Cervelo back under warranty - how long should it take

wingding1

? how long is it reasonable to wait for a warranty claim?
So after buying a cervelo - took it in local shop who found a crack in the brake bridge. i left it in the shop first week October 2014. Still waiting..

just people saying they will mail other people. Got all my components and power meter.. all winter no power meter..

anyone know where i stand?

ugo.santalucia

I am not sure there are definite terms and deadlines when it comes to returns under warranty. Typically it's months rather than weeks. Cervelo-Canyon, Canyon-Cervelo.. it's always the same suspects, innit?

yaya

Ask the shop for the RMA or ticket number and then contact Cervelo directly on support@cervelo.com and put some pressure on them. It'll take 2-3 days to get a response but at least you'll know where you stand.

You can also try their Facebook page, either post or send them a PM. Marketing people tend to respond quite quickly (I know coz I do that) as they care more about the brand's image than support people.

Good luck!

wishitwasallflat

Write to them and set a deadline which you feel is reasonable giving notice that if you do not recieve a replacement frame by then you want a full refund. If the deadline passes write to ask for your refund giving one weeks notice and if you dont ger the refund raise a claim through court. There is plenty guidance on Consumers Advice, Which etc with template letters to use etc

You say your components and power meter are with them :!: :!: :!: For a frame return under warranty there is no reason why your components and power meter should be left attached. Why did you leave your possessions with them when all they need is the bare frame?

gloomyandy

How old is your frame/bike. Did you buy it new? You may have a claim under sale of goods act or whatever.

I'd second contacting Cervelo directly (maybe try the Cervelo forum as well). From what I've seen Cervelo are actually pretty good at handling these things, their European distributor however seems to be rather slow.

wingding1

gloomyandy wrote:

How old is your frame/bike. Did you buy it new? You may have a claim under sale of goods act or whatever.

I'd second contacting Cervelo directly (maybe try the Cervelo forum as well). From what I've seen Cervelo are actually pretty good at handling these things, their European distributor however seems to be rather slow.

Thanks , the bike is a year old, 2 lines In the brake bridge at the rear, guy in shop thought one was a crack he did a capillary soak and coin tap and said yep so i asked if they could deal with under warranty. No other issues seen

daver1

Did you buy the bike from this shop? If so you have a good case against them under the Sale of Goods Act regardless of any additional warranty from Cervelo.

In summary the Sale of Goods Act states that all goods must be:
•as described
•of satisfactory quality and
•fit for purpose
In this case the goods may not meet the 2nd and/or 3rd requirements in which case the shop is in breach of contract.

You can make a claim within a reasonable time but after 6 months you may have to prove that the fault (that led to the frame breaking, not the break itself) was there when you bought the goods. This could be difficult so I'd argue that there if there's no evidence that you've done anything to cause the break then there must have been a fault with the frame. A reasonable time can vary but for an expensive bike frame should be a long period. You can take a claim to court up to 6 years after the purchase which gives some indication of what a reasonable time could be.

In summary put pressure on the shop to sort you out - as a minimum after 3 months they should loan you a bike or frame while they sort your out for you.

bobbymeister

I've no experience of Cervelo, but I will share my one and only frame warranty experience.
I discovered a very fine crack in my Eddy Merckx EMX 5 on a Sunday afternoon.
Thanks to exceptional work from Epic Cycles - who are not local to me - the UK importer and Eddy Merckx themselves, I had a new frame in my hands, sent to Epic from Belgium, at the start of the following week.
Everything was done to a clear protocol via email, proof these things need not take months.

wishitwasallflat

I had a cracked frame replaced under warranty by Specialised, took 4 days from when I first told the shop till I had a new frame built up ready to go. Would have been quicker if I hadn't had to travel to the shop around wprk.

Waiting since Oct is BS as is leaving a power meter on the frame since then and then lamenting that choice on-line; I have my doubts about this thread.

cougie

Is the power meter not removable or something ?

bendertherobot

Basically, it shouldn't take this long. But, how to effect a speedup is the problem issue.

I'd have a bash at twitter myself. And facebook. Often brings results.

Remember that your contract is with the bike shop. It's them that should replace something that is not fit for purpose. In relation to the SOGA you can only claim against them. They rely on what Cervelo do because a) they have expertise and b) they know that if Cervelo say yes then they are indemnified for any losses they might suffer.

I'd put some pressure on the bike shop to say enough is enough, please either get me a new frame now or, at least, get me a bike to do some training on.

gloomyandy

Did you purchase this bike as new from a Cervelo dealer? Is this the same shop you are dealing with now?