“Ordered an electric bike. It arrived fine, but the brakes were calibrated wrongly, so that they scuffed against the wheel even when the lever wasn't pressed. The charger they provided didn't work either. I had to get the brakes realigned and the charger replaced on my own time at my own expense.
When I raised this with customer support to get compensation, they were resistant. Claimed it wasn't possible the brakes were calibrated wrongly and I must be misunderstanding. Interrogated me in detail about what was wrong with the charger.
All communication was relatively slow, non-specific, and didn't directly address my request for compensation. I recently received a replacement charger from them. They didn't say they were sending it, and that's not what I requested. I already replaced it at my own expense, and have just been trying to get them to cover that.”
Hi Josephine, Thanks for your review and we apologise that your recent experience could have been better. We have attempted to contact you but appreciate you're busy.
In the first instance, any issues should have been reported to us, the retailer, so we can troubleshoot and liaise with the distributor to resolve any issues, whether that be through email, phone or by providing you with our network of approved cycle shop partners.
We have looked at all the correspondence regarding your order and can see you let us know about the issues after you had the brakes re-aligned and purchased a charger from elsewhere. Using the incorrect charger has the potential to invalidate a manufacturer's warranty and we're pleased to hear you have received the correct charger from us.
All bikes undergo a professional PDI check before dispatch so we're sorry to hear they required re-alignment.
Best regards,
North Sports
