Hi again guys,
Please let's not turn this thread into a flame with
Evans, as this was not my intention.
For those of us that work similar jobs like Michele does, we know well that customer care reflects management. I have no problem with the agents that I spoke with as I think they cannot do much more (100 quid off and try to convince the customer that that was a new bike etc). For me this was a first, I have never experienced (and i buy A LOT online) such a poor case solving not even from
Ebay stores located in Asia where i expect worst customer care.
Most of the people have enough understanding and knowledge to judge the state of the bike and whether this is damage from transit or not, so I think everybody can reach their own conclusions from the pictures I have provided.
I would have never accepted a financial loss from such a transaction, not in 1 million years, and if I did, I would have made it my mission to make use of internet to tell about it to everybody that might get in the same position at some point. I did not return the bike cause I did not like the color or the size or whatever (in which case I would happily pay the post both ways and the currency exchange) so I do not understand why anyone would expect me to take even 1 pound of loss now. I am now after all this fuss where i started financially and with no bike after 1 whole month since I placed the initial order.
Most of the companies would probably have issued a voucher for the next purchase (10% off or something) just to make the customer happy**. I would not have used it (most probably) as I have decided I will not buy from Evans ever again, but I would have appreciated the gesture. It is the easiest and cheapest way to show some good will. Take that as my suggestion for improvements Michele.
PS. I would really like to know where the bike will end, if it will be sent to another customer as new or if it will go to the soiled bikes section. If the latter is the case, I would like to know why I was not offered that option to begin with and you had to take all these costs and I had to stay without a bike for 1 month. If the first is the case I have no comments.
** I have only complained twice online (third being Evans) and both issued a voucher for the next purchase also after they resolved the issue.