Cube customer service

Long story short.

Buy new bike in November, Cube Stereo HPA 140 Race.

Out of action for first month as dropper post very defective.

Two months ago realise the bottom pivot is loose. Take cranks off. Reason for looseness, bottom pivot bolt is sheared.

Shop (Dales) are awesome, take bike away and gimme a loaner while Cube sort it out. It’s now a couple of months later and Cube only just picked my bike up from Dales.

Does anyone else have experience dealing with Cube on replacement frames or bikes or anything really. Is this typically slow? Bike isn’t paid for yet in full as it’s bike to work scheme. It was already on sale when I bought it so got a really good deal. Just shocked at Cubes attitude.

Cube only just picked my bike up from Dales.

I’m not sure I understand that bit. Why didn’t Dales just send it to them right away?

Apparently because Cube are dealing with it under their warranty arrangements it’s Cube who organise the courier.

Don’t get the feeling at all that they care about their customer!

I broke a chainstay once. I bought online and the bike shop arranged the warranty. It was a painful process. From what I can remember, Cube don’t have a UK based distributor. Their distributor is in Holland and they are the only people who can deal direct with Cube in Germany. They don’t speak good English and weren’t in much of a hurry.

Still I got a warrantied replacement, even if it was in a slightly different colour scheme.

Good luck!

not how cube operate in my experience, never had to send anything back, a few photos and a new part/frame within a week or so if they have one usually.
the folk at oneway bike speak better english than most folk on this forum.

😆

the folk at oneway bike speak better english than most folk on this forum.

I did find that a little hard to believe when the retailer told me. Half my family are Dutch and they teach me grammar!

If cube “forget” to pick up a bike we just get on the phone to their office & its sorted PDQ. They are German & the distribution centre for UK is in Holland so they tend to be much more efficient than UK companies.
Suspect the shop neglected to chase it up. Probably because they were busy & over looked it. It happens but you’ve got a loan bike so not a complete disaster is it?

Never had an issue, generally sorted very quickly & without any fuss.
As above, usually a few photos & an email sorts it out, Cube collecting it is a new one on me..

I bought what turned out to be a ‘grey market’ AMS 130 SLT it turned out the although the name wasn’t snappy the rear triangle was. They wouldn’t do anything to help me out. Once I discovered the warranty was void because I’d bought new off EBay rather than through a dealer I tried to buy a new rear triangle but they wouldn’t even sell me one.

Why not just get Dales to replace the sheared bolt, ten minute job surely 😀

i know the bolt they are referring to, its not that hard to remove if you have some pretty basic tools.

We’ve had the bolt removed (it’s not the first to have sheared if it’s been ridden lose) by a local engineering com nay if it’s stuck-cost us £10 & taken a few minutes, so we let them do it, we pay for it & get the customer back on the bike asap. Later versions don’t seem to suffer as the design has been revised-we haven’t had one do it in the last 18 months or so.

Mines a later design and did it! Bike shop said the bit it screws in to in the frame is goosed and stuck in the frame.

They want to do right by me, which is great, so just waiting on Cube now.

This gets even better now…been calling/emailing the bike shop. Finally get to talk to someone today and it turns out my bike is lost!! Apparently UPF picked it up and don’t know where it has gone! Ho hum! What to do next?

Slight tangent, but afaik there’s no provision on cubes website to register your bike.

I really like their bikes, but it’s kind of a mine-field trying to find the correct kickstand for your bike.

Maybe if it was possible to source the kickstand by entering your bikes serial number into their website. Or would that be too difficult?

I thought this was following yesterday’s thread about the Cube in the alps, and was going to be along the lines of “I was just riding along when I snapped my bars and folded the top tube”.

Sounds like you’re having a crap experience.

If it’s lost the courier or bike shop should cover it under their insurance.

Apparently UPF picked it up and don’t know where it has gone! Ho hum! What to do next?

Ask Dales when your replacement bike will be available to pick up. It’s their problem.

New bike incoming! 😀

Apparently Cube are now sending out an XL Demo bike for me to use until they have new one available for me. Apparently they are all out of 2017 models and 2018 production hasn’t started yet!! Apparently! Ho hum. A new bike will undoubtedly come, but when!! I’m still paying for the bike (bike to work) should I be getting compensation for not having it? Or maybe an upgrade?! Unless I had pestered Dales I doubt Cube would have been doing anything to sort this out. They hadn’t even told Dales that the bike was lost.

Apparently they are all out of 2017 models and 2018 production hasn’t started yet!!

This is true, last years dismal bike sales meant companies cut back on production this year & they’ve been caught out this year.

Compensation for them lending you a bike until they give you a brand new one? Bit cheeky that chap

Sorry, but as has already been said, this is all Dales problem. They sat on it for how long? And when did they think to check that it had reached Cube. I know that Dales have a good reputation but if this was another dealer I’d be thinking they’d been “at it” the whole time.

Well, my bike is back and ready for pickup from the shop so I am going in tomorrow morning. Hope all is well that ends well.