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What's an acceptable length of time to wait for a warranty replacement frame?
I took a cracked frame in on the 2nd January. It was explained that the workshop wouldn't be able to check it over until the 4th (no problem there). I had loads of updates to the progress of the claim up until the replacement frame was ordered from the manufacturer.
Now, here's the slight spanner in the works...I took in a hardtail frame and because it was the second HT frame (XC race bike) that has cracked (in different places) I asked if they could ask if I could replace it with the equivalent full suspension frame. This was agreed quite quickly and within a week the frame was ordered...
So....it's now 28 days after taking the HT frame in, 26 days since it was checked and probably 20 days since the replacement FS frame was ordered. Taking into account weekends etc, that's 3 working weeks.
Is that acceptable or should I be 'kicking off' by now?
I think a polite query would always be more appropriate, in the first instance, than an immediate MAD launch.
I've been on the phone every few days since it was originally expected. I was told it would be about a week/10 days after it was ordered. I last called on Friday where I was told it would be this week so do I wait for the end of the week before calling again or.....???
To be fair, it' not the dealer (I don't think), they've been as helpful as I could hope them to be...
Out of interest are we talking large scale manufacturer/supplier who shift millions of units a year so is likely to have a correct frame available, or small low volume manufacturer/supplier who may be waiting for stock to become available?
Large scale supplier supplying a large (European) manufacturer which means it's coming direct from Europe rather than having a frame sat in stock...plus it's a top end frame that are relatively rare in the UK and a small size so probably not enough reason to hold stock in their warehouse.
I would have expected a bit better response in that case, does seem a bit poor, assuming the dealer has been doing their bit.
As it's a Euro company have they tried blaming brexit yet? 😉
Haha...well, narrowing it down a little...they're Swiss so not sure they can blame Brexit can they 😀
:LOL:
It took me about 5 weeks to get my Saracen frame replaced before Christmas, including an extra week for them to return and replace a no disc frame for a disc one
Seems quite slow. I found a crack in my bike on Friday. The replacement is arriving tomorrow 🙂
Large scale supplier supplying a large (European) manufacturer which means it’s coming direct from Europe rather than having a frame sat in stock…plus it’s a top end frame that are relatively rare in the UK and a small size so probably not enough reason to hold stock in their warehouse.
In that case it's possible that they are simply having problems locating a suitable frame. However, I'd expect them to give you some sort of update rather than "just wait a bit longer".
Weill I've been waiting since October 16th for my replacement. There were a few problems along the way and timed with the fox/mojo split it wasn't a perfect time to get it sorted.
Hopefully have it back soon!