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Orbea EBIke - Tredz
My expectation was that the bike would be reliable and last at least a few years with maintenance and upkeep.
Unfortunately, I have had a very poor experience from the outset and have had contact the Tredz on a few occasions to attempt to remedy issues of poor build quality and parts as details below:
13/02/2023 - I placed an order to Tredz for an Orbea Wild FS M10 2022 - Electric Mountain Bike believing it to be of particularly high quality due to its premium cost it arrived on 15th February 2023.
17/02/2023 - 1st Bike had issues with headset and images sent to Tredz (photos below) Tredz advised that that they would send out a new headset
19/02/2023 My bike specialist tried to fit this, but it would not work, contacted Tredz again who advised to send photos a copy of the invoice, this was done 27/02/2023 (photos below), who then requested for the bike to be returned and inspected.
07/03/2023 – Tredz confirmed receipt of bike and it was with their warranty department for inspection.
09/03/2023 - I then received a confirmation email from Tredz that a new bike was being sent out to me to replace the faulty one.
10/03/2023 – New replacement bike received
26/04/2023 – Replacement Bike has now come up with an error 500 code, this was taken to a local bike specialist who advised after running analysis that it needs a new speed sensor, this was reset at the time and bike now works. Though further analysis carried by a bike specialist has advised that the error also relates to a faulty motor which means that the motor will not last very long. The bike specialist also advised when checking the bike that the headset was also loose, which is the same reason why the original bike was replaced.
26/04/2023 – Contacted Tredz again stated that they will not give me a full refund when I advised that is what I wanted due to the bike being faulty when received.
I gave them a chance to fix the first issue with the headset being loose, which they did by sending me a new replacement, but this issue has occurred again along with the new speed sensor issue under the same order, make and model of bike.
This is the second issue/fault with this make and model of bike since I ordered it on 13th February 2023 and I feel that the bike make, model and build is not fit for purpose and is now unreliable.
I was 2.5 hours’ drive away from home when this occurred, and the bike had done less than 50 yards before the error appeared.
I have not been able to fully enjoy the product in the 10 weeks since I received the 1st one (which as stated was returned within 10 days) and within the last 6 weeks since receiving the 2nd one (which has only been ridden 4 times and has only done around 80 miles) due to the multiple issues this has impacted on me greatly, I could have been left stranded on the top of a mountain with a broken bike that I have only had for less then 2 months.Comments
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Is this a online purchase?
>I could have been left stranded on the top of a mountain with a broken bike that I have only had for less then 2 months.<
But you were not. So means nothing.
>I was 2.5 hours’ drive away from home when this occurred, and the bike had done less than 50 yards before the error appeared. <
So in effect you were only 50 yards away.
You need to quote them the consumer regulations. NOT WARRANTY.
They have had their one chance to repair the problem. You now want a refund.
https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy#how-long-do-i-have-to-return-a-faulty-product
Life in the slow lane1 -
Thank you
Yes this was an online purchase
I have stated this on the top of the letter.
Under the Consumer Rights Act 2015, goods should be of a satisfactory quality, fit for purpose, as described, and last a reasonable amount of time.
My rights have been breached because the item you sold me was/is faulty. I would like full refund to compensate me for the breach of my consumer rights.
The bike error message came up less than 50 yards from the car park, where I had driven 2.5 hour to get to to ride the bike.
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That last bit is irrelevant. You're entitled to a full refund, it doesn't matter where in the country the error appeared.
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@MissScott1501 - presuming you bought the bike direct from Tredz then they (as the seller) are only permitted one attempt to either repair the bike or replace it (or the faulty parts).
If that attempt fails you are entitled to exercise your final right to reject the bike and - as you took delivery of the bike less than 6 months ago - you are also entitled to a full refund of everything you have paid - including delivery costs.
The relevant law is here
In particular look at s24
(Edit: The link to the legislation looks oddly placed. I assume the forum software has had another retrograde update…)
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Does it take into account they have fixed one issue (by sending a new one) then I now have another couple of faults on the new bike as contimnuous? or do I need to let them 'fix' the new ones too? Or can I just go straight down the line to Final Reject?
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So far as I'm aware, if a fault appears and they fix it, but after that other faults also appear, then you can reject it for a full refund.
Otherwise the more faulty something was, the more attempts they'd be allowed to fix it! 🙂
The law says:
"24 Right to price reduction or final right to reject…
… (5) A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—
(a)after one repair or one replacement, the goods do not conform to the contract;… "1
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