warranty - what are peoples experiences of Ibis warranty

Spiders

What's people's experience of Ibis warranty; my recent experience is really really poor; this is from both the uk distributor 2PURE and from Ibis. Both parties appear dismissive. When your paying big bucks for a bike; I had expected better.

benpinnick

What was the issue?

nicklouse

Your warranty is not with them,

It is with the retailer.

So what is the us due with the retailer?

Spiders

A crack appeared in my frame. Ibis through 2pure agreed to change it. When the new frame arrived it appears to be really poorly finished. Having looked at their pictures in the gallery, it should be fair to assume that's what you would get. The reality is a massive difference. Despite a number of attempts to resolve the issue with both parties, they refuse to accept an issue exists.

supersonic

How old was the bike?

Spiders

Just over a year

The Rookie

So you aren't actually complaining about the warranty service as such (which replaced your frame) but about the paint quality on the frame which you think is unacceptable and they say is normal?

benpinnick

I think that all you've established here is that Ibis' own importer thinks the quality of their goods is poor or there's some confusion going on... one or the other! It wasnt a raw UD carbon frame was it?

lawman

Thankfully I haven't had to use the warranty on my Ibis but others have had great experience when something has gone wrong and ibis customer service is pretty legendary, particularly with warranty concerns. Not quite sure what your problem but the frame finish on mine is great and given mines over 3 years old now it still looks great.

Dick Scruttock

I had a problem with the direct mount shimano rear mech hangers, they were flexy and I kept dropping the chain. Hans sent out a new thicker one straight front the USA to me, no questions asked.

poah

nicklouse wrote:

Your warranty is not with them,

It is with the retailer.

So what is the us due with the retailer?

manufacturer gives the warranty, sale of goods act gives you a different back up i.e. goods should be fit for purpose which is different. Replacement goods should be of quality that is advertised. This is where the issue above of the frame not being of good enough quality makes it confusing re getting something done with the replacement frame.

supersonic

The retailer sells the warranty as part of the package. Any direct contact is above this contract.

Spiders

Thanks for the posts guys, really useful. Yes,the frame is a raw UD one. When 2pure informed me they were going to exchange my cracked HD for one of these, I of course looked on the web and looked at one in my LBS. I was impressed with the look. However the finish when mine turned up was far from the same. To be told you shouldn't be guided by the official pics on the website as they are done in a studio didn't make sense! With the world of internet sales I would imagine most buyers look closely at the pics on the web.

Whilst I don't doubt the bike is structurally sound and will it do the job, Yes. However, is it what I expected, No, does it look the same quality as those in shops or on the web, No

All parties have made clear they won't do anything further, so I guess the warranty worked, if you are prepared to accept what your given and shut up.

benpinnick

UD causes alot of issues when people see it in real life. I am guessing it looks like a bad lacquer job... pretty much always does over any decent size surface. Sometimes it looks better or worse. The problem is that the clear lacquer shows up the resin where its patchy on the carbon below. TBH it sucks that you didnt know, but you bought a UD frame. It is a _bit_ like buying an anodised frame and complaining the surface is dimply... they are just like that.

supersonic

My zaskar is ud top layer. And they vary hugely. Just the way they are I am afraid!

Dick Scruttock

You got any pictures?