Poor service at Evans

[mick skinner]

I got an ebike at the beginning of this year but the motor unit broke down, so I took it back to the shop on the 22nd of June and they've not repaired it yet. They say it's because it needs a new motor unit and the supplier doesn't stock motor units by thenselves.

By now I think they should be offering to replace the whole bike.

Has anyone else had problems like this with Evans and/or an ebike?

[Brucey]

in the middle of an 'Evans issue' right now. Almost on principle I don't usually shop there but they had something (they claimed) that I couldn't get elsewhere, so I went to the local branch, paid for it, and it didn't turn up. They are saying that it is OK for their stock computer to show a product in stock, for me to pay for it, and then it not turn up. They have offered a refund, but I think they could (and should) do better than that. We shall see.

cheers

[gaz]

Your consumer rights are set out in the Consumer Rights Act 2015, summarised here.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

. the cost of the repair or replacement is disproportionate to the value of the goods or digital content
. a repair or replacement is impossible
. a repair or replacement would cause you significant inconvenience
. the repair would take an unreasonably long amount of time.

My armchair opinion is that the last two on that list could apply to your current situation.

[thirdcrank]

I got an ebike at the beginning of this year but the motor unit broke down, so I took it back to the shop on the 22nd of June and they've not repaired it yet. They say it's because it needs a new motor unit and the supplier doesn't stock motor units by thenselves.

By now I think they should be offering to replace the whole bike.

Has anyone else had problems like this with Evans and/or an ebike?

Have they said what they intend to do? (As opposed to what they've been unable to do.)

[hemo]

If it's a Bosch drive and the unit developed a fault the drive unit has to be sent back to Germany only then do Bosch send out a warranty exchange unit, it could take up to 6- 8 weeks.

[Brucey]

If it's a Bosch drive and the unit developed a fault the drive unit has to be sent back to Germany only then do Bosch send out a warranty exchange unit, it could take up to 6- 8 weeks.

I think that one would expect a large retailer like Evans to be able make good from their own stock rather than leave a customer waiting like that.

cheers

[Xilter]

Gah. Last time I went to Evans is the last time. I wanted to buy a bike. Unfortunately that had sold it only days prior and the stock had not been replenished. So they told me if I paid them a £50 refundable deposit they would rush the stock reorder. I thought it odd that I had to pay them to get something in of which they were supposed to hold in stock. But whatever. Wasn’t worth the argument. Got a text a couple days later saying it had arrived but needed to be built. I’d receive another text when they were ready for me to come in. A few days passed and nothing so I took it upon myself to just go in. Yup there it was in with all the other displays. So I asked the guy to unlock it so I could take it for a spin. He said he would get someone. At this point I counted one other person in the shop and 8 staff.... ok thank you. 20 minutes passed and I went up to the guy who was trying to sell me a different bike the first time I was there. Now there were 3 customers myself included. He said he would get someone to unlock it. 20minutes passed and now I was the ONLY customer in the shop. I went to the till and asked them to unlock it. They said they would get someone... another 20 minutes passed. I had been there for an hour and it didn’t seem they wanted me to buy a bike off them.. so I didn’t. I went to the till. Asked for my deposit back and I left without a bike.. a month later I am still riding my awful charity shop job as I was pretty set on that bike but out of principle refuse to buy anything from Evans and so am researching other options

[pete75]

If it's a Bosch drive and the unit developed a fault the drive unit has to be sent back to Germany only then do Bosch send out a warranty exchange unit, it could take up to 6- 8 weeks.

I think that one would expect a large retailer like Evans to be able make good from their own stock rather than leave a customer waiting like that.

cheers

Quite right.

The poor service the OP is getting is the sort of thing usual with an independent LBS with limited capitalisation - a large company like Evans should do better.

[rmurphy195]

Shouldn't this be in the"cycling goods and services "section of the forum?

[gaz]

Whilst it can be read as a "review" of Evans service it was posted as a request for advice on how to move the situation forward.

Seems to me like the right board for the latter.

[landsurfer]

I bought a Jamis Touring from them in early June. Stripped off the racks and mudguards, converted the triple chainset to single ring .. and rode LEJOG on it.
The bottom bracket developed a clunk .. intermittently .. but never an issue i couldn't sort out myself ...
However .. i had a warranty and a free 6 week service so i asked them to sort it out ...
The bike was delivered .. the bike was collected ... with a service receipt ....
Just as it went in !

Nothing lubed, nothing adjusted .... nothing done ...

Pointless ...

Don't waste your time ......

[jonc.uk]

If it's a Bosch drive and the unit developed a fault the drive unit has to be sent back to Germany only then do Bosch send out a warranty exchange unit, it could take up to 6- 8 weeks.

I think that one would expect a large retailer like Evans to be able make good from their own stock rather than leave a customer waiting like that.

cheers

Agree.

I'm a trendy consumer. Just look at my ONEPLUS A6003 using hovercraft full of eels.

[Xilter]

I bought a Jamis Touring from them in early June. Stripped off the racks and mudguards, converted the triple chainset to single ring .. and rode LEJOG on it.
The bottom bracket developed a clunk .. intermittently .. but never an issue i couldn't sort out myself ...
However .. i had a warranty and a free 6 week service so i asked them to sort it out ...
The bike was delivered .. the bike was collected ... with a service receipt ....
Just as it went in !

Nothing lubed, nothing adjusted .... nothing done ...

Pointless ...

Don't waste your time ......

And here when I was considering buying a Boardman every one said fine buy a Halfords bike but don’t let the monkeys touch it after. Take it to a proper bike shop like Evans to service it..

Yea right.

[landsurfer]

Buy a Boardman, learn to service it yourself , take advice from your LBS ... but most importantly service it yourself ..... its not a Formula 1 car or a Tornado GR4 ... it's a bicycle .... (watch the RN advert ) .... you can do it .. there is masses of advice available .. on here from Bruce ... books, youtube etc.
I'll call round and give you a 1 to 1 teaching session if you feel you need it ...
Cycle maintenance is being "mystified" by the industry to add value to their sales ...
I have seen 3 page articles in some mags on fixing a puncture .. really

DIY !!!

[flat tyre]

I've had a couple of problems with items purchased from Evans. In each case they have told me that they have to return the item to the supplier to determine if it is a warranty claim rather than refund the money to me straight away or replace the item out of stock. I didn't view this as a very satisfactory response. So my experience is similar to the OP's, though in my case the items were of lower value, but clearly defective (cycling shorts and a Lezyne GPS tracker).