[Closed] Comedy customer service exchange with Evans (Arkose content)

Aye, proper wellington boot top, that.

That can only be a warranty job.

The only useful thing that Andy at Evans did for you was to put this bit in writing.

...and you are right the 27.2mm seat post is too small

The rest of the email is nonsense but I'm sure you'll get it sorted in the end. There's clearly a fault and it shouldn't be down to the customer to find a solution.

Thanks for confirming my thoughts. Somewhat annoyingly I'm going to have to unbolt all the bits I've already installed when they get round to sending me a new frame 👿

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And the slit is facing backwards, I'd have not bought it for that reason alone

Deffo a new frame though

At least your floor is nice and clean.

[i]Deffo a new frame though [/i]

Assuming they have any of last years model left?

And the slit is facing backwards, I'd have not bought it for that reason alone

Agreed, but it does tick a lot of other boxes (post mount discs, 135mm rear spacing, rack and guard mounts that are actually useable, normal threaded BB). Internal cable routing would be nice too.

At least your floor is nice and clean.

I took the photos inside to avoid comments about the patio 😉

Assuming they have any of last years model left?

I'm going to need some sort of frame off them, because I bought that tapered carbon fork to fit especially and I've already cut the steerer...

Had exactly the same issue with a Hoy bike from Evans.

Does "Andy" know you bought it from Evans? 😯

Inexplicably stupid email if he does....

I've tried two 27.2mm Thomsons

You selling the dodgy frame on? Again, just saying...

I'm going to need some sort of frame off them,

a +0.1 tol on a reamed hole, **** me I need a job machining bike frames! I'm lucky if i get 0.02mm

Edit... And don't reamers only ever cut smaller as they get old

a +0.35 tol on a reamed hole, **** me I need a job machining bike frames! I'm lucky if i get 0.02mm

It's a 27.3 hole to allow a sliding fit on a 27.2 post, the tolerance is 0.05mm.

[edit] you edited.

I'm shocked at Andy's response. Suggesting a new seatpost, when clearly a coke can shim would do the job.

Thanks Jameso, that's good to hear.

I don't have a vernier caliper, but (and I see we're thinking along the same lines aracer) I did try making a shim out of a coke can. It took 1.5 wraps to get the post to fit reasonably snugly. Apparently Coke cans are ~0.097mm thick, which would suggest the seattube is closer to 27.45mm.

.1 clear would be described with different words around here to sliding, but I fear the swear filter would pick them up.

And don't reamers only ever cut smaller as they get old

Jameso, you could just say its a new 'standard'. The bike world needs more standards 😉

Didn't someone make a 27.3 seatpost for frames which were a bit over-enthusiastically reamed?

Not if it's 27.45 though.

On One?

Jameso: while we have your attention... is the Arkrose fork available aftermarket and in straight steerer variety?

Taper only, sold as part of the 2014 framesets. We may have some 2013-14 forks in the warranty spares stock, all tapered though.

Pah! 😥

[i]On One?[/i]

It was an early batch of Ragley frames, I think?

I do like the look of that frame and fork,

hope it gets sorted.

Jameso, you could just say its a new 'standard'.

I do like the look of that frame and fork,

hope it gets sorted.

Ta, it does look good doesn't it? Although if Evans want to replace it with one of the early-90s Kona-esque splatter paint frames they're doing for next year, I won't complain 🙂

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I've just head back from Andy. Here is the email I sent in response to his original message:

Andy,

Thanks for your response. However, I have several problems with it:

1. I don't want a "Vavert" seatpost, and with the exception of Thomson I'm not sure any other brands make seatposts in 27.4mm or 28.0mm sizes (and you don't even stock Thomson in those sizes);

2. How can I be sure a 27.4mm or 28.0mm seatpost will fit? What if it's 27.3mm, or 27.5mm? I'm not willing to buy three or four different posts to find one that *might* fit.

3, MOST IMPORTANTLY, as I stated in my original email, the seattube is clearly badly reamed. This frame isn't supposed to take a 27.4mm or 28.0mm seatpost, it's supposed to take a 27.2mm one. And that doesn't fit. The frame is therefore clearly defective.

I trust you will reply with a more reasonable solution promptly.

Kind regards,

Adam

And here is the reply I've just received from Andy:

Hi

Thank you for your email

As previously mentioned, I suggest you look at a larger diameter seat post available from the Vavert range.

If you have any other questions please do not hesitate to contact us.

Kind Regards

Andy
Evans Cycles
www.evanscycles.com

I'm genuinely lost for words. How do I respond to that?

Phone and ask to speak to the Customer Service Manager, if not available then the Sales Director. Clearly a waste of time continuing with an e-mail exchange.

I'd link him to this thread. If you just call him a cretin, that's just one narky customer. When he appreciates that a significant number of folk with some knowledge (including someone from Pinnacle!) think his knowledge is a bit dubious he might have a rethink.

Failing that, you need to go above his head to someone with at least a tiny bit of engineering competence.

I'm afraid Andy is rather confirming my prejudices that Evans can't be relied upon to sort arses from elbows with regards to bikes. Sort of like a posh Halfords.

I'm genuinely lost for words. How do I respond to that?

Dear, Andy.

Can I speak to your manager, please. As you appear to not fully comprehend the issue I am raising.

Kind Regards,

Finbar.

Trading standards would be my next email. Not sold as per description.

I'd link him to this thread. If you just call him a cretin, that's just one narky customer. When he appreciates that that a significant number of folk with some knowledge (including someone from Pinnacle!) think his knowledge is a bit dubious he might have a rethink.

Think I'll save that for the exchange with his manager! I've gone with the following:

Andy,

I'm afraid your reply is completely unacceptable. You've failed to address any of the points I made in my previous email.

I am going to need a proper response or for you to pass this upwards immediately.

Thank you,

Adam

I'd link him to this thread. If you just call him a cretin, that's just one narky customer. When he appreciates that that a significant number of folk with some knowledge (including someone from Pinnacle!) think his knowledge is a bit dubious he might have a rethink.

Failing that, you need to go above his head to someone with at least a tiny bit of engineering competence.

The worrying thing is, what if OP was just some dude/dudette who didn't have a STW to double check with?

Talk about a fob off.

Trading standards would be my next email. Not sold as per description.

Hopefully it won't come to that. I still need a frame at the end of the day, and I would like a Pinnacle one.

Send him a link to this thread - including highlighting the bit where James from Pinnacle has said it's clearly defective and they should swap it no probs.

Had exactly the same boneheaded selection of responses from a CRC rep.
1 email to the top chap and it was sorted in no time at all. Evans now have a customer services issue and a training issue and somebody in charge needs to know.

You need to escalate your complaint, speak firmly but politely.

or put it on twitter

Kind of moving beyond 'Comedy customer service' now......unbelievable.

Threads can move faster than a few calls can be made but we'll sort it OP, no probs.

Hurrah! Thanks very much - presumably - to Jameso for having a word 🙂

Hi Adam

Thank you for your email

Following a conversation with one of the Pinnacle guys in Head office, He has suggested that you send the bike into us for a warranty claim. We will then send you a new frame.

Quickest way to do this, is by taking into a store otherwise let us know if you have a bike box or not and we arrange a collection.

They're processing it as discussed yesterday, from what I can see from the emails there wasn't any mention of not being a warranty but I can see where it got confused. I'm not sure if we have any 2013-14 frames left here now so it may be a case of getting a new Arkose 4 frame when they land in a few weeks.

presumably - to Jameso for having a word

Actually all I did was raise this thread .. they were processing as a warranty yesterday and had got the pictures, if the suggestion of a larger post was taken as a 'no it's not warranty' then that wasn't intended.

Sounds more like Andy from Evans tried to fob you off. He clearly doesn't know what he's doing. Nothing was done about it until they got a call/email from pinnacle!

Added to the list, Never buying from Evans!

Okay, brill, thanks a lot Jameso. This does mean commuting on my lovely carbon bike for a bit longer. My poor Zondas... However if that means I happen to get the new frame with internal gear cable routing it's all good.

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