Advice please - complaining about Halfords bike fault.

[Sara_H]

We bought my son a Carerra Zelos Junior in December for his birthday. Other than a few test rides he's not used it much - was planned more as a summer rides out bike than his general knocking about bike.

Anyway, from the word go it was clear that the leaver for changing the gears was really stiff, son can't move it, and I struggle to. But one thing and another meant that his dad didn't get around to taking it to the store until last week. They've said there's nothing wrong with it.

I was going to just take to my LBS, but then though "why should I?" and am planning to go back to Halfords myself next week (I should be starting to brew a bit of PMT by then when I tend to be a bit more forceful!).

Any tips for a successful outcome? I'm presuming it's too late to demand a refund if they can't fix it?

 

[MontyVeda]

if it's too stiff for your lad to change gear... I'd be standing my ground demanding a full refund if they refuse to remedy the problem.... but it might just need a quick squirt of GT-85 or similar, which you can try at home.

 

[Sara_H]

if it's too stiff for your lad to change gear... I'd be standing my ground demanding a full refund if they refuse to remedy the problem.... but it might just need a quick squirt of GT-85 or similar, which you can try at home.

His dad is going to bring up to my house so I can take it back to Hafords and be a bit more forceful, so I'll give it a go with the GT-85 before I take it.
It's a shame, cos the bike (if it were in good working order) is a good bike for the price. Seems that it's customer service that lets Halfords down more often than not.

 

[Roadrider48]

It's under warranty. Just back it and tell them to fix it.

 

[Brandane]

If they maintain that there is nothing wrong with it, then I would have thought that you are entitled to a refund on the grounds that the bike is not fit for purpose.
Surely a youths bicycle should be equipped with gears that can be operated by a youth!

 

[maltloaf]

I complained about halfords via email and got sent a £10 voucher.

Worth doing after your problem is resolved.

 

[L14M]

I've been to halfords multiple times with my zelos 51cm. I just decided that the 2 shops i visited were bad so did it my self! Sounds like cable tension to me. In fact it sounds like its not even been set up correctly!

 

[maltloaf]

I would be checking the lever by disconnecting the cable at the mech end then seeing if it feels ok clicking through the gears. If it's still stiff it's either the shifter or the cable. If ok, check the mech h/l limits with the cable still disconnected then attach the cable with the shifter in the highest gear. Pull it tight with pliers whilst nipping up the nut, then retest and adjust.

The monkeys in Halfords are just that, monkeys. You get the odd great one but they are few and far apart.

 

[Brandane]

I would be checking the lever by disconnecting the cable at the mech end then seeing if it feels ok clicking through the gears. If it's still stiff it's either the shifter or the cable. If ok, check the mech h/l limits with the cable still disconnected then attach the cable with the shifter in the highest gear. Pull it tight with pliers whilst nipping up the nut, then retest and adjust.

The monkeys in Halfords are just that, monkeys. You get the odd great one but they are few and far apart.

That's a good point, and reminds me of another possibility. Don't ask me how I know this (as it ultimately broke my left hand Tiagra shifter - £££ to replace), but the person who built the bike might have wrongly routed the front derailleur cable (assuming problem is left shifter).
I once did this and the shifting was very stiff. Cable was routed to the wrong side of the front derailleur mech., thereby not getting the required leverage to move the derailleur properly. Sadly I used brute force once too often......

 

[fossyant]

The bikes can tend to be stored for some time before sale. I had to remove and regrease my daughters rear disk cable on her Carrera Luna when I bought it.

 

[Easytigers]

I had an awful time with the bike I bought from Halfords...it was in the shop more than I rode it and I spent soooo much on petrol ferrying it there and back that in hindsight I could have bought a more expensive one in the first place. Bike cost just under £300 but the store manager said that at that price and with the components that it had then there was no way to get the gears shifting properly!!! I wasn't best pleased and contacted head office but they didn't really do anything...never been back since

 

[Sillyoldman]

I had an awful time with the bike I bought from Halfords...it was in the shop more than I rode it and I spent soooo much on petrol ferrying it there and back that in hindsight I could have bought a more expensive one in the first place. Bike cost just under £300 but the store manager said that at that price and with the components that it had then there was no way to get the gears shifting properly!!! I wasn't best pleased and contacted head office but they didn't really do anything...never been back since

Jeeze. Thank goodness they don't sell aeroplanes!

 

[classic33]

I'd not be touching or adjusting anything on the bike. They can turn round and say it was whatever you've done to it thats caused the problem.
I'm assuming at this point that you're intending to claim back a full refund.