I've just taken delivery of a bike from CRC - Nukeproof Digger Comp. Spec list was full GRX 1x groupset including crankset. When it arrived it has an Easton EA90. Maybe not the end of the world, except I have a 36t chainring for GRX that I wanted to fit. I advised CRC who immediately asked for a photo and said they were checking the rest of the stock they had. Sent the photo (Monday) and since then nothing despite repeated requests for update. I notice they have changed their website to say either GRX or Easton cranks (pot luck it appears).
I get the feeling they will now fall back on some small print about specs changing and global supply issues. I have offered the solution they send me a GRX crankset and BB and I return the Eastons to them. Alternatives I have offered are they send me a 36t for the Easton, or I return the bike for a refund. Radio silence.
I am being unreasonable after a week getting a bit narked about this?
Have you phoned them?
Have you emailed the CEO?
I think a trip to Iceland for frozen sausages is in order.
Can you phone them? Looking on their website, if there's a number it's not obvious...
Sent Monday and it is Friday morning so it's more 3-4 days working days than a week so maybe a little bit. I'd have giving them till Monday at least before "repeated requests for update" tbh.
Check the warranty before changing that chainring, man!
There is normally small print to say spec can change, so I don't think that they would be unreasonable to repeat that. It would be odd to choose a bike based on the spec of a single spare part you have.
Their lack of response is disappointing though.
I'd see the EA90 as an upgrade to GRX
Is the delay in responding unreasonable?
They're not doing it on purpose, they just have a lot of messages to get through and it can take a while. Frustrating if you're holding off riding a new bike though.
Would refusal to do anything about the unexpected chainset be unreasonable?
I'd be miffed anyway, as Shimano cranks are my default and anything else is a potential liability in my mind. Do they have a 30mm spindle, meaning you can't use Shimano BBs either?
Either way, I generally find CRC have good CS and deal with issues fairly - so hopefully they'll find a solution you're happy with.
I get the feeling they will now fall back on some small print about specs changing and global supply issues.
Well, they're covered in that respect.
Please note that due to ongoing issues in the global bike supply chain, manufacturers may substitute certain component items due to availability. In this situation, they will be replaced with the same quality or better performing parts.
That wording is literally at the bottom of the listing.
Let's face it, CRC won't have changed the crank, it will have come like that from Nukeproof.
The Nukeproof website actually says you could have gotten a Shimano crank also...
Shimano RX-600, GRX or Easton EA90, 1x 11 Speed, 170mm, 40T
Easton is a lot prettier. And Cinch compatible. I was going to get one for my Tripster, but bought a Praxis in the sales instead.
CRC won’t have changed the crank, it will have come like that from Nukeproof.
CRC is Nukeproof, but it will have come boxed for delivery, I'm not sure they are built on site
I am being unreasonable
Yes you are.
CRC is Nukeproof, but it will have come boxed for delivery, I’m not sure they are built on site
Yeah that's what I mean, it will have come into the CRC warehouse with the spec it has.
CRC is Nukeproof
Is it? Or is it just owned by the same group? I'm pretty sure I know the answer here and it's not "crc is nukeproof".
or I return the bike for a refund.
If you're bothered, do this, their returns process is very generous and more than reasonable. Your other solutions are not good solutions.
Also try their online chat, that's usually very good, i expect it'll be the simple answer of "return the bike" or "have a few gift vouchers as good will."
FWIW I don't think CRC are being unreasonable in supplying a different but equivalent part but I do think they're is a degree of being unreasonable going on here.
The change of wording on the website listing only happened following my complaint. I have a copy of the original. Usually I wouldn't be that bothered but the effect of the change is that I can't fit the chainring I have and I'm not sure I could buy one that fits Easton cinch... ignoring me doesn't help- and they responded within the hour asking for a photo, but then apparently can't respond. First World problem I guess, and I'll need to decide whether to burn my bridges and go out to play on it tomorrow!
In fairness it was impressively discounted, but that's not really an excuse IMHO
In terms of how it came to them it didn't come to me in a Nukeproof box, and inside was a PDI checklist from CRC, one item of which was 'as per spec'...
The change of wording on the website listing only happened following my complaint.
If they actually added that to their Ts&Cs following your complaint I'll be gobsmacked, it's standard cover for everything from soup to super yachts.
That they highlighted it on the listing since, yeah quite possibly as it looks likely to apply.
Use the live chat. In the time it took to create this thread you'll probably have a reply.
it’s not “crc is nukeproof”.
I think he meant if the OP wanted to bomb them for their slapdashery
Just FYI - pretty sure Easton don't do a 36t, but RaceFace rings fit fine
TBH, your alternatives seem sensible to me. But I'd be surprised if they took those up as it's hassle for them. I think they'll say sorry but feel free to return, or maybe throw in some vouchers.
But yeah radio silence is frustrating.
CRC's slow customer service is the price you pay for stuff being cheap.
Personally, I'd just find a chainring that fits.
I guess the obvious question is how much do you want the rest of the bike? If it’s what you wanted, and by your admission was heavily discounted, unless you can return it (hassle) and get something else I’d just get out and ride it. Oh and put your chainring on eBay to get a few £ back.
ignoring me doesn’t help- and they responded within the hour asking for a photo, but then apparently can’t respond.
They are not ignoring you. They never do that IME.
It's most-likely been referred to someone else for a decision and they have more of a backlog.
PS. Superstar do Cinch rings for reasonable money and I've found them very durable.
OP have you said what you actually want from CRC? You've pointed something out and they've checked the stock and updated details. Did you ask for more? Vouchers to cover the cost of a chainring would probably be enough for me though you have the option to return the lot for a refund. I doubt they would want to get into crank swapping.
chakaping
PS. Superstar do Cinch rings for reasonable money and I’ve found them very durable.
Got a 40t on an Eston crank on my singlespeed, works just fine
Good chainset... keep it. 36t chainrings are definitely available, that combo (with a longer axle) is what comes on a few of the Cotic Cascade builds.
Alternatively, I have a black oval, Superstar 36t ring that would fit, used perhaps 4 times, not long rides...
You can have that for £20 posted if you like, just drop me a message
Alternatives I have offered are they send me a 36t for the Easton, or I return the bike for a refund.
Fair. Looks like they only have coloured ones though... perhaps a follow up email stating which colour you'd be happy with...
https://www.chainreactioncycles.com/race-face-direct-mount-cinch-narrow-wide-chainring/rp-prod113269
kelvin
Good chainset… keep it. 36t chainrings are definitely available,
Tell a lie, Easton do a 36t.... never seen one on sale, but they seem to exist.
Bought a Vitus mtb before Christmas and the brakes (sram, not deore), crankset (raceface, not Shimano), saddle and stem were all different from spec...seemed to be comparable level so didn't bother me at all and assumed if i did contact them, they'd fall back on the not unreasonable 'spec may change' caveat.
I bought a Vitus Energie Evo in '21 it came with a Quarq carbon crankset instead of a SRAM Rival alloy one, I was proper miffed 😉
They sent me a deore mech and told me to keep the sunrace one when my daughter's nukeproof scout arrived, after I'd pointed out they had them in stock so global supply issues obviously wasn't.
Where have you found a 36t ring to fit a 1x grx chainset? I thought the smallest that would fit was 38t
The Easton chainset is an upgrade to GRX in my opinion. It is relatively timeless vs GRX which is likely to change this year and the direct mount fitting has advantages over the 4 bolt GRX design.
Whilst the solutions that you have offered sound quite reasonable to you, CRC are a volume retailer and the bikes arrived like that from the factory. What would they do with a used Easton chainset and BB? They can’t resell it or swap it with another one fitted to another bike so they would effectively be just giving you an aftermarket GRX set up. They are in the business of taking a box off the shelf and shipping it.
Sell the GRX chainring, buy the equivalent to fit your lovely Easton and go ride the bike with a big smile on your face. Or maybe even give the fitted size a go and see if you like it first.
The ‘specs can vary’ get out of jail card is pretty much a catch all here for CRC. Like other posters, I have always found that their customer care is good, but they have provided you with an equivalent (and maybe even upgraded?) spec.
You can return the bike under your consumer rights for any reason if it really bothers you but the hassle seems out of context with the cause.
I don't think CRC would be unreasonable if they just say that they supplied a bike with comparable components to what was listed. It's standard boilerplate for bike companies to qualify that components might not be exactly as listed. I have no problem with that as long as they are roughly equivalent. I wouldn't base my decision on whether a relatively inexpensive component like a chainring can be swapped for one that I already have.
I bought a Digger over a year ago and I recall there was definitely a statement relating to potential spec changes subject to stock availability.
I think you’re being unreasonable.
What would they do with a used Easton chainset and BB? They can’t resell it or swap it with another one fitted to another bike so they would effectively be just giving you an aftermarket GRX set up.
In the case of crc they will put it on ebay and flog it for (probably) 90-150% of rrp on there.
Their ebay store is an eye opening experience. Some bargains to be had and what people pay for used via eBay is flabbergasting. However, the things people actually return on the back of the overly generous returns policy - are staggering, kit they've clearly ridden to death, crashed, thrashed and destroyed then sent back 10 months later for full refund.
Some people's gall amazes me!
So - consensus seems to be it would be unreasonable to feel aggrieved about this and that the Easton is at least as good as the GRX and a reasonable substitution. My immediate reaction on unboxing was whoa - what's this? Not what I bought! The chainset is one of the major and visible parts; it's not like swopping a headset or BB. I'm not familiar with Easton but sounds like it is a fair swop. That said it's a simple fact that the description of the product was incorrect and hiding behind 'spec may change' or E&OE type catchalls is in my opinion wrong and a lazy way out. If spec changes, change your description... I know it's not that simple, but if they want to be pedantic with the small print, I can be with the big print too! Move on.
As someone who's hardly ever bought a bike - I usually buy a frame and build my own spec - the Digger feels like a different purchase anyway; it's not a mountain bike so for me it's just an off the shelf tool rather than something to love.
I tried the CRC chat on Friday and got the immediate reply that they are looking into it. Still no response on the customer services ticket, but maybe they have gone back to Nukeproof and await a response there. The fact they immediately changed the description on the website to include the fact it could be either chainset is interesting and kind of vaguely reinforces my feeling this was a bit of a major element to swop out. Or maybe they are just covering themselves and managing expectations more thoroughly which is fair enough.
Back away from the semantics; it seems like it's a reasonable swop and now I know chainrings are available I can return the Wolftooth 36t to Winstanleys for refund (feels a bit like jerking them about because CRC moved the goalposts, but I'm sure they'll survive). I can buy any one of a number of options for a 36t Cinch (Raceface or Superstar have both had good feedback on here) and cheaper than the Wolftooth for GRX, so maybe CRC did me a favour.
Not especially impressed with the customer service from CRC on this, but maybe they'll redeem themselves next week. Seems like a simple enough decision to take for them so not sure why the delay, but still, I'll survive.
I suppose bottom line is that dealing with a supermarket is not like dealing with something more personal. My other option under consideration was a Sonder Camino - I was even considering a Ti frame as I have a Broken Road and love it - and dealing with Sonder is a very different experience. Clearly there's a price factor to be 'paid for' here - and the fact that Sonder seem to struggle to have things on a reasonable lead time. Ribble who I also looked at are quoting October or even next year for their GRX bikes and when I asked I was told they can't get GRX derailleurs. They are managing that by not just bunging on something different - but then you won't get a Ribble for thirteen hundred quid delivered will you?
Anyway - despite the bloody awful weather out there I'm off out to burn my bridges on the Easton and hopefully come back smiling 🙂 As they say, "it's not about the bike" (except it is, at least partly!)
I bought a Ragley Trig from CRC that came with no-name rotors rather than the promised Shimano.
They couldn't have been more helpful - CRC were out of stock of the Shimano rotors so they found a website that had them in stock, had me order them and then reimbursed me for the cost.
I think a trip to Iceland for frozen sausages is in order.
Bit extreme going all that way, just get some from Tesco!
I think it’s best just to take it on the chin and get on with it. Get a chainring that fits the cranks you’ve got - it’s only my opinion but those Easton ones look nicer then the Grx ones anyway.
I wouldn’t hold Ribble up as a bastion of service - they wouldn’t even let me sit on a bike they had in stock in the shop - they wanted me to go on the jig thing they had where another customer had just got on it - and the wait would be at least half an hour. All I wanted was a quick sit on the bike on display - and I’d probably have ordered the frame right there. In the end if I can’t sit on a bike I may as well just order based on geometry so I’ve bought a Dolan frameset instead!
I’ve always found CRC service has been good with warranty / refunds on things - takes a few days but that’s life. I think we all want everything to be instant these days and it makes life more stressful for everyone.
I suppose bottom line is that dealing with a supermarket is not like dealing with something more personal.
Nail. Head.
Not especially impressed with the customer service from CRC on this
I've had one, maybe two, issues with CRC and needed to use their customer service. They took a day or two to get back to me, but they sorted out the problem. Keep in mind that they sell a huge volume of stuff and their customer service people will have a literally endless stream of inquiries. I was actually quite impressed with how well they dealt with it all.
I’ve got a spare cinch spider if you want the choice of 104bcd rings.
can return the Wolftooth 36t to Winstanleys for refund (feels a bit like jerking them about because CRC moved the goalposts, but I’m sure they’ll survive). I can buy any one of a number of options for a 36t Cinch
yeah, I bet even Winno's sell them, if that'd make you feel better
They do:
https://winstanleysbikes.co.uk/race-face-direct-mount-narrow-wide-alloy-chainring
The only other thing is your going to need a tools for the Cinch: the chainring is installed with an older style BB tool I think, and the Easton axle is 30mm rather than the GRX 24mm so it'll have a different bb
@rocketdog what I’ve learnt is that wolf tooth do a 36T 110 bcd 4 arm chain ring
I know it's already been mentioned, and the Op has been there and done it now, but my (excellent) experience with CRC has been by always using live chat on the website for any queries, as opposed to email - they have been excellent when I've needed to get in touch.....and always reasonable with their "solutions" if there's a problem.....
@rocketdog what I’ve learnt is that wolf tooth do a 36T 110 bcd 4 arm chain ring
Interesting, however £75! I bought a specialities TA ring, admittedly 38t for less than £40 though so I'll stick with that
The Digger is a great bike (and even better with 25% off). Don’t let a trivial (and it is trivial) spec change ruin the enjoyment of it. I am sure you will really enjoy the bike. I love mine and ride it so much more than I thought I would.
So I did type a moderately lengthy response/update on this, but although initially I could see it in this thread, now I can't. Seems to be some forum weirdness going on in the matrix.
Bottom line is CRC responded this morning (Monday) and apologised for the spec change and said it fell below their expected quality. They then went on to slightly contradict that by explaining that the website lists that either GRX or Easton could be supplied, global supply chain issues blah blah, and in light of that couldn't offer a swopout but I could return the bike at their expense.
I responded that although the website says that now, it didn't when I ordered and was changed to include the 'could be GRX or Easton' in the spec list only after I complained a week ago.
They have offered a gift voucher which will almost cover the cost of a chainring. So I've not got the GRX cranks I ordered and wanted, but I do think honour has been satisfied and a bit of compromise both sides.
Nice bike; got it very muddy in the Lakes at the weekend seeing how many mountain bike type trails I know could be ridden on it. Answer - most of them but MUCH more exciting at times!
So you used the bike anyway and they gave you a free chainring/£'s to cover? Sounds like you did OK specially as you have a boik.
Good result. Those cranks with the right size chainring is a win.
Hiya @daverhp,
I have a Digger Comp and have done 2K kms on it, since last November. You did the right thing keeping it, it is a awesome bike. I've hacked mine changing the stem, handlebars and seat post, and I run Crank Brothers Egg beaters on it.
It's an awesome bike so easy to ride fast on gravel and road. Make sure you go tubeless as soon as you get it the bike's wheels are pre-taped and all you need is the sealant as the bike comes with the valves for Tubeless. It has to be the most faultless bike I've ever owned and well assembled which is more than I could say about my Cotic, when it arrived. Don't mention my sons Ribble mind which was a pain in the back side and had to be returned twice to fix and wasn't half the spec of the Digger.
Happy Rides await!!!
JeZ