Bikeforums.net is a forum about nothing but bikes. Our community can help you find information about hard-to-find and localized information like bicycle tours, specialties like where in your area to have your recumbent bike serviced, or what are the best bicycle tires and seats for the activities you use your bike for.PeteyPete
08-27-08, 08:08 PM
I purchased a closeout '07 Jamis Ventura Elite a few weeks back from JensonUSA ($869). The bike arrived fully assembled sans the handlebars. I put the bars on, snapped on the front wheel and was on my way. After riding for a short bit, just shifting through the gears, I heard a loud screeching sound and the bike felt as if the chain derailed.
I stopped the bike and inspected the damage.....2-3 broken spokes. I guess the assembler didn't properly adjust the rear derailer and it ran into one of the spokes when I shifted gears. I took it to a LBS and they found that I broke most of the spokes, the wheel was no longer true, and the bike needed to be fully adjusted.
Being disappointed w/ the fact that i had a new bike that was broken, and I was missing riding time, I didn't want to bother sending the wheel back across the country...I told him, just fix it ASAP. He fixed the wheel the next day, went over the assembly, adjusted the derailers, lubed, etc.....final bill $28 for the wheel, $42 for the tune, inspection, lube, etc.
I called JensonUSA to explain my situation, and voice my concern. After hearing me out, the customer service rep told me he'd reimburse me the entire amount. They didn't give me a hard time, question me, or try to pass the buck. He credited my account that day, and thanked me for my business.
Though I was a little let down at first, JensonUSA stood behind their product and came through in a big way. I'm in NJ, they're in Cali...they could've told me, "tough luck, caveat emptor"; but they honored the sale and made me a loyal customer.
Now the bike rides like a dream, and shifts like butter...Thanks Jenson!
I stopped the bike and inspected the damage.....2-3 broken spokes. I guess the assembler didn't properly adjust the rear derailer and it ran into one of the spokes when I shifted gears. I took it to a LBS and they found that I broke most of the spokes, the wheel was no longer true, and the bike needed to be fully adjusted.
Being disappointed w/ the fact that i had a new bike that was broken, and I was missing riding time, I didn't want to bother sending the wheel back across the country...I told him, just fix it ASAP. He fixed the wheel the next day, went over the assembly, adjusted the derailers, lubed, etc.....final bill $28 for the wheel, $42 for the tune, inspection, lube, etc.
I called JensonUSA to explain my situation, and voice my concern. After hearing me out, the customer service rep told me he'd reimburse me the entire amount. They didn't give me a hard time, question me, or try to pass the buck. He credited my account that day, and thanked me for my business.
Though I was a little let down at first, JensonUSA stood behind their product and came through in a big way. I'm in NJ, they're in Cali...they could've told me, "tough luck, caveat emptor"; but they honored the sale and made me a loyal customer.
Now the bike rides like a dream, and shifts like butter...Thanks Jenson!