CRC/Wiggle Customer Service issues Vitus specific - please post up problems you have had here

[R120]

CREATED THIS THREAD TO TRY AND KEEP ALL MEMBERS CUSTOMER SERVICE/WARRANTY ISSUES WITH VITUS EMTB'S, GOOD AND BAD, IN ONE PLACE

 

[R120]

I will kick this off.

I have and E-Sommett (18months) and E-Sentier (16 months).

The E-Sommett developed an unknown motor fault back in late June, contacted CRC for warranty process, it took them 4 weeks to come back to me with a reply to my warranty application, and I wasn't able to get any response from them despite multiple attempts in the interim. They authorised the warranty and asked me to pack up the bike, and contact them to organise collection - I responded immediately with collection details, but after another 2 weeks with no response from them, I ended up going to my LBS and warrantying the motor directly with Madison (Shimano UK).

From the point I dropped off the bike with my LBS, it was a 3 week turnaround to getting it back, about a couple of days each end of the lbs getting the motor out and in, and 2 week turnaround for Shimano to confirm faulty motor and send out new one to LBS.

LBS charged me £70 for taking out and putting back the motor, and sending it off etc.

Bike now back with me and still loving it, but badly let down by CRC

 

[David0208]

CREATED THIS THREAD TO TRY AND KEEP ALL MEMBERS CUSTOMER SERVICE/WARRANTY ISSUES WITH VITUS EMTB'S, GOOD AND BAD, IN ONE PLACE

Is it possible to have admin move some of the existing posts to here?

 

[Zimmerframe]

I don't think they can move posts .. or spend the time searching for them, or choose/edit the relevant parts which convey the problems .. if they've got any sense they'll be riding their bikes instead (ok ok .. you could argue it's a vitus, so they won't be ... )

You could copy and paste though to save you re-typing.

 

[Gary]

Is it possible to have admin move some of the existing posts to here?

@R120 is admin
Probably easier for folk to just add their concise customer service experiences (following R120s lead) here. rather than pages and pages of older issues to trawl through. It'd be a hell of a lot of work for onew admin to have to do.
There's plenty older threads on here about Vitus Emtb faults/issues and how CRC/wiggle have dealt with them. The search function here is fairly decent and easy to use too.

As you know I'm satisfied with the outcome of my numerous warranty resolutions through CRC/Wiggle. But agree their customer service/contact model is awful.

 

[David0208]

I don't think they can move posts .. or spend the time searching for them, or choose/edit the relevant parts which convey the problems .. if they've got any sense they'll be riding their bikes instead (ok ok .. you could argue it's a vitus, so they won't be ... )

You could copy and paste though to save you re-typing.

Ha ha! You know me already . . "Jeez! I'm not typing all of that out again!"

I had intended to put together a more definitive post (Minus emotion), that highlights the area's of concern and take it from there.

 

[David0208]

So . . . first thanks for splitting this on to another post, it will make things easier.

I was thinking after reading most of the comments on the situation (and after Gary and I hugging it out, skin on skin, it was beautiful), that we can split the issues into 2 parts . . .

1. Customer Service - Detail timelines & experience
2. Technical - Detail Error Codes

My reasoning is, we all have various ideas as to why these technical issues are happening, but do we know for a fact that they are happening more on the Vitus than any other bike? In my experience they are, but then again we have a large amount in the club. We do have a few that haven't had any issues at all (But the owners are getting nervous as the warranty expiry nears).

My experience . . .

Technical No.1 - I had the ill-fated E010 Error just cycling along a flat piece of trail, and that was it, tried all the usual battery swaps, re-install the software, updates etc, but still wouldn't work. I should mention the LBS said they had many Vitus bikes in, but they sell bikes with the E8000 but don't see those back. They suggested the frame design being open at the cabling and they also tidied up the cable routing at the motor. Not getting in to whether the cabling/frame is the issue, just letting you guys know what they said.

Customer Service - I was very fortunate, that a few of our members had went through the same experience previously and after about 3 weeks of waiting on CRC to reply I took my bike to my LBS (Sprockets) and I had my bike back working within 10 days of the first contact with a new motor fitted via warranty. One of my mates had the same the week before, this was in July and he has only just got his bike back 2 weeks ago, but not working and warranty claim rejected. CRC did reply to me while my bike was away and 1 month after contacting them, and also told me that my bike warranty would be invalid as I'd sent it to my LBS (They are a Shimano Service Centre). £80 Charge from the LBS for labour etc.

Technical No.2 - An E020 Error! Back to LBS, turns out a tiny stone pressed against the connection between the battery and motor which caused the issue. Fixed and no charge.

Technical No.3 - E010 Error yet again, just got my bike out the van to start my ride. So had only powered it up and straight to E010. Got it home and tried a few things, but now it wouldn't power up at all. Took it to my LBS, and battery and motor off to Madison for warranty. New motor number 2 and a new battery this time. But by this time I had lost confidence in the bike I love . . . and ordered a new Orbea while in the LBS.

Over the period of the first issue I was in touch with both Shimano and Madison and they both stayed in touch updating me, and seemed genuinely concerned about the technical and customer service issue.

My opinion . . .

Truth is, I am understanding of any technical issue, and I can live with them if you feel supported by the supplier and customer service experience. I love the bike and think it is awesome, but my reasons are based on the customer service and not the technical. No one wants to spend £4k on a bike and spend so long not riding it.

Next time I'll do an audio . . .

 

[R120]

Is it possible to have admin move some of the existing posts to here?

I can't merge posts, only Rob can do that, but I am looking though what can be merged by him.

 

[kendo]

I got my Vitus Esommet VR back in January 2019. Bike I agree handles great but I have had a view issues and Wiggle has been particularly shit poor with customer service:

• Chipped connection port on underside of battery from new which Wiggle said was normal (bullshit) pic attached. I wanted a new battery, Wiggle said no, Madison said it was a retailer issue...duh!!!
• Had a bad rear derailleur (replaced under warranty)
• Found out that the inside of frame had very sharp edges and both rear brake and derailleur cable housings got shredded (replaced by me)
• Headset and some linkage bearings needed replaced after only 3 months (replaced by me)

Contacted Vitus several times about torque settings and some other things, also if I could be supplied with a new frame at my cost and were about as helpful and useful as paper socks and still waiting on a reply after months.

 

[Northumbrian]

The Mrs,s new bike came with a Euro charge lead.... no big issues Wiggle will replace it?.....no chance... they say it’s not their problem it’s the manufactures problem..... F F S ?

 

[R120]

What bike is it?

 

[Northumbrian]

What bike is it?

Cube, yes, I know it’s in the Vitus section ( I ride a Vitus) but Wiggle are consistant !

 

[R120]

Doesn't matter - I would expect a cube to come with the right charger, or at least an adapter

 

[Jansurf77]

Just a quick note to say what a great job CRC did with my e sommet. Had e10 error. CRC picked up bike, fitted new motor and got it back to me in 4 weeks. This may seem a while but it was over Jan/feb so I didnt miss out too much. For some reason they also put a set of new nuke proof wheels and hubs on it too - bonus!

 

[David0208]

Just a quick note to say what a great job CRC did with my e sommet. Had e10 error. CRC picked up bike, fitted new motor and got it back to me in 4 weeks. This may seem a while but it was over Jan/feb so I didnt miss out too much. For some reason they also put a set of new nuke proof wheels and hubs on it too - bonus!

Another just came back with new brakes .... and I'm waiting on mine returning on Monday .... wonder what to expect? Definitely another new motor. Only the third motor with only 4 months if riding out of a possible 12. I hope it's a new bike!

 

[David0208]

Another just came back with new brakes .... and I'm waiting on mine returning on Monday .... wonder what to expect? Definitely another new motor. Only the third motor with only 4 months if riding out of a possible 12. I hope it's a new bike!

So I got my bike back last week, other than another new motor (3rd one), nothing else new. We will see how it goes . . . but after so many issues and 3 motors my faith isn't high.

 

[Neiljk]

My first issue and unfortunately CRC have been useless. The cable on my charger looks to me like it’s had a material failure and the plastic coating has work hardened and split. It hasn’t been misused and my laptop cable which gets a whole bunch of wear shows no such sign of any wear.

CRC response - nothing to do with them as it’s been pulled out (which it hasn’t the wires underneath haven’t moved, the outer sheath has failed).

Will see where I get in next few days. Not very impressed.

 

[mike425]

My bike was delivered without anything in the box other than the bike, literally not even a charger or anything.

I contacted CRC via the live chat and each time it got promised to be sorted, but it never happened.

Eventually it got escalated and now it seems to all be resolved and they threw in a couple of freebies.

To sum it up, I am happy with the bike, but the CRC process for selling complete bikes is a lot poorer than the likes of Canyon / YT etc.

They are not helping themselves with just relying on live chat / email, it would have been a lot better to contact a human over the phone.

I bought the bike expecting not to have to use CRC for anything other than a frame failure warranty. All the other bits I will go via my LBS and pay them to process the claim. It looks from my first experience of them that this would be the best plan.

 

[STATO]

I ordered with their recent 14% offer. Its still listed as processing but after contacting them yesterday it was actually shipped the day after i ordered and has been with the courier for 2 weeks, but they 'couldnt get hold of me with the number provided'. No new number was provided and my number is in the CRC system so should have been on the order anyway. Slightly pissed off with CRC not updating the order details so i could track it, but mostly in this case its the courier that is being crap.

 

[mike425]

I ordered with their recent 14% offer. Its still listed as processing but after contacting them yesterday it was actually shipped the day after i ordered and has been with the courier for 2 weeks, but they 'couldnt get hold of me with the number provided'. No new number was provided and my number is in the CRC system so should have been on the order anyway. Slightly pissed off with CRC not updating the order details so i could track it, but mostly in this case its the courier that is being crap.

TBH I think the tracking doesn't work full stop. After mine was delivered it still just showed as processing.

I have had some more issues with small parts being delivered this week, I seriously do not know what has happened at CRC, they used to be absolutely faultless, but now it feels like dealing with absolutely monkeys!

 

[STATO]

TBH I think the tracking doesn't work full stop. After mine was delivered it still just showed as processing.

I have had some more issues with small parts being delivered this week, I seriously do not know what has happened at CRC, they used to be absolutely faultless, but now it feels like dealing with absolutely monkeys!

Yep, finally got them to inform me it was being delivered that day, at lunchtime Friday. So i had to sit and wait at work till (potentially 6pm) it did/didnt arrive. Thankfully it arrived at 4:30. But no notice of intended delivery after being in the post for 2 weeks. Still marked as processing. Ive complained.

 

[mike425]

Yep, finally got them to inform me it was being delivered that day, at lunchtime Friday. So i had to sit and wait at work till (potentially 6pm) it did/didnt arrive. Thankfully it arrived at 4:30. But no notice of intended delivery after being in the post for 2 weeks. Still marked as processing. Ive complained.

It is definitely not ideal. I have bought from Canyon before and they are so much better at supplying bikes online. I am happy with the bike, but its a while since I used CRC and it really surprised me how their game seems to have slipped.

I have been using Tredz recently and cannot fault them.

Enjoy the bike

 

[STATO]

It is definitely not ideal. I have bought from Canyon before and they are so much better at supplying bikes online. I am happy with the bike, but its a while since I used CRC and it really surprised me how their game seems to have slipped.

I have been using Tredz recently and cannot fault them.

Enjoy the bike

Thankfully the bike was impeccably prepared and packaged, so im confident the mechanics in Ireland are still competent and care about their work (at least in my case), it the Wiggle/thier owners management changes thats ruined it.

 

[Nicho]

My first issue and unfortunately CRC have been useless. The cable on my charger looks to me like it’s had a material failure and the plastic coating has work hardened and split. It hasn’t been misused and my laptop cable which gets a whole bunch of wear shows no such sign of any wear.

CRC response - nothing to do with them as it’s been pulled out (which it hasn’t the wires underneath haven’t moved, the outer sheath has failed).

Will see where I get in next few days. Not very impressed.

View attachment 26957

If you were unable to get this replaced you could repair it with self-amalgamating tape.

If you are not aware of this stuff you stretch and wrap a piece tightly around the break and a couple of inches either side of it (like applying a bandage).

After a couple of days this welds itself together to form a fairly solid repair, which should last for years.

You can buy it at some electrical shops and Amazon.

 

[Neiljk]

Thanks Nicho, I won the discussion in the end so all sorted.

 

[LAWHITEY]

Oh my, wish I'd have seen this forum and this thread before I ordered my Vitus from Wiggle last week, getting delivered next week. Don't like all these issues I'm reading ?

 

[Zimmerframe]

Oh my, wish I'd have seen this forum and this thread before I ordered my Vitus from Wiggle last week, getting delivered next week. Don't like all these issues I'm reading ?

Sure all will be fine. The general gist seems to be more heading towards getting a shimano specialist to deal with it and getting crc/wiggle to pay for it if there is a cost incured.

Odds are, nothing will be wrong or go wrong.. Just Ride it and enjoy it !

 

[R120]

Oh my, wish I'd have seen this forum and this thread before I ordered my Vitus from Wiggle last week, getting delivered next week. Don't like all these issues I'm reading ?

dont worry - I have had two Vitus EMTB's for nearly 2 years now, blew one motor but had it dealt with by my LBS efficiently, and there a wealth of info and people to kelp you on here for minor issues. As EMTB's go they are one of the most reliable out there, simply built and simple to work on, and great to ride.

 

[LAWHITEY]

dont worry - I have had two Vitus EMTB's for nearly 2 years now, blew one motor but had it dealt with by my LBS efficiently, and there a wealth of info and people to kelp you on here for minor issues. As EMTB's go they are one of the most reliable out there, simply built and simple to work on, and great to ride.

That's my reason for going shimano over Bosch due reliability issues but coming on here the shimanos haven't failed very well.

 

[R120]

This forum is full of doom and gloom stories about moto failures, half the reason people become members is when they have an issue. Just go into the Specilized section if you want misery and despair!

In the real world amongst people I ride with regularly, I am the only one I know who has had a Shimano motor failure, whereas all my mates with Specialised have had multiple motor or stymie problems.

I would say the Shimano is probably the most reliable of all the sytems, but like anything you are going to get issues with some units. The good news is the Warranty with them thought Madison, the UK distributor, is well run, and accessible via most LBS's.

Plenty of tips on here on good ways to protect the motor, remember whatever you do dont jet wash it, and be sensible with your maintenance.