EXTREMELY POOR CUSTOMER SERVICE I purchased a new cycle for my son at christmas, the bike was built in store (Brentford) and I was advised to collect around the beginning of December. The cycle was a Christmas present. On collection we were advise that they cycle would need check up after 6 weeks of use. around 2 weeks ago the cycle started to encounter some issues with the gears at this point I told my son he could not use the cycle until we had taken into the shop for a check up and inspection. Today I took the cycle into the Brentford store for them to resolve the fault, on arrival I was advised that due to the cycle being purchased t the beginning of December I was no longer entitled to a free check up. At this point I advised the member of staff that although the bike was purchased in December it was a Christmas gift and that we had been away at Christmas for 2 weeks therefore the cycle had not been used until the 2nd week of January and that was limited due to time of year and weather conditions, I also pointed out that the faults with the cycle had occurred around the end of Jan / Beginning of Feb, therefore any faults happened well within the 6 week usage period. Despite this he insisted that I need to pay a 35 GBP cycle service charge. I then stated as the bike had a fault and that it currently not fit for use I requested That they provide with a exchange or refund, at this point the staff member said this would not happen as the cycle had been used. After 5 minutes of conversation regarding what can be done, another member of staff advised that they could offer a check for free (under the 6 weeks usage scheme), I agreed to this however they said they did not have any availability for circa 2 weeks. When I said I was not happy with this time frame they said there was nothing else they could do. At this point I requested that a refund or exchange is provided as this time scale seemed excessive for such a large company that boasts the "best and only in house" cycle servicing, the staff members response to this was that he would not issue a refund or consider a exchange as the bike was used, when I pointed out that the cycle was barely 3 months old and had actual usage of less than a month I sure that my consumer rights would come into play. In the end I said I am not happy with the service or help being offered in store and would need to raise my complaint with a manager or head office customer service. The staff member was quick to provide me with telephone number i could ring. I called this number and was put through to a customer service agent, I explained the above to him, he said that before a refund or exchange would be given the bike would need to be fully checked by a cycle mechanic. I explained that was the purpose of my visits to the store, he then said that the reason there was a long wait on availability was due to Evans cycles having a big 50 percent of sale in January meaning that many cycles had been booked in for their free 6 week check up. I suggested to the customer service agent that this is an Evans cycles problem not a customer issue if Evan cycles know they will sell many cycles over Christmas and January they should ensure they have the resource to meet the demand not fob of the customer. When I reiterated at this point OI would like to arrange for a refund or exchange he suggested I take the cycle to and independent cycle repair shop to get a opinion or report on the condition as this will speed up the situation. I advised that I would not do this as it would like incur a cost which I am not prepared to pay and in any instance this issue was a Evan cycles issue that should be dealt with by Evans cycles. As it stands I have a bike that cost over 400 GBP and also spent a further 100 plus GBP on safety helmet, security lock and safety lights, that can not be used properly may not be safe to use. It appears that Evans cycles do not want to take any responsibility of this despite all the boast on their website ''best and only in house trained cycle servicing team '' ''WORKMANSHIP GUARANTEED Our mechanics guarantee all parts fitted for 1 year. No questions asked'' This is the first time I purchased a bike from Evans Cycles and whilst the initial purchase was good, it seems that sales service is refined as any one would expect, however in this day and age customers rate a business more on there after sales care and on this occasions Evans cycles service has been unacceptable and unreasonable.