Unbelievably bad experience with a Haibike SDURO Trekking S RX

[Wicky]

Even a company like Apple require any hardware problem to be seen before fixing / replacing.

How far away from your couch is the shop you bought it from?

 

[Danidl]

Agreed, but frankly it's not worth my time to go there in person. Plus they don't have the parts to fix it on hand. So I'd have to go there (at least) three times! No, if they won't act reasonably then their company will get plastered with negative reviews all over the internet. That I can do from my couch.

Basically you are demanding that the shop take your unsubstantiated word that the lever arm was not damaged by you or while in your possession , otherwise you will black mouth this shop. Moreover you will do it in a forum, in the English language , where the users are highly unlikely to be purchasing from a Paris outlet. This does not appear to me a winning strategy.
If on the other hand you also post this message in fora which do have circulation in France, you will be leaving yourself open to legal action. You are not anonymous you have a bill of sale and presumably either credit card or cheque information with the shop.
A court could find you unreasonable if you have not attempted to follow any of the normal grievance procedures. One of which is to explain the nature of the fault to the other party. Unfortunately this would mean showing the damaged article.
You are entitled to justiceand fair process but so also is the other party.

 

[chris130256]

All begining to make sense now.
I'm out!

 

[trex]

forum retaliations aside, I feel for the OP.
The brake levers are moulded with a new composite material, the incident is not a one off. Magura have aparently redesigned these levers recently to make them stronger. A new lever costs 32 Euros. If I were in the OP's shoes, I would buy and fit a new one, send a letter with a copy of receipt and photo to the vendor in France and ask them 'gentiment' to refund my expenses and be prepared to accept a partial refund (30 Euros). If they refuse, the OP can always send a 'mise en demeure' letter, if that gets ignored, then pop in at the local 'greffier' and issue a summons.

 

[Izzyekerslike]

forum retaliations aside, I feel for the OP.
The brake levers are moulded with a new composite material, the incident is not a one off. Magura have aparently redesigned these levers recently to make them stronger. A new lever costs 32 Euros. If I were in the OP's shoes, I would buy and fit a new one, send a letter with a copy of receipt and photo to the vendor in France and ask them 'gentiment' to refund my expenses and be prepared to accept a partial refund (30 Euros). If they refuse, the OP can always send a 'mise en demeure' letter, if that gets ignore, then pop in at the local 'greffier' and issue a summons.

I personally feel that the OP has the wrong attitude for any retailer to want to help him. The heading of the original post was misleading and multiple threats are rarely a way to get a positive outcome.
I'm certain that he had come on the forum with something like. . . Hi guys I have a bit of a problem with my bike / lever can anybody help/advice..etc. I'm absolutely certain that someone would have had a solution .

 

[Planemo]

To be perfectly blunt, you sound like every retailers worst nightmare.
As soon as the threats came out (which was in your very first post) I could see what type of individual you are.
Yes, the shop answer might not be to your satisfaction but as has been said, it is normal practice for a retailer to have the broken part in person so that it can be inspected, and if required, sent back to the manufacturer for a final decision. You dont want to do this so end of story (or life drama in your case).
If I was in your position, I would dry my eyes, buy another brake in the UK and get on with the other far more important things in life.

 

[Emo Rider]

The title of this thread should be "Unbelievably bad experience with a bike shop" This is not your typical Haibike dealership or any good ebike shop's behaviour. All makes and models of bikes have and will have their issues. How those issues are dealt with is the mark of the shop, not neccessarily the brand.

 

[Deleted member 4366]

I could see the way this was going from post #1. Frankly, I wouldn't believe for a moment that that the lever broke just by pulling on the it unless it was already damaged in some way. Anybody can make their own judgement about whether OP is a fair, just and hard-done-by customer.

Do I understand correctly that OP is now with his bike in the UK? If so, could he explain how the bike got to the UK? Its a long way to ride from France, and you get a bit wet when crossing the channel.

 

[anotherkiwi]

EU consumer protection says 12 month guarantee on products like pedelecs. So if it is new it is under guarantee. If it broke by itself (bad moulding for example) easy to prove. If it was broken any other way there is a shock mark on the plastic or brake lever.

I have a Magura on the front, lets say I fall off (again...) and it breaks, I swallow hard like a man and order a new one...

 

[Crockers]

Let me get this right....

We've had 5 pages on a 30€ piece that broke within 3 weeks and the OP is too lazy to take the bike back to the dealer.

This therefore makes an unbelievable bad experience of a Haibike bike.

Is this thread a wind up. (Checks calendar..no not April 1st).

God what a waste of time.....Shoot I've just added to it.

 

[Izzyekerslike]

Can't believe that they wouldn't replace my computer under warranty . I was just riding along and it fell to bits. What's the world coming to ?

 

[Deleted member 4366]

That's because it's plastic. They should have used steel for the case and mount, then it wouldn't have broken. Did you involve trading standards or your solicitor? I think you would have won your case.

 

[Crockers]

View attachment 16144
Can't believe that they wouldn't replace my computer under warranty . I was just riding along and it fell to bits. What's the world coming to ?

Looks like a Bosched job.

 

[Emo Rider]

Looks like a Bosched job.

Booooooo! Booooooooo!

 

[IR772]

View attachment 16144
Can't believe that they wouldn't replace my computer under warranty . I was just riding along and it fell to bits. What's the world coming to ?

That is an "Unbelievably bad experience with a Bosch product" !!!

This would not have happened to a Yamaha display must just be a Bosch weakness.

Is your bike also illegal to use in the UK.

 

[Gringo]

I'll tell you what's realy unbelievable, it's that I've read five pages of this twoddle and I don't know why. God I must be bored

 

[RobF]

forum retaliations aside, I feel for the OP.
The brake levers are moulded with a new composite material, the incident is not a one off. Magura have aparently redesigned these levers recently to make them stronger. A new lever costs 32 Euros. If I were in the OP's shoes, I would buy and fit a new one, send a letter with a copy of receipt and photo to the vendor in France and ask them 'gentiment' to refund my expenses and be prepared to accept a partial refund (30 Euros). If they refuse, the OP can always send a 'mise en demeure' letter, if that gets ignored, then pop in at the local 'greffier' and issue a summons.

Two problems with this solution.

The part is not available to buy retail, and if it were it would cost a lot more than 30 euro.

It's not the first time I've heard of this with Magura, they seem to have a strange policy on the supply of some spare parts.

Actually, there's a third problem.

The OP's confrontational attitude means he's unable to see and take advantage of a sensible solution even if there was one.

 

[trex]

I disagree. The OP said he contacted the retailer at first port of call, the retailer said Haibike (France) refused to cover it under guarantee. The problem is bound to escalate.
There is no dispute that where it broke, the material was moulded in composite plastic. If you look closely at the picture, the lever did not have any scratch, concurring with the OP story, he just pulled the lever and the plastic body cracked. IMO, any small claim court will find for the OP. The retailer has to swallow the cost and try to recover it from Haibike later.
From subsequent posts by the OP, it's clear that Haibike do not want to honour the guarantee.
Under the circumstance, I agree with the OP.

 

[Deleted member 4366]

If you look closely at the picture, the lever did not have any scratch, concurring with the OP story, he just pulled the lever and the plastic body cracked.

Jeez, Trex. Are you serious? I thought you had some claim to be an engineer of some sort!

 

[trex]

here is a picture again. Look closely please.

1) where it's cracked, is it made of plastic or not?
2) do you think the OP is a liar?

...
The reservoir is created by injecting their proprietary Carbotecture material, which is comprised of mid-length carbon fibers in a thermoplastic matrix, into a mold. The fibers are aligned to optimize strength and lightness, in what they call their Carboflow Process, which uses extreme heat and high pressure. The mold work is so precise and exacting, that it requires no post machine processing.

The Carbotecture fibre composite material is certainly light, offering almost Saint-rivalling performance, but at a big weight and cost savings. .

it has to be pointed out that the excitingly named “Carbotecture” lever clamp material looks a little cheap, as do the fast threaded clamp screws.