Evans Cycles
- Thread starter sparty69
- Start date
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Hello all,
I apologise in advance for the long winded post-however it is relevant to the topic, and it may be of benefit to the members of this forum. I will share my experiences and I hope it is of assistance to you.
I bought a 2011 Trek 7.5FX late 2011. Having determined my nearest Evans Cycle store was based in Guildford, I had decided it was worthwhile (and cost effective given the value of the service compared to the time and fuel requirements) to make the hourly commute from Portsmouth to have my bicycle repaired as part of their 6 week incluvie bike service offer. I informed the clerk over the telephone and in person the main issues I was experiencing with the bicycle which were as follows:
1. The chain was striking the metal guide quite badly in certain gears.
2. Very heavy braking inbalance, causing the entire bike to shudder under braking. So bad was the problem I could feel the handle bars beginning to loosen.
3. Brake pads were noisy under braking.
4. Right handle bar grip loose.
The bicycle was dropped into the store at 10am as agreed, before returning to Portsmouth for my work duties. I then made the return trip back to Guildford, collecting my bike at 4pm looking forward to these issues being resolved despite the lenghty trip involved. However, whilst undertaking a cycle the next day I was sorely dissapointed to discover that only the handle bar grip issue had been resolved. I witnessed the chain striking the guide quite severely under certain gears, noisy brake pads as before and brake inbalance so severe it was still causing my bike to shudder significantly. The handle bars were also still slightly loose.
Needless to say that the main issue is with the brake inbalance, and it is evident that the rear brake pads had not been adjusted at all with a sizeable gap between the pads and the rim, yet despite this the front brakes have been overly adjusted, so much so that it was constantly rubbing the rim. This gives the braking system a very inconsistent feel having to apply different amounts of pressure across the levers to achieve equal braking pressure across the two wheels. This makes the bike unpleasent to use and is actually quite dangerous due to the fact that the front brake engages first by a consdierable margin.
The bike was not even given a wipe down which I would at least expect with good bike servicing. Nor were the front and rear tyres re-inflated.
I subsequently made a complaint by email and they offered me a £20 gift voucher to redeem within their store; however dispite this they failed to deliver on their promise and did not send the voucher, nor did they reply to any of my subsequent emails asking about the whereabouts of the voucher.
Because these problems still persist (and in some cases made worse) I will be taking my bike to a local retailer to have these defects repaired at my own expense.
I am sorely dissapointed with both the bike service and customer service and will not use Evans Cycles again, despite the fact that, at the time was considering buying additional cycle accessories from their store.
I strongly advise any person to think twice before purchasing any new bikes from Evans Cycles as they could ultimately find themselves in a similar position; one of frustration and uneccessary expense.
-Chris.
I apologise in advance for the long winded post-however it is relevant to the topic, and it may be of benefit to the members of this forum. I will share my experiences and I hope it is of assistance to you.
I bought a 2011 Trek 7.5FX late 2011. Having determined my nearest Evans Cycle store was based in Guildford, I had decided it was worthwhile (and cost effective given the value of the service compared to the time and fuel requirements) to make the hourly commute from Portsmouth to have my bicycle repaired as part of their 6 week incluvie bike service offer. I informed the clerk over the telephone and in person the main issues I was experiencing with the bicycle which were as follows:
1. The chain was striking the metal guide quite badly in certain gears.
2. Very heavy braking inbalance, causing the entire bike to shudder under braking. So bad was the problem I could feel the handle bars beginning to loosen.
3. Brake pads were noisy under braking.
4. Right handle bar grip loose.
The bicycle was dropped into the store at 10am as agreed, before returning to Portsmouth for my work duties. I then made the return trip back to Guildford, collecting my bike at 4pm looking forward to these issues being resolved despite the lenghty trip involved. However, whilst undertaking a cycle the next day I was sorely dissapointed to discover that only the handle bar grip issue had been resolved. I witnessed the chain striking the guide quite severely under certain gears, noisy brake pads as before and brake inbalance so severe it was still causing my bike to shudder significantly. The handle bars were also still slightly loose.
Needless to say that the main issue is with the brake inbalance, and it is evident that the rear brake pads had not been adjusted at all with a sizeable gap between the pads and the rim, yet despite this the front brakes have been overly adjusted, so much so that it was constantly rubbing the rim. This gives the braking system a very inconsistent feel having to apply different amounts of pressure across the levers to achieve equal braking pressure across the two wheels. This makes the bike unpleasent to use and is actually quite dangerous due to the fact that the front brake engages first by a consdierable margin.
The bike was not even given a wipe down which I would at least expect with good bike servicing. Nor were the front and rear tyres re-inflated.
I subsequently made a complaint by email and they offered me a £20 gift voucher to redeem within their store; however dispite this they failed to deliver on their promise and did not send the voucher, nor did they reply to any of my subsequent emails asking about the whereabouts of the voucher.
Because these problems still persist (and in some cases made worse) I will be taking my bike to a local retailer to have these defects repaired at my own expense.
I am sorely dissapointed with both the bike service and customer service and will not use Evans Cycles again, despite the fact that, at the time was considering buying additional cycle accessories from their store.
I strongly advise any person to think twice before purchasing any new bikes from Evans Cycles as they could ultimately find themselves in a similar position; one of frustration and uneccessary expense.
-Chris.
Archie_tect
De Skieven Architek... aka Penfold + Horace
- Location
- Northumberland
Resent price matching- would go to the shop which sells at lowest price on principle.
fossyant
Ride It Like You Stole It!
- Location
- South Manchester
Chris.
1 That's chain rub and you need to trim the front mech to stop - it will rub at the 'ends' of the cassette if in the wrong gear. You give the lever a little push or pull to move a notch.
2. Pad toe and from what you say cable adjusting -dead easy to do, but should have been sorted.
3. Noisy pads - again toe angle on pad
4. Simple fix - should have been spotted on PDI.
These are all very minor, and should have been picked up, but also dead easy to fix - suggest you learn as bikes aren't difficult to wok on.
Never had an issue with Evans - just expensive, but staff helpful. Bought a Pinnacle Hybrid for the missus and a Trek Tag-a-long, and both were set up properly - even though I double checked everything (I always do).
Not been back for the 6 week service as I know what I'm doing. Staff were fine - only issue was they left the mechanic to sort out the interest free agreement - wasn't his strong point and took him a while.
1 That's chain rub and you need to trim the front mech to stop - it will rub at the 'ends' of the cassette if in the wrong gear. You give the lever a little push or pull to move a notch.
2. Pad toe and from what you say cable adjusting -dead easy to do, but should have been sorted.
3. Noisy pads - again toe angle on pad
4. Simple fix - should have been spotted on PDI.
These are all very minor, and should have been picked up, but also dead easy to fix - suggest you learn as bikes aren't difficult to wok on.
Never had an issue with Evans - just expensive, but staff helpful. Bought a Pinnacle Hybrid for the missus and a Trek Tag-a-long, and both were set up properly - even though I double checked everything (I always do).
Not been back for the 6 week service as I know what I'm doing. Staff were fine - only issue was they left the mechanic to sort out the interest free agreement - wasn't his strong point and took him a while.
Cubist
Still wavin'
- Location
- Ovver 'thill
Where do I start? I don't want to sound too critical or patronising but:
Not all of the faults you list are faults as such.
1. The chain was striking the metal guide quite badly in certain gears. Yes they do that. It's called cross-chaining, and you should avoid riding small cogs and small chainring, or large cogs and large chainring. No amount of fettling will allow you to run cross-chained without contact on the derailluer cage.
2. Very heavy braking inbalance, causing the entire bike to shudder under braking. So bad was the problem I could feel the handle bars beginning to loosen.
Agreed. They should have sorted this out for you. However, I am amazed if that would have managed to loosen properly torqued stem bolts.
3. Brake pads were noisy under braking. They need cleaning periodically, and setting, and are often noisy in wet cold or damp weather. The rim needs cleaning too.
4. EAsily sorted, looks like they managed that.
Why would they be expected to clean your bike for you, and more to the point they are not responsible for your tyre pressures!
All of the work you describe is simple basic maintenance. Teach yourself the basics and stop being dependent on people like Evans!
Not all of the faults you list are faults as such.
1. The chain was striking the metal guide quite badly in certain gears. Yes they do that. It's called cross-chaining, and you should avoid riding small cogs and small chainring, or large cogs and large chainring. No amount of fettling will allow you to run cross-chained without contact on the derailluer cage.
2. Very heavy braking inbalance, causing the entire bike to shudder under braking. So bad was the problem I could feel the handle bars beginning to loosen.
Agreed. They should have sorted this out for you. However, I am amazed if that would have managed to loosen properly torqued stem bolts.
3. Brake pads were noisy under braking. They need cleaning periodically, and setting, and are often noisy in wet cold or damp weather. The rim needs cleaning too.
4. EAsily sorted, looks like they managed that.
Why would they be expected to clean your bike for you, and more to the point they are not responsible for your tyre pressures!
All of the work you describe is simple basic maintenance. Teach yourself the basics and stop being dependent on people like Evans!
Moby Jones
Well-Known Member
- Location
- Inverclyde
Does anyone know if Evans at Braehead do a maintenance course????
Hello Fossyant.
I appreciate people will have different experiences and viewpoints to my own- some good, some bad understandably. I wanted to give my experiences so others may judge independantly as im sure you'll understand. Although undoubtedly I am very much a novice bike mechanic, I wasnt over reliant on the service- just decided to use it as it was inclusive with the price of the bike. I thank you for your advice none the less.
Cubist- understood on fault 1- never the less faults 2-4 should have been resolved if I am not mistaken. In respect of loosening handlebars, perhaps you are right and it is coincidental with another fault or problem. But ultimately should have been repaired as I highlighted the problem to them. My annoyance is that they didnt do what they promised and also with the fact that they neglected my emails.
-Chris.
I appreciate people will have different experiences and viewpoints to my own- some good, some bad understandably. I wanted to give my experiences so others may judge independantly as im sure you'll understand. Although undoubtedly I am very much a novice bike mechanic, I wasnt over reliant on the service- just decided to use it as it was inclusive with the price of the bike. I thank you for your advice none the less.
Cubist- understood on fault 1- never the less faults 2-4 should have been resolved if I am not mistaken. In respect of loosening handlebars, perhaps you are right and it is coincidental with another fault or problem. But ultimately should have been repaired as I highlighted the problem to them. My annoyance is that they didnt do what they promised and also with the fact that they neglected my emails.
-Chris.
By the way Cubist- Evans Cycles list their workshop service packages online:
http://www.evanscycles.com/uploads/File/WORKSHOP PDF_LOW REZ /Guildford_fixit_pricelist.pdf
Service 1 is the inclusive package I am referring to. Inflated tires and a wipe down are all part of the service and are listed in this document. I am surprised you don't consider these to be part of a basic service- it doesnt matter whether they are considered simple.
Also in respect of your final line 'Teach yourself the basics and stop being dependent on people like Evans!' This is besides the point. I paid for a new bike and this includes a stage 1 service. So why should I not use it?
http://www.evanscycles.com/uploads/File/WORKSHOP PDF_LOW REZ /Guildford_fixit_pricelist.pdf
Service 1 is the inclusive package I am referring to. Inflated tires and a wipe down are all part of the service and are listed in this document. I am surprised you don't consider these to be part of a basic service- it doesnt matter whether they are considered simple.
Also in respect of your final line 'Teach yourself the basics and stop being dependent on people like Evans!' This is besides the point. I paid for a new bike and this includes a stage 1 service. So why should I not use it?
the_mikey
Legendary Member
- Location
- South Gloucestershire
I'd use Evans more, but their Bristol store is in the worst possible location. I tend to use a selection of online stores instead.
Alexvs
Well-Known Member
- Location
- Milton Keynes
I've had all good experiences so far with both online and in store at Evans and most recently bought a new bike from the local store. You'll always get good and bad stores but luckily mine seems really good. I don't find them that expensive and love the price match which I always check for sake of checking. I prefer sticking with good service so if they sell what I'm after I tend to get it from them for convenience and have yet to find something where they weren't already cheap for or wouldn't price match. I'd recommend the local store.
NormanD
Lunatic Asylum Escapee
- Location
- Heworth the other side of life!
DCLane
Found in the Yorkshire hills ...
- Location
- Dewsbury, West Yorkshire
I've used Evans in Leeds (both of them) and Castleford. The Leeds staff in both the Evans branch and the train station have been great on every occasion. The Castleford staff have been the opposite and it seemed that I was just an annoyance to them even when I went in wanting to spend £1000 on a new bike.
It may be that different branches have different attitudes.
It may be that different branches have different attitudes.
derrick
The Glue that binds us together.
- Location
- On the edge of London
I ordered a new bike from Evans the week before christmas, was delivered in three days, got it out the box, straitened up the handle bars, fitted pedals, perfect no probs, would use again. and they were the cheapest online.
The least Evans staff should have done is to point out to the customer what is faulty and what is not faulty but wrong practice. If Chris is aware that all these are easily done I am sure it sounds illogical for him to spend time and effort to drop off the bike.
It probably a once off as I found their staff generally of high standard and ready to help. Their prices however are certainly on the high side.
It probably a once off as I found their staff generally of high standard and ready to help. Their prices however are certainly on the high side.
172traindriver
Legendary Member
Must agree with an earlier post about experiences in Brum store, particularly when it first opened, some of the staff could have been considered somewhat incompetant. Also agree with the pricing, but my little game now is to do the price match thing very throughly. I find something I want email them hopefully get the ok, then order the goods at the cheaper price and get it delivered for free at the store. As it is a 5 minute walk to the shop you feel pretty good picking the item up for much cheaper than they sell it for and also you don't have to worry about receiving the item at home when you are out at work. No more hoping the neighbours will take it in or having to go to the sorting office to recover it a few days later.
Play the game it gives you great satisfaction!!!!!
Play the game it gives you great satisfaction!!!!!