Decathlon Gave Used Tires for My XC100 Bike Instead of a Warranty Replacement
In June 2023, I purchased a high-end XC100 mountain bike from the Decathlon Forum Istanbul branch, and my warranty is still valid. After only a few rides, I experienced frequent tire punctures and brought the bike back to the store. They suggested using the Tubeless Ready feature, one of the bike’s specifications and asked me to purchase the Tubeless Ready valve and special fluid from the store. I made the purchases and delivered the bike to the Decathlon bike workshop in Izmir. The workshop supervisor attempted to apply the Tubeless Ready setup for four hours, but the tire continuously leaked the fluid, which he attributed to the tire being worn out. He acknowledged that the tire was defective and offered a free replacement under warranty with an equivalent tire. When I requested a high-end tire like the one originally on the bike, the supervisor agreed to request Decathlon headquarters and took the bike for further action. After two months, I was informed that the replacement tire had arrived, and I was called to the store. However, when I visited the workshop, I noticed that the tires provided were used and packaged in a bag. I raised this issue with the workshop supervisor, who informed me that Decathlon no longer sells this specific tire and could only offer tires removed from another bike. We tried using these tires with the Tubeless Ready setup again, but it failed. The supervisor said he would report the issue to headquarters and returned the bike to me with inner tubes instead. After not receiving any follow-up from the store, I contacted customer service, who informed me that the workshop supervisor, M****, would call me. A week later, M**** called and stated that he owned the same product and had never experienced any punctures, implying that the problem was unique to me. He also said no further support would be provided. I called customer service again, and they told me that the replacement tire provided was new. When I requested import documentation for the tire, they informed me they had no such documents. When I asked if the tire was brought into Turkey illegally, they suggested I could pursue legal action. As a loyal Decathlon customer, I feel deeply let down by this experience. I can no longer recommend this brand in Turkey. As advised, I will be exercising my legal rights and filing a complaint with the Consumer Court.
Sure, here is the translation of the text from Turkish to English: "No one called. They didn't offer any solution."
Hello Mr. Ercan, The situation regarding your request has been communicated to our store representative who is in charge of the process. Our store is monitoring the stock, and our relevant unit representative will provide you with information once the process is completed. We thank you for your understanding during this process and wish you healthy and sporty days!
First, Mr. Sercan from Decathlon İzmir Gaziemir called. Then, the central unit called for support. My bicycle is currently at the Merter store and is waiting for a part. Thank you for their attention.
I am happy because I see genuine Decathlon customer satisfaction. Global brands should never be represented by people with the vision of a street corner bicycle vendor. The communication boundaries of these individuals should be defined.
