Evans Cycles – I Could Have Been Killed

Update: Evans have contacted me again – the email is at the bottom of this post.

On Friday 2nd December at about 8.30am I got my second puncture (back wheel)  on my journey into work. As I was close to Evans Cycles in Canary Wharf I decided to go there to have it repaired. They did it within a few minutes, and £18 later I was off on my way to work. As I cycled through the Canary Wharf estate I approached a roundabout and applied the back brake which did not work. The level was loose.

I returned to Evans Cycles straight away for them to discover that the brake had not been re-set up correctly. They said sorry and off I went. I then received the usual email from Evans Cycles post spending money with them. As I was shaken by the events I decided to send them an email explaining what had happened. I was not sure what I was expecting, but below is the chain of emails:

2nd Dec from me to Evans Cycles:

I will never shop at Evans again as I had a puncture repaired, rode my bike away applied my brake which did not work. I returned to Evans in Canary Wharf to which they realised they didn’t re-set up the brake when putting the wheel back on. I could have had a fatal accident.

2nd Dec from Evans Cycles to me:

This is an automatic acknowledgement to let you know that we have received your enquiry.

There is no need to reply to this email.

The reference number for your email is xxxx.

Most emails receive a response within 24 hours.

If you have any other questions please don’t hesitate to contact us.

Kind Regards
Evans Cycles

3rd Dec another email from Evans Cycles to me:

Hello Neil.

Thank you for your email.

Please accept my apologies for this.

Bikes should not go with customers until they have been checked over.

I am forwarding this email, to our customer relations department due to the severity of this, they will contact you to regarding this.

If you have any other questions please do not hesitate to contact us.

Kind Regards

Georgina
Evans Cycles

5th Dec another email from Evans Cycles to me:

Dear Mr Young

Thank you for your correspondence below.

Please be advised I am currently looking into this matter and following my investigation, I will be back in touch.

Your reference number is XXXXX [different to my earlier ref number!]

Thank you for your patience at this time.

Yours sincerely
Customer Relations Team

16th Dec (11 days since my last correspondence, 2 weeks since the incident) Evans Cycles emailed me:

Dear Mr Young,

Thank you for your patience while I investigated the issue raised in your email.

Please be assured that providing a high-level of customer service is Evans Cycles’ primary concern, and I am very sorry that you have been disappointed in this regard; specifically that after repairing your puncture one of your brakes was not correctly adjusted, and you had to return to the store to have this corrected.

Having contacted the store manager Mr Iwan Jones, he demands that his workshop team carry-out their work to a high standard, and he would like to sincerely apologise for the error in relation to this repair, and is very glad that you noticed the issue almost immediately.

Although I assume that your bike, in common with most, is equipped with two separate braking systems in order to provide redundancy, I fully appreciate your disappointment that the brake calliper was not correctly adjusted.

In light of this, and as a goodwill gesture, I would like to offer you an Evans Cycles gift voucher to the value of £20.00 for your future use; this would be valid for twelve months in any of our stores, should you not wish to return to the Canary wharf branch.

Alternatively, it can be redeemed through our Contact Centre on 01293 574 900.

In the event that you would like to accept this offer, please could you confirm the address to which you would like the voucher sent, and I will arrange for it to be dispatched to you.

Once again, I am very sorry that you had a disappointing experience, but I hope that this response reassures you that we value our customers, and take your concerns seriously.

Yours sincerely,

Customer Relations

19th Dec I replied to Evans Cycles with the following:

John

When I sent my complaint I was not sure what response I was expecting.

However, considering I paid £18 for the repair your offer below seems surprising. The fact that it took almost 2 wks to reply is not good either.

Neil.

20th Dec Evans Cycles emailed me the following:

Dear Mr Young,

I apologise for not responding to your original email in a more timely fashion, and that you find my response disappointing.

While, as I indicated in my previous email, I am very sorry that your brake was not correctly adjusted, I do feel that the level of compensation that I have offered is proportionate to the error; to be fair to all our customers Evans Cycles would not be able to increase the level of voucher offered, and I apologise that this does not meet your expectations.

As previously indicated, in the event that you would like to accept the £20.00 voucher, please could you confirm the address to which you would like the voucher sent, and I will arrange for it to be dispatched to you.

Once again, I am very sorry that you have had a disappointing experience, but am glad that you noticed in a timely way, so that you were not injured.

Yours sincerely,

Customer Relations

So, am I being unreasonable to say the way Evans Cycles have handled this is poorly – the cost of a possible accident is £20? A well handled complaint can actually be the best advert for a company. We all make mistakes (although not refitting a brake correctly is a serious one – having processes in place to prevent this should be paramount) but how you respond is a good measure of a company.

Update: I just received (22nd Dec) this email from Evans Cycles. What do you think of their response?

Dear Mr Young,

As part of our internal quality-control procedures, I have reviewed your case with our Community Manager, and while I feel that, as previously indicated, my offer was consistent with what we would normally offer in this type of situation, we both appreciate your extreme disappointment in this regard, especially given the possible consequences of the original error.

Please be assured that, as previously indicated, Mr Jones demands a very high standard of work from his workshop team, and the highly regrettable oversight that occurred in relation to your repair is an incredibly rare lapse on their part; Mr Jones would like to assure you that he has spoken to his workshop manager in order to ensure that correct standards are adhered to in future.

In an effort to move towards a resolution of this issue, and after further consultation, I would be happy to increase the value of the gift voucher offered to £40.00.

In the event that you would like to accept this offer, please could you confirm the address to which you would like the voucher sent, and I will arrange for it to be dispatched to you.

Once again, I am very sorry that this situation arose, but hope that revised offer goes some way to addressing your disappointment in this regard.

Yours sincerely,

Customer Relations

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About Neil Young
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