Wednesday, January 9, 2013

Cheap Cycle parts.com

Warning, Rant follows;
I crashed my bike on December 22, the worst injury is that I had to cancel a trip into Baja scheduled to leave on the next Saturday.

I wanted to get my bike back into riding condition ASAP so I searched for venders who could supply me with the needed parts.
I must say that I've had a lot of positive experiences with many vendors, but my last purchase was anything but happy, here is my story;

I need a right hand foot peg bracket and two other parts for my bike. Cheap cycle parts com http://www.cheapcycleparts.com/
had the lowest price by about 2 bucks.

I go to the DL1000 blow up diagrams and order the three parts after carefully comparing the drawings to the parts on my bike. I was especially careful with the foot peg bracket, checking three times by going from computer to the garage to make certain it was the correct part.

Ok, got the parts ordered, and the Cheap Cycle page confirmation says my shipment will arrive in 7 days or less.

13 days later my package arrives, two of the parts are correct, but the foot peg bracket is wrong. I found out it is wrong by taking it out of the sealed bag and comparing it to the one on my bike. It’s wrong; a little checking reveals it is for the DL650. I then searched the (incorrect) part number on their site and box pops up that tells me “this part also fits the DL1000”. Their system screwed up.

The next morning I call Cheap cycle and get a snotty person on the other end. She refuses to even discuss this problem telling me I need to go to their online return page and handle it that way. Which I do, I tell them I received the wrong part and would like to get the correct one. When I click the send button and another pop up tells me I’ll have a reply in 3 days. 2 days later I get a short and very terse reply to the effect that;

I can return the part, but shipping fees will be at my expense.

They will charge a restocking fee.

If they find the part is undamaged, and in its original package they will refund my money minus the above expenses. (see above where I had to remove the part from the sealed bag to compare with the part on the bike.)

In other words I’m SOL

To recap;

It took 13 days to get the incorrect part

I can ship it back at my expense

I will be charged a restocking fee

I [I]might[/I] get my money back

I won't be using Cheap Cycle parts.com again.

4 comments:

BeemerGirl said...

I'm sorry to hear of your experiences. We have been seeing similar issues with customer service here. Customer service is going by the wayside...along with most peoples desire to actually just do their job and do it well.

Hope you can get the correct part quickly.

bob skoot said...

Ken:

Sorry about your accident and hope that you were not injured, or are healing well . . . and that you get the correct bracket

Hope that the bad start towards 2013 is but a mere blip on the radar

bob
Riding the Wet Coast
My Flickr // My YouTube


RichardM said...

Also sorry to hear of your accident and hope that you escaped without injury. The downward trend in the quality of customer service is disconcerting and seems to be a first world problem. Instead of providing service, support personnel seem to feel that you are bothering them.

Are you just postponing your trip to Baja? I rode my bicycle to Cabo thirty some years ago and had a great time. No problems, wonderful interactions with everyone we met.

Ken said...

Lori - Sad but true. The silver lining I suppose is that those companies that do value customer service stand out even more.

Bob - I did have some injuries, I used my upper lip to break the windscreen and 18 stitches and three weeks later it is healed. Ribs are better, but my foot has torn ligiments and a hairline fracture. I don't bounce nearly as well as I used to.

Richard - Postponing...I hope! I'm thinking March or April if I can swing it. Time will tell.

Thanks to all for reading!!