BE CAREFUL WITH PRIME BICYCLES

Hello everyone! I write this post very much to my regret, to inform you about the treatment that this brand, described by themselves as the quintessence, give to their customers. A brand whose cheapest bicycle costs more than €7,000

I bought a Prime Thunderflash back in October and everything has been disappointment. I wanted to change the brakes, and the internal wiring has a route that requires the swingarm to be removed. When going to loosen the through screw that holds the shock absorber, the lower one in this case, the mechanic observed that the screw, an Allen that acts as an axle, with a head on one side and a thread on the opposite side, did not rotate, either due to excess of sealant (loctite), or due to something abnormal in the screw itself or one of the two bearings inside. The fact is that it didn't turn and it didn't loosen. The mechanic, who had to stay still, had to use more force than necessary, and turned both the screw and the piece where it screws in, a black piece, supposedly fixed, that is embedded in the frame. And this piece, as it rotated, raised paint. Mechanic's failure, but a failure preceded by the fact that the screw did not turn. Meanwhile I wrote to Prime Bicycles, and they began to wash their hands, first to explain to me how to loosen a screw, and then to tell me that you have to hold the “fixed” black piece, which is impossible since it is embedded. I told them that I was no longer manipulating the bicycle, because it has a lifetime warranty, and because to loosen a screw I don't think so much difficulty is necessary. FOR SEVERAL WEEKS, AND AFTER SIX EMAILS, THEY DID NOT ANSWER ME. Of shame. That you spend thousands of euros on a bicycle and they don't even answer. I prepared a claim to European Consumer Affairs, and as a last bullet, I left them negative comments on social networks. What a coincidence, the next morning they were already writing to me. An engineer contacts me, and they tell me to send the bicycle. I send it, and I have a very big problem with the shipping company too, the bicycle is retained, it was even lost and in a lost and found warehouse, for almost a month, but well I am not going to go into the details of this. The problem was excess dimensions. The box must have been about half. Then I sent just the painting. Another circumstance that Prime Bicycles couldn't tell me before... It's clear, to me, that they didn't want the bike to get there. Because we are talking about weeks and months, in which they still do not answer emails, both to me and to the shipping company. I send it again, and after almost two weeks there, where I have also had to tell them what was happening, why didn't they solve the problem and inform me now, they answer me that the screw is already removed, that I had no problem and they told me They attach videos of the disassembled piece. And since it is fine, and it has been a consequence of manipulation in my workshop, then I should pay for the shipping of everything. I have answered that the aesthetic defect is indeed the fault of my mechanic, that I am not asking him to paint it or anything, but that the bicycle was sent for something, that it was not sent because of not knowing how to loosen an Allen screw, that something had, the What, we don't know... And I would have liked to see how they did it. They still won't admit their mistake, sarcastically sending me photos of an Allen wrench and a rubber hammer. I do not know what will happen. There are friends who recommend I pay it and forget about it. I've been riding since October, the bike hasn't even been released

In short, it is a shame that this treatment is received, especially after everything that has happened. I'll let you know what finally happens. I of course accept advice on how to act.

Thank you all for your attention. All the best