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Discussion Starter · #1 ·
Koga no customer service


20.02.2006
Dear Sir

I am writing this letter to express a total disappointment with my experience of Koga.

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.

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.

· 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.
· 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.
· 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.

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.

I anticipate your prompt response either via e-mail at [email protected] or on my mobile number which is xxxxxxxxxx

Yours truly,
Mr L. Lowther
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The above letter has not received a reply from customer service dept, the managing director or the UK rep.

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.

I rang Dave at Herongate Cycles Essex 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.

I have just returned from the above mentioned 800 mile trip and I have ordered a Raven Tour with Rohloff hub
 

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Resident Dutchbag
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Write a letter of complaint straight to the headquarters in which you state what troubles you have had with customer support in the UK, I'm sure they will come up with something. Here's the adress: KOGA B.V. Postbus 167 8440 AD Heerenveen The Netherlands.
 

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Deliciously Ironic
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This is not a warranty issue

It is bad mechanic work at the shop where you bought it. I am assuming that it was they who assembled the bike.

I commend you for driving 12 hours (!) to get this bike, but the blame must rest with Herongate in Essex. Take that bike back and get your money back - that guy Dave may be being nice to you, but he's just covering his ass. Tell Dave that he has to pay to ship the bike from you to him, and not deduct it from your refund. Or at least cover your fuel and mileage costs for all that driving.

The rep has been a bit nasty to you, I agree, but I hope he gives the Herongate guys a good talking to. Their poor skills put you in a lot of danger, and is making Koga look like the bad guy.
 

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Rollo Tommassi said:
It is bad mechanic work at the shop where you bought it. I am assuming that it was they who assembled the bike.

I commend you for driving 12 hours (!) to get this bike, but the blame must rest with Herongate in Essex. Take that bike back and get your money back - that guy Dave may be being nice to you, but he's just covering his ass. Tell Dave that he has to pay to ship the bike from you to him, and not deduct it from your refund. Or at least cover your fuel and mileage costs for all that driving.

The rep has been a bit nasty to you, I agree, but I hope he gives the Herongate guys a good talking to. Their poor skills put you in a lot of danger, and is making Koga look like the bad guy.
Exactly. The OP also posted over at cyclingforums.com . Bikes don't leave the factories perfectly adjusted. That's why God created bike mechanics or bike owners that know a bit about adjusting such things.
 

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Discussion Starter · #5 ·
Globetraverller

alienator said:
Exactly. The OP also posted over at cyclingforums.com . Bikes don't leave the factories perfectly adjusted. That's why God created bike mechanics or bike owners that know a bit about adjusting such things.
Please remember I had the bike back to koga dealer for repair and when I went for a ride, I had the same problem. The problem seems to be the company not wanting anything to do with it. Are you suggesting I buy and replace problem parts on a new bike which was days old.
 

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mangonui said:
Please remember I had the bike back to koga dealer for repair and when I went for a ride, I had the same problem. The problem seems to be the company not wanting anything to do with it. Are you suggesting I buy and replace problem parts on a new bike which was days old.
I'm suggesting that there's probably nothing "defective" on the bike. I'm suggesting that you find a better LBS, if the current LBS hasn't solved your minor issues. Again, it just sounds like adjustment issues. It certainly doesn't sound like something to confront Koga about.

Bikes have to be assembled once they arrive at the LBS from the manufacturer. It's not a like a car.
 

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mangonui said:
Please remember I had the bike back to koga dealer for repair and when I went for a ride, I had the same problem. The problem seems to be the company not wanting anything to do with it. Are you suggesting I buy and replace problem parts on a new bike which was days old.
The LBS should have had a test ride on it, and be able to tell you what they found. If they find something then you know what it is, even if they can or can not fix it. If they can't find anything wrong with it, maby you are doing something strange.

At any rate a mechanic should be able to tell you what is wrong, and why it should be returned to Koga.
 
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