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I bought a electric bike from AW Cycles. and some of my friends too. I have been with them in contact for so long. My friends and I are bike racers and stunts doers, so we get the best out the...Read on
I took my a Giant Power Pro in for warranty service. I was told that it needed to be on a bike for testing, so I went back with my son's bike frame. A day later, I got the call that the bike was ...Read on
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AW Cycles are the best shop in UK,period
I bought a electric bike from AW Cycles. and some of my friends too.
I have been with them in contact for so long.
My friends and I are bike racers and stunts doers, so we get the best out there. and AW cycles are the coolest in this range.
I took my a Giant Power Pro in for warranty service. I was told that it needed to be on a bike for testing, so I went back with my son's bike frame.
A day later, I got the call that the bike was ready, and the power meter was working fine, and for a very reasonable price, I was delighted.
Picked up the bike, and son went off on a ride. An hour later he called me to rescue him. His cranks had fallen off'. I called the bike shop on the way, and the mechanic was mortified, he said 'Did they not tell you on handover' - he had put the cranks on, but not torqued them because there was a bolt missing.
Oh- and the Power meter was still totally useless, reading alternatively zero, or 2000 watts.
I went back to the shop, and had a 'discussion' with the owner, who refused to issue a refund for the work, which had left my son stranded in pouring rain, in the middle of a training ride. He refused to listen to me, refused to accept responsibility, and tried to tell me it was my fault for not checking their work! He was aggressive, patronising and insulting.
As I got back home, I received a phone call from the shop manager, very apologetic, who said that the owner had not been in possession of all the facts (because he was too busy insulting and patronising me to listen). He offered a free bike service by way of apology, and a full refund.
I accepted the offer of a service, since my son was due to race, and we urgently wanted the bike checked over before the race. At some considerable inconvenience, I rushed the bike to them, so they would be able to get it turned around in time for the race. I had been told the service would be same day, unless they needed to keep it overnight to charge the Di2 Battery which they promised to fit for me.
I was disappointed not to get a call back on the day, but called first thing the next day to arrange collection in time for the race. They told me that they had been busy, so had not even started on my bike.
I am astounded. This was supposed to be a gesture of apology for appalling service which left my son stranded, but turned into another fiasco.
Their further response? A curt e-mail to say that they do not feel that they will be able to meet my standards of service in the future.
Well too right. I'm afraid I expect service to involve honesty, doing the job you're paid for, returning bikes in a safe roadworthy state, and being pleasant polite and respectful to customers. These are clearly not standards which AW Cycles can comply with.
P.s. If company responses are possible, AW Cycles will now post a response attacking and insulting me. This is possibly why there are not more critical reviews of their business - they seem to prefer to attack and bully customers and try to force them to remove honest reviews, rather than focus on addressing the problem.