Velo Vie Bicycles

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] at VeloVie has offered one resolution to this problem and that is they will do nothing to resolve the problem as this is now my problem I have provided them with the information on the [redacted] wheel problem "***" states I have not done so nor have I discussed this issue with them The reason for this is multiple employees at VeloVie must use the same account and do not communicate with each other I have contacted cycling experts and presented photos of this port and they state the port is 100% generation one Di2, is obsolete, and no longer used This option is not offered on the VeloVie site, was not offered to me, is not on my invoice, and was not requested [redacted] states this is an option but VeloVie retailers state that VeloVie does not offer a Diready frame.Bottle cages are NOT installed on the frames when shipped I have seen six bikes new in the box in the US and here in Korea Mine is the ONLY one with the cages installed upon receipt All others had the cages shipped in the original packaging (cages are optional and sell under the Essor name in the Essor retail packaging) I believe the cages were installed on my frame to hide the port in the frame.The reply from VeloVie states they are met with hostility I can provide the emails I have sent to them Hostility does not seem to be present in written form unless interpreted as such I would have to assume they may do so because they know they sold me an obsolete frame at a cost of nearly $3,and know they would not accept this frame had they made the same purchase I have presented facts and my position on what I want done I initially allowed [redacted] to drive the course to resolution but when he seemed to care nothing about my problem and concern I demanded the frame be switched out and he refuses to do so New details are coming out as I inspect the frame more closely The frame was shipped with a FSA model OS-stem The site states OS-is the optional stem FSA does not make an OS-stem I believe this stem is a reject from FSA or a Chinese copy Spacers used under the stem on my first bike were labeled "FSA" while this bike uses generic spacers.I still want the frame changed out to a standard frame as presented in the written description on their site along with all of the photos on their site Regards, [redacted] ***

We are working with the customer directly to resolve their issues.At this time, the customer has already been in contact with the wheel manufacturer ( [redacted] ) regarding the problem with the wheels.Regarding the bike frame, we will be working with Mr [redacted] directly to come to a resolutionWe understand that the customer does not prefer the Dicompatibility that was included in the frame, however, this is how the frames were manufactured and was part of the most recent production run at the time it was purchasedDuring our initial discussions with Mr***, we did not have any more frames without the ports, so we were unable to set up an exchange as he requestedHowever, we did just recently receive some frames that were manufactured prior to when we added the Dicompatibility ports, and we are checking our inventory to determine if there is a frame in the correct model and size to exchange for Mr***'s original frameThe issue mentioned regarding the stem (manufactured by FSA) was previously resolved in February of this yearThe stem's logo was miss-printed by the manufacturerIt is in fact the correct stem, as was confirmed by the manufacturer.At no time did Velovie attempt to hide or misrepresent our productsAll procedures have been followed as normal, including the installation of bottle cages on the frameWe will be in contact with Mr [redacted] by the end of the business day and we look forward to resolving this as soon as possible.Thank you

At the time this customer purchased their bike (October 2014), the Vitesse frames we had in stock were manufactured with a Diport (used for an optional component upgrade), located in-between the bottle cage boltsThe port is created as part of the manufacturing process and in no way compromises the structural integrity of the frameEven though we do not offer our complete bike builds with Shimano Dicomponents, we do offer the frame on its own and since a lot of our customer base is interested in Di2, we decided to include it on our framesSome frame manufacturers have decided to move the location of the port, however we decided to keep it in its current location on the down tube for ease of maintenanceThis design is compatible with all versions of DiFor customers who will not be using Dielectronic shifting, this port is sealed in order to keep moisture from getting inside the frameIndustry standard to seal this hole is to use a plug or tapeWe opt for tape for a more water tight seal.As advertised, we assemble our bikes to completion prior to shipping, so that the customer only has to attach the whees and can immediately start ridingThe bottle cages were not installed to conceal the port, but rather, they are installed on all bikes that are purchased with bottle cages as standard procedureThe port was not located on this customer’s first Vitesse frame (purchased in July 2014) because the frames were from different production runsThe newer frames were designed and produced with the port in order to use with either standard shifting or electronic shiftingThe customer also received the first Vitesse with no bottle cages installed because no bottle cages were purchased with the bikeWe ship our bikes internationally and always treat all of our customers equally, regardless of their location or statusWe have made every attempt to resolve this customer's complaintsWe are more than happy to facilitate the warranty process with [redacted] Wheels and have made every attempt to do so, but have been met with hostility and an unwillingness when asked for the necessary documentation and informationIf the customer is unable or unwilling to work through the return or replacement process he is also able to work directly with the manufacturer of the item

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] at VeloVie has offered one resolution to this problem and that is they will do nothing to resolve the problem as this is now my problem.  I have provided them with the information on the [redacted] wheel problem.  "[redacted]" states I have not done so nor have I discussed this issue with them.  The reason for this is multiple employees at VeloVie must use the same account and do not communicate with each other.  I have contacted cycling experts and presented photos of this port and they state the port is 100% generation one Di2, is obsolete, and no longer used.  This option is not offered on the VeloVie site, was not offered to me, is not on my invoice, and was not requested.  [redacted] states this is an option but VeloVie retailers state that VeloVie does not offer a Di2 ready frame.Bottle cages are NOT installed on the frames when shipped.  I have seen six bikes new in the box in the US and here in Korea.  Mine is the ONLY one with the cages installed upon receipt.  All others had the cages shipped in the original packaging (cages are optional and sell under the Essor name in the Essor retail packaging).  I believe the cages were installed on my frame to hide the port in the frame.The reply from VeloVie states they are met with hostility.  I can provide the emails I have sent to them.  Hostility does not seem to be present in written form unless interpreted as such.  I would have to assume they may do so because they know they sold me an obsolete frame at a cost of nearly $3,000 and know they would not accept this frame had they made the same purchase.  I have presented facts and my position on what I want done.  I initially allowed [redacted] to drive the course to resolution but when he seemed to care nothing about my problem and concern I demanded the frame be switched out and he refuses to do so.  New details are coming out as I inspect the frame more closely.  The frame was shipped with a FSA model OS-98 stem.  The site states OS-99 is the optional stem.  FSA does not make an OS-98 stem.  I believe this stem is a reject from FSA or a Chinese copy.  Spacers used under the stem on my first bike were labeled "FSA" while this bike uses generic spacers.I still want the frame changed out to a standard frame as presented in the written description on their site along with all of the photos on their site.
Regards,
[redacted]

At the time this customer purchased their bike (October 2014), the Vitesse 400 frames we had in stock were manufactured with a Di2 port (used for an optional component upgrade), located in-between the bottle cage bolts. The port is created as part of the manufacturing process and in no way...

compromises the structural integrity of the frame. Even though we do not offer our complete bike builds with Shimano Di2 components, we do offer the frame on its own and since a lot of our customer base is interested in Di2, we decided to include it on our frames. Some frame manufacturers have decided to move the location of the port, however we decided to keep it in its current location on the down tube for ease of maintenance. This design is compatible with all versions of Di2. For customers who will not be using Di2 electronic shifting, this port is sealed in order to keep moisture from getting inside the frame. Industry standard to seal this hole is to use a plug or tape. We opt for tape for a more water tight seal.As advertised, we assemble our bikes to completion prior to shipping, so that the customer only has to attach the whees and can immediately start riding. The bottle cages were not installed to conceal the port, but rather, they are installed on all bikes that are purchased with bottle cages as standard procedure. The port was not located on this customer’s first Vitesse 400 frame (purchased in July 2014) because the frames were from different production runs. The newer frames were designed and produced with the port in order to use with either standard shifting or electronic shifting. The customer also received the first Vitesse 400 with no bottle cages installed because no bottle cages were purchased with the bike. We ship our bikes internationally and always treat all of our customers equally, regardless of their location or status. We have made every attempt to resolve this customer's complaints. We are more than happy to facilitate the warranty process with [redacted] Wheels and have made every attempt to do so, but have been met with hostility and an unwillingness when asked for the necessary documentation and information. If the customer is unable or unwilling to work through the return or replacement process he is also able to work directly with the manufacturer of the item.

We are working with the customer directly to resolve their issues.At this time, the customer has already been in contact with the wheel manufacturer ([redacted]) regarding the problem with the wheels.Regarding the bike frame, we will be working with Mr. [redacted] directly to come to a resolution. We understand that the customer does not prefer the Di2 compatibility that was included in the frame, however, this is how the frames were manufactured and was part of the most recent production run at the time it was purchased. During our initial discussions with Mr. [redacted], we did not have any more frames without the ports, so we were unable to set up an exchange as he requested. However, we did just recently receive some frames that were manufactured prior to when we added the Di2 compatibility ports, and we are checking our inventory to determine if there is a frame in the correct model and size to exchange for Mr. [redacted]'s original frame. The issue mentioned regarding the stem (manufactured by FSA) was previously resolved in February of this year. The stem's logo was miss-printed by the manufacturer. It is in fact the correct stem, as was confirmed by the manufacturer.At no time did Velovie attempt to hide or misrepresent our products. All procedures have been followed as normal, including the installation of bottle cages on the frame. We will be in contact with Mr. [redacted] by the end of the business day and we look forward to resolving this as soon as possible.Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] at VeloVie has offered one resolution to this problem and that is they will do nothing to resolve the problem as this is now my problem.  I have provided them with the information on the [redacted] wheel problem.  "[redacted]" states I have not done so nor have I discussed this issue with them.  The reason for this is multiple employees at VeloVie must use the same account and do not communicate with each other.  I have contacted cycling experts and presented photos of this port and they state the port is 100% generation one Di2, is obsolete, and no longer used.  This option is not offered on the VeloVie site, was not offered to me, is not on my invoice, and was not requested.  [redacted] states this is an option but VeloVie retailers state that VeloVie does not offer a Di2 ready frame.Bottle cages are NOT installed on the frames when shipped.  I have seen six bikes new in the box in the US and here in Korea.  Mine is the ONLY one with the cages installed upon receipt.  All others had the cages shipped in the original packaging (cages are optional and sell under the Essor name in the Essor retail packaging).  I believe the cages were installed on my frame to hide the port in the frame.The reply from VeloVie states they are met with hostility.  I can provide the emails I have sent to them.  Hostility does not seem to be present in written form unless interpreted as such.  I would have to assume they may do so because they know they sold me an obsolete frame at a cost of nearly $3,000 and know they would not accept this frame had they made the same purchase.  I have presented facts and my position on what I want done.  I initially allowed [redacted] to drive the course to resolution but when he seemed to care nothing about my problem and concern I demanded the frame be switched out and he refuses to do so.  New details are coming out as I inspect the frame more closely.  The frame was shipped with a FSA model OS-98 stem.  The site states OS-99 is the optional stem.  FSA does not make an OS-98 stem.  I believe this stem is a reject from FSA or a Chinese copy.  Spacers used under the stem on my first bike were labeled "FSA" while this bike uses generic spacers.I still want the frame changed out to a standard frame as presented in the written description on their site along with all of the photos on their site.

Regards,

We are working with the customer directly to resolve their issues.At this time, the customer has already been in contact with the wheel manufacturer ([redacted]) regarding the problem with the wheels.Regarding the bike frame, we will be working with Mr. [redacted] directly to come to a resolution. We understand that the customer does not prefer the Di2 compatibility that was included in the frame, however, this is how the frames were manufactured and was part of the most recent production run at the time it was purchased. During our initial discussions with Mr. [redacted], we did not have any more frames without the ports, so we were unable to set up an exchange as he requested. However, we did just recently receive some frames that were manufactured prior to when we added the Di2 compatibility ports, and we are checking our inventory to determine if there is a frame in the correct model and size to exchange for Mr. [redacted]'s original frame. The issue mentioned regarding the stem (manufactured by FSA) was previously resolved in February of this year. The stem's logo was miss-printed by the manufacturer. It is in fact the correct stem, as was confirmed by the manufacturer.At no time did Velovie attempt to hide or misrepresent our products. All procedures have been followed as normal, including the installation of bottle cages on the frame. We will be in contact with Mr. [redacted] by the end of the business day and we look forward to resolving this as soon as possible.Thank you.

At the time this customer purchased their bike (October 2014), the Vitesse 400 frames we had in stock were manufactured with a Di2 port (used for an optional component upgrade), located in-between the bottle cage bolts. The port is created as part of the manufacturing process and in no way...

compromises the structural integrity of the frame. Even though we do not offer our complete bike builds with Shimano Di2 components, we do offer the frame on its own and since a lot of our customer base is interested in Di2, we decided to include it on our frames. Some frame manufacturers have decided to move the location of the port, however we decided to keep it in its current location on the down tube for ease of maintenance. This design is compatible with all versions of Di2. For customers who will not be using Di2 electronic shifting, this port is sealed in order to keep moisture from getting inside the frame. Industry standard to seal this hole is to use a plug or tape. We opt for tape for a more water tight seal.As advertised, we assemble our bikes to completion prior to shipping, so that the customer only has to attach the whees and can immediately start riding. The bottle cages were not installed to conceal the port, but rather, they are installed on all bikes that are purchased with bottle cages as standard procedure. The port was not located on this customer’s first Vitesse 400 frame (purchased in July 2014) because the frames were from different production runs. The newer frames were designed and produced with the port in order to use with either standard shifting or electronic shifting. The customer also received the first Vitesse 400 with no bottle cages installed because no bottle cages were purchased with the bike. We ship our bikes internationally and always treat all of our customers equally, regardless of their location or status. We have made every attempt to resolve this customer's complaints. We are more than happy to facilitate the warranty process with [redacted] Wheels and have made every attempt to do so, but have been met with hostility and an unwillingness when asked for the necessary documentation and information. If the customer is unable or unwilling to work through the return or replacement process he is also able to work directly with the manufacturer of the item.