So I'm been having a pretty frustrating time with Frey's customer service over the past few days and interested to know what others' experience has been with them when their bike has arrived damaged.
A few days ago, my bike (AM1000) finally arrived after 6 months (longest was supposed to be 5, but I understand things may have slowed down to due to Covid), and it arrived with a damaged frame. I didn't notice it until after I took the bike out of the box, but there were two parallel holes in the middle of the box, which I'm assuming is from where a fork lift drove into it. And the dent/scratches are pretty significant, so significant that I can't even get the battery to slide in to its slot.
So I'm pretty bummed since this has taken over six months to get here, and I contact Frey (Cecilia is the rep I've been dealing with) to let them know the bike is damaged and send them pictures of the bike.
First reply: "How is the packing? Please contact Fedex."
I ask them if it's insured, and say it could have been mishandled anywhere along the way (because they use a Chinese shipper to the US)
Again "Please call Fedex. We will follow it at our end."
So I contact Fedex, they of course tell me they need to talk to the shipper and that they're not even allowed to tell me anything because of how the label was created.
So I tell Cecilia and her response is "how is the battery?" It's only the frame that's damaged, which I again tell her, and her only reply is to send her pictures of the battery... I send her the pictures and her only reply is "how is the battery packing?"
So after back and forth, she finally begins to address the frame. She asks if I can bend it back into place because they don't want to send me another frame since it would have to be assembled, and if I'm able to fix it on my own they will send me "other thing" as compensation.
I ask if they can just send a new frame and cover the cost of a local bike store to switch the components from this old frame to a new one. In addition, I have reservations about "bending it back into place" given structural integrity issues, and it's already lost value in being significantly marred, so I'd like to know exactly how much they'll refund me if I spend the time to bend it back into place.
She doesn't answer the question and her only reply is to let her know if I fix it, and to use a hammer and towel to knock it back into place (which is ridiculous because this isn't just going to "pop out)."
I'm pretty frustrated at this point, but I just want to use this bike and not wait another *** months for a new frame to arrive! So I set about trying to use some C clamps I have lying around with a couple blocks of wood to try to press it out. And good lord is it strong (not so worried about integrity issues now lol). My roommate and I work at it for an hour, and totally destroy one of my C clamps because of the torque and the dent is still not budging. And the battery is still not able to bend into place. I'm boiling at this point, but I figure I can buy a couple of larger heavy duty C clamps and press it out.
I update Cecilia, and again ask her what my options are regarding a new frame being shipped and assembled by an LBS here, or reimbursing me for this bent frame. Her reply? "I need to check it and tell you. Please let me know whether you can repair the frame." I ask her to let me know ASAP, and she again only replies please let me know whether I can repair the frame. I honestly feel like I'm talking to a bot at this point and that I'm getting the runaround.
Sorry this is so long, but I'm pissed at this point and feel like what's going to happen is that I spend half a day getting this bend out and they send me some stupid swag in compensation. Has anyone else had this issue with their bike arriving damaged?
tl;dr-Paid over $4,000 for a Frey AM-1000, frame arrived bent, still unable to slide battery pack in as a result, and customer service has been garbage.