Bike posting cautionary tale

[andyh2]

Having agreed with Mark that I’d return the Cytronex I repacked the bike and Mark arranged for the carrier to pick it up. Mark had specifically asked for the bike to be repacked in the same way as it was sent to me.

When it arrived at Mark's there'd been extensive damage in transit. The batteries (I'd got a spare) had come out of their box and the covers were damaged. I had cable tied the bars in place to ensure the datalite was protected by the down tube, but I hadn't noticed that the brake switches were pressed against the forks and bending. And, worst of all, I hadn't cable tied the front wheel and the hub was scratched, the wheel buckled and the frame down tube had a gouge in it, which because it's an alu frame and the middle of the down tube is thin means the frame can't be warranted and is a write off.

Mark was, not surprisingly, not best pleased (very politely, I should add) and I was gutted. I had spent a couple of hours doing what I thought was a really good job of re-packing the bike. I've sent several bikes and frames in the past and had no problems at all. I don't doubt that there'd been some rough handling en route, but I have to accept that, whatever I thought, I hadn't done a good enough packaging job so there's no claim against the carriers as damage caused when packing is not up to standard is specifically excluded.

And of course I hadn't insured it specifically and my household policy is still of the standard 'cycles up to £500 value' and I'm not even sure if it would cover transit.

As a goodwill gesture Mark has refunded half the price of the bike. I guess he'll be able to recoup a little of that from the few useable bits. I'm very grateful for that as I’m sure Mark would have been within his rights to refuse the returned bike outright.

So really it's a 'take it on the chin' or I guess in modern parlance 'this (anagram) happens' experience I'd have discovered in 1/2 hour test ride that the bike's not for me, but my wife's in and out of hospital at the moment and heaven knows when I'll be able to make a trip from Scotland. The e-bike was meant to be a present to myself for a very rough time over the past few months (as well as being a practical fun transport solution). I suspect that the episode is in part because I'm worrying about the family stuff and not operating particularly effectively.

Cost to me for my mistake has been £730 and affording an e-bike will be a real stretch now. I'll have to do my sums very carefully and probably wait until I can get down to England for a test ride to be absolutely sure. Hopefully at some point I'll have an e-bike and be able to post ‘it's the best thing I've ever bought'.

Needless to say I'm still smarting with embarrassment and I wasn’t going to post on the open forum, but Aldby suggested that others might benefit from not making a similar mistake.

Anyway that's my sorry story.

PS Anyone in Scotland with an Agattu they’d like to show off to me?

 

[Matt]

Anyone in Scotland with an Agattu they’d like to show off to me?

I think you'll be lucky after what you did to the Trek

Just kidding. Sorry to hear that it didn't work out for you. Was the problem the lack of assistance on hills and a low speeds?

 

[andyh2]

Actually that is funny, I really hadn't thought how that might sound

Not at all Matt, the assistance level was fine for me, it was that I couldn't get comfortable on the bike. I've posted a riding impression on the Cytronex thread.

 

[Matt]

I should have probably read that post first as you've given a really good account of your experiences with it. I can see how the setup could be unsuitable for a lot of people as it doesn't appear to be the type of bike aimed at people who are after a more leisurely ride, but more an out and out commuter, which is what I like about it. You probably won't go far wrong with one of the panasonic range or a wisper. Shame it had to cost you so much to find that out.

Sorry to hear about your wife and hope your next ebike experience is much better.

 

[flecc]

I'm really sorry to hear of your misfortunes Andy and hope your luck makes a prompt return for the better.

There's been many posting from members warning of support problems when buying from remote locations, but this possibility has never been considered.

A warning for others, but sad that it's one that cost you so dear.
.

 

[keithhazel]

re-packing the bike and materials

when you get a bike you are so excited you generally cant wait to get at it, especially if you have waited a while so being careful with all the bits of packing, pads,foam blocks and the way it came to you can be very hard to remember,i have still got the box from when my Quando came and it was a folder which is half the size a full bike i imagine would be, yet i find this box a pain in the butt to keep safe in case...i dont know how much assembly too a full bike has to be done when you get it which also could alter its packing state..............especially for people who dont have a garage or live in a flat and there is no way you have the room to keep such a box size, what can they do except throw away as the last thing on your mind when you get a new bike is that you will have to send it back.....and we have all seen the delivery men unpacking loaded vans havnt we...not easy to handle everything as though its delicate especially if like the city link vans round here that usually have 80 deliveries to make....and if you do throw the box away and then need one where can you get one that size and that kind of strength ?............after 6 months im rapidly reaching the box throw away situation, ive kept it by using it as a table, storage case and table,light packing box for large quantity of clothes,temp book case.......storage for me mums stuff which i aquired when she moved.....but now im trying to get clear and scared to get rid as that will invoke "sods law"................

 

[poppy]

Repacking the bike

After what I´ve read i must consider myself lucky. In my case, i recklessly threw everything away after a week, even though I had been noticing something was wrong with the bike. Thought everything would go away with use.
When this didn´t happen -but being happy with the concept of the ebike and wanting one- instead of refunding -which I would hardly get due to the difficulty in re-packing the bike the way it came-I proposed a replacement on condition that the replaced bike would be packed in the box of the new one. The seller accepted.
They sent me their latest product with no added cost. Better quality. But it has many of the same problems.
Living in Spain you take a lot of risks ordering quality bikes. All of them come from abroad.

 

[john]

I had spent a couple of hours doing what I thought was a really good job of re-packing the bike. I've sent several bikes and frames in the past and had no problems at all. I don't doubt that there'd been some rough handling en route, but I have to accept that, whatever I thought, I hadn't done a good enough packaging job so there's no claim against the carriers as damage caused when packing is not up to standard is specifically excluded.

It doesn't sound to me that it was all down to your packing. It may still be worth trying to claim at least some of your loss from the carrier, particularly if there was any evidence from the state of the box that it had bee dropped.

 

[rsscott]

Having worked for one of the largest logistic companies and witnessed first hand how parcels are treated it is no surprise to see your bike damaged in transit.

If your item is small, well packaged in a reinforced box, then it will generally get through OK. You need to make sure the contents are secure and not prone to damage from being upside down or thrown and not likely to crumple with significant weight placed upon it. Forget 'Fragile' labels, nobody pays any attention to those.

If your item is large, heavy or oddly shaped then chances are it will have a higher risk of damage. Quite often these items are left until last when loading onto a lorry and due to lack of space are forced into a space with the nearest fit!

 

[oldosc]

Hi Andyh2
I am with others in sending my condolences...BUT also with them in thanking you for posting this....
I received Lady J's Silverado with a damaged chain guard, and bottom guard bracket...this I fixed with a big hammer, and some pop rivits.....Only later when folding it did I realise the damage was bit more extensive...The bottom bracket, on which you rest the bike when folding is also bent...Being aloy I was a bit reluctant to re bend(straighten it) the thought of returning it after reading your experience means I shall reach for the big hammer
If it breaks I'll have to mig it. But easier than fighting insurance claims.
Again thanks a lot for a warning I had not considered.

 

[oldosc]

Living in Spain you take a lot of risks
But you love it if you live in Pamploma!!!

Good things sometimes happen, as I said some time ago
If I had not cut up my bike box I would have sent it back...
and missed all the Agattu fun I am having...

 

[fishingpaul]

i think many sellers try and use excuses,to give as little back as possible for returned items,it is different when something bought arrives in less than satisfactory condition,if the item was not fit for purpose say so,often we are walked all over,because it is not british to complain.

 

[fishingpaul]

would mark be prepared to sell the returned bike for £500, iwould be interested in this bike myself.

 

[flecc]

Returns for repair etc are a pain, but I've always carried them out myself, either by car or by hiring a van.

When in 2006 a new bike had a motor failure at two weeks old, I took off a wheel and some other bits so I could squeeze the bike into my small hatchback and then drove north. It was a full day job and 320 miles round trip, but worth it since there were no complications that way.

Of course petrol was a tiny bit cheaper in those dim distant days.
.

 

[Bikerbob]

Returns for repair etc are a pain, but I've always carried them out myself, either by car or by hiring a van.

When in 2006 a new bike had a motor failure at two weeks old, I took off a wheel and some other bits so I could squeeze the bike into my small hatchback and then drove north. It was a full day job and 320 miles round trip, but worth it since there were no complications that way.

Of course petrol was a tiny bit cheaper in those dim distant days.
.

The £250 car ferry round trip would be a bit of a pain for me! I do sympathize with Andy. This is the main reason I have been reluctant to buy an expensive bike by mail order. It does seem that the carriers have failed in their duty of care and I would at least have a go at claiming from them. Photos of the damaged packaging and bike would be a good idea if it isn't too late.

 

[andyh2]

It has made me wonder if I should consider the Gazelle Easy Glider over the Agattu, as although it's 3-4kg heavier and £200 more I could get one in Edinburgh which would mean any problems would be an hour away on the train.

I think I'll add it to the test ride list.

Commiserations appreciated folks.

 

[oldosc]

Hi Andy2
Just thanks again, using my set of specialised bike tools I fixed the silverado in about five hts (I meant 5 minits)
Here is a pic of the Agattu, heavy but what a glide ride.

 

[andyh2]

Hi OLDOSC,

Nice tools!

A back to back Agattu and Easy Glider test ride would be good to do.