Pacific Cycle

Dear Revdex.com, We received the consumer complaint regarding a broken GT i-Drive frame that was originally purchased years agoThe consumer referenced attachments, but unfortunately none were included The consumer also references the GT Limited Warranty terms and conditions, but that's not what was offered with his GT i-Drive Race The GT Warranty for full suspension frames extended for a period of 5-years from the date of purchaseProof of purchase was not included, so the assumption based on the model year is that the length of warranty coverage has expired Lastly, Cannondale Sports Group of Wilton, CT is the GT brand owner so this consumer complaint has been forwarded for their consideration Respectfully, [redacted] SrDirector, Customer Service & Sales Support Pacific Cycle, Inc

Pacific Cycle works very hard to make sure its customers are satisfied with both our products and our customer service And we did so here This customer assembled his bike himself, rode the bike without issue for months, and then had an issue with his a pedal that likely originated from the manner in which he had assembled it The issue with the pedal made it impossible for him to continue riding his bike, so Pacific Cycle offered to send him a new bike at no cost However, he had already ordered a new bike, so we did two things: (1) sent him a check reimbursing him for his original bike and (2) arranged for him to go to go to a nearby bike shop, at no charge to him, to have his new bike professionally inspected The customer then complained about the service provided by the bike shop, but the bike shop has been, and remains, willing to work with him to get any issues he has with his new bike resolved According to our information, the customer has chosen not to return to the bike shop The customer’s allegation that Pacific Cycle “foists” unsafe merchandise onto retailers is false All of our bicycles, including this model, are tested to the CPSC Bicycle Safety Standard at a certified 3rd party lab His allegations that Pacific Cycle is attempting to cover something up or is retaliating against him are similarly false We have worked very hard to find a solution that is acceptable to him And we remain willing to do so We would be happy to arrange for the customer to return to the bike shop to resolve any remaining issues with his new bike, at no cost to him

We have reached out to Samuel twice since receiving this complaint We called [redacted] and could not leave a voicemail When he had called previously, he had given us number [redacted] and we contacted him on that number We've left a voicemail and have not received a return call We also sent the requested replacement parts, with the exception of touch up paint He was advised during the call that we do not stock paint, and what could be used from the aftermarket He voiced no complaints at that time, and made no mention of a refund or taking it back to [redacted] .We would be more than happy to contact [redacted] on his behalf to see if they would accept a return and give him a refund It's still within their day return policy, so I'm not quite sure why he states that they won't take it back I can't find this out until he calls back

Initial Business Response /* (1000, 15, 2015/10/27) */
Our international team was handling this and they shipped a replacement bike to the consumerThis issue is resolved
Initial Consumer Rebuttal /* (2000, 17, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the
business.)

This customer's request has been sent to our product claims department. They will be in contact with her

Until the customer reaches out to us, by return call, we are unable to come to any kind of settlement. We have no proof of purchase to begin a refund, if that's the decision that is made. Please call us at ***, and ask for ***. She is the representative who left you the voice mail

Complaint: ***
I am rejecting this response because: I have had two bicycles and both have had defects. All of the replacement parts sent are defective. If they can send me a zero defect mountain bike or a full refund, I will be only be satisfied with one of these resolutions. *** will no longer accept as a return the bike or the parts
Sincerely,
*** ***

Hello, The update for this complaint is below: I have replaced ***’s bike with a different model. Once they receive it, they’ll box up the Stat to be brought back for inspection Thank you, ***

Pacific Cycle works very hard to make sure its customers are satisfied with both our products and our customer service.  And we did so here.  This customer assembled his bike himself, rode the bike without issue for 13 months, and then had an issue with his a pedal that likely originated...

from the manner in which he had assembled it.  The issue with the pedal made it impossible for him to continue riding his bike, so Pacific Cycle offered to send him a new bike at no cost.  However, he had already ordered a new bike, so we did two things:  (1) sent him a check reimbursing him for his original bike and (2) arranged for him to go to go to a nearby bike shop, at no charge to him, to have his new bike professionally inspected.  The customer then complained about the service provided by the bike shop, but the bike shop has been, and remains, willing to work with him to get any issues he has with his new bike resolved.  According to our information, the customer has chosen not to return to the bike shop.       The customer’s allegation that Pacific Cycle “foists” unsafe merchandise onto retailers is false.  All of our bicycles, including this model, are tested to the CPSC 1512 Bicycle Safety Standard at a certified 3rd party lab.  His allegations that Pacific Cycle is attempting to cover something up or is retaliating against him are similarly false.  We have worked very hard to find a solution that is acceptable to him.  And we remain willing to do so.  We would be happy to arrange for the customer to return to the bike shop to resolve any remaining issues with his new bike, at no cost to him.

We have reached out to Samuel twice since receiving this complaint.  We called [redacted] and could not leave a voicemail.  When he had called previously, he had given us number [redacted] and we contacted him on that number.  We've left a voicemail and have not received a return...

call.  We also sent the requested replacement parts, with the exception of touch up paint.  He was advised during the call that we do not stock paint, and what could be used from the aftermarket.  He voiced no complaints at that time, and made no mention of a refund or taking it back to [redacted].We would be more than happy to contact [redacted] on his behalf to see if they would accept a return and give him a refund.  It's still within their 90 day return policy, so I'm not quite sure why he states that they won't take it back.  I can't find this out until he calls back.