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I dropped my road bike in for a warranty claim on a set of Ultegra STIs mid August and was told by the shop it'd be a couple of weeks turnaround. Just called to check progress hoping it would be ready to collect and was told Madison are currently taking 3-4 weeks to respond to warranty claims.
Anyone else experiencing this? It's pretty poor on Madison's side of things.
If only there was a reason that there might be a backlog of things for them to deal with.
Thanks for the constructive comment. I'm aware there's a pandemic. Even so, 4 weeks to open a package confirm it’s bust and send a replacement is pretty poor.
Madison warranty is slow at the best of times, 4 weeks is not uncommon in a normal summer.
It can be very frustrating for customers and shops/staff.
Yes, it must be frustrating for the shops/staff too. I'm surprised the big brands accept their distributor takes this sort of time to be honest. It's their reputation that's being damaged.
I used to work in a bike shop and dealt with all the warranties that came in. Madison were one of the worst in terms of turnaround. Hopefully you'll get it sorted quickly
Quite often Madison credit the store even if a replacement has been asked for and don't inform them until they call and chase it up.
Yup, has been 3 or 4 weeks for non-priority warranties with them at the moment.
Is it not possible store can give you a replacement whilst waiting or have you not asked? Covid delays is the new great excuse.
OP leaking hydro lever ?
3-4 weeks seems to be Madison normal. Not just this year.
But be worth checking the shops not had a credit in place of a new bit sent out. It seems a bit random at times with that.
Or that they don’t have stock of the new bit
It was five weeks this time last year when I worked in a bike shop and that was pre covid staff distancing and worldwide shortage of parts. I think you are in for a long wait.
Of course it all depends when the shop logs the warranty & sends the part back. If they are tardy it'll add to your wait. Worth checking
Yeah I wasn't impressed with their approach. Pair of gloves, stitching failed on first ride. They said yup that's faulty, return with a note asking for a replacement. Did this.
Then after a delay (which I'm 100% OK with) got a refund. Queried, sorry we can't offer a exchange.
Refund is fine but to get another pair of gloves you need to pay another postage charge of £5.
Guess departments don't always talk to each other 🙄
OP leaking hydro lever ?
No, I think the ratchet had failed in the right hand shifter – it wouldn't shift up the block. However, the shop said it was the 3rd set in two weeks to go back, the other two were both hydro failures. In Shimano's defence I suppose there are a lot of bikes out there with their stuff on.
I've had 3 experiences of Maddison warranty claims, all obvious bike frame failures. All took an inexplicably long time (8-12 weeks). Communication was poor. I won't buy another bike or frame from them.
I chased this yesterday and was told the replacement STIs won't ship until the end of October. What a joke Madison are – 10 weeks to supply a warranty replacement.
It might not be Madison's fault, it maybe shimano haven't got the items to ship to Madison. What is Madison's and the shops fault is telling you this rather than just a vague timescale
I chased this yesterday and was told the replacement STIs won’t ship until the end of October. What a joke Madison are – 10 weeks to supply a warranty replacement.
To be fair to Madison, Shimano parts in some cases are on 6-9 month lead times with general parts shortages across the industry. LT is shorter at the higher end but still way longer than normal. Plus, UK / EU stocks will have been low to start with when your claim went in.
Remember that your contract is with the shop and they are legally obliged to sort it within 28 days. If they can't due to Madison they should offer alternative or refund (not always full, depends on wear and tear after 6 months)