Carerra TDF Woes

[IanT]

Somehow, I seem to have agreed to take part in the Kentish Killer - on 19th February next year. Given that it's my first proper event (except for one 24 mile charity run) I have opted for the 50 miler - but still need to be smashing out the training miles between now and then.

My current steed is a Carerra TDF. About 2 months old and, until last night, a thoroughly pleasant ride. However, during last nights round of hill training, it started to make a loud clicking noise - initially on the over-run and then gradually throughout the ride - whilst pedalling as well.

I was sure that it was the back wheel so had a look over when I got in - nothing obvious. This morning, I rang my LBS and asked them if they would have a look for me. They did and diagnosed a problem with the rear free-wheel hub. The guys advice was to take it back to Halfords and get it fixed under warranty.

After speaking with him, I got straight on the phone to Halfrauds and explained my predicament (need to be using it over the weekend etc). Basically, the response was.......and I will quote this verbatim......."I'm on my own and building bikes for Christmas. Bring it in and we'll have a look on Monday. If it needs parts it'll be another 5 - 7 days"!!! Oh, lovely, so an existing customer, who's had two bikes off of you this year (MTB and road) is told, effectively, eff off, we're trying to score sales for Christmas!!!

It was obvious I was going to get nowhere, so I got back on the phone to my LBS. He sorted me a couple of lovely Botranger wheels, which are much lighter, much better made and roll beautifully. All fitted for under the ton and all done in a couple of hours. When you consider that he also adjusted the brakes and gears, it's had a short service too - I actually think that's pretty good value.

So, I am now a confirmed LBS convert. I would much rather give this guy my money than throw it at the 'Professionals' in any of the Bike Hut branches.

I am going to pursue the matter with Halfords customer service - but don't expect to get anywhere. Given that, I am now going to actively avoid Halfords and, if asked about them, give an accurate account of how customer service works there.

At least I'm back on the road and can start hitting the hill training again from tomorrow.

 

[Hip Priest]

I've taken a similar view of Halford's. The Carrera range are decent entry-level bikes, but for servicing and anything else I use my LBS. Will be buying my next bike from the LBS too.

 

[Strick]

I found that by contacting customer services, nothing happened.
So, I "liked" their facebook page, and put a comment on there. Factual, and not aggresive or arsey.
One of their team replied with her email address asking me to email her with details.
The end result was that I got a decent amount of vouchers out of them which I then spent on 3 for 2 accessories. I have to say, that the woman who finally dealt with me, handled my complaint very well. That said, I will always favour my LBS over their "professionals" too, and will certainly not buy another bike from them for them to porrly chuck it together.

 

[cyberknight]

Why did you not get the LBS the service the hub ?

Did you ask how long the LBS would take to service the hub?

Moaning about how slow a certain shop is for servicing and then buying new wheels for a lot more than the service would have cost does not sound like a fair comparison when you have not done a like for like test of the service, for all you know the LBS might have taken just as long .As it stands it sounds like you were desperate to ride and the LBS took an opportunity to get a sale .

We all have horror stories about service from a number of companies including the original vendor of the TDF , i only know my experience of service from a LBS here when i took my bike in for repair and was promised it would be ready in a couple of days ...... 2 weeks later it was sitting at the back of the shop and had not even been touched.When i needed a major repair the LBS quoted a price more expensive than Halfords so even on a like for like cost comparison neither wins.Another time i bought a BB from the LBS after taking the original in and within 2 months it burnt out , i went to Halfords and asked them and i now have a BB that was easier to fit and looks like it will last a lot longer.

I use the LBS because i support local business and its closer, 95 % of servicing i do myself but i will try to source parts from them if i can but i am under no illusions that they are faster .

 

[2PedalsTez]

Ian,
I have every sympathy for your problem (I must confess to buying from Halfords, but using my LBS for most things), but did you expect to have your bike repaired immediately? I have no doubt that the wording on the phone call didn't help, but the reality is that if that guy was on his own and already had a list of customers waiting for their bikes to be set up, he was always going to struggle to drop everything for you.

 

[2PedalsTez]

And what Cyberknight said!

 

[Peteaud]

Good luck with the training.

I will not use halfrauds for this very reason, ive got nothing against the bikes they sell and the tdf is good for the money, but once they have your cash they are not interested, and ive not used them for over 20 years and still nothing has changed it seems.

 

[Nearly there]

Surely not all halfords are like this not that I'm sticking up for them or anything,the only winner here is your local LBS gettin £100 out of you after all your Tdf will still be under warranty and should be fixed for free.

 

[david k]

i think its understandable that they are very busy at this time of year, he considered booking you in after all

my experience at my local halfords was nothing short of brilliant, but one just donw the road terrible

 

[IanT]

Ian,
I have every sympathy for your problem (I must confess to buying from Halfords, but using my LBS for most things), but did you expect to have your bike repaired immediately? I have no doubt that the wording on the phone call didn't help, but the reality is that if that guy was on his own and already had a list of customers waiting for their bikes to be set up, he was always going to struggle to drop everything for you.

I do live in the real world - but can assure you that the hostile response did not come from me.

At the end of the day, customer service is customer service. Had his response been, "We're fully booked today but bring it in and we'll see what w can do - could take a few days if we need to order parts" then I would have been fine but the response I got was far different.

Equally, I know that lots of organisations are guilty of lapses in customer service but in my experience, it's been a constant across all Bike Huts that I have visited. I have even waited patiently at the bike counter in full view of staff, who simply ignored me and continued their personal conversation. It wasn't until I actually walked across and interrupted them that they broke off and one of them reluctantly served me. Tell me that's reasonable.

Believe me, I do hear you and in my professional life I do have to deal with clients, who don't live in the real world. The difference is that even if I know I can't do the impossible, I make it clear to them that I'm trying to. And that's not unreasonable when they are paying the cheques, is it!

 

[Garz]

"I'm on my own and building bikes for Christmas. Bring it in and we'll have a look on Monday. If it needs parts it'll be another 5 - 7 days"!!! Oh, lovely, so an existing customer, who's had two bikes off of you this year (MTB and road) is told, effectively, eff off, we're trying to score sales for Christmas!!!

Take it as a positive, the guy was honest and probably has a lot on his plate. As long as your LBS charges are reasonable or great value then take it to them. What you should have done was keep the failing part from your lbs man and pursued halfords for a replacement that you could use in the future.

 

[doog]

but in my experience, it's been a constant across all Bike Huts that I have visited.

struggling here but if you already knew that why buy another bike from them?

As it stands a wheel upgrade would be the next natural thing for that bike but it does beg the question why you didnt go for an entry level Spesh or Giant from an LBS if you had the funding (you clearly did)

 

[Gbola]

I am a newbie. I fell in love with cycling again about 8 weeks ago After using my old Dunlop bike that cost £100.00 for about 3 weeks, I decided to get a new bike and I then bought Boardman hybrid Compo from Halfords and accessories costing about £700.00 with extra 1 year Halford servicing package. The first day after collecting the bike. The front gear was not gearing down and I took it back. The boy I met said the one that built the bike did not set the gear properly and I rectified it. The second day, I had a punctured tyre and I took it back to them wherein I decided to purchase a pair of Schwalbe marathon plus tyres. On leaving after about 2 mile the front wheels started making very loud squeaking noise. Very embarrassing indeed, to the extent that people at O2 arena in London were covering their ears. I took it back to Halfords on 5 different occasions and they would claim to have rectified it but for the noise to return. I then took it to my LBS who took one look at it and rolled the front wheels forward and backwards and said it was because the brake pad was holding down the wheels and said I should take it back to Halfords and explained this to them. I did this, and they tried to rectify this but left the front brake completely loose. No grip at all. However, because I work in North Wales and I wanted to use it for commuting, I took the bike to North Wales and in the process remove the front wheel in order to transport it. On re inserting the wheel it started to make the noise again. To cut the long story short, I went on internet and followed the instructions there and I have rectified the problem myself by dialling in the brake pad and achieved good brake grip. The experience left so traumatised that for the bike first servicing I took to an LBS in Rhyl (North Wales) forfeiting the extra money I paid for guaranteed servicing from Halfords, not minding the fact that the bike is still under manufacturer warranty. I have sworn never to use Halfords again. The boys at the bike hut just do not know their jobs. In fact I think I am better than most of the boys.

 

[cyberknight]

As far as servicing goes you can get good and bad mechanics at any bike hut or LBS , it all depends on who you get .

My local bikehut employs some decent staff , luckily for me maybe and i know the guy is a keen MTBER and i have had some good chats with him.

The boardman bikes are not generally set up by the inexperienced staff , heck my boardman has not even needed anything doing to it bar a half turn on the rear mech to counteract cable stretch .

In no way do i support bike hut or its employees and i hope the OP gets his bike sorted out and can use the original wheels as a back up set and enjoys many miles of happiness but to bash them for making you not have a bike for a few days when pretty much any LBS would be in the same predicament this time of year seems a tad unfair.
If you rang up a garage with a problem with your car do you expect it to be serviced there and then or do you book in advance?..... OK its a bit out of my territory as the wife always sorts that out as i only drive the car for long trips or getting the shopping but SWMBO always has to book in advance and get a relative to help her out .

I hope the new wheels do you proud !!!

 

[Globalti]

I was seriously considering buying a Boardman CX from Halfrauds but then I read about some BB problems with Boardmans and the ugly spectre of Halfrauds customer service raised its head and I changed my mind.