Ebike purchase problems

mattgod69

Hi all...

I purchased a Whyte E-506 earlier this year from an online retailer.  I noticed fairly quickly a creak when peddeling and the retailer advised I get it checked by a local shop which I did.  They tried to sort but after two attempts I asked the online retailer to pick the bike up and sort it out.  The retailer i purchased from refunded the costs I incurred with the local shop. 

They took the bike away and i think sorted or the problem but returned it to me with some damage on the crank and the rack.  They have tried to get a replacement crack but they are saying the manufacturer does not have them any more,  even though the exact same ones appear to be on the 2023 model.  They are saying the same for the rack.

They have offered me a gift voucher but I really want the bits they damaged replaced.  So you think I am being unreasonable or should I keep going back to them.  I look after my things and the fact that it has been damaged is very annoying.  I know it will get damaged,  but that is different of course.   

The whole experience has left a bad taste in my mouth.   It appears that the bike was not treated with any respect when with them and I am not at all happy. I like the bike but really want a replacement.   The bike was almost £3000 when new.  

What do you think? 

Many thanks for your comments and time. 

Matt

the_lunatic_is_in_my_head

Generally if after one repair attempt the goods still do not conform to the contract you may exercise the final right to reject, if you exercise that right within 6 months of delivery you are entitled to a full refund (after 6 months a deduction for use is permitted).

You can’t particularly force them to replace the parts but you could instead (of rejecting) seek a price reduction to cover the cost of replacing them elsewhere.

If you opted to exercise the final right to reject  for a refund it should be via the method you paid, you don’t have to accept a voucher (unless that’s how you paid). 

That said if the damage is simply cosmetic and was caused during the repair I’m not 100% sure if that would mean the goods do not confirm due to the aspects of appearance and finish plus freedom from minor defects or instead you would be seeking damages due to their lack of care whilst the bike was in their possession, if it was the latter I’d be seeking the cost of replacing those parts. 

mattgod69

Thanks for the reply.  I think I need to assume that the creaking is sorted,  the problem is the exact same parts which are damaged do not seem to be avaliable (they are telling me this).  There was branding on the cranks.  It is fussy I guess but I just want the same crank so the bike looks as it does when I purchased (which is really nice).  What should I be accepting as replacement cost of the parts are not available and are bespoke... the nearest equivalent? 

the_lunatic_is_in_my_head

mattgod69 said:

Thanks for the reply.  I think I need to assume that the creaking is sorted,  the problem is the exact same parts which are damaged do not seem to be avaliable (they are telling me this).  There was branding on the cranks.  It is fussy I guess but I just want the same crank so the bike looks as it does when I purchased (which is really nice).  What should I be accepting as replacement cost of the parts are not available and are bespoke... the nearest equivalent? 

A lack of replacement parts would concern me on a £3k bike, is it that they are out of stock or just not made any longer? 

If it's purely cosmetic then I guess pick a figure and haggle with them Perhaps worth checking with the manufacturer to see what the situation is with parts.