Fri BikeShop

købt 25/4 2015

I ordered a children's bike from fribikeshop.dk in January for child who's outgrown his current bike, because the bike was 23% off. The bike was only available online but had to be picked up in one of the shops. I got a call the next working day from the shop I had chosen for pickup that the bike was not in stock.

This would have ended with dissatisfaction, and the bike should really not have been listed on the website if it was not available.

HOWEVER, the shop itself (Thorvaldsensgade in Aarhus) and the employee I taked to (Jacob) left me extremely satisfied in the end. They offered a slightly better bike in the same size, for a similar discount on the price (so I did have to pay the difference in prices, which was 200 kr). The bike was ready for pickup in the store two days later. Picking it up was simple, and the staff was very helpful. I felt that they had actually gone out of their way to make me a happy customer, and I appreciate that.

I have just purchased my second Cube MTB from the Farum shop in January after my first bike was stolen. Great helpful service with the purchase and after my chain broke and was lost they replaced it free of charge while I waited (Tutsind tak Jim).

Also recommend the Farum shop to 3 of my co-workers/friends who all ended up buying new MTBs from them (2 Cubes & 1 Scott) and are also very happy with the service.
Mvh
Jim

I have brought a new bike (that I have bought online from another store) to Fri BikeShop store service (Hvidovre) for extra check, adjustments, oiling if needed, etc. Paid 499 kr for the A-Z service, which included tightening bolts. On my way home after the service, I realized that steering handlebar was not holding tight, had to tighten it myself at home... Has the bike got the proper check? Was it easy money to them and waste of money for me?

Hos Fri Bike Shop på Middelfartvej i Odense er de utroligt flinke, der handler jeg altid. Hos den butik på Tagdækkervej kommer jeg ikke mere. De er forfærdelige.

So good you can pay with 1000dkk a month for a brand New electric bike

Ordered a bike model, and then had to wait a few days so that I could be told I won't be getting it at all, because they don't have it. How the hell could I buy/order it then? No options were given to me, nor did I receive an expected timeframe for when the model could come back in stock. The employees I had contact with were pretty much not interested in my money, so of course I took it somewhere else, where people were interested in helping me out with what I was looking for.

I bought what I thought was a high-quality e-bike for 21,000 kr. from Fri Bikeshop (Sct. Nicolausgade 7, Aarhus) in April 2018. The service I got was very friendly and at first I was very happy with my purchase.

The first problems started after I got it back from the first scheduled “eftersyn” in August the same year, as the right pedal started to make a squeaky noise when riding the bike. The e-bike is my only means of transportation and I need it every day to go to work, so it took me a while to react to the noise, as otherwise the bike seemed to be running fine. Finally I took it back to the shop in October and the mechanic noticed that the bolts used to mount the motor (and the pedal) had come almost completely loose, because they were too short – which no one had noticed before then, even though the bike had supposedly been checked before it was handed over to me to begin with, and it had also had its first “eftersyn” two months earlier. He ordered longer ones from the manufacturer and they were replaced as a warranty claim free of charge.

However, the noise returned a few weeks after and eventually the right pedal started feeling loose, so I took the bike in again in November. The bolts were tightened and for a time, the bike worked fine. Unfortunately the pedal started feeling loose again after a while, so in January I took the bike in. The same pattern repeated itself – bolts were tightened and I got the bike back. In the last days of March I took the bike in for its yearly “eftersyn” as scheduled, and I mentioned that the pedal felt loose again. When I got it back, I was just told that they had not discovered anything wrong with the bike and the pedal was not mentioned. I assumed that meant they had tightened it, but it didn’t take long before I noticed that it felt loose again.

By this point I was pretty tired of the whole thing, because it felt unreasonable to me that such an expensive bike would need maintenance every two months for the same problem, and it was difficult to find the time to be without the bike, since I needed it every day for commuting. I figured if the problem got significantly worse, I’d take the bike back in, but until then, I’d just put up with the loose pedal, since they had just checked the entire bike as part of the yearly “eftersyn”, so if something was really wrong, surely they would have noticed it.

At the start of June I finally took the bike back in because of the loose pedal. The mechanic tightened it while I waited, so this time I got the bike back immediately. I started to ride it to go back home, and immediately discovered that the bike would ride itself and wouldn’t stop until I turned the power off completely. I turned back and took it back to the shop, explained the problem, the mechanic rode the bike himself to fully understand what was wrong, and we both agreed that this certainly shouldn’t be happening. He suspected there was something wrong with the sensor that is supposed to detect whether the rider is pedaling or not, and that the motor might need to be replaced altogether. I was horrified, since the bike was only a bit over a year old, and I had never had problems with the motor before, just the pedal.

He contacted the manufacturer and then told me that it wasn’t the motor after all, but the pedal (the "kranksæt") was broken and needed to be replaced. He ordered the replacement part from the manufacturer and I got the bike back a week later. Before I took it back, I asked him if he had tested it, and he confirmed that he had, and that everything should be fine now. The repairs were treated as a warranty claim free of charge.

Three weeks after I got the bike back, it broke down on my way to work. At first I thought the chain had come loose, but since it’s closed inside a casing, I couldn’t actually see the problem. Whatever it was, the bike could not be used at all, so I walked the rest of the way. My workplace is about 7 km from the city centre and the bike shop, and I don’t have a car, so I had to contact another repair service (Easy-Bike) to come and fix it, as they could come to my workplace. This new mechanic found that a part had broken off inside the bike, which should not happen if it was mounted correctly. He charged me 490 kr. for the new part and the work he did and suggested I should have a chat with the bike shop that had conducted the previous repairs, because he felt that either they had installed a faulty part, or worse, they had installed it wrong.

I did that today, showed the broken part, explained the situation to the best of my ability and asked for the 490 kr. to be refunded to me, because I feel I shouldn't have had to pay it in the first place. In return I was told that since I didn’t bring the bike to Fri Bikeshop to have it fixed, there was nothing they could do. The person I talked to was friendly and polite (and called his manager when asked to), but could or would not help me.

Now, I understand company policy, and if you’re going to make a complaint, you should allow the company to try to solve the problem themselves, which is what I had done all the other times. However, this time that was not an option for me. I had no reasonable way to transport the bike from my workplace to the city centre, and Fri Bikeshop doesn’t offer a retrieval service. In addition to that, Fri Bikeshop had altogether 4 opportunities to fix the underlying issue, but they failed every single time, as the problem just came back. It would seem replacing the pedal finally did the trick, but then something else went wrong (whether it was a faulty part or an incompetent installation, I will never know). From a customer point of view, this does not amount to good service. Friendly, yes, absolutely. Just not competent.

I don't know how to fix a bike. I'm happy to pay for professionals to do that for me, and I don't quibble over fees - if the service is good, I will gladly pay for it. However, when I do pay for a specialised service (or get it free of charge due to warranty), I expect to actually have my problems solved. To me, that is the most basic requirement one can have for a service provider. I think Fri Bikeshop's personnel did their best, and if this latest incident had been the first problem I had with the bike, I wouldn't have thought anything of it. But it wasn't the first problem, or even second or third. And that to me says something other than "bad luck". The bottom line is, if I can't trust them to identify the actual problem and solve it competently, I don't want to be their customer.

I paid for “livstidsservice” when I bought the bike, so I guess I’ll keep taking my bike in for small adjustments that are covered by the policy when those are needed, but for the big things, I think I’ll use the excellent service offered by Easy-Bike instead, since they can come to me and right now, for the first time in almost a year, my bike runs smooth as silk.

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