Charger with known fault, live with it

Entropy1024

I bought and paid for a new Trek e-bike on the 5th March this year from Evans Cycles in the UK, it cost £2,200. It needed to be built and delivered to the store and arrived on the 14th of March, which is when I collected it.

From the start the charger has had an issue, It only works sometimes, approx. 75% of the time. Have taken it back to the shop and received a replacement, unfortunately that did the same thing. I was told that Trek advised Evans that it is a 'known fault' and the fix was to 'reset' the charger, which is essentially unplug it and plug it in again till it works. Was given the original charger back. I've never had a charger for any device where you need to unplug and plug in again repeatedly to get it to work. It's a fault and this plug/unplug/plug is a workaround, not a fix.

It's now been over a month since I paid for the bike/charger. I'm not sure how to proceed. Trek & Evans seems to think it's normal and live with it and most of my questions to the store manager at Evans go unanswered. Very poor customer relations.

I love the bike, this works fine. However not knowing if it's going to be charged for my commute to work the next day is a huge problem. If the issue with the charger is not fixed I will be looking to get a refund. However would rather get the issue fixed. This is rather difficult with the current lack of help from Evans.

Any advice would be greatly received.

Thank you.

macman

You've got 30 days to reject for a full refund under CRA2015, so if you want to use that option to force some adequate response from them, you need to act immediately, as there is only 2 or 3 days left on the clock.

Entropy1024

macman said:

You've got 30 days to reject for a full refund under CRA2015, so if you want to use that option to force some adequate response from them, you need to act immediately, as there is only 2 or 3 days left on the clock.

Yes I was aware of a 30 day refund but thought it was from purchase date not delivery.

pinkshoes

Entropy1024 said:

macman said:

You've got 30 days to reject for a full refund under CRA2015, so if you want to use that option to force some adequate response from them, you need to act immediately, as there is only 2 or 3 days left on the clock.

Yes I was aware of a 30 day refund but thought it was from purchase date not delivery.

It's from DELIVERY, because otherwise you'd end up with no 30 day rights if there was a delivery delay!

You're still within the 30 days so make sure you put this in writing to them!

Entropy1024

You're still within the 30 days so make sure you put this in writing to them!

OK good to know thank you. I've never had to do this before. Is there a template I could use for this request? Am I able to email it or do I have to print it out and hand it to them?

Many thanks for the help.

pinkshoes

Entropy1024 said:

You're still within the 30 days so make sure you put this in writing to them!

OK good to know thank you. I've never had to do this before. Is there a template I could use for this request? Am I able to email it or do I have to print it out and hand it to them?

Many thanks for the help.

email is fine.

Here's a template from citizen's advice. Mention in the letter that you have already given them an opportunity to resolve the issue which they were unable to do:

https://www.citizensadvice.org.uk/consumer/template-letters/letters/consumer-template-letters/letter-to-complain-about-faulty-goods/

TELLIT01

Not directly relevant to the problem with the charger, but it's generally not recommended to leave chargers plugged in/switched on when not in use.  As the supplier has acknowledged that there is a known fault with the charger that shouldn't affect any entitlement to a refund.