Ican, aftersales support (with a complication)

[cestmoi]

Hey all, hope all is good with you. I have an odd situation, wondered if anyone has a suggestion for moving forward.

A local bike shop started building their own brand 3 or so years ago. To do this, they bought Ican Aero road frames with their own logos added, and added group sets and wheels from the likes of Shimano. All very nice bikes with quality frames and good customisation, and also helping the LBS etc. Win/win.

My partner bought one when they launched; I bought one last year. Both were built on versions of Ican's aero road frames. No problems with either so far.

But the complication I've encountered is: the bike shop ceased trading in autumn last year due to cash flow problems, and I'd now like to buy a spacer set for my A22-based bike- just to raise the bars a shade, nothing dramatic. I can add these myself- if I can get them.

And it turns out that I can't, because each time I approach Ican, they want my order number. Which I dont have- the bike shop were their customer, not I. Whenever I try and get them to understand this, via web chat or email, we get so far and then comms on the Ican side just....dries up. This is now at about the 6 month point.

I've now got a bit worried about this; what if I need a new seat post, bars, seat clamp, etc? They're all custom. I can't get Ican to understand this somehow.

Does anyone have any ideas of how I can approach this differently to get access to parts if I need them?

many thanks

cestmoi

[BeR]

Hey all, hope all is good with you. I have an odd situation, wondered if anyone has a suggestion for moving forward.

A local bike shop started building their own brand 3 or so years ago. To do this, they bought Ican Aero road frames with their own logos added, and added group sets and wheels from the likes of Shimano. All very nice bikes with quality frames and good customisation, and also helping the LBS etc. Win/win.

My partner bought one when they launched; I bought one last year. Both were built on versions of Ican's aero road frames. No problems with either so far.

But the complication I've encountered is: the bike shop ceased trading in autumn last year due to cash flow problems, and I'd now like to buy a spacer set for my A22-based bike- just to raise the bars a shade, nothing dramatic. I can add these myself- if I can get them.

And it turns out that I can't, because each time I approach Ican, they want my order number. Which I dont have- the bike shop were their customer, not I. Whenever I try and get them to understand this, via web chat or email, we get so far and then comms on the Ican side just....dries up. This is now at about the 6 month point.

I've now got a bit worried about this; what if I need a new seat post, bars, seat clamp, etc? They're all custom. I can't get Ican to understand this somehow.

Does anyone have any ideas of how I can approach this differently to get access to parts if I need them?

many thanks

cestmoi

Where do you come from ?

[rockerplates.de]

i can try to get in touch with my salesperson, where are you located?

[cestmoi]

Thanks both; I'm located in the UK.

Replies on webchat on email so far seem to always come from "Perry".

[BeR]

Thanks both; I'm located in the UK.

Replies on webchat on email so far seem to always come from "Perry".

Have you tried WhatsApp ?
Unfortunately, I don't know anyone in UK, sorry.

[jonathanf2]

Which ICAN location are you talking to? I'd contact ICAN from their international website at: service@icanbikes.com

Ask for Sherry (if she still works there). She was the last rep I was dealing with when I was interested in purchasing the FL1 frameset. Maybe she can help.

[cestmoi]

thanks. Contact was:

perry@icancycling.com

I'll try 'service' as you suggest and see if Sherry is still around. Also, thanks for noting the whatsapp, somehow I failed to spot that.

[J.J.]

I contacted Ican to enquire about the FL1 a few months ago, I was in contact with Melody. If it's any help, her email address is - melody@icanbikes.com

[Serge_K]

Post pictures here, it should help. Both the entire bike and the headset area in particular.
Headset spacers tend to be standard rather than custom (like most things on a bike). You might be able to buy a whole stack and replace your existing ones, for eg. Surely, their steerer is standard size. If you're looking for a spacer rather than the interface between frame and spacers, that's quite likely to be somewhat standard.