StanSeven

All true but how many customers are happy giving thir credit card info for a potential $3,000 charge? Or any charge really over the phone? All Enve wants is some photos.

jaymac10

OP stop your *****ing and send some photos. You are not a dealer and, therefore, won't be treated like a dealer. Yes you spent $3k on a set but an actual dealer may spend $30k on sets and has a order/return system that you don't. Give your head a shake.

TimothyH

This thought occurs to me...

I am trained on certain IT equipment to the point where I am authorized to act on behalf of the original equipment manufacturer. I can authorize an RMA without having to call the OEM and the OEM accepts my diagnosis without question. I call Cisco/NetApp/HP and say, "I need part XYX123 shipped to ABC Corp in Atlanta" and as long as the device is within the warranty or covered by a support contract the OEM will dispatch the part, period. The end customer could never do this. The end customer has to work with someone over the phone to diagnose.

So I wonder if Enve has dealers who have reached this level of accreditation? Maybe the guy on the phone though that he was dealing with this level of dealer - highly trained and authorized to act on behalf of Enve? Does this type of program even exist in the bike world?

Granted, bike wheels are not half million dollar storage arrays but what do I know about high-end carbon wheels? That would certainly explain things.

garciawork

Probably been said, but I do think they will treat you different, for good reason. A dealer is trained and contractually obligated to provide certain details honestly, a consumer is not. While you may be honest, the next guy may not be, so they need to gather the facts before bending over backwards. With a dealer, it is highly likely that they already have all of the pertinent info, and know what the problem is, right away, so cutting to the chase makes sense in that sense.

Not saying you personally don't have all of the info in this case, but I would guess that is far less common on the consumer end. But, maybe I am wrong, and they treated you badly, but it seems reasonable to me. Without knowing the guys tone or specific word choice, just the general situation, I would not be upset in the slightest. Send the photos and see what happens.

thin_concrete

I'm curious how many people have intentionally bought knock-off ENVE products and tried to send them to ENVE claiming a defect only to get the real deal. Probably happened more in their infancy than it does now.

noodle soup

This.

redfooj

Their money spent towards enve is much higher than yours

Bah Humbug

Your money is as good - you spend a lot less of it though, and have less experience and skill. Why are you so opposed to taking some photos? You can post on BF, so getting photos to them should take about as much time as it took you to post this thread.

Tpcorr

I too, would be supremely upset if my $3k wheels were defective. Where is the craftsmanship, where is the quality control? Why is it incumbent on the buyer to prove to ENVE that the wheels that this high end company sent are sub par. I can totally understand the OP's point. So he sends in the photos, the company rep says, "oh, these are just cosmetic blemishes that do not affect the function of the wheel, claim denied." I'm sure this is in the back of the OP's mind, it would be for me. The underlying thought is that since the company has asked for the photos, it is now a negotiation. Were I the OP I would return the wheels, get a refund, and vote with my wallet.

Tom

indyfabz

Or even unintentionally bought knock-off products that developed problems and have looked o ENVE for solutions. That would certainly explain the "disparate treatment" between end user and dealer. Good job for not seeing things as either black or white as so many other on BF tend to.

Oh...****.

indyfabz

In the real world, that's how a warranty claim works, whether you are talking about $3K wheels or a $100 camera. Absent a "we will take it back for any reason" pledge, the user makes a claim and provides some form of evidence of a defect. The seller/manufacturer evaluates the claim and makes a determination of coverage.

Enve has the money. The OP cannot "get a refund." Enve has to give him one. And if he hasn't followed the warranty procedure, good luck with challenging the charge through the credit card process.

dvdslw

Maybe, you were sent a set that wasn't ready for shipping due to some error in production and/or final inspection? Enve is at the top of the food chain as far as wheels are concerned so I can't imagine them sending you a set with the issues you've described intentionally. You have reason to be upset and I would be too, but give them a chance to sort things out first. If they ask for pics then give them pics, really? Do you not have a phone? Snap a few shots and text them to their provided customer service e-mail address. If the wheels are as you described then they will most certainly send you some shipping labels that you can stick on the boxes the wheels came in and you should get a replacement set about 3-5 days after they get your wheels. If you were a dealer that had an open account with Enve they may just send another set with a return label but you're not a dealer so don't expect to be treated like one.

This thread is taking me back to the problems I had with a set of 2015 Reynolds Assault's I bought. They were marketed as "tubeless" but the inner rim was almost exactly as you described, very uneven and rough, no attention to detail whatsoever. They wouldn't seal up tubeless no matter what I or my lbs tried so Reynolds sent me another set only to be worse than the first. I returned them and bought the Easton ec90sl's which are night and day in comparison with flawless finish work and certified road tubeless. The Assaults I had could be considered a budget wheel so maybe one would expect some sort of defect or blemish here or there but you bought what everyone would consider the cream of the crop for a premium price so they should be perfect out of the box. Good luck with your situation!

Bah Humbug

You guys go ahead and try to get warranty work done on your Lexus without going through the dealer. I'll wait for you to report back.

Darth Steele

Your first mistake was spending 3K on wheels... GTFOH...and they treated you like an ugly step child for it.

I would do everything in my power to return those wheels, get my money back and take my business elsewhere. When I am spending money you better treat me like you are stripper trying to get my a dollar out of me.


Honestly dude..

You could have bought this onsale!
https://www.sidsbikes.com/2015-specia...unch-race.html

Lazyass

I would have sent pics as requested and given them a chance to resolve it before I started a thread to publicly trash their reputation. I'm sure this post will be brought to their attention and they will know exactly who it is that started it. They've probably already read it.

Raiden

The service you have received thus far is not unusual. SRAM/Zipp service works the same way, you have to take the item to a shop and the shop will call in for the RMA. Sounds like a company with stable logistics to me. Maybe ENVE will deal with you directly, but you'll never know until you stop taking it personally and start the process by sending the dude some pictures.

PepeM

Yes I enjoyed that comparison. I'm sure you can call Toyota, tell them your $30,000 car is defective, and they will just send you a new one no questions asked.

redlude97

you really are that obtuse.

Psimet2001 

ENVE has a lot of experience with dealing with returns ( ). I am sure they will get you taken care of in the end.

You're not a dealer. You do not have the wherewithal to assess whether or not the product is incorrect. Period. You must jump through the hoops so to speak.

mavpsa

why is he being obtuse?? don't understand why you think it's ok to call people names?

the OP is obviously frustrated and his agnst over the matter just amplifies as he dished out over $3K for wheels and clearly stated the worksmenship over his $500 chinese wheels was similar. Obviously, his expectation was that he shouldn't need to be gong through this hassle.

there was another post about how things get returned etc. I just bought a coffee table from macy's. it got delivered to my house and i had to assemble it. I was pretty pissed b/c at the end, it what worse than Ikea products and i expected more from Macy's. Anyway, i called them, complained and they sent me a new one and emailed me the return shipping lable to return the defective product.

If macy's had asked for pictures, 3rd party witness testimony or signed affidavits, i'be be pissed too. I'm assuming he bouth these wheels from enve. therefore, they should've had a record of the sale and shouldve concluded that he must have just received them. in the end, ENVE shouldve concluded that something was obvioulsy wrong. it wouldve been a different matter if several days, weeks etc had elapsed before making a claim. then u could argue user error and ENVE would be right to be more inquisitive. but in this scenerio, i think they are just being d**ks.

PepeM

Oh boy, first compared to cars, now to tables.

Bah Humbug

Yes. Macy's is a dealer. If you called up the manufacturer of the table, they'd tell you to talk to Macy's about what happened. See how this works?

kc0bbq

Next will be restaurant comparisons.

spdracr39

Dealer have built trust with the company you have not. Dealer spend 10's of thousands of dollars just to be dealers you do not. There is a big difference.

Bradleykd

One time at a restaurant my wife ordered honey mustard dressing with her salad, but received some other kind, and the manager happened to walk by. She politely asked him to get her some honey mustard dressing and he said "that's what that is." She said "no, I've had honey mustard here before, and this isn't it."

He then dipped his finger into it while it was still on her plate and tasted it! She was pissed. He said "huh," picked it up and went and got her some honey mustard.

Moral of the story: sometimes companies just need to see for themselves.