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“Bikesdirect bike wheels way out of true.”

2/15/16

Bought a 2nd bike from bikes direct, Transaction ID: 88Y*******G*******. The wheels were significantly out of true. Was told in email basicaly that is just the way it is. I was helped by telling me to fix the wheels my self or pay someone else to do the job. Even a crappy Huffy bike from Kmart has truer wheels. Not satisfied.

In response to Mike, I'm not so dumb, the wheels left the factory in a very bad state of trueness and shipping had nothing at all to do with what I got. So after I spend a couple of hours putting together and fixing another flaw (a mis-aligned crank arm, brake pads not even close to alignment) I'm supposed to spend more time and effort to ship the bike back? Or are you trying to tell me that it is standard practice for bike wheels to leave the factory a mess? Granted the bike was a low end model but I just can't believe it is standard practice for wheels to come off the factory floor way out of true even for bottom of the line bikes? I don't buy it. Thanks for nothing.

In response to your responce, I sent you guys an email and you basically told me to pound sand. Why did I need to respond to that? In the email I was given a load about how shipping likely caused my problem, not that dumb. I clearly got a bad set of wheels, guess that happens on the factory floor from time to time. If you would like to help then please offer to send me a replacement set of wheels anything short of that will not satisfy me. Good day.

Update, video of wheel rotating can be seen in the following link,

http://bikesdirect.pissedconsumer.com/my-bikesdirect-bike-wheels-way-out-of-true**************.html?hash=16f4c9fb07ceea7231e70c*******a14af&nocache=1

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Thank you

mike s. – BikesDirect Rep Over a year old

Hi - we sincerely apologize you are not satisfied. We sell thousands of bikes and 99% result in happy customers. It seems you may have gotten the rare one with a few issues likely due to rough shipping.

We would like for you to be happy - Please email bd4servicecenter@aol.com and we can get you taken care of asap.

We strive and give very good customer service as one can see in the reviews below.

We will strive to be more clear in our emails as this customer did not understand our email to them.
In fact, they did not reply to it as of yesterday afternoon.

Thus, we never got the chance to resolve the issue / provide customer service.

In that email sent by our service department bd4servicecenter@aol.com we:

1) offered to replace the wheels if damaged beyond normal truing. This would be done at no additional costs to customers within 30 days of purchase.
(applicable only to issues found upon delivery)

2) offered a refund or exchange with return of the whole bike per our policy of satisfaction guaranteed. See site for details:)

This is the email to which we never got a reply:

Hello,
I'll be glad to help you with this. It sounds like your wheels may just need to be trued, which is not uncommon on a new bike right out of the shipping box. Please understand though that all bikes will need some degree of wheel truing since they ship directly from the factory over thousands of miles.

Simple wheel truing is all part of the standard assembly when you (customer or bike shop dealer) take a bike out of a box that is shipped directly from the factory. (and thus get the factory near wholesale comparable pricing).

http://www.parktool.com/repair/readhowto.asp?id=81

If you are uncomfortable or unable to true the wheel yourself I highly recommend having a bike shop do it for you so that you'll know that all of your spokes have been properly tensioned. If a bike shop deems that the wheel is too damaged and cannot be fixed by truing it, please send me a couple of pictures (or even better, a video) of the wheel so I can see the damage and better assist you with this.

Thanks.

Larry at bikes direct