if you could give me a brief outline of the issues with the wheel?
Regards
X
On 14/3/2013 I respond:-
Hi X,
Please refer to case Y.
We have returned the wheel has bent within 60kms of ordinary commuting, as previously advised.
Thanks
Lurkin.[/i]
On 15/3/2013 I receive:-
Hi Lurkin,
Our mechanic's have inspected your wheel. The wheel itself is not defective, but does need to be trued. Some wheel's do require trueing on a regular basis, depending where and how they are ridden.
Can you confirm which address you would like it to be returned to after it has been trued?
I will also require your bank account details so that the $28.40 postage costs can be refunded to you.
Regards
X
On 16/3/2013 I respond:-
Hi X,
I refer to my correspondence dated 2 March 2013, with regard to the matter of the return of a defective rear Mavic Aksium rim.
My prior correspondence acknowledged that the rim could be trued, in order to make it straight.
However, it also detailed that the rim bent within 60kms of use. I have compared this to commuting for 6- 12 months on another set of the same rims, which have not bent in that time and have not required truing. I have detailed that the conditions they were exposed to, being smooth main roads with no unusual circumstances.
This does not accord with your explanation that 'some wheel's do require trueing on a regular basis, depending where and how they are ridden', as in my experience with another set of the same rims, they have not required trueing after a significantly longer period of commuting, under the same conditions. I note that the rear rim in question has not remained true after two days of commuting.
Accordingly, I conclude that the rear rim is defective, causing it to bend prematurely.
The rim is not fit for the purpose it has been sold for, and truing the rim will not fix its weakness. As previously advised, this remedy is unacceptable.
I do not want a defective rim to be returned to me, for it to bend within 60 kms. The rims that came with my commuting bike are more durable and it would defeat the purpose of purchasing these rims if I was to accept its return.
Consequently, I request a replacement rim.
In addition, all future correspondence with regard to this matter to be emailed to [Lurkin's email address] . My bank account details for the refund of the freight of the rim are:-
Account Name: [account name]
BSB: [BSB]
Account Number: {Account number]
Yours faithfully,
Lurkin.
On 18/3/2013 I receive the following response:-
Hi Lurkin,
We can only declare a wheel to be defective if there is a clear manufacturing fault with the wheel. A wheel which is out of true, regardless of whether it's after 60km or 600km is not a sign of a defective wheel. The wheel was examined in our workshop and repaired within 10 minutes.
Keep in mind that comparing it to your old wheel, any number of factors could account for it being out of true, such as changes in the surface of the road, changes in the weight of the rider, etc.
Regards
X
Cell Bikes
On 18/3/2013 I respond:-
Hi X,
As previously advised, the rim is definitely defective.
It has bent within 60kms, which it should not. The rim was not exposed to any unusual circumstances and was used for commuting on smooth roads.
This is the third piece of correspondence I have sent to you illustrating this point. Being able to true the rim straight again does not change that it bent in such a short distance.
Consequently, I do not want the rim returned to me.
However, I propose the following:-
- You acknowledge there is a defect in the rim and provide a replacement rim; or,
- I return the front rim to you as well, in exchange for a full refund.
I await your reply.
Lurkin.
On 19/3/2013 I receive:-
Hi Lurkin,
The wheel has been examined by experienced mechanic's and their conclusion is that the wheel is not faulty.
Furthermore I would suggest that you read our return and exchange policy below:
http://site.this link is broken/help-centre-article?id=2" onclick="window.open(this.href);return false;
The wheel has now been trued and is fully functional, therefore a refund or replacement is not possible.
Regards
X
Cell Bikes
On 19/3/2013, i respond:-
Hi X,
Needless to say, utterly disappointing outcome.
Please send the wheel to:-
[Lurkins address]
Yours faithfully,
Lurkin.
Hi Lurkin,
I understand your disappointment but if the wheel does continue to have any issues, rest assured we will address them accordingly.
Regards
X
Cell Bikes
Then the saga with Nothankyoucouriers began.
I was unaware that they could only drop off during business hours. Unfortunately, I had given a residential address and there was no one to pick it up.
Went through their online medium to sort it out by requesting it to a work address. Email response stated no can do as it has to come from the seller and I have to agree that the parcel can be dropped off at the door without signing.
I email back advising thats not an option as it would go missing in this neighbourhood and advise of a time it can be dropped off.
It doesn't get dropped off and I am advised it can be picked up from Port Melbourne... in business hours....
Tried telephone calling Nothankyoucouriers who refused to drop it off anywhere other than the designated address. Informed them of a date where someone would be home in business hours.
Date passes, no drop off.
Ring Nothankyoucouriers. Turns out they had attempted dropping it off a number of times... I asked the guy if it was the date specified. He asked the same question back to me and started realing off the dates. Subsequently, they have sent it back to Sydney.
Either - they came on the date specified and didn't knock on the door, or they had tried to drop it off whenever they pleased.
Further, whats wrong with using a telephone?
then, to top it off the rim is sent back to me by registered Australian post
without any notification or warning by Cell fail.
I go to pick it up today and the box has been through world war 2 - its rooted.
thankfully, the rim appears straight. But for how long????
In summary:-
- Yes Cell fail 'fixed' the rim - temporarily
- Yes this means that it will fail again, and I will pay more postage sending the rotten piece of rubbish back to Cell fail.
- at $30 a pop, its quickly going to be cheaper to buy a new set from someone else
which totally defeats the purpose of dealing with Cell fail at all
-
at the rate that Cell Fail and Nothankyoucouriers waste people's time, its cheaper, less stressful and more convenient to purchase from an LBS
- No, they have NOT provided adequate explanation for it being dodgy in the first place
- No, they did not take advantage of the opportunity to upsell/ think beyond the one sale/ respect a customer's intelligence and reading their correspondence instead of steamrolling through it and stating the obvious
- No, I haven't received any confirmation of payment of the postage that was incurred sending the rim back to Cell Fail.
- No, Nothankyoucouriers are utterly useless and a total detriment to the transport industry and anyone related to it.
- No, I won't be buying anything more from Cell fail. Other online retailers are far better at customer service and problem solving when something goes wrong.