Is it a Dolan Disaster?

UPDATE: Monday 19 October
Email received from Dolan apologising and explaining the left hand axle endcap is missing. They also tried to imply I must have it or lost it because it wouldn’t be possible to pass their PDI, notwithstanding I still have no record of one

Lets break that PDI down. They say it’s built then signed off by a 2nd mechanic. If the axle was overtightened at build, the brakes and gears would be working at sign off as it was for me until I removed the wheel. The sign off doesn’t PDI the bike again. When I popped the wheel back on, the rotor was suddenly rubbing heavy on the inside pad which, in hindsight, is a tell the axle was overtightened to take up the play. Why would the caliper need adjusting after taking the wheel out? Why would I be emailing them if I had the endcap? Just own it and sort it.

They are sending me a replacement endcap. Hopefully that resolves it but it’s put a massive dent in my faith with them. Not even a whisper of a gesture of goodwill either. Even an offer is something, I’m not bothered about what it is, its the principle.
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My new gravel bike turned up yesterday. I should be excited, eager to ride it but the reality is it’s faulty and the whole process from order to delivery has been a bit of a shitshow to be honest and I’m on the verge of sacking Dolan off and never buying one again on this episode.

I own two Dolan gravel bikes. The service etc has been good previously . Enough for me to buy again anyway so it’s not unreasonable to expect the same this time but things went south from the outset.

At the time of order, I received no order confirmation and the website got stuck in a loop so I couldn’t sign the finance agreement. It took an email to Customer Services to sort it out. I got an apology, the order confirmation was sent separately and then I had to wait for the bike to be painted and built. That I can forgive.

On Friday I got despatch confirmation and on Saturday morning I checked the delivery and it said Monday. Perfect. I left for The Broadway Grinder at 8.40am and within minutes I had an email it would be delivered between 9 and 10am. Yes, 20 mins notice FFS. It was delivered at 9.06 am.

It was delivered upended in my open porch, and unsigned for. Thats a breach of the finance companies rules. They insist goods must be delivered to the address on the agreement, secured and signed for to prevent fraud. I know, we use the same company.

I took a peek inside and all looked ok so I took it out to build it today. Standard tweaks, new saddle, new wheels, adjust the bars, fit pedals etc.

When I went to remove the rear wheel, the axle was really tight. Overtight in my opinion and getting it back in was a faff too. When I dropped it out of the stand a clunk from the rear end tweaked my spidey sense. That don’t sound right and a wobble of the rear wheel found loads of play.

I popped it back in the stand and there it was, a big gap between the end of the wheel axle and the frame dropout, the source of the play. I double checked the axle torque. Spot on @ 12Nm. I think they’ve deliberately overtightened it to hide the play and is why it was difficult to get the axle back in. It wasn’t seated on or in anything so was always off-centre.

Then I went to find the PDI sheet. Nothing. Was it even PDI’d? No paperwork at all in the box.

Not sure how it left them in this state. Looks like a frame issue to me

I’ve emailed them and await their response and resolution tomorrow

To say I’m annoyed is an understatement