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 sent mine straight to the dealer...got my pedals serviced & back quick smart. I like TIME...

_________________
"It never gets easier, you just go faster..." - Greg Lemond

"Because technology alone is a poor substitute for experience." - Richard Sachs

Mrfish, Im not a Time costumer and never been, but your emails sounded a bit harsh and "one way only" if you understand what I mean; they didnt act the way you wanted so you're saying they are incompetent, right?

I think its normal to go throught dealers for such repairs otherwise we wouldnt need them (Im aware some are very useless at time but by what I understand in your email exchange, you dont even know whos the one in Swiss).

Plus your pedals are out of warranty, so you could have gained a free repair but I cant see it happening at the end of the email exchange.

_________________
ciclismo-espresso.com

Agreed. I would probably have replied much along the same lines Time did, had a customer written a message like this.

+1 on that. Large manufacturers rarely deal directly with Joe - that would probably be why they have dealers... Personally if I were Mr Time I'd tell Mr Fish to stick the pedals were the sun don't shine!!

mrfish, your e-mails to Time were increasingly rude and it appears that the contact at Time did their best to help you out per their protocol.

_________________
Exp001

Mrfish, it doesn't appear that you are going to get the pity-fest that you were probably expecting when you started this thread.

Next time your car breaks down, I suggest you bypass your dealer or local mechanic, and contact the car manufacturer directly regarding repairs. Let us know how that goes.

I had my 6 year old RXS pedals rebuilt with new bearings by Time USA. They issued me an RA and I sent them in. 4 weeks later no pedals. I contacted them and the apologized saying they were on someone's work bench. I had them 3 days later and no change. I love time!

_________________
-For my next trick I will set myself on fire!
-This board and the world in general would be a much nicer place if everyone could just take themselves a little less seriously.
-Sticky Fingers John Rockefeller
-First one over the cliff wins!

when my ritchey saddle was defective I emailed ritchey directly and they guided me to the nearest dealer for a warranty claim. Albeit I wasn't as forthcoming as the OP in my communication.

_________________

2011 Cannondale Flash F1
2010 Cannondale Caad9
2000 Cannondale Caad 4 aero
1999 Cannondale Caad1
???? Concorde SS

Probably would have helped if you did what they asked instead of being a tool. Just my observation but thanks for posting the conversations so I could come to my conclusion.

_________________
The word "Brifter" should be banned.
Casati Vola SLi- viewtopic.php?f=10&t=108931" onclick="window.open(this.href);return false;

I agree with the prevailing sentiment, and had reached that conclusion before seeing any of the replies. I would also note the rapid turnaround time on the email exchanges, as everything happened in a period from after business hours one day through the next morning - that's not too shabby in its own right. The only "crime" that the Time representative committed, and I don't view it as a death penalty* offense, was to provide you info for England rather than Switzerland - you could have responded with a polite statement pointing that out.

Perhaps you could have explicitly proposed sending your pedals to Time for them to repair for a fee.

Based on the email exchanges, I could not recommend anyone to do business with this clown.

* boycott Time forever and advise everyone all over the internet to do the same

So let me get this straight. You send an email at 9.39, it's answered perfectly reasonably within 8 minutes. Your response is top send an officious reply and threaten them to boot?

FYI the reason Chicken were less than helpful had nothing to do worth lack of knowledge. They had already effectively ceased being Time's distributor so had no interest or ability to help. Judging by your emails' tone I'm not surprised they were that way.

Time bearings are perfectly easy to replace. I am on old Impacts that are on their third set of bearings, as well as RXS carbons that are still fine.

http://time-sport.com/distribution.4.0.0.0.html

But right below that not-so-helpful map that shows the US, France and Spain highlighted, they do have this very helpful little box that allows you to type things in, such as "Switzerland". After doing so, you will find the following:

Loup Sport
CH-1587
Montmagny, Switzerland
http://www.loupsport.ch
Tel: 0041 26 6772 226

so who else is thinking this thread didnt go the way the op was expecting? Might have to buy Time pedals just out of sheer spite now...

I knew Dominic* (through his WW postings). Dominic was a friend (in spirit) of mine. Dominic had a legitimate grievance with a cycling equipment manufacturer (Lew Racing). Mrfish, you're no Dominic*.

* viewtopic.php?f=3&t=48057 (the "good" threads are deleted)
** for the benefit of the non-Americans, http://en.wikipedia.org/wiki/Senator,_y ... ck_Kennedy