Faulty bike I am trying to return to Very!

Angela359

Hi, I purchased 2 bikes for myself and my partner in February. We have only been out on them a handful of times for short cycles (30 mins or less). On friday passed we went on a proper cycle to glentress and we both noticed our gears were playing up. (not shifting correctly and making clicky noises). Then my bike actually jumped from gear 9 to gear 2 and i lost my footing and fell off the bike. When i got back on and tried to ride away the chain snapped completely!! I phoned Very who I purchased the bikes from who then reffered me to the manufacturer. They said they could only offer a repair/replacement and because I wanted a full refund and to return both bike (no way was i getting back on one of them!) they said I would have to go through Very. So I contacted very again who then told me to contact the manufacturer again!! I was put through to them and they told me in order to prove they are faulty I have to take them to a local bike shop and have them inspected and have a report sent to them (which they will reimburse up to £20) I just want to know exactly what my rights are here and if the report comes back that they are not faulty (i will be shocked if it does) do I still have rights for a full refund? I should also note that the bikes are on buy now pay later with my very account and we have changed the seats to newer ones on the bikes. Thank you in advance!

ILW

You should always get a mail order bike checked over by a bike shop before riding it. They need properly setting up and then servicing a week or two later.

wealdroam

OP, did the bikes come fully assembled, or did you need to assemble them?

Have you still got the original 'seats'?
You will probably need them if/when they are returned.

dalesrider

If the bikes were fine on the previous rides. Then I would say that it could be a storage issue.
These rear gear trains are sensitive to being bent out of line if something is lent against them.

How well have you been looking after them and oiling the chains.

Did you not stop and look at the chain etc, when they 1st started making the noises?

Cycrow

You dont have rights to a full refund, even if they are found to be faulty.

under SOGA they can choose to either repair, replace or refund.

i would just get them to a local bike shop to get them fixed up properly, and they should be fine to continue using. Then just try getting the money for the repair back.

How are you actually storing them, have they been left outside, or were the bikes wet when you put them away ?

also, with bikes, the gears and bikes take time to properly bed in, so its always advisable to get these checked after a few weeks, so they can be set properly, which is why most bike shops tend to offer a free service after so many weeks

Very.co.uk_company_representative

Angela359 wrote: »

Hi, I purchased 2 bikes for myself and my partner in February. We have only been out on them a handful of times for short cycles (30 mins or less). On friday passed we went on a proper cycle to glentress and we both noticed our gears were playing up. (not shifting correctly and making clicky noises). Then my bike actually jumped from gear 9 to gear 2 and i lost my footing and fell off the bike. When i got back on and tried to ride away the chain snapped completely!! I phoned Very who I purchased the bikes from who then reffered me to the manufacturer. They said they could only offer a repair/replacement and because I wanted a full refund and to return both bike (no way was i getting back on one of them!) they said I would have to go through Very. So I contacted very again who then told me to contact the manufacturer again!! I was put through to them and they told me in order to prove they are faulty I have to take them to a local bike shop and have them inspected and have a report sent to them (which they will reimburse up to £20) I just want to know exactly what my rights are here and if the report comes back that they are not faulty (i will be shocked if it does) do I still have rights for a full refund? I should also note that the bikes are on buy now pay later with my very account and we have changed the seats to newer ones on the bikes. Thank you in advance!

Hi Angela359,

We're really sorry to hear that this has happened to one of your bikes. Please email us at Network@VeryHQ.co.uk once the bike has been inspected and you have received a copy of the report and we will be able to help from there.

Many Thanks

Dave
Very Network Team

adouglasmhor

Cycrow wrote: »

You dont have rights to a full refund, even if they are found to be faulty.

under SOGA they can choose to either repair, replace or refund.

i would just get them to a local bike shop to get them fixed up properly, and they should be fine to continue using. Then just try getting the money for the repair back.

How are you actually storing them, have they been left outside, or were the bikes wet when you put them away ?

also, with bikes, the gears and bikes take time to properly bed in, so its always advisable to get these checked after a few weeks, so they can be set properly, which is why most bike shops tend to offer a free service after so many weeks

Even under DSR?

wealdroam

adouglasmhor wrote: »

Even under DSR?

The OP has had the bikes since February.

ThumbRemote

wealdroam wrote: »

The OP has had the bikes since February.

Which is under 6 months, so Very should be arranging any report themselves.

wealdroam

ThumbRemote wrote: »

Which is under 6 months, so Very should be arranging any report themselves.

Yes, that's right. Is that anything to do with DSRs though?

ThumbRemote

wealdroam wrote: »

Yes, that's right. Is that anything to do with DSRs though?

No. 'Twas just an observation.