Warranty claim - Opinions wanted.

Myster101

supersonic wrote:

Commencal don't have to deal with the customer - the shops does. The shop should be sorting this.

Good point but it still Commencal's fault. They should not be sending out frames with defects in the first place, and to say the customer should rectify it themselves :?

cooldad

Myster101 wrote:

supersonic wrote:

Commencal don't have to deal with the customer - the shops does. The shop should be sorting this.

Good point but it still Commencal's fault. They should not be sending out frames with defects in the first place, and to say the customer should rectify it themselves :?

If that is actually from Commencal, they admit that there was a fault with a batch? of frames it would be up to the manufacturer to arrange a recall or sort out remedial action - via the dealer would be the way to sort it out, but the manufacturer should be driving the process.
Sounds like the dealer was a bit slack as well though.
IM always HO of course.

n1ppy

Yes that post is from Commencal, Jérôme is dealing with my claim. I haven't checked this thread for a while but just to clarify a few points.

- The bike shop were originally dealing with this and are still involved, I've just tried to speed things up a bit.
- Most of the delay has been the fault of Decade (the distributor), the person originally dealing with it left and the claim was misplaced/forgotten/put to the bottom of the pile! It seems they were/are understaffed but once they started to deal with the problem they were quite helpful.
- The communication between Decade and Commencal could have been better though. This was obviously a known problem and it seems Commencal assumed the shock was just rubbing the paint, as in other cases. Better communication from Decade would've explained that the shock casing was damaged as it had rubbed the weld and not just the paint.
- Now Commencal have the frame they will hopefully be able to make a more informed decision regarding this claim.

All of this aside, it is the best bike I've owned. I just wish I could ride it!

mat-ster

This post has really opened my eyes to how poor customer service can be.

1) This is a FAULTY product you do NOT have to accept repair, because they have already accepted liability! It should have been replaced without any issues (ignore the 6 months) it can in fact be years - but this has to pass the "reasonable test" e.g. bought a new snowboard in the summer..
2) Was the bike purchased using a Barclaycard or Online for that matter?
3) You could always threaten to post a few pics online - amazing how quickly it would have been fixed then.
4) I would simply explain that you intend to take them to a small claims court (the shop) I doubt they would even turn up, that way you can get your expenses back e.g. Phone calls, travel costs directly attibuted to the manufacturing defect (which this CLEARLY is, upto a value of £5000.00).
5) you want assurances that the warranty will be extended (if you do decide to accept the "repaired" bike back).

Touch up paint WoW. :shock:
If the frame was to fail or you have an accident that can be directly atrributed to the manufacturing defect then we are talking BIG £££.

supersonic

Doesn't the retailer still have a right to offer a repair? Goods accepted, goods deemed faulty at the time of manufacture (uncontested by the retailer), remedy offered. The problem seems to be the time, which would be my grounds to rescind the contract.

appy

If its only 12 bikes worldwide why dont you just swap the bikes? Surely Commencal can afford to do this and the cost would far outway the negative publicity?

To keep someone without a bike for 3 months is disgusting and with the Commencal frame issues from a couple of years ago surely you'd want to deal with this as quickly and quietly as possible?