Anyone know what our consumer rights are?

[Welshrobinireland]

Hi all, so basically ive been having issues regarding the fazua system on my e-zesty. In all the whole drive system has been replaced at this stage, however, as recently as 3 weeks ago its failed again. My shop where I got it have been great as have fazua. In all its been off the road foe 16 weeks. If you take the lockdown into consideration, thats nearly half the time ive owned it. Ive now requested a full refund or replacement bike as all confidence is gone from this one. Was I correct and within my rights to do this? Have had no reply from fazua yet, and can't imagine lappiere doing anything as the bike itself is perfect.

 

[thebarber]

I don't think you're being unreasonable but it probably wont happen, mabe the refund.
There's a severe shortage of products out there, I think best case is replace all motor and wiring etc. and let them know its a last chance, best talk to consumer rights, they'll tell you everything you need to know, although i think your rights diminish with time.
There's plenty of similar stories on here tho.
Good luck.

 

[urastus]

Yes, here in australia everyone is quick to quote consumer rights and contacts to the government departments. In my experience they have been useless and just give people who don't know a false sense of security. I had a similar problem with suspension on a high end supermotard - accc were a joke. They agreed with me and told me I was right, they were wrong and....nothing more. Name and shame might have more effect - steer them to this forum and let them know it will affect sales. Who would buy a bike like that knowing how much trouble it is?

 

[flash]

Yes, here in australia everyone is quick to quote consumer rights and contacts to the government departments. In my experience they have been useless and just give people who don't know a false sense of security. I had a similar problem with suspension on a high end supermotard - accc were a joke. They agreed with me and told me I was right, they were wrong and....nothing more. Name and shame might have more effect - steer them to this forum and let them know it will affect sales. Who would buy a bike like that knowing how much trouble it is?

Interesting. Didi you make a formal complaint to the ACCC? From my experience (not with any bike, fortinately) they have real teeth and I've managed to get a couple of things sorted out.

Gordon

 

[flash]

Hi all, so basically ive been having issues regarding the fazua system on my e-zesty. In all the whole drive system has been replaced at this stage, however, as recently as 3 weeks ago its failed again. My shop where I got it have been great as have fazua. In all its been off the road foe 16 weeks. If you take the lockdown into consideration, thats nearly half the time ive owned it. Ive now requested a full refund or replacement bike as all confidence is gone from this one. Was I correct and within my rights to do this? Have had no reply from fazua yet, and can't imagine lappiere doing anything as the bike itself is perfect.

A real shame you're having repeat issues. That's not at all confidence inspiring. I have two Fazua motor driven bikes (including my new eZesty). So far so good but I do realise things can fail. I'd contact your consumer rights body to find out exactly what rights you have. Here you could demand an exchange or refund but everywhere is different. You're best ammunition is going to be accurate facts about your rights and you can really only get all the information from your governments department. Often there's a website with what you should be able to expect when making a purchase. Personally i think it's important to understand your rights before making significant purchases and even asking what the policy is before you hand over your cash.

Gordon

 

[urastus]

Interesting. Didi you make a formal complaint to the ACCC? From my experience (not with any bike, fortinately) they have real teeth and I've managed to get a couple of things sorted out.

Gordon

Yes, of course. They actually have a section that deals just with automotive issues. That's probably 3 or 4 years ago; they could have changed. My experience was a bit of a cliche at the time; it seemed to be a common experience. Even in the news, many saying that they had been reigned in by the government after Allan Fels left. I don't know if you remember him, he was very effective at going after big bad business; bad business didn't like him. Our government and bad business are pretty close. The ACCC were largely responsible for the huge banking scandal we had - they knowingly allowed it to happen. That was also since Allan Fel's time.

 

[Jamesc2020]

Hi all, so basically ive been having issues regarding the fazua system on my e-zesty. In all the whole drive system has been replaced at this stage, however, as recently as 3 weeks ago its failed again. My shop where I got it have been great as have fazua. In all its been off the road foe 16 weeks. If you take the lockdown into consideration, thats nearly half the time ive owned it. Ive now requested a full refund or replacement bike as all confidence is gone from this one. Was I correct and within my rights to do this? Have had no reply from fazua yet, and can't imagine lappiere doing anything as the bike itself is perfect.

I'm in the same position with my ezesty, had the locker latch replaced, had spacers put into stop power drop outs, now the battery has water ingress, in all I've had the bike 8 months and its been unable to work in ebike mode for half of that. Its on its way back to the dealer now.to sort the battery, who to be honest haven't been very good.

The bike is great when it works, but I'm not sure the Fazua system is really cut out for mountain biking.

I'm in the UK, we have consumer rights but I don't think I'll get very far, I suspect I'm on track for another month without the bike, while the battery gets sorted

 

[Welshrobinireland]

So sorry your also experiencing problems. Thankfully its my friend who owns the shop where I bought it. Ill cut a very long story very short. Through the bike shop I sent an email directly to fazua. Not a shitty email, both praising the system and the bike shop, but also letting them know that the bike wasn't fit for purpose (I've another friend who works in a warranty depot of a car dealership) which resulted in the bike going back to Germany. They got back to me all the time directly and kept me up to date with everything. I really cannot fault them at all. They listed all the bits they felt was wrong with the bike, as it wear and tear. Which I obviously responded to as the bike was still being used without battery etc. In the end fazua bought the bike back off me. I did lose a small bit of money but at least I could now move on and in reality I did get some good use out of a really good bike. I no longer own an ebike. I've an orange stage 6 for enduro and stif squatch hardtail for more general riding. Would I get an ebike in the future? Maybe a specialized, not because I think they're the best but because of the warranty they offer. I've a few friends who have ebikes and all have had some kind of warranty issues. Maybe the sheer amount of dirt and muck that we get here in ireland and the UK just overwhelms the electronics. Hope this helps you out and sorry for the long reply

Rob

 

[paul-g]

So sorry your also experiencing problems. Thankfully its my friend who owns the shop where I bought it. Ill cut a very long story very short. Through the bike shop I sent an email directly to fazua. Not a shitty email, both praising the system and the bike shop, but also letting them know that the bike wasn't fit for purpose (I've another friend who works in a warranty depot of a car dealership) which resulted in the bike going back to Germany. They got back to me all the time directly and kept me up to date with everything. I really cannot fault them at all. They listed all the bits they felt was wrong with the bike, as it wear and tear. Which I obviously responded to as the bike was still being used without battery etc. In the end fazua bought the bike back off me. I did lose a small bit of money but at least I could now move on and in reality I did get some good use out of a really good bike. I no longer own an ebike. I've an orange stage 6 for enduro and stif squatch hardtail for more general riding. Would I get an ebike in the future? Maybe a specialized, not because I think they're the best but because of the warranty they offer. I've a few friends who have ebikes and all have had some kind of warranty issues. Maybe the sheer amount of dirt and muck that we get here in ireland and the UK just overwhelms the electronics. Hope this helps you out and sorry for the long reply

Rob

Repair or replace
If you are outside the 30-day right to reject, you have to give the retailer one opportunity to repair or replace any goods or digital content which are of unsatisfactory quality, unfit for purpose or not as described.

You can state your preference, but the retailer can normally choose whichever would be cheapest or easier for it to do.

If the attempt at a repair or replacement is unsuccessful, you can then claim a refund or a price reduction if you wish to keep the product.

You're entitled to a full or partial refund instead of a repair or replacement if any of the following are true:

• the cost of the repair or replacement is disproportionate to the value of the goods or digital content
• a repair or replacement is impossible
• a repair or replacement would cause you significant inconvenience
• the repair would take an unreasonably long amount of time.

If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to receive a refund of up to 100% of the price you paid, or to reject the goods for a full refund.

If you don't want a refund and still want your product repaired or replaced, you have the right to request that the retailer makes further attempts at a repair or replacement.

Use our step-by-step guide if you want to ask a retailer to repair or replace something you've bought that subsequently develops a fault.

The first six months
If you discover the fault within the first six months of having the product, it is presumed to have been there since the time you took ownership of it - unless the retailer can prove otherwise.

During this time, it's up to the retailer to prove that the fault wasn't there when you bought it - it's not up to you to prove that it was.

If an attempt at repair or replacement has failed, you have the right to reject the goods for a full refund, or price reduction if you wish to keep the product.

The retailer can't make any deductions from your refund in the first six months following an unsuccessful attempt at repair or replacement.

The only exception to this rule is motor vehicles, where the retailer may make a reasonable reduction for the use you've already had of the vehicle after the first 30 days.

If you'd prefer to keep the goods in question, you can request an appropriate price reduction.

 

[paul-g]

Hi all, so basically ive been having issues regarding the fazua system on my e-zesty. In all the whole drive system has been replaced at this stage, however, as recently as 3 weeks ago its failed again. My shop where I got it have been great as have fazua. In all its been off the road foe 16 weeks. If you take the lockdown into consideration, thats nearly half the time ive owned it. Ive now requested a full refund or replacement bike as all confidence is gone from this one. Was I correct and within my rights to do this? Have had no reply from fazua yet, and can't imagine lappiere doing anything as the bike itself is perfect.

www.which.co.uk/consumer-rights/regulation/consumer-rights-act#:~:text=Under%20the%20Consumer%20Rights%20Act%20you%20have%20a,the%20date%20you%20take%20ownership%20of%20your%20product.
sorry forgot to put the link in

 

[Jamesc2020]

So sorry your also experiencing problems. Thankfully its my friend who owns the shop where I bought it. Ill cut a very long story very short. Through the bike shop I sent an email directly to fazua. Not a shitty email, both praising the system and the bike shop, but also letting them know that the bike wasn't fit for purpose (I've another friend who works in a warranty depot of a car dealership) which resulted in the bike going back to Germany. They got back to me all the time directly and kept me up to date with everything. I really cannot fault them at all. They listed all the bits they felt was wrong with the bike, as it wear and tear. Which I obviously responded to as the bike was still being used without battery etc. In the end fazua bought the bike back off me. I did lose a small bit of money but at least I could now move on and in reality I did get some good use out of a really good bike. I no longer own an ebike. I've an orange stage 6 for enduro and stif squatch hardtail for more general riding. Would I get an ebike in the future? Maybe a specialized, not because I think they're the best but because of the warranty they offer. I've a few friends who have ebikes and all have had some kind of warranty issues. Maybe the sheer amount of dirt and muck that we get here in ireland and the UK just overwhelms the electronics. Hope this helps you out and sorry for the long reply

Rob

I've held off making the 3 hour round trip to the dealer I bought it from (I'd normally support my local bike shop but on this occasion I bought online from Winstanleys as it was a great price), unfortunately the dealer don't answer emails and their phone lines are switched off .
I've contacted fazua who are really helpful and have offered to replace the battery. If Fazua can sort it and there are no further issues then I'll be satisfied. It just leaves a bitter taste spending so much money on a bike I've not really been able to enjoy.

One question I have is whether any bike shop can do warranty repairs or does it have to be the shop I bought it from in order for it to be non chargeable?
I ask as theres an authorised Lappiere dealer near me who presumably can service their own bikes?

 

[paul-g]

I've held off making the 3 hour round trip to the dealer I bought it from (I'd normally support my local bike shop but on this occasion I bought online from Winstanleys as it was a great price), unfortunately the dealer don't answer emails and their phone lines are switched off .
I've contacted fazua who are really helpful and have offered to replace the battery. If Fazua can sort it and there are no further issues then I'll be satisfied. It just leaves a bitter taste spending so much money on a bike I've not really been able to enjoy.

One question I have is whether any bike shop can do warranty repairs or does it have to be the shop I bought it from in order for it to be non chargeable?
I ask as theres an authorised Lappiere dealer near me who presumably can service their own bikes?

Winstanleys have got the "cream with the bloody cherry on top" selling the bike and
receiving from you the money for it and making a bloody good profit.
they should be the ones to have the pain of "warranty" issues ,also they have the
"contractual" agreement with you for this service.
other bike shops might want to charge for labour services with not selling the bike
in the first place

 

[Welshrobinireland]

I've held off making the 3 hour round trip to the dealer I bought it from (I'd normally support my local bike shop but on this occasion I bought online from Winstanleys as it was a great price), unfortunately the dealer don't answer emails and their phone lines are switched off .
I've contacted fazua who are really helpful and have offered to replace the battery. If Fazua can sort it and there are no further issues then I'll be satisfied. It just leaves a bitter taste spending so much money on a bike I've not really been able to enjoy.

One question I have is whether any bike shop can do warranty repairs or does it have to be the shop I bought it from in order for it to be non chargeable?
I ask as theres an authorised Lappiere dealer near me who presumably can service their own bikes?

Not sure but I'd imagine they'd need to be registered with fazua. They've a list of affiliated dealers on their website I think. I really hope you get things sorted and agree that fazua are really helpful. Also an awsome bike.