I purchased a "new" Triumph Trekker e-bike from Carl Rosner dealership. I paid them the full retail price plus £60 'insured delivery'. The box arrived with the front wheel spindle poking through the box, the spindle was damaged and the brake disc bent, there was other severe damage to the bike when I unpacked it. I took timestamped photos. On examination the entire bike was not new at all with a lot of general wear and tear. There was a pre- delivery form included that showed the bike was assembled in the shop a year ago. There was no original Triumph packaging or protection at all. I contacted Carl Rosner who have essentially accused me of crashing the bike and they are refusing to help. They are not pursuing a claim for transit damage, despite me supplying them with photos of the sealed box with a damaged spindle poking out. I spent £3010 on an e-bike, Carl Rosner Triumph is so far refusing to cooperate in any way. I am utterly appalled. I will not accept this. Carl Rosner replied to my complaint and expressed some suspicion of my claims, they also said transit damage claims must be made within 72 hours, which of course I couldn't know because they never sent me any details of the insurance I paid for. They did give me a partial refund as "a gesture of goodwill" though as a consumer I have rights and I'm owed a minimum level of service, not gestures. I gave another star after we settled the matter. Triumph themselves never bothered to reply to anything I sent them either directly or indirectly and as such don't reall deserve any stars at all.
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