“Difficult to contact the service dept at London Bridge-no one answers. So visited in person. Not allowed to speak to a technician. The company does not supply parts unless they are fitted by Fully Charged. I have had good experience with my Supercharger and Superdelite bikes, but don’t think much of Fully Charged.”
Hi Matt,
Thank you for your honest feedback, and we’re sorry to hear about your recent experience. We completely understand how frustrating it must have felt not being able to get through on the phone. Our front desk and customer service area can get very busy at times, which sometimes leads to missed calls, but all voicemails are picked up and we always aim to return messages as soon as possible.
We’d also like to clarify that it’s not our policy to prevent customers from speaking with a technician or to refuse the sale of parts outright. That doesn’t reflect the way we work as a company, so we’d really like the chance to better understand what happened in your case.
Could you please reach out to Ben directly at info@fullycharged.com
or on 0207 111 0977 at your earliest convenience? We’d really appreciate the opportunity to speak with you further and work towards a resolution.
Best regards,
The Fully Charged Team
“Appalling service after bike purchased. Eventually bike couriered to me, but had to cut seatpost myself. The bike was not checked properly at the 6 week check. I took it to another R&M dealer who found one brake needed bleeding ( I had pointed this out at the check but was partially working). I had been asked if I would like to change the angle on the handlebars- I agreed to discuss when collecting the bike- but the mechanic present on that day didn’t know how to do it.
The rear wheel had not been fully secured after tyre change and the tension on the gear band was incorrect. With a poorly secured wheel and a non functioning brake…..this is a very poor level of service”
Dear Miriam,
Thank you for reaching out to us and bringing this to our attention.
We apologise for the inconvenience caused by the issues you encountered in the workshop. It's clear there was an oversight in your bikes' servicing process, resulting in the front brake and rear wheel tension on the belt not being set correctly on your bike. This falls below the standard of service we aim to provide.
As discussed, we have reimbursed you for the costs incurred at your local Riese & Müller dealer as a gesture of goodwill.
If you have any further questions or need assistance, please don't hesitate to contact us.
Thank you for your understanding.
Kind regards,
Max
