01/04/2016

Not always riding...

At the beginning of the month my 18 month old Brooks Cambium saddle failed, the saddle hadn't moved in the seat post & was all tight when I went to remove it & it had not been changed in position in 18 months as it was perfectly set up. Thus it is clear to me it had failed after 18 months of use & as it has a 10yr guarantee I thought I better get it replaced under the old sales of goods Act & Distance Selling regulations as they were in operation when I bought the saddle.


Now I aint gonna go into a rant or point fingers & do name calling, I am just going to show the correspondences as screenshots between me & the shop & explain the actions taken.

I contacted Brooks & they requested I go through the shop I bought it from so I did.


And thus started the emails between me & the shop...



Here the shop agrees to replace the saddle...



So after I had emailed & was getting saddle ready, I decided I would return the saddle for a full refund as they weren't going to honour any future warranty. This way I could buy direct from Brooks & said so in a letter that went in box when I returned the saddle.

So after a week from posting the saddle at my expense, I get this email & was not what I was expected.


This annoyed me & responded.


The response wasn't any better than the one before...


Now I am being messed about, no refund, no replacement saddle & suggesting returning the broken saddle after I just paid to send it to them to try do it all over again after Brooks told me to do it through the shop I bought it from. As for the excuse of old pay system, it was PayPal & is a system they still use. So I made it clear I was not happy & I wanted the replacement saddle or refund, no other option.


Then I get accused of abusing the staff as I wasn't accepting their excuses or offer & after a few more emails, left it with me having nothing...




So this is where it was left with the shop, I had tweeted my disgust in Brooks warranty not worth a thing after being messed around & wasted my money & time on this & not ever going to buy them again after this & a previous disappointment of a leather saddle I bought. But Brooks got hold of me in response & we chatted via email & today I got my replacement saddle directly from Brooks. We are still discussing why it happened & see if it is an issue of the seat post or the saddle, once they get to look at the saddle from the shop. I have replaced the seat post as a precaution & Brooks has photos of the old seat post to see if it is that being the issue.


So thank-you Brooks in sorting out something that really was not needed to be dealt like this in this way for a simple warranty. Roadrunner is now back on the road & I'm gonna be taking her out tomorrow.

And as for the shop, if you're wondering who this shop was. Well before I name them I aint saying don't use them yourselves & just leave it to you to decide if you want to or not & no doubt many of you have used them for years without issues tho not sure if any of them have used the warranty of their goods with the shop. But after my experience I will never use Always Riding again!