[Closed] Warranty replacement - AIBU?

I would expect the shock to be included if it was originally sold with one and it's since changed size.

Not normally, what did you send back?
But as something has changed maybe I think you are into discretion at this point

edit - this is after you have spoken to the place you bought it from and they have spoken to the dealer and exhausted conversation?

Am I reading this correctly? You sent back a broken frame with a working shock, and received back a replacement frame with the same working shock? Not sure I see the problem

He handed over his (presumably broken) frame. They've said they'll replace the frame but not the shock and the new frame needs a new shock since it's a different length to the old one.

I understand that normally they'd just put your old shock onto the replacement frame, but in this case they can't. I was offered another frame (which isn't the correct replacement IMHO) without shock.
I've mailed them back to say that I think it's unreasonable to expect me to buy a new shock on top of new wheels and fork (it's a 650B).
I'm still mailing them, hence no names or pack drill.

They can't put the old shock onto a new frame (different size). They have offered me a different frame w/o shock.

how long have you been waiting? Got a shop in the middle? No response as in ignored or just not waiting long enough?

Probably the latter mike 😀
The shop has been OK so far, I'm just wanting a sanity check that I'm not being unreasonable to expect a working frame complete.
If it comes to a standstill, I'll mail the manufacturer direct and see what they think of it (I think teh shop is dealing with a distributor).

The problem is that my frame is an older model which the manufacturer doesn't seem to have parts for.

ah ok, it was this bit that threw me - couldn't think what 'parts' were needed

If you can't use the new frame then I'd definitely be expecting a new shock.

Just noticed your more recent post, the 650b issue changes things further.... dunno what should happen really. Did you buy as a full bike?

Ask for everything and settle for something in the middle, it's how I would deal with people from the sellers side. Depends on a lot though, manufacturer, importer, availability of parts and the deal you got in the first place.

I've heard of some places even paying bike shops to do the strip rebuild on bought bikes (exception not the rule) and others being very tight. If you read the warranty all they will replace is the frame legally.

Frame only, legend.

as Hora says these 650 are better with 26" anyway 🙂

If that's all they had and I wanted the new frame I would try to come to some agreement, maybe buy a new shock from them at cost and sell yours to fund it?

That's not so good, it's a consequential damages problem then so a lot trickier. Hopefully the shop can come up with something. At least if you get the shock sorted you could punt it and get another 26er

Used shocks don't hold much value though so I'd still be considerably out of pocket, especially when you consider that the sale of my 26 wheels AND forks likely wouldn't even enable me to buy new forks.
I know this is going to cost me (due to 650B), but I'll feel a bit hard done by if I have to fund a new shock.

Shouldnt be costing you. It's up to them to make good, and if they can't provide a compatible product, then I'd say wheels, forks and shock are theirs to provide.

Is it a fairly new frame or is it one of the brands that offers long warranties on their frames?

That would affect my willingness to incur additional costs TBH.

I don't want to kick the arse out of it. I just want a workable frame, as the one I purchased was.
It's a pretty decent warranty period, the frame is 2 and a half years old (still under the warranty).

Warranty should restore you to the situation you were in before the failure. It's their decision not to carry spares for your old frame, if they're supplying an alternative they should carry any related costs- it's the cost of not carrying warranty stock (and offsets that saving)

I hear what wrecker is voicing, he's miffed and quite rightly should be that the frame brand has gone 650b without realizing that the 26ers they have already sold might need replacing therefore they should have held stock for warranty purposes.

oh and kept stock of the shocks to fit.

The terms of the warranty are in the warranty itself.

A bit tight IMO not to give you a shock, irrespective of that, is this a cottage industry supplier/builder?

Miffed? Not yet, more surprised. Maybe the distributor didn't realise that the shock wouldn't fit. Maybe the shop and distributor haven't communicated effectively. There again mayeb someone is being tightfisted. I dunno. The shop is aware of my concerns now, and the comms have slowed down a touch.....leading me to believe maybe it's the latter.......

is this a cottage industry supplier/builder?

On balance I think you're doing the right thing by not being a prick about the 650b switch but holding out for a shock.

They are so much cheaper for suppliers than for us punters, so hopefully they'll help you out.

Thanks chaka, I was hoping someone would say that.
Fingers crossed!

I reckon NW has it - they're unable to replace the bit which has broken because they're too tight to keep a stock of replacements. Therefore it's their fault you need a replacement shock, not yours and they have to make good. I'd go further and suggest that if it's their decision to drop 26 and not keep any warranty spares, then the cost of upgrading wheels and fork should also be theirs - it's a bit shit that you're forced to pay for their wheel size decisions.

then the cost of upgrading wheels and fork should also be theirs

For me, that would depend on what you bought - if you bought frame only then I think you'd say that it was just one of those things but if you bought the complete bike then they should replace that.

Anyone know what's actually written into warranties, typically (if there is a 'typical')

TBH, given the extra outlay you're going to have to make on new 650b wheels/forks etc, I would be pushing for them to either put you back in the situation you were in, with a functional 26" frame, or refund what you paid for it. They've got away very lightly with their decision not to hold warranty spares if they just give you what could be effectively an unusable frame.

There's no way you should be hundreds of pounds worse off as a result of their failure.

Of course, if you quite fancy the change, disregard this...

then the cost of upgrading wheels and fork should also be theirs - it's a bit shit that you're forced to pay for their wheel size decisions.

Of course, if you quite fancy the change, disregard this...

No update today despite a request yesterday evening, and another this afternoon.
Trying to maintain my zen.

I do hope you don't use the name "wrecker" on your warranty claims

Negatory honorablegeorge

aracer - Member

I reckon NW has it - they're unable to replace the bit which has broken because they're too tight to keep a stock of replacements.

They may have kept some but just used them up sooner than expected.

If he's only bought a frame, no supplier is going to be buying new wheels etc. Dream on.

If a frame breaks some Distributors expect you to swap your shock over. Ok, understand as the shock wasnt the part that broke. In the OPs case why is the distributor doing this? They know the shock wont work so they are trying it on.

The way round this Wrecker is to ask them to fit the shock before returning it back.

Cant?

Explain its not satisfactory, you bought a frame and relevant shock. Part incorrect warranty replacement will leave you out of pocket. Unless it Commencal I'd mention small claims.

When can you name and shame?

Not until I've exhausted all avenues with the retailer and the manufacturer Hora. They'll get a fair crack of the whip to make it right.

Agree.

I'd love to know their explanation when pushed beyond the 'thats standard warranty company policy'.

having worked on the other end doing warranties for a frame manufacturer, i never had the shocks back only ever the frame. I had some go from 26" to be replaced with 650b however for them the shock was same eye to eye on 650b frame, did swap a DH frame for Enduro frame once & frame didn't come with shock but then old frame wasn't sent back with shock.

What did you originally buy? was a box of separate bits, a frame+shock or a complete bike?

Frame complete (including shock). I know that they'd usually put the old shock onto the replacement frame, I wouldn't have had a problem with this. But I'm not going to be left on the hook for a new shock because they changed the sizes.

then the shock is their problem. You bought a working system, the warranty should provide you with the same

Completely with you on this one wrecker for all the reasons you and others have said. I'd be very surprised if they didn't sort it as you're in no way being unreasonable.

Oh dear, the distributors are holding firm on the no shock bit.
I've asked for contact details and have mailed the manufacturer.

a warranty is not the same as say, an insurance (returning you to no worse a position than before the event), or a SOGA protection. It is an offer from the manufacturer to the customer at the point of sale to replace specified things, under specified conditions, within a specified time limit.

It sucks, but there's nothing but a faint moral nudge for the manufacturer to do any more than replace the frame since that is all that would have been covered in the warranty "contract" you accepted when you bought it.

A full bike, on the other hand, would probably have been returned in whatever form they had to to get you back riding.

If it makes you feel any better, just close your eyes and imagine that you had bought a frame with a shorter warranty period and you were now outside that period, but the gracious manufacturer were offering you a new frame as an act of goodwill, even if it didnt come with a shock and was the wrong size. 🙂

But I didn't buy a frame which is out of warranty. I bought a very expensive carbon fibre frame from a very reputable manufacturer which is still in warranty.
It's not my fault that they do not carry spares for it, and I DO expect to be left in the same position as I would have been if their frame hadn't failed.
Warranties aren't free, it's built into the price of the frame. I have paid for it already.

It's not my fault that they do not carry spares for it

and I DO expect to be left in the same position as I would have been if their frame hadn't failed

and that's the mismatch of expectations. Warranties arent protected rights. That you paid a lot of money with an expectation of protection greater than you got is a kick in the nuts.

Your only recourse left (after you've picked up the replacement frame to sell on) is to do teh naming and shaming bit.

I'm not particularly motivated by being vindictive stoner. I just want a frame that i can put bits on and ride. Just like the one I bought in the first place.