Ride on! Refund for e-bike

Angela Hill is looking forward to getting back in the saddle after Raw Deal helped her get a £1,000 refund for an electric bike that had become faulty.

Angela, from Banchory, Aberdeenshire, bought a Jetson Adventure model from Costco in November, 2019.

However, in June this year, the bike began displaying error codes.

“On checking the manual, I discovered that this was a controller issue and a motor issue,” Angela said. “When I purchased the bike at Costco, I asked at the time if there were any problems would I be able to return it, and the guy said yes, no problem, there is no time limit.”

Angela contacted Costco and Jetson for help but felt like she was being passed from pillar to post.

“I was told that nothing could be done as the bike was out of warranty,” Angela said. “But I was unable to use it and I expected a bike that cost almost £1,000 to last longer than a couple of years.”

In frustration, Angela wrote to Raw Deal for advice and we asked Costco to investigate.

The good news is that the company decided that a full refund was in order.

Costco said: “This has been resolved to the members satisfaction.”

Angela said she was thankful to Raw Deal for stepping in.

She added: “I can’t believe that I had been trying for three months to get this sorted and you have been able to get it resolved within half an hour. I don’t know how youdoit.”