How to screw up a reputation, and customer relations! An unbelievable true story of Commencal Bicycles
This is a true story of Commencal Bicycles’ way of managing bike warranty issues and customer relationships.
After careful consideration I decided to invest in a Commencal bicycle in the end of April 2010.
After receiving my Commencal Meta 6, I immediately started using my brand new mountain bike, really enjoying it and my decision to purchase it as my latest bike for the coming years. But…
On June 20th 2010 (less than 8 weeks from purchase) I noticed that the frame of my new bike was broken. Until then I had used the bike for less than 30 hours without any serious accidents or tumbles.
I immediately contacted the dealer with a reclamation, and after several e-mails and phone calls, both to the dealer and directly to Commencal Bicycles Company, I finally received a new frame. But no compensation from Commencal Bicycles Company for the costs related to parts changing from the old broken frame to the new one which was done by a professional bike service shop.
This incident caused a breakage of approximately seven weeks in my summer cycling season, which in Finland tends to be the only season for cycling. In addition I ended up using 170 Euros for the exchange of parts to my new frame. I swallowed my pride and accepted the additional costs, because I had my Commencal Meta 6 ready for the next season. But…
As I started using my bicycle, now with the new frame, in the summer of 2011, having cycled for approximately 40 hours, the frame broke again from the same location as previously. Once again I approached the dealer with a reclamation (on the 7th of August 2011).
Today, on the 30th of January 2012, five six after the second reclamation, I haven’t been given any detailed schedule or any kind of plan of when I will receive a new Commencal frame (once again).
I have already sent more than ten e-mails and made several phone calls to the bike dealer, Commencal Bicycles Company and directly to the owner of Commencal Bicycles Company without receiving any kind of plans for a delivery of a new frame to replace the broken one. Only comment, “Do not call me I am busy and I do not care!” Constructive approach!
Commencal Bicycles has promised to send me a new 2012 model frame, but without elaboration on the schedule. And once again Commencal hasn’t promised any kind of compensation for the parts changing costs, or for the time period having had a possibility to use my expensive Commencal Meta mountain bike (8 months without a working bike of the 21 months of ownership).
So based on my experience so far, if you’re interested in purchasing a bicycle as a decoration item, then Commencal cycles might suit you. But if you’re considering on taking it for a ride, I’d really use very careful consideration before purchasing a Commencal bicycle.
It seems to me that Commencal customer retention starategy is;
We at Commencal Bicycles company will do our all so that you don’t want to buy a second bike from us because CUSTOMERS SUCK!
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