Isen no7

I would normally keep out of build threads, but just thought I would clarify a couple of points.

There was definitely a communication error in regards to tyre clearance and size. Early on in the process of building the first batch of Isens I did show maximum nominal clearance using a dummy wheel, which you understood to be tyre size. That wasnt what I meant, but that was just bad communication on my behalf, and I was happy to take the bike back and modify it for you due to your tyre rim combo coming up much larger than their stated size. We then took it back to give you more mud clearance, although there was sufficient clearance for a true 42 tyre, just not your tyre/rim combo, which came up larger. I dont think we had anticipated that the first batch was going to be such a learning curve, and we did have numerous issues with things such as chainstay clearance for cranks and tyres due to the manufacturers tube profiling not being uniform, reverse threaded BB's, the fact we had no idea how people were going to build their bikes, what components they would end up using not to mention the massive jump in admin and logistics for this number of bikes were the main take homes from this. I'm very greatful for you using your large knowledge of bikes, their construction methods and regulations regarding them to iron out your issues. I do wonder whether you were expecting that these issues would have been ironed out before, the problem for us was that we didnt know that they were going to happen, and only found out once we had started building at this scale. The disocunt on the first batch was in part to get a lot of Isens out at once, and also to acknowledge that it was a leap of faith for people to buy an unknown bike, from a company that had never built at this scale before.

As to the rear spaciing being out, again I'm sorry that happened. As I explained, when the stays were dimpled for your extra clearance they pulled it in. I respaced it, but clearly there was still tension in it, and by the time it got to you it had reverted to being undersized. I then respaced it again for you and I assume it is still 135mm now?

Not sure the specifics of the late delivery, was that the issue with parcel force? I think part of the later communications issues was that your wife became involved, and it became quite hard to know who knew what. This was another helpful lesson for us to learn, and we try and keep as much comms and decisions on email. Normally you would have only dealt with Caren or Anna, but after you had shouted at Caren twice, she didnt feel comfortable talking with you on the phone, or for you to speak to Anna, so you got stuck with me, which no one wants. I realise it was clearly stressful for you, but hopefully you can see how that caused us some issues?

I dont know what parts we misplaced, but we did give you £135 worth of di2 cables, and 2 bottom brackets free of charge to help you get your bike running. Again, I know you were disapointed you couldnt use your CK BB, but it just protuded too far to allow the Di2 cable to run down the CS, it was an old model which has since been updated with a shorter threaded section to allow for this, but there is nothing we could have done to avoid that.

As for the shipping, we paid for both collection and return no? if I remember correctly the first time your wife shouted at me was when the parcel force courier I'd arranged didnt knock/ring number she had left on the door? I know how annoying couriers can be, but there really wasnt anything I could have done. Are you counting you coming to drop it off/collect the final time as a cost incurred? I thought you did that to avoid the courier issues happening again?

I would take issue with you saying we were rude. I know how stressful it is when things dont go to plan, and have always tried to sort out customers issues when they arise, I truly don't like people being unhappy with me or the bikes I've made. I'm not sure if you interpreted caren not wanting to talk to you as rudeness, that wasn't the intention, we were just trying to de-escalate.

If you've got any other issues, just email me and I will see what I can do to sort them out, and I really am sorry you found the whole situation so stressful, if it is any consellation we learnt a lot from your issues, and the batch as a whole, and I'm very grateful to you for that.

no need for shouting is there?

There was definitely a communication error in regards to tyre
clearance and size. Early on in the process of building the first
batch of Isens I did show maximum nominal clearance using a dummy
wheel, which you understood to be tyre size. That wasnt what I meant,
but that was just bad communication on my behalf, and I was happy to
take the bike back and modify it for you due to your tyre rim combo
coming up much larger than their stated size. We then took it back to
give you more mud clearance, although there was sufficient clearance
for a true 42 tyre, just not your tyre/rim combo, which came up
larger. I dont think we had anticipated that the first batch was going
to be such a learning curve, and we did have numerous issues with
things such as chainstay clearance for cranks and tyres due to the
manufacturers tube profiling not being uniform, reverse threaded BB's,
the fact we had no idea how people were going to build their bikes,
what components they would end up using not to mention the massive
jump in admin and logistics for this number of bikes were the main
take homes from this. I'm very greatful for you using your large
knowledge of bikes, their construction methods and regulations
regarding them to iron out your issues. I do wonder whether you were
expecting that these issues would have been ironed out before, the
problem for us was that we didnt know that they were going to happen,
and only found out once we had started building at this scale. The
disocunt on the first batch was in part to get a lot of Isens out at
once, and also to acknowledge that it was a leap of faith for people
to buy an unknown bike, from a company that had never built at this
scale before.

The bike initially arrived without clearance for a tyre that came up around 40mm – the tyres rubbed

I had checked with both you and Caren what the maximum tyre size would be and was told 42mm – I’d expect that to include some clearance for mud but even the road bike ISO indicates 4mm of clearance. So initially the bike was redimpled and I was just pleased that the nominal 38mm G Ones now fitted

As to the rear spaciing being out, again I'm sorry that happened. As I
explained, when the stays were dimpled for your extra clearance they
pulled it in. I respaced it, but clearly there was still tension in
it, and by the time it got to you it had reverted to being undersized.
I then respaced it again for you and I assume it is still 135mm now?

The bike went back to be redimpled a second time and I was clear that it needed to come back with adequate clearance and the rear triangle properly spaced. The bike had been sent down (you paid for that shipping) with a plastic spacer in the rear triangle. I had to pick the bike up myself but the spacer was not in the frame. You have asserted that the frame then drifted back in by 5mm.

Not sure the specifics of the late delivery, was that the issue with
parcel force? I think part of the later communications issues was that
your wife became involved, and it became quite hard to know who knew
what. This was another helpful lesson for us to learn, and we try and
keep as much comms and decisions on email. Normally you would have
only dealt with Caren or Anna, but after you had shouted at Caren
twice, she didnt feel comfortable talking with you on the phone, or
for you to speak to Anna, so you got stuck with me, which no one
wants. I realise it was clearly stressful for you, but hopefully you
can see how that caused us some issues?

07/11 email received stating frame is to be shipped on 16/11. 01/12 still chasing for bike assured it will arrive on 5th of December so I wait in for it. However the frame wasn’t shipped on the 4th December so never arrives. Have to chase again and the bike was finally delivered on 9th December. However brake hoses can’t fit through the routing and the rear wheel rubs.

Arranged for the frame to be collected on Tuesday 12th but ask Matt to liaise with my wife as to her availability as I was away working. No contact is made, and then my wife gets collection notice but it is when she is out that day, she asks Matt to rearrange the collection and to call her when it has been resolved. Wife comes back to house to discover Royal Mail had attempted to collect when she was out. She contacts Royal Mail, they are clear no one had made contact to reschedule the collection. After many conversations with Royal Mail it becomes apparent the only way for it to be shipped that day is for her to deliver the frame to a local Post Office for shipping . This took up half a day of her time.

Friday 15th am assured the stays have been rebent and the brake hose routing cleared and that the frame will be collected that day for shipping back to me with a one day turnaround.
Monday 18th wait in all day waiting for frame, it never arrives. Matt assures me that the frame was collected on Friday
19th December email from Courier stating the frame has only just been collected.
20th December frame arrives, there is just about 2mm of clearance at chainstays – there is a bulge in the rear tyre but still more clearance on non drive side to drive side. There is a bit of a bulge in the tyre but the wheel is true
I speak to Caren and she tells me the bike was only ever specced to take 40mm wheels, given I had emails from her stating 42mm I was just a little frustrated with what she said and the entire process. Given the preceding mismanagement of delivery, I was feeling really quite angry.

I dont know what parts we misplaced, but we did give you £135 worth of
di2 cables, and 2 bottom brackets free of charge to help you get your
bike running. Again, I know you were disapointed you couldnt use your
CK BB, but it just protuded too far to allow the Di2 cable to run down
the CS, it was an old model which has since been updated with a
shorter threaded section to allow for this, but there is nothing we
could have done to avoid that.

The second time the frame went to you for dimpling my pedals were in the bike box but they were not returned.

As for the shipping, we paid for both collection and return no? if I
remember correctly the first time your wife shouted at me was when the
parcel force courier I'd arranged didnt knock/ring number she had left
on the door? I know how annoying couriers can be, but there really
wasnt anything I could have done. Are you counting you coming to drop
it off/collect the final time as a cost incurred? I thought you did
that to avoid the courier issues happening again?

No, you refused to pay for shipping when the bike had to come back to get the rear triangle respaced. My wife is one of the most placid people I know, I was not there when she spoke with you but would doubt she would have shouted at you. However, you had not arranged things with her, did not follow up with the post office as you had said you would and I could imagine she may have made her displeasure clear.

I would take issue with you saying we were rude.

Being told the frame was only meant to take 40mm tyres (when I had correspondence to the contrary), being told a bike had shipped when it hadn't, being told to come in for 10am to get the bike fixed yet the person doing the work didn't arrive until 10.45... I'd consider these behaviours to be rude.

I kept quiet for quite a long time hoping the issues were teething problems with a new business, and that communications, timeliness, and QC would have been addressed. However a number of people have told me about similar problems which is really disappointing.

I wish not but at times it appeared the only way to get any action or response.