Pon.Bike Australia

Absolutely worst experience I have ever had with any company, it has taken approximately 6 weeks so far with backwards and forwards with more photos etc. The last response I was given on how long it might be was, when ever they make a decision". You would think for the amount of time wasted backwards and forwards that it would have been more cost effective for the company to have replaced the frame

Good bike

I had some problems with a new e-bike. I talked with Derby, and they were great about resolving them.

During the current unprecedented situtaion where there is very little (if any) stock of a large range of bikes, I (like many) have searched all around for a bike. After having no luck in Melbourne, I was eventually fortunate enough to find one in Adelaide. The local bike shop I bought it from has been excellent in the sale of this bike and in providing advice. However, when I asked whether the bike could be sent to Melbourne, the Cervelo distributor, Pon Bikes, did not allow the local bike shop to send it, consistent with a long-standing policy, apparently designed to protect local markets, among other reasons. In normal circumstances this policy makes some sense. However in these current circumstances it seems a redundant policy. I have followed up with Pon directly to confirm this stance and was told that the policy is firm and no discretion can be shown because 'it's a long standing policy and it is what it is'. Some reasons were given that make sense in normal times, but no good explanation was given as to why it still applies now. I will now have to drive over to Adelaide to pick up the bike. So, the end result is that I still have the bike that they don't want me to have (seemingly), but I have to give up 2 days and incur significant expenses to do so. Madness. Thanks for nothing, Pon (except what I hope is a quality bike at least).

Cagey, and entirely unhelpful when trying to locate an Santa Cruz bike dealer in australia that actually has some bikes. Why the secrecy? The cold war is over!

Derby cycles are located in Adelaide and provide great service and advice on their products

A great aussie wholesaler with great product and support

Not very helpful and a bit dismissive. Noemally ringing up a distributer for ADVICE alone is met with interest in that their product has had and still having problems and you would normally excpect verbal help. Not with this company, however

Excellent after sales service from PON.Bike. Super quick replacement of my faulty battery, BNE-ADL-BNE. My problems were addressed immediately, and I was riding again in a matter of days. Thanks so much PON!