[font=Times New Roman]Koga no customer service[/font]
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[right][font=Times New Roman]20.02.2006[/font]
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[font=Times New Roman]Dear Sir [/font]
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[font=Times New Roman]I am writing this letter to express a total disappointment with my experience of Koga. [/font]
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[font=Times New Roman]Prior to purchasing the Koga I owned the same bike for 25 years but thought it was time for an upgrade. As such, I looked about and decided I would like the Globetraveller. I asked the local dealer, Edinburgh Bikes, if you would supply one with a Rohloff Hub but was told this was not possible. They did not have any Koga in stock so I drove for 12 hrs to buy one from Herongate Cycles, Essex. [/font]
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[font=Times New Roman]I have had nothing but problems with the bike since I bought it on the 1st of February 2006. On three occasions I have had to take the bike back to Edinburgh Bikes. [/font]
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- [font=Times New Roman]The first time the handle bar and rear wheel where not secure and I was informed how to fix the problem. This was on the 5th or 6th February. As I had not bought the bike off them they where not interested in checking the bike. [/font]
- [font=Times New Roman]I then took the bike back to the shop on the 13th February as the chain had become jammed. I e-mailed you to confirm it would be repaired and checked for safety and to ensure it was covered (under warranty). Edinburgh bikes were not sure they would get paid for the work done. [/font]
- [font=Times New Roman]I collected the bike on the 17th February and took it out for a ride today, 20th of February. I only got a few yards before I had a jammed chain once again. I rang Herongate and they told me it would be covered under warranty and Edinburgh Bikes would do the work under warranty. I took it back to the shop at Newcastle and they have said they would need to contact Koga to find out if you are going to pay them to fix the bike as they had problems with payment for the last work done.[/font]
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[font=Times New Roman]Having read the above you will be able to understand the frustration and dissatisfaction I am feeling. The inconvenience caused by the need for repairs and the length of time these take means I have owned my Globetraveller for four weeks but it will have been in Edinburgh Bikes for two of these. I am not happy and would like a full refund. I intend to revert to my previous bike, which is far more reliable despite its age, as I only have 6 days left of my holidays which have been completely ruined by this experience. As a matter of interest I was told when I bought the bike that I could take it to any Koga dealer for warranty work. I would appreciate clarification on this point, as I have found different.[/font]
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[font=Times New Roman]I anticipate your prompt response either via e-mail at [/font][font=Times New Roman][email hidden][/font][font=Times New Roman] or on my mobile number which is xxxxxxxxxx[/font]
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[font=Times New Roman]Yours truly,[/font]
[font=Times New Roman] Mr L. Lowther[/font]
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[font=Times New Roman]The above letter has not received a reply from customer service dept, the managing director or the UK rep. [/font]
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[font=Times New Roman]I have had conversations with the uk rep but he was rude and unhelpful. He informed me that I bought the bike ‘cheap’ and said ‘now you are going on about it’. The bike is not road worthy what does he expect me to do. He also informed me that the bike would have to be returned to Holland to be checked before we can talk about what we are going to do about the problem. I told him I was not happy about this and all he had to do was ring Edinburgh Bikes where I had been told the bike had chain suck. I have had nothing but problems so just give me my money back. I want a bike now not when you say I can have a road worthy bike. I mentioned taking the matter to court and his reply to this was ‘Go for it’. That was the end of the conversation. I really don’t care that much about the money now it’s the way I have been treated by this company.[/font]
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[font=Times New Roman]I rang Dave at Herongate CyclesEssex who has been great about the whole thing. I told him what was said to me and the non response to my emails (which I was more or less told I was a liar and I had not sent any) he has told me to take the bike back to the shop and he will give me a full refund. I will be going from there to Thorn where you get 100day money back guarantee. I am not a bike buff I just want a bike which I can rely on and keep for another 25yrs. I have had to cancel flights to go back to work and my time off has been ruined by this situation. I have also had a travel to Essex and back once and am now going to Essex then Bridgewater and back to Newcastle. This will involve an over night stay and lost wages. I have not repeated some of the conversations I have had to protect certain people but we shall see where this goes. I have never been involved with any company with this Total lack of customer service please think twice.[/font]
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[font=Times New Roman]I have just returned from the above mentioned 800 mile trip and I have ordered a Raven Tour with Rohloff hub [/font]
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