Silverfish Poor customer service (polite rant)

On the 24 August I contacted my dealer about a warranty claim where my Cove Hummer has cracked for the second time.

They were made aware that I had a MTB holiday booked 2 October so if they could push it along I’d be grateful

They have contacted distributer Silverfish who, according to their website will respond in 2 days

Yet here I sit on 23 September with hardly any contact/no returned calls and no bike. How long does it take to look at a cracked frame?

My MTB holiday will now be a solo road riding holiday for me whilst my friends get to ride off road

I can’t believe in this day and age how poor service and communication can be!!

MM

Buy a frame for the holiday and sell it afterwards?

Shame you’ve not had the warranty experience you were expecting.

I’d buy another frame rather than miss out on holiday riding. Even just a cheapy from the classifieds to see you through.

As above – just get thee a cheap frame to see you through. Or borrow/hire/steal* a bike.

*erm, perhaps not steal?!

spooky….
I’m just in the process of dealing with a retailer about a cracked hummer which was repaired under warranty and has since cracked again over the repair weld.

I have to say in Silverfish’s defence last time they were good to me and got stuff moving…but they were pretty brutal about replying to emails but were great once I bypassed the dealer and phoned them

Can I ask about the frame?
How old?
litespeed or lynskey?
Where did it crack?
Whats the warranty period you were given?

thanks!

I did think about it but considering the replacement frames are in stock I didn’t dream it would take this long.

A new frame would have to match seatpost/front mech/new cables etc so could end up costing more than I want to spend

First frame was a Lynskey which cracked across seat tube weld after less than 2 years

EVENTUALLY sent a replacement frame from Silverfish which was cracked in the same place when I recieved it! (different frame no)

Then sent a new Lynskey frame which has lasted 2 years before now cracking in the exact same place

Ti…a bike for life

So is it the dealer being slack or SF?

Ti…a bike for life

It will be if you get a new one very 24 months…

Ha ha wwaswas!

The dealer (Wheelies) say they have been chasing Silverfish

Mate of mine had the same issue, took ages to resolve, his went back to Lynsky to have a new seat tube welded in

Got to wonder about Hummers. I had a Scanvik one which chain sucked at the slightest hint of moisture, and these ones crack with dull regularity.

Could you not ask Wheelies if they could lend you a demo bike for the holiday?

Hopefully you will here something soon from Silverfish.

Back on the 18 Sept Silverfish told Wheelies they would replace the frame.

Radio silence eversince with Wheelies chasing them

Whereabouts are you? I’ve got a spare 120mm hardtail frame you could borrow, if you’re anywhere central scotlandy. It’s a Carrera so in some ways, a bit of a step down from a Hummer but in other ways, it’s 4 years old and isn’t cracked so I think it wins 😉

Ring Silverfish yourself and ask? Silverfish is just down the road from me, pity I own nothing except a chainring that they import.

Hi MountainMutant

Do you want to drop me a mail directly so I can look into this as, at the moment, I’m a little confused with the contrast between your info on here and ours.

I’ve just grabbed a word with the guys in our warranty department who tell me that they’ve spoken directly with yourself and that you’ve been offered the new 27.5 version of the Hummer as a replacement.

If this isn’t correct please feel free to come back to me on richie@silverfish-uk.com

Cheers

Hi Richie

Yes, as above on the 18th this was agreed and I accepted the offer of the 27.5 version yet neither party is pushing this and actually doing anything..ie sending me the frame

If this can be done I would be most grateful

I think this in the OP;

How long does it take to look at a cracked frame?

was possibly a bit misleading if they’ve already done that,offered to send a replacement and had the offer accepted?

Yes, as above on the 18th this was agreed and I accepted the offer of the 27.5 version yet neither party is pushing this and actually doing anything..ie sending me the frame

OK – I think we’ve found the problem then. Our warranty guys are under the illusion that you turned down this frame???

I’ll arrange for them to get a replacement out to Wheelies today. Apologies for the mix up – I’ve not idea where the wires got crossed but I’m glad they’re now straightened out.

The dealer (Wheelies) say they have been chasing Silverfish

Wasn’t Wheelies/Tredz getting a a kicking on another thread recently for dragging their feet?

I’ll arrange for them to get a replacement out to Wheelies today. Apologies for the mix up – I’ve not idea where the wires got crossed but I’m glad they’re now straightened out.

A happy ending then? Hi-5s everyone!

Thanks Richie *Hi5*

Who wants to e-mail this thread to Planet x/On one 😉

Shame the OP “forgot” to mention he’d agreed to a replacement frame 5 days ago in his first post!
It implied that there had been virtual radio silence…

The dealer (Wheelies) say they have been chasing Silverfish

Apologies for the mix up – I’ve not idea where the wires got crossed but I’m glad they’re now straightened out.

Doesn’t take a genius to work out that Wheelies are upholding their fine tradition of fibbing to customers and failing at basic communications.

Kudos to Silverfish for stepping in and making it right.

Doesn’t take a genius to work out that Wheelies are upholding their fine tradition of fibbing to customers and failing at basic communications.

Not this time:

I’ve just grabbed a word with the guys in our warranty department who tell me that they’ve spoken directly with yourself and that you’ve been offered the new 27.5 version of the Hummer as a replacement.

and

Yes, as above on the 18th this was agreed and I accepted the offer of the 27.5 version yet neither party is pushing this and actually doing anything..ie sending me the frame

and

OK – I think we’ve found the problem then. Our warranty guys are under the illusion that you turned down this frame???

I’ll arrange for them to get a replacement out to Wheelies today. Apologies for the mix up – I’ve not idea where the wires got crossed but I’m glad they’re now straightened out.

I’m no fan of Wheelies but can’t see this bit is their fault.

A new frame would have to match seatpost/front mech/new cables etc so could end up costing more than I want to spend

Was your cracked frame a 26″ version?? If you’ve accepted a 27.5 then that’ll be new fork/wheels etc?

If you’ve accepted a 27.5 then that’ll be new fork/wheels etc?

unless Wheelies are thinking they may need to pick up the cost and hence the confusion (OP says ‘yes great’, Wheelies say ‘errr, no’)?

this thread is proper confusing and I suspect we are not getting the full story.

I don’t think there’s any ‘conspiracy theory’ here Gents.

The customer said yes to a replacement but for whatever reason that message didn’t arrive with us as clearly as it could have.
That’s no drama though – its all sorted now, the customer (MountainMutant) is happy and he gets to still go on his MTB holiday.

As above – High 5’s all round 🙂

RM.

My MTB holiday will now be a solo road riding holiday for me whilst my friends get to ride off road

Sorry that really does smack of being childish.

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…… I’m guessing you said that line for forum dramatic-content 😉

Cos if you meant it, wtf.

Can I suggest silverfish bypass wheelies & sendvtge frame direct, knowing wheelies reputation the OP still might not get the frame before October

Can I suggest silverfish bypass wheelies & sendvtge frame direct, knowing wheelies reputation the OP still might not get the frame before October

As covered a lot of times in the past, a warranty is held with the store where you make your transaction. I cant by-pass that.

I’m not suggesting in any way at all that this is happening in this case however imagine the debacle if the customer spoke to their supplying dealer and agreed (and received) a credit, then spoke directly to us and we agreed (and sent) a replacement.
Our customer is Wheelies, their customer is MountainMutant. I’m always happy to pitch in and help where I can but there has to be limits to what I can do I’m afraid.

Buy a secondhand frame ASAP and sell the new frame when it eventually arrives. Don’t wait for it. It’ll only cause anxiousness and stress.

Can I suggest bypassing Hora’s advice. 8)

I think the moral is

Buy and trust a product imported by silverfish but choose your dealer wisely

Is there not a law giverning this as well

Can I suggest bypassing Hora’s advice.

Could you also add this as a sticky next to the forum rules?