Buying a new bicycle online.
martin wilkins • July 9, 2020
With the high demand in cycling since the lockdown, Cycle Tech UK is seeing many new bikes not being assembled correctly and customers blaming the online outlet for not setting up their bike properly. In some cases asking for their money back.
These bikes come delivered in a box ‘flat packed’ many people are not aware their bike needs a competent mechanic, to assemble and setup using the correct tools.
Some of the common issues:
- Pedals cross-threaded
- Steam bolts lose
- Damaged derailleurs and hangers
As there has been a shortage of new bicycles in the UK, many customers are now buying from Europe. Which brings a new serious issue. The brakes are the wrong way round for UK roads. Even experienced cyclists don’t know they are riding a death trap. The UK regulations are that the right-hand brake lever operates the front brake. This is when turning right with a hand signal to let other road users know what you are intending to do and if you need to stop suddenly and you have your left hand covering the brake lever that operates the rear brake and not the front as this will cause you to go over the handlebars and into onward traffic.
E-bikes from Europe can also mean an e-bike that goes faster than 15.5 mph and has the use of a throttle that overrides the pedal assistance that is not allowed since 2016 in the UK.
The customer only becomes aware when they call a mechanic with issues with their new bike. The bike industry states that all new bicycles require a pre-delivery inspection PDI and a 30-day first service.
A 30-day first service is normally free when buying from a bike shop. As buying online is not only convenient, it means buying at a discount and the 30 days service is not free. Having the 30-day service is not a substitute for a PDI or a full service after one year.
Who is liable? The customer is entitled to a 30-day money-back guarantee. Subject to not being ridden and repacked as unopened. Do see the T&C’s before buying online and what support (After sales care) is available.
If the bike was never PDI’d (Assembled and set up correctly) It would be up to the online shop if they are going to cover any costs. If the bike was never checked by a mechanic and no 1st service carried out, it could mean the warranty is void.
Other issues is when the owner has a go, trying to fix the issue and making it much worse. This is where a PDI and a first service reduces any issues and returns.
Cycle Tech UK is advising cyclists to have a home visit when their new bike arrives to have it set up and explain how everything works. Cycle Tech UK also can arrange the fist service to make sure everything is running smooth, items like cables, crank bolts and steering require adjustments at 30 days.
Do keep a service record for any warranty issues and ask for the PDI check sheet.
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