Billy1111

so i figured I'd treat myself and picked up some 3.4 discs direct from ENVE. I am coming from $500 yoeleo chinese 37mm carbons, which have been fine for the past year, the only thing I could fault on them was the rear hub rotor mount was slightly out of true which causes the rotor not to spin perfectly straight but i was able to adjust the rear disc to get by.
So I had the extra coin and figured screw it Ill get me some ENVE's. got them today and the first thing that captures my eye is the inner wheel where the spokes go in looks like someone used some 80 grit sandpiper on sections of of the 45mm and the 35 mm has a slight raise from the mold I guess....so one rim has the seam raise butchered off it and the other wheel had a slight raise with even finish all around. I call up ENVE and the guy is like no problem lets get a new pair out to you and get these back.He then asks me what is my dealer name, I told him Im not a dealer a normal customer who bought them off the site. He then tells me Sorry send some photos in and we will get back to you!!!! So im not a dealer then all of a sudden get treated like a piece of crap....i should just send their friggin wheeels back and stick to my 500 chinese carbons...I thought dropping 3k on some wheels you would get better crap then this!!

noodle soup

You can't see why ENVE is giving you a problem?

Really?

Billy1111

yes I am REALLY am that stupid.....I cant see why

noodle soup

they might want to have a look at the problem, not just take your word for it.

Doge

I want you on my team!

Billy1111

whether I am a dealer or not, if i'm unhappy with the finished product they're going back one way or another.....they should have just got the return and replacement going instead of wasting more of my time...

redlude97

Are you really that obtuse to not see the difference between the interactions with a dealer and a customer?

Sidney Porter

Did you send the photos? Did he say ir did 6ou ask how long it will take to review?

Seems reasonable thar they have different procedures for wholesale and retail but that should have been screened at the beginning so you didn't get switch to the other type of cilustomer midstream

Essex

This company should be treating you the same way as they would a dealer. And the company should understand that a retail client may, or may not react the same way as a dealer. That said - I would do everything the company asks me to do in the interim + not do ANYTHING with the wheel lest they find (ENVE) a reason not to refund you, or replace in totality. At the end of the day the client (if unsatisfied) with product should be able to get a the very least a full replacement wheel.

noodle soup

It appears that way to me.

noodle soup

wrong.

I'm guessing that ENVE wants to see the issue first hand, or have a dealer show them the defective part.

RJM

Why not take some pictures and send them to ENVE? I don't honestly get the problem you are having. Just send the pictures to them and you will probably get an action on the return process.

An ENVE dealer already has a relationship with the company and so they are going to have different return policies with them.

Billy1111

yes I am, I think I should be treated exactly the same as the dealer!! My money is just as good as theirs! Its sad to think that you actually think its ok to be treated like a second class citizen!!

Doge

Totally agree. I don't see what difference it makes if you are an end user or dealer.

Sidney Porter

This thread is useless without pictures

StanSeven

It sounds like Enve was going to ship a new pair and expect the old returned to them. Now let's say this individual customer was dishonest and nothing was wrong with the first pair. Now the customer gets two sets for the price of one. What recouse does Enve have?

grwoolf

Enve has a pretty good reputation For customer support. If the guy was rude or something, I'd understand getting upset. It seems totally reasonable to me that enve would have different policies for dealers vs customers. That doesn't mean they can treat you bad, but it seems reasonable for them to go through extra steps to evaluate the issue.

You can debate the expertise of the typical bike shop worker, but it's probably higher that the average expertise of the typical end customer.

If you have an issue with your wheels, I'd bet that enve will take care of you.

Essex

Wrong. Your guessing doesn't equate to fact. So far, no one has facts other than ENVE, or the buyer. At the end of the day if ENVE is selling directly to the public they should have at the very least some level of customer service. So, if the buyer is unhappy with their purchase they do have some level of legal protection for unused, or defective product.

PepeM

If they had asked for pictures without mentioning the dealer thing, would you be mad? If the answer is no, then what difference does it make? If it is bothering you so much then return the wheels. Otherwise send the pictures and see what they say, does not sound like too crazy of a request to me.

noodle soup

Youyou don't know what you think you do. i

TimothyH

In my industry some vendors send the part only after the customer returns the suspected defective part. The other option is send in advance - the vendor will send the part in advance but requires a credit card number in case the end customer does not return the defective.

There's really no reason why Enve couldn't ask the OP for a credit card number and send out new wheels, advising that the old wheels must be returned in X days and in new condition or the OP would be debited.

Enve markets themselves as the Lexus of wheels. I would expect better from them for a $3k set of wheels.

Essex

English please.

RJM

Your dealer already has a relationship with ENVE and will probably get a new set of wheels shipped to them without getting the old/damaged ones back, but you don't have that relationship. You, being an individual, will probably have to send the wheels back before they ship a new one out and they just want to see pictures of the problem probably just to verify it actually is a problem.

Essex

Agreed. 3K is a fair amount of coin. I would expect Lexus, or even Toyota-level care & consideration irrespective of how the end user (retail buyer) might react to their initial perception of possible less-than-stellar product.

StanSeven

This. I don't see what the problem is here. It takes a few seconds to take photos and send them to Enve.