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Complaint advice
gowgowuk
Posts: 411 Forumite
Hello,
I am after some advice about the way to proceed with a complaint about a Specialized bicycle recall. On the 25th September 2012, Specialized publish a recall for a lot of bike models build in 2008/2009 (see http://www.wptv.com/dpp/money/consumer/bike-recall-specialized-bicycle-components-recalls-some-globe-bike-models-for-faulty-front-fork). So far, so good, I appreciate the fact that they take their responsibility. I only knew about it when my local store send me a letter, only 2-3 weeks later. I contacted them immediately but they say I need to wait until they are ready to process my bike. The way Specialized wanted to deal with this was to bring the bike to the shop where they would remove the fork, send it to Specialized who would then send a new one to the shop.
The problem was that they went out of stock for the new forks. To cut a long story short, I only got my bike back on 20th December! It was fork-less in the shop for 6 weeks...
I decided to complain to Specialized by email since if I had followed their own advice I would have been bike-less for almost 3 months. In practice, I didn't follow their advice and kept using it until I needed to bring it in the shop. Still, it's 6 weeks without bike, which is my main commuting vehicle. The alternative is a bus trip costing minimum £3.50 for a day ticket.
Their reply was very fast and very nice and they even offered me £100 of Accessories of my choice as a compensation. They gave me the address of the UK customer service to complain to.
But since I wrote to them, on 3rd January, mentioning the email offer, no reply. I recontacted them by email, on 2 separate occasions (20th and 28th January), no reply to any of my emails! I then decided to send another letter to the Customer Service, this time recorded/signed for (First class, 7th February) in which I give them 10 days to reply. But now, when I try to track the letter with Royal Mail, it says "the item is still with us"! (I should complain to Royal Mail too!)
So, if I suppose they received it (but cannot prove it), and they still don't reply to me, what would be my next step? Can I complaint about a promise made to me by e-mail and not kept? Who can I contact next to deal with it?
I think in all my contacts with them I was obviously unhappy but stay very polite. I wasn't insulting them or anything!
Many thanks for any help or advice.
I am after some advice about the way to proceed with a complaint about a Specialized bicycle recall. On the 25th September 2012, Specialized publish a recall for a lot of bike models build in 2008/2009 (see http://www.wptv.com/dpp/money/consumer/bike-recall-specialized-bicycle-components-recalls-some-globe-bike-models-for-faulty-front-fork). So far, so good, I appreciate the fact that they take their responsibility. I only knew about it when my local store send me a letter, only 2-3 weeks later. I contacted them immediately but they say I need to wait until they are ready to process my bike. The way Specialized wanted to deal with this was to bring the bike to the shop where they would remove the fork, send it to Specialized who would then send a new one to the shop.
The problem was that they went out of stock for the new forks. To cut a long story short, I only got my bike back on 20th December! It was fork-less in the shop for 6 weeks...
I decided to complain to Specialized by email since if I had followed their own advice I would have been bike-less for almost 3 months. In practice, I didn't follow their advice and kept using it until I needed to bring it in the shop. Still, it's 6 weeks without bike, which is my main commuting vehicle. The alternative is a bus trip costing minimum £3.50 for a day ticket.
Their reply was very fast and very nice and they even offered me £100 of Accessories of my choice as a compensation. They gave me the address of the UK customer service to complain to.
But since I wrote to them, on 3rd January, mentioning the email offer, no reply. I recontacted them by email, on 2 separate occasions (20th and 28th January), no reply to any of my emails! I then decided to send another letter to the Customer Service, this time recorded/signed for (First class, 7th February) in which I give them 10 days to reply. But now, when I try to track the letter with Royal Mail, it says "the item is still with us"! (I should complain to Royal Mail too!)
So, if I suppose they received it (but cannot prove it), and they still don't reply to me, what would be my next step? Can I complaint about a promise made to me by e-mail and not kept? Who can I contact next to deal with it?
I think in all my contacts with them I was obviously unhappy but stay very polite. I wasn't insulting them or anything!
Many thanks for any help or advice.
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