Refused warranty

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Comments

  • supersonic
    supersonic Posts: 82,708
    If you want to claim compensation for the amount of time it has taken, you need to ascertain whether they have provided you with a new frame under their warranty or whether it is an act of good will. If the former, then yes: if the latter then I don't think so.

    It seems on the surface that the CEO has trumped the UK services decision due to the poor attitude of the advisor (swearing etc), and that the initial decision was as described. I am therefore inclined to believe this is a good will gesture, the advisor got bollocked and you get a new frame.
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  • forest2003
    forest2003 Posts: 38
    Sorry I was a bit misleading, it was me doing the swearing not him. It was nice to get an apology out of him after his arrogant attitude. All he said was "good news, we have decided to replace the frame"

    Part of me is saying be thankful they're replacing it but the other part is saying, so they should! I did nothing to it for it to break!!! Now I gotta get it built back up at my cost/inconvenience.

    I race cross country so i will probably stick with the frame and see how it goes next season, I will just have to keep my hard tail built up just in case!
  • lawman
    lawman Posts: 6,868
    I'm not surprised if he was "attitudey" to you if you were swearing and generally abusing him. If it was me I wouldn't even have apologised. Regardless of what happens or how you feel you've been treated what gives you the right to abuse someone who has likely had little influence on the decision that's actually been made. Really boils my blood that. You've got what you wanted, a new frame, be happy with that and move on.
  • doomanic
    doomanic Posts: 238
    forest2003 wrote:
    it was me doing the swearing not him.
    We have strict instructions to inform the customer that such behaviour will not be tolerated and to terminate the call. If they persist we can blacklist them and inform their employer. Unsurprisingly, it doesn't happen very often these days.
  • JGTR
    JGTR Posts: 1,404
    You've got what you wanted, a new frame, be happy with that and move on.

    Amen to that!
  • rockmonkeysc
    rockmonkeysc Posts: 14,774
    Don't push your luck. Seems like the new frame is good will rather than warranty. Just take it, move on and stop complaining.
    Transition Patrol - viewtopic.php?f=10017&t=13070235
  • lawman
    lawman Posts: 6,868
    doomanic wrote:
    forest2003 wrote:
    it was me doing the swearing not him.
    We have strict instructions to inform the customer that such behaviour will not be tolerated and to terminate the call. If they persist we can blacklist them and inform their employer. Unsurprisingly, it doesn't happen very often these days.

    Likewise. I see absolutely no reason why spending £XXXX on a bike/product/whatever gives people the feeling they can just shout and abuse people. If you did it on the street you'd be arrested.
  • forest2003
    forest2003 Posts: 38
    The attitude given by the customer service guy was from the moment I answered the phone, it was 10 minutes into the call before the first expletive came into the equation. It wouldn't be my normal approach to these situations but this guy could have made a parson swear!!! I never abused him or attacked him personally but when your as frustrated as I was it was inevitable that something came out! I think it was an unfortunate crescendo to a messy situation. I am pleased I am getting a new frame but as I have maintained all along the frame genuinely broke underneath me whilst riding. I am still going to be put out of pocket from it now as I have to pay to have the bike rebuilt, yes the situation could have been worse, but it shouldn't have. Personally I think it's a poor show when you have to fight for something that should be a given and then be thankful for what they should have done 3 months ago without questioning my integrity and stressing me to the point where I'm behaving out of character!
  • cougie
    cougie Posts: 22,512
    And if you'd stopped riding the frame when it broke rather than continuing with something very obviously wrong the whole situation would have been much simpler.
  • forest2003
    forest2003 Posts: 38
    cougie wrote:
    And if you'd stopped riding the frame when it broke rather than continuing with something very obviously wrong the whole situation would have been much simpler.

    You would hope so! Although a friend of mine is suffering with the run around from the same manufacturer over his brake, it's back with them for the second time, first time they had his entire bike for 6 weeks! He's only had the bike 4 months!!
  • lawman
    lawman Posts: 6,868
    forest2003 wrote:
    cougie wrote:
    And if you'd stopped riding the frame when it broke rather than continuing with something very obviously wrong the whole situation would have been much simpler.

    You would hope so! Although a friend of mine is suffering with the run around from the same manufacturer over his brake, it's back with them for the second time, first time they had his entire bike for 6 weeks! He's only had the bike 4 months!!

    The moral of this story? Buy from a LBS and not buy from an online only German retailer.
  • rockmonkeysc
    rockmonkeysc Posts: 14,774
    Exactly.
    That's one of the reasons I wouldn't buy a Canyon or YT. Both are known for crap after sales service.
    Transition Patrol - viewtopic.php?f=10017&t=13070235

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