I am new to this forum and don’t intend this to be a general complaint, and seeing the reception an earlier post from a lady received I may get the same treatment. But at least my situation may be of interest.
I live in the Dandenong area but came into the city to buy a new bike as I wanted a Vivente World Randonneur or a Light haul Trucker.
In looking back I wish that I had gone to the Giant dealers here who were really good knowledgeable people, and up-spec a fairly good bike. But the VWE fit the bill for all features and no mucking around fitting some components that I wanted. And the VWE seems a stronger bike.
It seems that the dealer gets the bike in a carton and then puts it together for sale. Unfortunately mine had at least six items that needed rectifying and most have been done.
I was about to go on a trip with the bike and had some query with the supplied horn being loose which meant the handlebars had to be removed and the stack of spacers being swapped around. As it was the horn kept hitting the cross bar.
Also an “O Ring” seemed to have not been installed in the lower fork area and was just floating around uselessly on the top of the forks.
So I took some pics and sent an email asking for help from the manager as I would fix it myself prior to my trip, if they could assist with some info as to what to do. I have not dissembled a front fork for 40 years and as the O Ring must have come from some internal seat I thought they could save me the 60 klm return visit. No answer to my email in a week so I rang them up. Yes the manager did get the email but left this morning on his holiday and I was now speaking to the acting manager and could he help?
So they knew for two weeks that I wanted a fix as I was taking the bike for a long ride,(Well only a hundred kays but that’s good for me), but then considered his holiday more important and just forgot about me.
So I sent the info to VWE in Sydney and asked for a drawing to show where this O Ring went in the forks, and I also sent them a picture of a head set from the internet, but no O Ring was evident.
My concern was that this O Ring may have to be in place to protect the bearings from dirt. So VWE put me on the right track and reckoned the O Rig just sits externally around the fork assembly and the man at the cycle told me how to undo the head set and fix the spacers and horn assembly.
But ladies and gentlemen, it was like pulling out teeth to get any help, and I had even told the bike shop that I also wanted a bike for my wife, but the new stock had to come in.
I really don’t know what I could have done to get more service than to travel to St Kilda to buy a bike and then not get an answerer to a problem for up to now four weeks weeks.
At no stage would I say the people were not friendly, but my expectations were sadly let down buy their lack of apparent concern for me as a customer and a person who is still in the market for another bike as well. I thought coming some distance would have warranted some assistance, and It was all on my own bat that I was made to feel I had to actually pester them for help.
I sure wouldn’t part with this bike though and I will just get the O Ring looked at later, to see if I did put it in the right spot.
This pic shows the offending O Ring, The cycle shop said they would get back to me but must have lost my number.