for a company to replace a broken frame.
might add, it is not a off the peg run of the mill frame.
2 weeks in and the bike shop i bought off say’s he has not heard from the manufacturer.

I’d be kicking some arse after 2 weeks, big time.

Ton, I think if a month has passed without any result I would start to get a bit forked off. After 2 weeks they should at least start communicating.

2 weeks in and the bike shop i bought off say’s he has not heard from the manufacturer.

i would have expected at the very least a communication stating it had been recieved and what will happen next. eg. we will look at in a week, or we will get back to you by X

shop say’s he has emailed loads of photo’s to the company in germany, and has not heard back from them.
think i might email them myself with the photo’s too.

phone them.

they’ll probably speak English and you can get a quicker response.

I would be calmly reminding the shop that the manufacturers delay is more their issue than it is yours

I’m stockpiling arms like David Koresh after 12 hours. They’ll pay for their lack of belief in me!!! AS WILL YOU ALL!!! MUHAHAAAAAAAAAAAAAAAAA!!!

Sorry… what was the question again?

bit left field, even for binners 😯

that is longer than I would wait before threatening fist pie
Should have at least been a reply and some indication of what they want to do at this point

I might wait a while but I’d expect communications at least- “It’ll take 2 weeks” is fine but 2 weeks of silence isn’t.

German customer service is ‘interesting’ to say the least….

…..they will see a two week wait as mandatory…..

Canyon or YT industries?

or someone else?

he has not heard from the manufacturer.

That says to me they haven’t even chased the manufacturer -Unacceptable imo.

I’d ask them for firm timescales and chase them up when they are not met – follow up all correspondence in writing.

german customer service is non-existant. i’m often left wondering why companies have a department called “Kunden Service”.

phone them up and tell them that they will recieve bad press over their ineptitude.

A gentle reminder to the shop of your consumer rights might be in order. Your contract is with them, not the manufacturer.

just sent a nice long email to their customer services department.
we will await the outcome.

dont know if it is the dealer not doing his bit, but the service from both these parties is truly truly shocking.

German customer service can be staggeringly bad, it is the one thing that is noticibly worse here than in the UK.

MSP… whereabouts are you?