Freego Eagle Broken Frame ??

[steve.c]

Hi all. I've got a bit of a problem with my Freego Eagle which is a broken frame at the rear on the L.H.S just in front of where you bolt the rear wheel. I contacted my dealer and the local rep ( and sent pics )who were both helpfull but that was two weeks ago and not a lot has happend since!!.I have since contacted my dealer to be told that Freego is putting it down to misuse which I can asure everyone that I do not misuse my bike and I won't even go up and down kerbs and they also make a mountain bike version which would imply that you use it offload ????. When I heard this I phoned the rep and was told that the best thing would be to phone ( John at Freego ) which I did and was told by the secretary he would phone me back when he Finnished his call? But no call. I phoned my dealer again and he said there was some talk of welding it but after more calls to him I am still in the dark and no further to an answer of my problem. Freego warrantee their frames for 4 years so I can't see a problem. What should I do next as its 2 weeks so far without the use of a £1500 bike. And Freego pride there selfs on customer services ???.
I have tried to upload some pics but can't seem to be able to??
Regards Steve.

 

[neptune]

At this stage I would approach your local Trading Standards Office. Under the Sale of Goods Act [1979?] all; goods sold have to be fit for purpose . Dont settle for welding, you need a new frame.

 

[flecc]

Definitely a new frame is called for, any reputable company would not hesitate to rebuild the bike onto a new frame for you and at least three of the well known e-bike brands have done that in the past. One did it with 300 bikes which had suspect frames which hadn't actually broken. You should insist on that or a replacement bike and refuse to accept that there's been any misuse. If you had misused it hard enough for that to happen, you'd have suffered tyre, rim and spoke damage as well.

Nor is their warranty exceptional, one major e-bike company gives a 6 year warranty.

 

[Eaglerider]

Sorry to hear that terrible news Steve.C.

Eagle frames are guaranteed for 4 years. This is stated on their website and I just checked it is still the case. In the absence of clear evidence of systematic abuse, you are due for a new frame, no question. I've done a fair bit of off road riding on mine with no ill effects, but sometimes a weld can fail on any bike I guess.

The conjectures of the retailer welding it up are a figment of his imagination I'm sure, more likely a thinly veiled attempt to fob you off, which is disappointing.

Call Martin at Freego, I'm sure he will provide a replacement frame without question. Don't bother with any other party. To allege misuse without even inspecting the bike is laughable.

Just call them tomorrow, make it clear how disappointed you are that no return call has been received and I would be very surprised if you don't get a new frame by return.

Keep me posted.

 

[flecc]

Fitting it must be free too, you are not liable for that.

 

[JuicyBike]

You may not be aware that Martin at Freego has been very poorly recently. This may go some way to explain a temporary lapse in Freego's otherwise excellent service.
I am sure you will find they will not stint on coming to the rescue.
Freego are now signed-up members of BEBA, so you should be reassured by that.
Just keep persisting and try to be patient in view of Martin's illness.
I hope all here will be wishing him a speedy recovery.

 

[flecc]

Sorry to hear that, I hope it won't be long before he has fully recovered.

 

[Cyclezee]

Sorry to read about your problems Steve.

I know it is little consolation, but nothing is unbreakable.

What is important is the way the problem is dealt with and resolved to your satisfaction.

 

[steve.c]

Hi. Yes I know that Martin is not well which is why I have hesitated to contact him but I will try later. Thanks for the replies. Regards Steve.

 

[oigoi]

It might be worth asking who is in charge while Martin is poorly, so you can speak to someone with the authority to make decisions. Might also be worth reading up on Freego's obligations to its customers as members of BEBA.

 

[steve.c]

Hello. I had an email from John at Freego today and he said that he understood that i had towed a trailer and I replied that on a few occasions I had towed a very small/light trailer (you can lift it over head with one hand) to take a couple of bags of rubbish down the tip and a couple of carrier bags of shopping which I have done with normal bikes for years with no problem. John stated in his email that Freego had sold 2000/2500 bikes and not had a problem with any of the frames at all untill mine? But my frame still remains cracked and as I stated I am nervous about riding it in case the frame lets go and I am injured ??
I await the next email. Regards Steve.

 

[mike killay]

I really do not think that the standard 'We have sold x number of these and you are the first to complain'
is an adequate or responsible response.
Clearly, if they have sold so many without anything going wrong, this is proof in itself that there is something wrong with your bike.

 

[Oxygen Bicycles]

Hello. I had an email from John at Freego today and he said that he understood that i had towed a trailer and I replied that on a few occasions I had towed a very small/light trailer (you can lift it over head with one hand) to take a couple of bags of rubbish down the tip and a couple of carrier bags of shopping which I have done with normal bikes for years with no problem. John stated in his email that Freego had sold 2000/2500 bikes and not had a problem with any of the frames at all untill mine? But my frame still remains cracked and as I stated I am nervous about riding it in case the frame lets go and I am injured ??
I await the next email. Regards Steve.

I just don't get it. If company sold 2000 bikes and never had any problem why would they not replace one frame which is one of the cheapest components in the bike comparing it i.e to the cost of the battery. Steve if you can't get the new frame from the company, Oxygen will donate you one of our Emate frames and I'm serious here. Just get it in touch and we'll organise it for you within a week.

Pity Martin @ Freego is not well as I'm sure this would never get that far if he was around.

all the best

Andrew

 

[indalo]

Steve if you can't get the new frame from the company, Oxygen will donate you one of our Emate frames and I'm serious here. Just get it in touch and we'll organise it for you within a week.
Andrew

That's a fantastic gesture Andrew and members should make a mental note of that. Let's hope it doesn't come to that and the Freego people do whatever is necessary to remedy the situation to Steve's satisfaction.

I applaud you for that kind offer Andrew and I hope it's reflected in increased interest in your product as it deserves to be.

Indalo

 

[steve.c]

Thanks Andrew that is very very kind of you and I may email John at Freego see the support and comments you are all kindly giving and thanks once again.
Regards Steve.

 

[johnc461165]

I just don't get it. If company sold 2000 bikes and never had any problem why would they not replace one frame which is one of the cheapest components in the bike comparing it i.e to the cost of the battery. Steve if you can't get the new frame from the company, Oxygen will donate you one of our Emate frames and I'm serious here. Just get it in touch and we'll organise it for you within a week.

This is a very generous offer you cannot be complimented enough for helping both steve.c and Martin @freego during this difficult period.

 

[steve.c]

Hi all. I've got a bit of a problem with my Freego Eagle which is a broken frame at the rear on the L.H.S just in front of where you bolt the rear wheel. I contacted my dealer and the local rep ( and sent pics )who were both helpfull but that was two weeks ago and not a lot has happend since!!.I have since contacted my dealer to be told that Freego is putting it down to misuse which I can asure everyone that I do not misuse my bike and I won't even go up and down kerbs and they also make a mountain bike version which would imply that you use it offload ????. When I heard this I phoned the rep and was told that the best thing would be to phone ( John at Freego ) which I did and was told by the secretary he would phone me back when he Finnished his call? But no call. I phoned my dealer again and he said there was some talk of welding it but after more calls to him I am still in the dark and no further to an answer of my problem. Freego warrantee their frames for 4 years so I can't see a problem. What should I do next as its 2 weeks so far without the use of a £1500 bike. And Freego pride there selfs on customer services ???.
I have tried to upload some pics but can't seem to be able to??
Regards Steve.

Hi. I feel that I have to make something clear and to say that I have been towing a very small trailer with my Freego Eagle which may or may not have contributed to the crack in the frame and again thanks to all of you who contributed to this Thread but I would be greatfull if the thread could end here. Regards Steve.

 

[funkylyn]

Hi Steve,

Firstly sorry to hear about your problems but I cant see that towing a small trailer as you described could have any bearing on the fact that your frame broke.
Why would you want this thread to end ? Im sure many members following this saga will be very interested to hear how it ends .....hopefully satisfactorily.......and soon !

However, whilst we can all start a thread we have no control over how and when it ends.....thats up to the mods when necessary Im afraid.
I really hope you get this sorted quickly and would just like to add to others comments on the generosity of Juicy Bob...impressive

Lynda

 

[steve.c]

Thanks Lynda I'll be in touch soon and I know I can't stop the thread. Steve

 

[Mike63]

Nor is their warranty exceptional, one major e-bike company gives a 6 year warranty.

...the frame on my bike (Urban Mover) was guaranteed for 10 years.

.....don't know how valid it is now ...but.

....Mike