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.
A Bike Business for All Walks of Life.
At Cycle Tech UK, we've created a platform that helps independent cycle technicians get found by customers and generate work in their local area.
We are here for greater things. Cycling is not about money, it’s having a proper interest in
life. Being fixated on making wealth is what will kill your bike business fast.
A reflection on 2025 — a positive year for the cycling season, quality bike repairs, e-Bike servicing, and the strength of local cycling communities across the UK.
Over time I’ve seen more walkers, which is ok - good for your health requiring only a pair of walking boots and that's about it. But where are the cyclists? Or should I say the increase in cycling numbers, especially with e-bikes?
The key to successful business; to deliver above and beyond customers expectations. We know this as aftercare. Our network established itself by offering a premium personal service. The delivery of this means CTUK is known for excellent values and customer service, including the industry standard and ‘M-Check’ - Going the extra mile.
Under the sponsorship deal Cycle Tech UK provides both the very latest racing MTB equipment and all the necessary servicing and parts to keep Gab at the front
Cycle Tech requires multiple Cycle Technicians due to national expansion and demand for our exceptional passionate working ethos, which really puts the customer first. There is flexibility in the role to fit around your needs, this is a supportive community and not a restrictive franchise.
Come along and take a free test ride on an electric bike. Guaranteed to make you smile.
Tom rides for Vredestein Basso and covers around 30,000km a year, so he burns his way through components at quite a rate - we've just replaced his big chainring, chain, cassette and brake pads.
It is very important to have your new bicycle built/set-up correctly, for safety reasons, for brakes and gears to work correctly/smoothly and to give you years of enjoyment.
Many bicycles are now brought on the Internet and are delivered in a box.