Unusual Consumer Issue - Help Needed

Kirkout

In May 2014, I purchased an electric bike. No complaints about the bike itself, but due to a design fault, one of the keys snapped on the second day of use (basically they don't tell you to remove it from the battery before using the bike and my leg hit it, snapping the key in half). Since then, I've been using the 'spare' key and have been unable to get an additional key cut locally, either at 'Timpson' or at any professional locksmith. The manufacturer of the bike will not respond to emails or phone calls and I have been in email correspondence with their Agent (Claude Butler bikes) since last year without any success - despite monthly nagging from me they are unable to provide a spare key or come up with a solution. My problem is this - the bike works fine but if I lose or snap the single remaining key, it will be unusable. Does anyone have any idea of my consumer rights on this unusual issue? Thanks

wealdroam

Kirkout wrote: »

In May 2014, I purchased an electric bike. No complaints about the bike itself, but due to a design fault, one of the keys snapped on the second day of use (basically they don't tell you to remove it from the battery before using the bike and my leg hit it, snapping the key in half). Since then, I've been using the 'spare' key and have been unable to get an additional key cut locally, either at 'Timpson' or at any professional locksmith. The manufacturer of the bike will not respond to emails or phone calls and I have been in email correspondence with their Agent (Claude Butler bikes) since last year without any success - despite monthly nagging from me they are unable to provide a spare key or come up with a solution. My problem is this - the bike works fine but if I lose or snap the single remaining key, it will be unusable. Does anyone have any idea of my consumer rights on this unusual issue? Thanks

Whilst it might be considered poor customer service by both the manufacturer and the seller, I don't believe you have any 'consumer right' to insist on a remedy.

What make is the bike?

Is it possible to fit a replacement lock with a completely different key?

Kirkout

It is an Urban Mover, but Claude Butler sell them (apparently they have taken over Urban Mover). I was promised a new lock barrel and set of keys last November but I am still waiting...........

agrinnall

Looks like CB are on both Facebook and Twitter, one of those may get you a response as companies don't like public criticism.