Time Sport
Posted: Tue May 22, 2012 11:19 am
Edit: I posted the emails below in frustration. I had visited a couple of dealers and phoned the distributor to try and get my pedals fixed with no joy. It was pointed out that I had been an idiot, so see my apology below.
I've just re-ordered the emails and anonymised so you can judge for yourself.
_____________________________________________________________________
De : Contact TIMESPORT
Envoyé : mardi 22 mai 2012 09:39
À : Mxxxx Txxx
Objet : TR: Time pedal repair
De : Xxxxxxxx Xxxxxxxxxxxxx
Envoyé : lundi 21 mai 2012 17:42
À : Contact TIMESPORT
Objet : Time pedal repair
Hi,
My Time RXS Titan pedal axle has 2mm axial play. From new it had about 0.5mm play (more than the other) and this has gradually got worse. Can I send it to you for repair? I would prefer to send it direct as it will otherwise take months via dealers, distributors etc…
Please let me know the address to send it to.
Thanks,
Axxxxxx
________________________________________________________________________
From: Mxxxxx Txxx
Sent: 22 May 2012 09:47
To: Contact TIMESPORT
Cc: Axxxx, xxxxx
Subject: RE: Time pedal repair
Dear Axxxx,
All our pedals are guaranteed 2 years .
If it’s case, find on our website the nearest TIME reatiler from you. Don’t forget your copy of the invoice to validate the warranty.
Best Regards
Mxxx Txxxx
Responsable SAV Export
Time Sport
2, avenue Blaise Pascal
38090 VAULX - MILIEU
Tél : xxxx
http://www.Time-Sport.com" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false;
_______________________________________________________________
De : Xxxxxxxxxxx
Envoyé : mardi 22 mai 2012 10:22
À : Mxxxx Txxxxx; Contact TIMESPORT
Cc : service@timesportusa.com
Objet : RE: Time pedal repair
Mxxxxx,
Please answer my question: CAN I SEND THE PEDAL TO YOU TO GET IT REPAIRED? IF SO, WHAT IS THE RIGHT ADDRESS?
Regarding warranty, I no longer have a receipt and it’s probably outside the 2 year warranty period anyway. I am surprised that you mention a 24 month warranty on pedals as your website here http://www.time-sport.com/sav-et-faq.0.22.0.0.html" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false; mentions a 12 month warranty.
Anyway, as I wrote in my original email, I prefer not to send it via some dealer as I will need to make a special trip to the shop, they will roll their eyes and tell me that I did not buy the part from them, then after some discussion they will take a week to send it to the distributor, then they will take a week to send it to you, and then the same on the way back… And each step in the chain needs to make a profit, not to mention the cost to the environment for multiple postages and my car journey to a shop, making the whole thing horribly expensive and time consuming for what should be a cheap and simple repair. Perhaps a simpler solution might be for you provide dealers with a service kit to replace Time pedal bearings? This would make life easier for everyone, and allow me to get my pedals fixed on the spot.
Secondly I’d like to inform you that your website DOES NOT SHOW DEALERS, neither in Switzerland, where I live, nor in UK where I used to live. Your website here http://www.time-sport.com/distribution.4.0.0.0.html" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false; only shows dealers in France, Spain and US, which is not helpful. When I was based in the UK a few months ago, I did contact your distributor, Chicken Cycles to ask them to help, but they did not know how to fix your pedals and would not help.
On my search for help I did have a look around your website as well, and I have to say that it could be improved in many areas. For example, I cannot easily understand what each bike in the model range offers, and why each one is different. Nor can I see where to buy one, or approximately how much it costs. Clearly people can’t and won’t buy your products if these basics aren’t clear.
Please help me sort this out, otherwise I will get rid of my 6 pairs of Time pedals, buy Look or Shimano instead, and recommend others on the Internet forums I frequent to do the same.
Best,
Axxxxx
__________________________________________________________________________________
From: Mxxxx Txxxx
Sent: 22 May 2012 11:36
To: Xxxxxx Axxxx
Subject: RE: Time pedal repair
Hello Axxxxx,
Would you please contact EXTRA UK LTD, LONDON; 207 431 64 43, Chris Walker is my interlocutor, Extra is our new UK distributor.
Which can’t nothing for you if your pedals have more than two years. ( I confirm two years of warranty)
Best Regards
Mxxx Txxxx
Responsable SAV Export
Time Sport
2, avenue Blaise Pascal
38090 VAULX - MILIEU
Tél : xxxx
http://www.Time-Sport.com" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false;
________________________________________________________________________________________
Mxxxx.
Si l’Anglais n’est pas clair, pourriez-vous utilizer Google translate, avant d’ecrire un email ?
If English isn't clear, please use Google translate before writing an email.
J’habite à Zurich, pas en Angleterre. Le numero qui vous m’avez donne n’est pas le numero pour service à Extra.
I live in Zurich, not in England. The number you gave me is not the service number at Extra.
C’est fini. Je vais chercher des autres pedales
Enough. I'm getting some other pedals.
Axxxx
_________________________________________________________
Mxxx,
My emails to you yesterday were rude and aggressive. I was frustrated – I had tried to get the pedals repaired at a few dealers who did not help, and then got things out of proportion.
Sorry. I can only apologise.
Axxxx
I've just re-ordered the emails and anonymised so you can judge for yourself.
_____________________________________________________________________
De : Contact TIMESPORT
Envoyé : mardi 22 mai 2012 09:39
À : Mxxxx Txxx
Objet : TR: Time pedal repair
De : Xxxxxxxx Xxxxxxxxxxxxx
Envoyé : lundi 21 mai 2012 17:42
À : Contact TIMESPORT
Objet : Time pedal repair
Hi,
My Time RXS Titan pedal axle has 2mm axial play. From new it had about 0.5mm play (more than the other) and this has gradually got worse. Can I send it to you for repair? I would prefer to send it direct as it will otherwise take months via dealers, distributors etc…
Please let me know the address to send it to.
Thanks,
Axxxxxx
________________________________________________________________________
From: Mxxxxx Txxx
Sent: 22 May 2012 09:47
To: Contact TIMESPORT
Cc: Axxxx, xxxxx
Subject: RE: Time pedal repair
Dear Axxxx,
All our pedals are guaranteed 2 years .
If it’s case, find on our website the nearest TIME reatiler from you. Don’t forget your copy of the invoice to validate the warranty.
Best Regards
Mxxx Txxxx
Responsable SAV Export
Time Sport
2, avenue Blaise Pascal
38090 VAULX - MILIEU
Tél : xxxx
http://www.Time-Sport.com" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false;
_______________________________________________________________
De : Xxxxxxxxxxx
Envoyé : mardi 22 mai 2012 10:22
À : Mxxxx Txxxxx; Contact TIMESPORT
Cc : service@timesportusa.com
Objet : RE: Time pedal repair
Mxxxxx,
Please answer my question: CAN I SEND THE PEDAL TO YOU TO GET IT REPAIRED? IF SO, WHAT IS THE RIGHT ADDRESS?
Regarding warranty, I no longer have a receipt and it’s probably outside the 2 year warranty period anyway. I am surprised that you mention a 24 month warranty on pedals as your website here http://www.time-sport.com/sav-et-faq.0.22.0.0.html" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false; mentions a 12 month warranty.
Anyway, as I wrote in my original email, I prefer not to send it via some dealer as I will need to make a special trip to the shop, they will roll their eyes and tell me that I did not buy the part from them, then after some discussion they will take a week to send it to the distributor, then they will take a week to send it to you, and then the same on the way back… And each step in the chain needs to make a profit, not to mention the cost to the environment for multiple postages and my car journey to a shop, making the whole thing horribly expensive and time consuming for what should be a cheap and simple repair. Perhaps a simpler solution might be for you provide dealers with a service kit to replace Time pedal bearings? This would make life easier for everyone, and allow me to get my pedals fixed on the spot.
Secondly I’d like to inform you that your website DOES NOT SHOW DEALERS, neither in Switzerland, where I live, nor in UK where I used to live. Your website here http://www.time-sport.com/distribution.4.0.0.0.html" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false; only shows dealers in France, Spain and US, which is not helpful. When I was based in the UK a few months ago, I did contact your distributor, Chicken Cycles to ask them to help, but they did not know how to fix your pedals and would not help.
On my search for help I did have a look around your website as well, and I have to say that it could be improved in many areas. For example, I cannot easily understand what each bike in the model range offers, and why each one is different. Nor can I see where to buy one, or approximately how much it costs. Clearly people can’t and won’t buy your products if these basics aren’t clear.
Please help me sort this out, otherwise I will get rid of my 6 pairs of Time pedals, buy Look or Shimano instead, and recommend others on the Internet forums I frequent to do the same.
Best,
Axxxxx
__________________________________________________________________________________
From: Mxxxx Txxxx
Sent: 22 May 2012 11:36
To: Xxxxxx Axxxx
Subject: RE: Time pedal repair
Hello Axxxxx,
Would you please contact EXTRA UK LTD, LONDON; 207 431 64 43, Chris Walker is my interlocutor, Extra is our new UK distributor.
Which can’t nothing for you if your pedals have more than two years. ( I confirm two years of warranty)
Best Regards
Mxxx Txxxx
Responsable SAV Export
Time Sport
2, avenue Blaise Pascal
38090 VAULX - MILIEU
Tél : xxxx
http://www.Time-Sport.com" onclick="window.open(this.href);return false;" onclick="window.open(this.href);return false;
________________________________________________________________________________________
Mxxxx.
Si l’Anglais n’est pas clair, pourriez-vous utilizer Google translate, avant d’ecrire un email ?
If English isn't clear, please use Google translate before writing an email.
J’habite à Zurich, pas en Angleterre. Le numero qui vous m’avez donne n’est pas le numero pour service à Extra.
I live in Zurich, not in England. The number you gave me is not the service number at Extra.
C’est fini. Je vais chercher des autres pedales
Enough. I'm getting some other pedals.
Axxxx
_________________________________________________________
Mxxx,
My emails to you yesterday were rude and aggressive. I was frustrated – I had tried to get the pedals repaired at a few dealers who did not help, and then got things out of proportion.
Sorry. I can only apologise.
Axxxx