I have mentioned several times in several places that I’ve had issues with the bike I bought for commuting, the Genesis Day01 Alfine. I thought I was buying a bike which would be easy to maintain, it had hub gears and a thick chain which would be easy to clean and disc brakes for better braking in the wet and they don’t need much tweaking.
It turned out that the bike didn’t quite live up to expectations. I tried to work around the issues, fix them my self and on several occasions took the bike to a bicycle shop for them to fix it.
Unfortunately the bike turned out to be a nightmare. The issues continued and seemed to be unfixable. Or at least it would appear to be so after 7 visits to a bike store in less than 6 months.
The main issues where with the brakes. They needed constant adjustment, every 50 miles, to be kept at a point where i could actually stop if i needed to. The rear brake had an issue where the caliper would make a clicking sound and then the pads would release from the rotor and I would not be able to brake any more. Very disconcerting and I would not want that to happen to the front brake!
I had a few niggles with the Versa shifter as well. The barrel adjuster is very easy to flick without you noticing. Do it several times and the gears are all messed up. Which means when you set off the gear might change and the freewheel will basically be on for a few nanosecond whilst the gear changes, this however is not good when you are setting off and putting nearly all your body weight onto one pedal. It resulted in a few sprained ankles!!
Unlike other drop bar gear changing system I have used, it isn’t possible to change down a gear whilst braking. There is a very small lever which you change down with but it’s not possible to hit that whilst braking. Not a massive deal as you can change gear when stopped but add that to the issue with the barrel adjuster and it’s just a pain!
So a few weeks ago I wrote a letter to the Evans store I bought it from, explaining the issues I had and what had been done about them and what hadn’t worked etc. I put in the letter that I would like to return the bicycle to them because the bicycle is not fit for purpose under the sales of goods act. I also copied in the head office, the letter was passed onto customer services the same day and I got an e-mail from them, letting me know they where looking into it.
A few days letter I had booked one of my other bicycles in for a service at Evans West End and normally when the bicycle is ready to be picked up they give me a ring. But this time they e-mailed me. I had never given that store or any of the others my e-mail address. I had put it in my letter. So clearly they have a database of your details, and every time you make a purchase in store over £50 they ask for your postcode and name.
I didn’t think it would be easy for them to decide on whether to take the bike back from me and refund me the money. But a few days later I got an e-mail from customer services explaining to me that they would refund me the full amount paid (including accessories like; pedals, mudguards and tyres) and they would send the bike off for inspection.
I suspect that them being able to see how much I have spent with them in the past had something to do with it. Evans is a chain of shops I use regularly out of connivence, I’ve always had good service and I suspect the issues I have had have been down to a fault which is unexplainable.
I’ve been without the bike for a week now. And when I spoke to the manager of the store that I bought it from, he said that they (Evans) tried to contact Genesis about the issues. I laughed as I suspected what was coming. He said that they where completely uninterested in the issue and wouldn’t even look at it. It’s supposedly being sent to Madison (which owns Genesis) for them to review.
I’m aware that others have had issues with the brakes on the Genesis Day01 Alfine, I think that most of those have been reports of the front fork shuddering whilst braking which can be fixed with some spacers on the caliper to position the pad over the rotor properly. But if anyone has an issue like mine, I strongly suggest thinking about following a similar line of action.
I’m not going to let this affect my ‘relationship’ with Evans, I will certainly continue to use them but I won’t recommend getting a bike made by Genesis, their customer service is poor! Which is a real shame for a British company!
I am now looking for a new bike. A single speed / fixed wheel bike with the ability to take full guards and a rack. Currently got my eyes on the Pearson Touche and the Condor Tempo. I did ask on twitter if anyone had any ideas about a frame which meets my requirements and the following were suggested by several people; Cotic Roadrat, On-One Pompino and Kinesis Decade Convert 2. Unfortunately they didn’t quite meet my requirements or the frame isn’t geometry isn’t what I’m looking for but thanks to those who suggested some bikes 🙂