First Ebike Purchase review: ex demo KTM

[Staffordshirehills]

Colin, I'm sorry but I think you missed the point a little. In essence, as I've said "However, I like the bike and hopefully have a good machine for my money." The underlying issue is the experience I had - as you've said, you were stressed when you 'phoned me back but that is your problem not mine and is no excuse for rudeness. Secondly, you assured me your mechanic had checked it over and clearly this wasn't the case. I don't mind the scratched cranks - it is a demo, but why not a call to say "sorry, the only ones we have are off an ex-demo, a bit scratched but we want to get them to you ASAP" again, let your customer know what to expect. It just seems that you don't understand what you are doing wrong - even now your apologies don't seem that genuine and you seem to think that saying "have your money back" is enough. In a competitive market, it is the customer experience that will make the difference to a business being successful. As for the appropriate channel, I did 'phone but as you say, you were too busy...I think my comments are accurate and balanced and hopefully helpful to others.
I also had a great day out on the bike yesterday and loved the look on the faces of the 2 "all the gear MTBers" as I flew past them up a steep hill - now that was priceless.

 

[martin@onbike]

@trex's post
Bosch uses ISIS system which is 10 spline-Octalink is needed which is 8 spline.

 

[Deleted member 4366]

A normal one works perfectly as long as you pop a washer snugly into the hole with a dab of grease to hold it in place, before fitting the puller.
Obviously the correct puller is better.

I've done it like that because I don't have the right extractor, but you need thick (or hardened) washers of exactly the right non-standard O/D. Normal washers just bend. It's not a job for amateurs.

 

[EddiePJ]

Here is my experience of both using and purchasing demo/ex demo/display/photo KTM shoot bikes.

I was advised from the outset that the bikes did not come with pedals. I personally didn't see this as an issue as I ride clipless anyway, and prefer to use my own XTR pedals. The 1964 came with pedals that have remained in their packet.

In the case of purchasing, the bikes were accurately described and I fully expected that the bike would show signs of wear and tear, especially after receiving a vast purchase discount.

To those commenting about the paint finish on the crank arms, It's a well known fact that the paint finish on Shimano crank arms can be worn off within minutes. On the BH with the New Deore XT, the paint was worn off after the very first and very short ride. The supplying dealer was shocked after I returned from my test ride, and offered to sort it out. I'll admit that I was disappointed, but just figured that life was too short, and that they were only going to get scratched, scraped and damaged on rocks anyway, so no big deal. If I can find it, I shall post up a magazine article from Mountain bike UK, which picks this paint wear point out. They experienced the same after their first ride use.

I bet that it is the left hank crank arm that is stripped, and will reserve any further comment about this.

 

[Artstu]

I've just used a normal washer, it bent a little, but I've found the cranks a lot easier to remove than square taper ones. I'll get the correct tool one day.

 

[Jimod]

quick point... this bike had over 35% discount applied and a small mileage on the clock. This is because the bike had been to a number of shows and transported around, by one of our reps. Hence low mileage, but cosmetic markings.

The full warranty is included as the owner is the "first owner" so no problems with that.

If the customer has a problem, we'll collect and provide a full refund.

Regards
Tom

The amount of discount is irrelevant, that was the price you asked for the bike. I also doubt if the OP cares about a few extra miles, that was just something that irked her after the way she was treated. The real problem was the ham fisted muppet who ruined the bike before you sent it out. You sent out a bike that was totally unusable. Saying you offered a refund before she bought it misses the point.

The next problem was you yourself. You were too busy to help a customer who had just received a useless bike from you. She should have been your top priority, not some show where you hoped to attract new customers.

Look at the publicity you're now getting, when it could all have been so different.

You need to ditch the dealer, or at least the mechanic who left the bike in such a state, then you need to send out a pair of new cranks to the OP. Then you might look like a company the rest of us could deal with.

All in my humble opinion of course.

 

[Staffordshirehills]

Thanks Jimod, you seem to understand! However, I don't want new cranks as I had to get a mechanic to fit the ones supplied and they work! You're quite right, it wasn't the additional mileage nor the damaged crank - if I'd been told in the first place, I still think £1450 is a good price and would still have purchased. It's just the sheer lack of pride and inappropriate manner I received. I was so excited and my bubble was well and truly burst. The bike's performance yesterday was excellent.

 

[Jimod]

Thanks Jimod, you seem to understand! However, I don't want new cranks as I had to get a mechanic to fit the ones supplied and they work! You're quite right, it wasn't the additional mileage nor the damaged crank - if I'd been told in the first place, I still think £1450 is a good price and would still have purchased. It's just the sheer lack of pride and inappropriate manner I received. I was so excited and my bubble was well and truly burst. The bike's performance yesterday was excellent.

I realise the cranks you received aren't bothering you, I was just thinking Col could be the bigger man and send you new ones as a wee token of apology.
Don't get too upset about it though. Get out and enjoy yourself. I've done over 4000 miles on my ebikes and still love getting out to play.

 

[Staffordshirehills]

Jim,

I loved it yesterday. The weather was beautiful, the countryside was fantastic and I covered 18 hilly miles without breaking into a sweat! It is how I always wanted cycling to be and I smiled all the way. I'm amazed they are not even more popular.

 

[grldtnr]

The amount of discount is irrelevant, that was the price you asked for the bike. I also doubt if the OP cares about a few extra miles, that was just something that irked her after the way she was treated. The real problem was the ham fisted muppet who ruined the bike before you sent it out. You sent out a bike that was totally unusable. Saying you offered a refund before she bought it misses the point.

The next problem was you yourself. You were too busy to help a customer who had just received a useless bike from you. She should have been your top priority, not some show where you hoped to attract new customers.

Look at the publicity you're now getting, when it could all have been so different.

You need to ditch the dealer, or at least the mechanic who left the bike in such a state, then you need to send out a pair of new cranks to the OP. Then you might look like a company the rest of us could deal with.

All in my humble opinion of course.

this Colin fellow needs to speak to the nice people at Kudos cycles to learn how to deal with customers.

After having a problem with my bike, which was out of warranty by then they effected a repair at minimal costs to me,(non standard parts) excellent customer care

 

[EddiePJ]

My Deore XT crank arm, after almost zero use.

 

[Kinninvie]

Maybe you should not ride your bike while wearing flared jeans Eddie..LOL
PS I only ride in jeans,no dodgy lycra for me.

 

[Wicky]

When I got my ex-demo KTM in May a shortwhile later I noticed a small dink in the rim which meant the wheel couldn't be trued - Even though its not really a warranty item Col and Tom sourced me a new replacement rim.

I think considering the significant discount on the ex-demo and the multitasking they have to do with getting the new bikes out /putting right the slightly wonky bikes - they do a grand job. Yup they could improve their email communications a tad as they needed a few prompts for updates but they got there in the end.

 

[Staffordshirehills]

Thanks Wicky, as I said, pleased with the bike just the other stuff. Good to see you got good after service care - that gives me a little more confidence.