Advice regarding a dodgy retailer

[Mikeybikey57]

Earlier last month I decided to bite the bullet and bought myself a Raid toolbox for my 2011 S10, from DS Bike Protection, who are based in Spain. When the box arrived, I found that the black paint finish was slightly damaged but as it wouldn't show when fitted to the bike, I didn't see it as a major issue. Other than that, it looked robust, well made and big enough to hold my puncture repair kit and a few essential tools.

All was going well, until it came to fitting it. Turns out that despite DS Bike Protection assuring me that it would fit, the Givi QD pannier frames that I have on my bike, interfered with the fitting and, there was absolutely no way it would go on.
I subsequently e-mailed DS and explained the problem and included photo's to support my query. Despite their having included a copy in the boxes packaging, they sent me a PDF of their fitting instructions. After sending them more e-mails and photos showing exactly what the problem was, DS Bike Protection seemed to decide to ignore me.
I decided to stop messing about and sent the Toolbox back to them, e-mailed them that I'd done so and asked for a refund. One week and one further e-mail later they e-mail me back and tell me that they'll refund me the next day.

That was two weeks ago and despite several attempts to get them to respond, it seems that they are now just ignoring me. Does anyone here have any similar experiences with DS Bike Protection or any advice they could give as to how I can resolve this small but really irritating problem?

 

[WJBertrand]

I have the same toolbox and fortunately it fit fine with the OEM panniers and rack. DS has a Facebook page, I'm sure they wouldn't relish a public discussion of this issue there...

 

[Mikeybikey57]

I have the same toolbox and fortunately it fit fine with the OEM panniers and rack. DS has a Facebook page, I'm sure they wouldn't relish a public discussion of this issue there...

One step ahead of you WJBertrand. I tried to initiate a "public discussion" about this very issue on their Facebook page. They removed it within two hours and have blocked me from making further posts. Not a very good approach to customer relations I know but hey, they have my money now and just don't seem to give a damn about it.

 

[WJBertrand]

One step ahead of you WJBertrand. I tried to initiate a "public discussion" about this very issue on their Facebook page. They removed it within two hours and have blocked me from making further posts. Not a very good approach to customer relations I know but hey, they have my money now and just don't seem to give a damn about it.

That's dodgy as hell!

 

[Rasher]

I guess like most companies these days they are great when things go well, and noticeably absent when they don't.

Did you ask if it fitted with the panniers you have? If not the fact they do not fit is not their fault, but the customer service stinks.

I have one and it fits fine with my SW Motech panniers.

 

[fred-houston]

When I run into situations like this, which is rare thankfully, I just challenge the charge on my credit card. When ask to provide documents to support your challenge, just submit copies of the emails and the receipt showing you sent it back. It can take up to 90 days, but I have prevailed the couple of times I had to do it.

 

[WJBertrand]

Another thought. ADV Motorrad is an importer / distributor for DS Protection products in the US. They are on this forum, user name "rotaryracer". It seems like they may have a better rapport with DS. Though you didn't buy through them perhaps they can lend some assistance?

https://www.advmotorrad.com/index.php?route=product/product&path=59_81_82&product_id=131

 

[Mikeybikey57]

When I run into situations like this, which is rare thankfully, I just challenge the charge on my credit card. When ask to provide documents to support your challenge, just submit copies of the emails and the receipt showing you sent it back. It can take up to 90 days, but I have prevailed the couple of times I had to do it.

I was hoping to be able to use that route, as I nearly always use either Paypal or my credit card for online purchases. On this occasion however, their site would only let me use my debit card to pay. 20/20 hindsight can be expensive to turn into caveat emptor. :

 

[Mikeybikey57]

Another thought. ADV Motorrad is an importer / distributor for DS Protection products in the US. They are on this forum, user name "rotaryracer". It seems like they may have a better rapport with DS. Though you didn't buy through them perhaps they can lend some assistance?

https://www.advmotorrad.com/index.php?route=product/product&path=59_81_82&product_id=131

I would definitely take up an offer of assistance from ADV but I wouldn't want to impose on a business that had no involvement with my problem. Earlier this afternoon, I had a brief chat with a solicitor friend, who advised that I formally warn DS Bike Protection that I would take legal action against them, through the UK Small Claims Court, if they didn't refund me within a stipulated number of business days. She also said that it wouldn't be too costly to set up and that I could also seek to recoup my legal costs in having to pursue them through the UK and Spanish courts, if it became more complex. Sounds like a king sized pain in the arse but if needs must.......

 

[barkingllizard]

not good to have this issue, Mikeybikey57,
I had been pondering a purchase of this toolbox and certainly will NOT be pursuing it any farther...
thanks for letting us know.....

 

[Mikeybikey57]

not good to have this issue, Mikeybikey57,
I had been pondering a purchase of this toolbox and certainly will NOT be pursuing it any farther...
thanks for letting us know.....

Maybe still go for it, as it's a very handy accessory to have on your bike. Perhaps you'd be better getting it from somewhere other than directly from DS Bike Protection. Just make sure that your S10 isn't fitted with one of the GIVI PLR367 Rapid Release Pannier Racks, as the Raid Toolbox WILL NOT fit with it on. ::008::

 

[Mikeybikey57]

I guess like most companies these days they are great when things go well, and noticeably absent when they don't.

Did you ask if it fitted with the panniers you have? If not the fact they do not fit is not their fault, but the customer service stinks.

I have one and it fits fine with my SW Motech panniers.

I e-mailed DS Bike Protection before committing to the purchase and asked if there would be a problem with the Givi Rapid Release pannier frames. They replied very quickly and were adamant that there wouldn't be any problem and that it would fit. Given their encouraging response, I assumed that they'd made a specific fitting kit for it or something to that effect. The fact that when I e-mailed them some photos, clearly showing that they were incorrect in their assumption and they responded by simply ignoring me, just makes me fume.

 

[XTZELEE]

I got one of these DS raid boxes about a month ago and wanted to use it with the GIVI PLR367 Rapid Release Pannier Racks.

The brackets that come with the box cannot be used with this rack. So rather than send it back to Spain, I used two 27mm rubber lined s/steel P clamps hanging from the new GIVI attachment receiver points.

I made two temporary right angle brackets to attach to the P clamp to see if it would all align properly. If you fit the door plate upside down and release the rack crossbar, you can open the toolbox fine. The P clamps give a sturdy attachment point and the box fits with enough clearance all around. The Trekker Outback 37L panniers fit too no problem.

I am getting proper laser cut stainless steel brackets made up now that I have proved the theory.

DS should provide this set up in the first place. The box itself is simple and very strong.

 

[2daMax]

::006::

Any pictures of this "McGyver" fix? Thanks.

 

[Cycledude]

Thanks for the. Tip guess I won't be buying anything from them

 

[WJBertrand]

Kind of a shame really, because it's a really nice, well made and very handy bit of kit.

 

[XTZELEE]

Have photos but not sure how to put them up here.

 

[La Knee]

NEVER use a debit card for online purchases . Paypal is the best protection for these situations . Good luck!!

 

[Checkswrecks]

Have photos but not sure how to put them up here.

Post the photo to an account in Photobucket.com or similar.
Get the URL for the photo, which in Photobucket is called "Direct" and displayed at the right side of the page.
Come back to the YST thread where you want to post the photo.
Click on the picture frame link. It's right beneath the B for making bold text.
Paste your URL into the box which will open.


You can try it here:
http://www.yamahasupertenere.com/index.php?board=20.0

 

[Mikeybikey57]

Good news. It appears that DS Bike Protection have decided not to ignore me any longer.................... and finally paid the refund back into my account this morning. ::008::