tell me I'm not crazy

[e-rider]

Hi, I have a problem with a new handlebar stem, and the retailer doesn't get it, even though I've explained it numerous times and even sent a diagram! In the end I returned the stem to them so they could see it with their own eyes but today they have rejected my warranty claim and stated the spec sheet for the stem, which clearly has nothing to do with the problem. I will explain my problem here, please someone understand what I'm saying!

So, a brand new stem fitted (average price £35) and the problem is - it doesn't hold the handlebars straight. The handlebars should be perpendicular to the stem, so with the stem facing forwards, and the front wheel facing forwards, the bars at right angles to this. However, the stem clamp area has been manufactured poorly so it holds the bars off an an angle. If the stem is forwards and the front wheel is forwards, the bars are not at right angles. If I align the bars at right angles to the front wheel, the stem isn't facing directly forwards then. The bars are not bent, the frame and forks are not bent. The stem is the problem.

Hopefully you understand what I'm trying to say? The shop just doesn't get this.

 

[wafter]

I can certainly understand the explanation; however in the retailer's defense (their inability to understand the problem as explained notwithstanding) they're unlikely to be able to tell this from simply holding the affected item in their hands.

Do you have photos to support this? Might be worth contacting the manufacturer directly, asking if they've had similar problems and stating that the retailer in question won't make it good.

Unfortunately, end of the day if all involved are denying there's an issue you're going to struggle to get a positive outcome.

If the retailer are refusing to honour a warranty claim, what are they proposing - send it back again at your cost..? If so you could re-fit some bars and go to town with photos using set squares, measurements etc.

Pretty depressing when you can't trust people to get even basic stuff like this right... I feel your frustration

 

[Regular.Cyclist]

Have you purchased the stem online? If so look into the distance selling regulations as you may be able to simply reject it and return it as opposed to looking at it as a warranty issue.

 

[ianrauk]

If not happy, and I do understand your problem, then return for a refund or exchange.

 

[Paulus]

Hi, I have a problem with a new handlebar stem, and the retailer doesn't get it, even though I've explained it numerous times and even sent a diagram! In the end I returned the stem to them so they could see it with their own eyes but today they have rejected my warranty claim and stated the spec sheet for the stem, which clearly has nothing to do with the problem. I will explain my problem here, please someone understand what I'm saying!

So, a brand new stem fitted (average price £35) and the problem is - it doesn't hold the handlebars straight. The handlebars should be perpendicular to the stem, so with the stem facing forwards, and the front wheel facing forwards, the bars at right angles to this. However, the stem clamp area has been manufactured poorly so it holds the bars off an an angle. If the stem is forwards and the front wheel is forwards, the bars are not at right angles. If I align the bars at right angles to the front wheel, the stem isn't facing directly forwards then. The bars are not bent, the frame and forks are not bent. The stem is the problem.

Hopefully you understand what I'm trying to say? The shop just doesn't get this.

I, like the others fully understand the problem.
Any chance of a few photographs?
Can you not take the bike to the retailer and show them the problem first hand?

 

[Drago]

I understand it.

 

[e-rider]

Thanks all. So a couple of issues. I didn't keep the box so by the time I had fitted it and realised the problem the box had gone with the rubbish. The retailer pointed this out, although I think it should make no difference as the item cannot be resold to someone else. As for photos, the shop also asked, but I had already removed the stem and fitted another before reporting the problem and I didn't want to put the faulty stem back on so sent them a diagram instead. My only hope is to contact the UK supplier for the brand, otherwise it looks like I'm losing my cash on this one. Since wiggle closed I had used this seller a number of times and this is the first problem. I will not be using them again and I'm lucky it wasn't a more expensive item.

 

[e-rider]

I will share the stem brand and online seller once they have had a good chance to fix this.

 

[mickle]

The loss of the packaging is totally irrelevant to your claim. You purchased the stem. Not the box it came in.

The retailer is being an arse. Its no loss to them to replace it because they'll simply claim it from the wholesaler. It's easier to fob you off than fanny about with returns. Don't give up. Threaten to escalate it to trading standards.

 

[Ajax Bay]

So you have a stem which is wonky, a bit (and enough to make it not fit for purpose).
"a brand new stem fitted (average price £35)". What do you mean "average price"? How much did you pay? Bonus question: how long ago?
You've contacted the seller saying it's wonky and sent them the stem.
This is an extremely unusual manufacturing failure so I'm not surprised they doubt your assessment.
They say it's OK
What do you want them to do, exactly? Send you a new one? Refund you what you paid?
Good luck.

 

[derrick]

Where is the photo?

 

[e-rider]

So you have a stem which is wonky, a bit (and enough to make it not fit for purpose).
"a brand new stem fitted (average price £35)". What do you mean "average price"? How much did you pay? Bonus question: how long ago?
You've contacted the seller saying it's wonky and sent them the stem.
This is an extremely unusual manufacturing failure so I'm not surprised they doubt your assessment.
They say it's OK
What do you want them to do, exactly? Send you a new one? Refund you what you paid?
Good luck.

The price was £35. The 'average' was implying it was not a high end part, nor a cheapo thing either. I bought it about 2-3 weeks ago. I agree it is a bit unusual and not something I've seen before with half decent stems but I've seen it on BSOs quite a bit. I sent it to them for either a refund or exchange but it looks like they are sending it back to me!

 

[craigwend]

Have a look on your local councils website for their Trading Standards department, ours has been 'outsorced' to Citizens Advice Bureau national, who when I had a problem (which I was being fobbed off by a major national kitchen company) there advice and their range of letters / emails to use got it sorted very quickly, with an apology from head office.
As good and reaffirming as the advice might be here, knowing your legal position and how to challenge should get a result.

 

[Pat "5mph"]

@e-rider I understood right away.
It's a defective item, you should be entitled to a replacement or a refund.
If it's coming back to you, refit it, take pictures.
If they still have it, maybe ask the seller to fit this stem to one of their bikes in order top fully understand the problem.

 

[Ming the Merciless]

Can you share the photo of the problem?