Disappointed in Scott

I have had my Scott esub sport for around 18 months absolutely reliable trouble-free riding, however a couple of months ago I lowered my garage door onto the rear mudguard and "mangled" it up ( I know what i am ) I wanted to buy a replacement set so I have contacted scott via their website on more than one occasion and they haven't even had the courtesy to bother to reply !! I have contacted the shop where I purchased the bike and he has tried to purchase a replacement set, even contacting the supplier of the mudguards (curana) all to no avail, Scott do not supply replacements ???

I ended up buying a "similar" set from another supplier, which are functional but not the make fitted originally to the bike, this may seem pedantic but I spent a lot of money and wanted it to look as good as new.

Guys just bear this in mind when deciding to spend a lot of hard earned cash on a bike, I do not think this service is good enough and will most certainly vote with my feet, when I replace it in the next Year or two

I had some issues with scott a few years ago and having aired my grievances on here someone gave me an email address to contact with my complaint.

This ended with scotts top man in the UK contacting me with an apology and a resolution but unfortunately I no longer have that email.

I would say you should stick at it with your complaint until someone takes notice.

Yes one of the reasons I posted was to try and get them to react, the other was to warn others how poor they are. my Father-in -law has a Giant ebike, my wife has two non-electric Giant bikes, and when required, their customer service has been exceptional scott could learn a lesson

Yes one of the reasons I posted was to try and get them to react, the other was to warn others how poor they are. my Father-in -law has a Giant ebike, my wife has two non-electric Giant bikes, and when required, their customer service has been exceptional scott could learn a lesson

Since that first episode I have had no problems contacting scott about warranty issues. Three times i have emaild and each time they responded quickly and to the point. I did this on my own but it does help to get your dealer involved.

Same issue my dealer onbike contacted Scott who refused to support spares I just hope the awful publicity will have some affect

Don't know if it's the same across all manufacturers but it looks like they play the blame game.

My twinloc stopped working but instead of sending it back to Scott they sent the fork away to Fox who fixed it and sent it back. No issues at all.. I think it's the same with brakes and gears ...

Not very encoraging given that you did the 'right' thing, buying a reputable make of bike from a reputable dealer.

 

No doubt woosh will be along in a minute to tell us how easy it is to get spare mudguards for his bikes.

Not very encoraging given that you did the 'right' thing, buying a reputable make of bike from a reputable dealer.

 

No doubt woosh will be along in a minute to tell us how easy it is to get spare mudguards for his bikes.

No point in having a trumpet and not blowing it....

No point in having a trumpet and not blowing it....

 

In the right place.

 

Responding to every thread by saying 'buy a woosh' becomes counter-productive.

 

At one time on here, trade members were obliged to keep their replies relevant.

I had noticed that some replies start off by appearing to be supportive but soon turn into a blatant sales pitch. I find it off-putting to say the least..

Yes I thought it was the best thing to do a quality product from a reputable company via a brilliant shop what could go wrong ?

Once bitten

I have used this email a few times and have always got a response

info@scott-sports.uk.com

Regarding Woosh

 

To chip in or not to chip in ?

My opinion is it's good for them to participate, if I like what they put or not

Options is good

If I don't want go along with it just ignore

 

My thoughts but you could just ignore me as well LOL

 

cheers

Andy

Question for the OP!

What brand will your next bike be?

Mine will be another Scott, probably with the brose motor!

Thanks gubbins I will try that email on Monday what will I have next ? I do like the Scott brand so it's not an easy question to answer, however the giant bike would also be in the frame, brose? I do like my Bosch I will have to test ride them both decisions decisions

No doubt woosh will be along in a minute to tell us how easy it is to get spare mudguards for his bikes.

yes, I usually keep them in stock. Mudguards, rack, lights, bells, propstands, brake pads, brake levers, cables etc. things that may break.

Brilliant well done woosh.

yes, I usually keep them in stock. Mudguards, rack, lights, bells, propstands, brake pads, brake levers, cables etc. things that may break.

 

I'll set 'em up, you knock 'em down.

On a serious note if woosh can do that on their price point,then Scott,could and should do likewise

My Wife Brought a Scott as she has always had Scott mountain bikes, but the last one was very poorly made, with corrosion forming on Handle bars, as they were painted steel, spokes wear corroding, and nearly every nut and bolt had signs of corrosion on, bike had never been in the rain, and it was stored in same dry garage, as 5 other bike (the oldest 16 years old), they had not been effected by corrosion.

After a few emails back and forth with Scott, they didn't assist in any way, so again we will vote with our feet, and never buy another Scott bike.

I used to work in the Motortrade and the general rule of thumb was, it cost £50 in advertising to get one new customer. So if it costs you £50 to retain a existing customer that was money well spent.

I really like the Scott esub the bike is brilliant to ride, my problem is the customer service which is non existent to date, I hope that they read this and sort it out,if not it's there loss, as this will definitely influence my decision making process next time

Hi Greyfox,

We can only apologise on Scott's behalf for what hasn't been a great experience for you. Although it's understandably difficult for them to hold stock of every part for every bike, it would have been more acceptable to hold one generic type mudguard for the range of Sub Sports to cover this eventuality.

Contacting Curana direct was perhaps even less negative, as we made very little progress with them..perhaps Scott are struggling with Curana also?

So apologies once again, and if there's anything further we can assist you with please let me know.

Hi Greyfox,

We can only apologise on Scott's behalf for what hasn't been a great experience for you. Although it's understandably difficult for them to hold stock of every part for every bike, it would have been more acceptable to hold one generic type mudguard for the range of Sub Sports to cover this eventuality.

Contacting Curana direct was perhaps even less negative, as we made very little progress with them..perhaps Scott are struggling with Curana also?

So apologies once again, and if there's anything further we can assist you with please let me know.

Sorry but I have to disagree.. If you as a manufacturer sell something that can easily br accidentally damaged you have to stock replacement parts! What would happen had the guards failed through a manufacturing fault? Would they replace the whole bike? No, probably tell you it not a warrantied item!

As a through and through Scott customer (third bike all costing over 3K) I am seriously considering my loyalties!

Getting spares for one of these type bikes will never be easy because there's too many people in the chain. If you look at something like a Wisper, they carry certain parts as spares, kept in a warehouse ready to ship out at a moment's notice. near to those spares are boxes full of new bikes waiting for distribution. If anybody calls for an unusual spare part, they can always take one of one of the unsold bikes and get the Chinese to stick a replacement part in the next delivery to make that bike good again.

 

With Scott bikes and similar, virtually every bike that comes into the country already has a dealer's name on it, so spares have to come all the way up the supply chain. There's so many different bikes in the catalogue and they're changing all the time, so it wouldn't be economical to stock all parts as spares. Compare that with say Oxygen, who only have three bikes in their range, and two of those are virtually the same.

 

Years ago, I ordered some steering head bearings for a Honda motorbike from a local bike shop. They ordered them from PFK Ling, the Honda motorbikes parts distributor. When they came, I could see serious wear in them. The shop washed his hands of the matter and refused to help, so I took it up with Lings. During the conversation, they told me that they got most of their spares by dismantling complete new bikes because that was the cheapest way they could get them. They couldn't explain how used parts got into their stock, but they sent me some new replacements anyway. Giving them the benefit of the doubt, maybe an employee was refurbishing bikes at their expense, by swapping his worn out parts for the new parts in the stock.

Hopefully the fixing points will allow third party offerings to fit. Shopping around may find something as good or even better.