I bought my son a Direct Bike and at £499 + costs which I expected. Whilst I was some what suspicious about the product given some of the things I had read on the internet I felt there was a lot of price gap between the nearest new product and Direct Bikes should anything go wrong. I have to say the product which arrived was well crated and arrived in the time interval give and even though getting insurance and sorting Registration was a little problematic it got sorted and my son is extremely happy with the bike. My issue is with their after sale or lack of after sales and I have experienced exactly what other have. Stone walling and its all my fault. As a motorcycle fanatic for forty years I've been repairing, restoring and servicing my own bikes for years and as my son is now doing vehicle maintenance at college, we have undertaken servicing to the bike at the recommended periods. However the automatic clutch has failed at 3months old or 1300 miles and I feel this is unacceptable. I have had communications with the company, so at the risk of being sued by the company here is the communications I had with them which is in contravention to their rider which says: This email and any files included with it may contain proprietary and/or confidential information that is privileged and confidential and is for the sole use of the intended recipient(s). Any disclosure, copying, distribution, posting, or use of the information contained in or attached to this email is prohibited unless permitted by the sender. I'm hoping they do, as this will get this matter to court. --------------------------------------------------------------------------------------------- Q)The DB50QT-11 we purchase for or son has an automatic clutch issue could you pls supply me with an approved dealer within our area. ------------------------------------------------------------------------------------------------ R)Thank you for your email. Please see information on your local approved service centres: ----------------------------------------------------------------------------------------------- Q)Thank you for your response. I have considered the two companies suggested but both are very busy with work . I have therefore been to a Garage near to my works. They have looked at the clutch issue and tell me the belt drive on the back of the clutch has separated with the furthest rear belt plate becoming detached from the clutch unit and needs replacing. Whilst not uncommon he suggested it is normally the inside belt plate which normally detaches. Since the bike is only three months old with approx. 1300 miles on the clock I would like to make a claim under the guarantee for the replacement parts to repair this fault. Since I am not aware of the structure of the clutch assembly due to lack of a work shop manual I do not know exactly what parts for the clutch assembley are needed, but it will need a new clutch housing gasket I would be grateful of further details regarding making a guarantee claim ----------------------------------------------------------------------------------------------- R)Thank you for your email. Has your bike been serviced? ----------------------------------------------------------------------------------------------- Q)Yes . Using P22 and 23 of your customer manual. The inspection and replacements were done at both 3mths and 6mth mileage intervals by myself and my son because he is undertaking a vehicle maintenance course at college and he wanted the evidence with photos for his portfolio. However, some of the things you have on your inspection list need updating as they simply do not exist on this bike. The only reason for having the garage do the work now is I do not have compression tools often required when rebuilding clutches, and without the ram-air socket its too easy to damage parts. ------------------------------------------------------------------------------------------------- R)You have confirmed that the scooter has travelled 1300 km with out two services carried out by yourself. The scooter is substantially overdue for its first service. For the continued use and safety of your scooter it is essential that your scooter is serviced which ever is sooner at 300kms/3 months - 1000km/6 months 3000kms/12 months and every 3000kms / 6 months subsequently by an approved service centre. This is clearly stated within the terms and conditions of sale. By way of example: 3.3. The Buyer acknowledges that the Goods are provided with the requirement to attach the wing mirrors, battery and any free accessories by the Buyer and all nuts and bolts need to be checked before road use. The Buyer acknowledges that the goods are not to be driven over 20mph for the first 100 miles of use. The Buyer acknowledges that the goods are supplied for public highway road use. The Buyer acknowledges that the Goods need to be registered with the DVLA and that the DVLA may wish to inspect and request the Goods to be tested and that the Seller does not cover any associated costs. The Buyer acknowledges that for continued use and safety the Goods need to be regularly serviced at the service periods are due at either distance travelled or time period of ownership, which ever is sooner, (300km / 3 months of ownership for first service, 1000km / 6 months for second service, 3000km / 12 months for third service and every 3000kms / 6 months of ownership subsequently) & mai ntained by an approved service centre. In order to maintain high quality workmanship and sound mechanical practices you should only seek standard repairs and standard servicing in relation to the Goods from an Approved Service Centre with approved parts. At the regular service intervals the scooters components are inspected, cleaned, adjusted, lubricated, and/or changed. Under the circumstances we are unable to process a claim. ----------------------------------------------------------------------------------------------- Q)I would suggest you please read my previous e-mail and your reply. I clearly state the two services were carried out by my son and I. But in your reply you tell me: “You have confirmed that the scooter has travelled 1300 km with out two services carried out by yourself.” This make no sense. However, now to the facts as you well know. No matter what services have been done on the scooter the part which has failed is a none serviceable part and therefore it is reasonable to expect you to replace, free of charge, the parts required without the need for a protracted disagreement over wordage etc. The parts amount to only around £30-£40 retail and much less than this for your company. The largest cost which is labour you are not standing. So I would be grateful for you to contact the garage where I have taken the scooter and organise with them to send replacement parts which should not have failed after such short usage. -------------------------------------------------------------------------------------------------- R) Our bikes are not for self service, they need to be serviced by an approved service centre. This is clearly stated in the terms and conditions of sale: By way of example: 3.3. The Buyer acknowledges that the Goods are provided with the requirement to attach the wing mirrors, battery and any free accessories by the Buyer and all nuts and bolts need to be checked before road use. The Buyer acknowledges that the goods are not to be driven over 20mph for the first 100 miles of use. The Buyer acknowledges that the goods are supplied for public highway road use. The Buyer acknowledges that the Goods need to be registered with the DVLA and that the DVLA may wish to inspect and request the Goods to be tested and that the Seller does not cover any associated costs. The Buyer acknowledges that for continued use and safety the Goods need to be regularly serviced at the service periods are due at either distance travelled or time period of ownership, which ever is sooner, (300km / 3 months of ownership for first service, 1000km / 6 months for second service, 3000km / 12 months for third service and every 3000kms / 6 months of ownership subsequently) & mai ntained by an approved service centre. In order to maintain high quality workmanship and sound mechanical practices you should only seek standard repairs and standard servicing in relation to the Goods from an Approved Service Centre with approved parts. The belt, clutch and associated components are part of the services that you have failed to adhered to. Under the circumstances we are unable to process a claim. --------------------------------------------------------------------------------------------------- Q) Ok. The Sale of Goods Act 1979 says that any item you buy from a trader must be: of satisfactory quality fit for purpose match any description given. If it isn’t, you can usually get one of the following: a repair a replacement your money back (a refund) some of your money back. You will not have these rights if: there is nothing wrong with the goods – you have just changed your mind about wanting them you examined the goods, or a sample of the goods, when you were buying them, and the fault you want to complain about was so obvious that you should have noticed it the trader pointed out the defect that you now want to complain about you have damaged the goods yourself the problem is the result of normal wear and tear the goods have lasted for as long as could reasonably be expected. This means that you fail on two counts since under no condition of servicing is this part of the motorcycle inspected or attended to. In fact it is behind a sealed cover which is never removed as part of any routine servicing. Therefore the item has failed sooner than would be reasonably be expected and was therefore not of satisfactory quality or fit for purpose. As such we are entitled to a repair or a replacement and you are using some unreasonable demands written into you blurb to try and reduce your liability which I can show is not applicable in this case by providing you with written statements from say five different service centres who will agree that your literature is not applicable. If you still feel you are covered by your claus 3.3 then I will have no option but to pursue this matter through the small claims court and I’m sure that your tarnished reputation via Watchdog and trading standards in the past will do nothing but to support my claim. I real do not understand why you feel this very small claim is worth fighting unless of course it is put into the context of say lots of individuals having similar problems with substandard parts which you refuse to deal with hiding behind clause 3.3 saving you say: 1000 claims p.a x £20 = savings to the company of £20,000. I would ask you to reconsider my claim. Since given your initial response and anticipating your reaction, I have now purchased the parts required and the scooter is back on the road. Because of this I now request a cheque for £25 to cover the cost of getting the parts and the postage needed. I am more than happy to supply you with proof of the repair and proof of purchase of the parts required. All this said the scooter is really nice and a fantastic product for the price it’s just a shame you insist on such archaic aftersales service putting you company in such a poor light. ------------------------------------------------------------------------------------------------- R) Thank you for your email The sales of goods act 1979 does not cover misuse. You have misused the goods by not servicing the vehicle as required. The service requirements are clearly stated in the terms and conditions of sales that you have agreed to upon purchase. 3.3. The Buyer acknowledges that the Goods are provided with the requirement to attach the wing mirrors, battery and any free accessories by the Buyer and all nuts and bolts need to be checked before road use. The Buyer acknowledges that the goods are not to be driven over 20mph for the first 100 miles of use. The Buyer acknowledges that the goods are supplied for public highway road use. The Buyer acknowledges that the Goods need to be registered with the DVLA and that the DVLA / HMRC may incur a delay in registration or wish to inspect and request the Goods to be tested and that the Seller does not cover any associated costs. The Buyer acknowledges that for continued use and safety the Goods need to be regularly serviced at the service periods are due at either distance travelled or time period of ownership, which ever is sooner, (300km / 3 months of ownership for first service, 1000km / 6 months for second service, 3000km / 12 months for third service and every 3000kms / 6 months of ownership subsequently) & maintained by an approved service centre. In order to maintain high quality workmanship and sound mechanical practices you should only seek standard repairs and standard servicing in relation to the Goods from an Approved Service Centre with approved parts. Our vehicles are not to be self serviced. The terms and conditions clearly state that servicing is to carried out by an approved service centre It is not possible to purchase a vehicle without prior agreeing to the terms and conditions of sale. As advised prior the belt, clutch and associated components are part of the services that you have failed to adhered to. Under the circumstances we will not be able to process a claim and is our final position regarding this matter. --------------------------------------------------------------------------------------------------- Further to your e-mail. I would like a plausible explanation as to how, by not inspecting the span clutch leaver which is the only reference to a clutch part in your service regime constitutes misuse when the scooter does not have a span clutch lever. Also, if the scooter had been to a motorcycle service centre they too would not have looked at or adjusted an part of the clutch assemble or parts that are not on the scooter. If non of the service items affect the clutch even indirectly how can this be categorised as misuse? ------------------------------------------------------------------------------------------- Thank you for your email. You have confirmed that the scooter has travelled 1300 km with out two services carried out by yourself. The scooter is substantially overdue for its first service. For the continued use and safety of your scooter it is essential that your scooter is serviced which ever is sooner at 300kms/3 months - 1000km/6 months 3000kms/12 months and every 3000kms / 6 months subsequently by an approved service centre. This is clearly stated within the terms and conditions of sale. By way of example: 3.3. The Buyer acknowledges that the Goods are provided with the requirement to attach the wing mirrors, battery and any free accessories by the Buyer and all nuts and bolts need to be checked before road use. The Buyer acknowledges that the goods are not to be driven over 20mph for the first 100 miles of use. The Buyer acknowledges that the goods are supplied for public highway road use. The Buyer acknowledges that the Goods need to be registered with the DVLA and that the DVLA may wish to inspect and request the Goods to be tested and that the Seller does not cover any associated costs. The Buyer acknowledges that for continued use and safety the Goods need to be regularly serviced at the service periods are due at either distance travelled or time period of ownership, which ever is sooner, (300km / 3 months of ownership for first service, 1000km / 6 months for second service, 3000km / 12 months for third service and every 3000kms / 6 months of ownership subsequently) & mai ntained by an approved service centre. In order to maintain high quality workmanship and sound mechanical practices you should only seek standard repairs and standard servicing in relation to the Goods from an Approved Service Centre with approved parts. At the regular service intervals the scooters components are inspected, cleaned, adjusted, lubricated, and/or changed. Under the circumstances we are unable to process a claim. If you require parts, please see the link below: Please arrange your overdue service with your local approved service centre. We are the brand manufacturer of the scooter, as advised prior the belt, clutch and associated components are part of the services that you have failed to adhered to. We have already confirmed our final position and will engage in no further correspondence regarding this matter. ------------------------------------------------------------------------------------------------- Well I'm sorry this is so long but it is as it is. I have sought legal advise but the cost of initial consultation etc, seem prohibitive given the small amounts involved maybe this is why they can get away with poor customer service?. I have passed this info on to trading standards and am awaiting a response so I suppose there is still hope yet. Might even give a copy to Watchdog. Maybe they will want to do another piece?? --------------------------------