Scott Warranty Woes

gotwood25

So wondered if anyone had an experience of Scott's warranty procedure.

Noticed a crack in my Foil which was 3 years and 2 months old at the time.



Seems Scott offer a 3 year standard frame warranty which extends to 5 years with 'service history'. On inspection, Scott told me I didn't qualify for a frame replacement as my service history was done by a 'Scott Service Centre' which I will be honest with, I've never even heard of one. As a goodwill gesture they offered to repair it for me which although disappointing was better than nothing I thought.

Anyway, this is how the frame was returned after they sent it to their carbon specialist in Norfolk. Didn't know whether to laugh or cry. So, do I have any comeback on this? It is a hideous job and can't believe a global company such as Scott offer such terrible service. The newly added piece isn't even flush with the frame and has been packed with glue, not sure if it is even safe to ride.

Any advice greatly appreciated.

mamba80

Did you pay for the bike with a credit card?
you ve a whole heap of extra rights if you did, under the consumer credit act. basically, your CC provider (ie the bank) and the seller are jointly liable to put things right and there are no time limits, so the 3 year warranty is no that important, have a Google.

cooldad

Have you discussed the repair with Scott?

gotwood25

@mamba - Sadly was a cash purchase.

@cooldad - that's my next step, just a rubbish time of year for it to all happen as most offices/factories are closed. My LBS has the frame but I've taken pics for them to forward on. Just wondering if anyone had previous experience of anything similar.

BenderRodriguez

Look on the bright side - being able to benefit from a quality warranty repair like that is the main reason for buying a frame from one of the big brand management companies, rather than importing something at 25% of the price direct from the Far East.

webboo

I can't comment on Scott's warranty policy but Orbea pop riveted my cable stops back on under their life time frame warranty.
You have my sympathy.

teebs_123

I had a Foil 20 replaced within the 3 year warranty for a faulty rear dropout. Took some convincing, but Evans (not even the supplying LBS) sorted it. Replaced with a Foil 10.

The above is unacceptable by any measure

timothyw

Honestly, I think you're being a tad melodramatic, although perhaps I'm missing something, the before photo isn't the best for basis of comparison.

The area that has been repaired will be hidden behind the chainset front derailleur and bottle cage, there is basically no chance that anyone you go out on a ride with would ever even notice it has been repaired unless you stand there and point it out to them.

It's a shame they haven't given you a nice new frame, but they weren't obliged to, this sort of damage is possibly down to user error (bad gear setup causing load on the front derailleur) and it is nice that they have repaired it for you, free, and it's better for the planet that they have done so.

I'd ride it, enjoy it, and forget about the repair.

The Rookie

Perfectly normal way of repairing wham a tag on part fails like that, may not look pretty but is perfectly functionable, it is a 3 year old MTB after all.

BenderRodriguez

The Rookie wrote:

Perfectly normal way of repairing wham a tag on part fails like that, may not look pretty but is perfectly functionable, it is a 3 year old MTB after all.

Isn't the Scott Foil a road bike?

In any case, the design of the front mech hanger looks seriously flawed to me. Why not use a separate part that bolts to a reinforced section of the frame, so avoiding issues such as this and making replacement of the hanger itself easy if it gets bent or damaged? Scott's 'design' here is as flawed as having a non-replaceable reach mech hanger would be.

gotwood25

BenderRodriguez wrote:

The Rookie wrote:

Perfectly normal way of repairing wham a tag on part fails like that, may not look pretty but is perfectly functionable, it is a 3 year old MTB after all.

Isn't the Scott Foil a road bike?

In any case, the design of the front mech hanger looks seriously flawed to me.

Yeah it's a Scott Foil, wasn't sure if the initial quote was a gag I missed :-)
Like how you picked up on the hanger design as the rep from Scott admitted that they had a lot of returns for this issue and the LBS who were arranging it all for me said this was the 3rd they had seen. The issue is exaggerated with Di2 as the force of up-shifting is put on that small piece of carbon. Think it has been changed on the 2016+ frames.

Appreciate all the feedback, love the range of comments, guess I will push back and see what comes of it.

meanredspider

If there's evidence that it's a known fault, Scott should be fixing it regardless of the age of the bike (within reason).

mamba80

The Rookie wrote:

Perfectly normal way of repairing wham a tag on part fails like that, may not look pretty but is perfectly functionable, it is a 3 year old MTB after all.

look at the first pic again, its not a pop riveted on part originally, it was moulded/bonded as part of the frame, the repairer was ground off the original and riveted on a hanger, with out even finishing off the paint beneath the new hanger, terrible repair.

JesseD

That is an awful repair, no 2 ways about it.

I wouldn't care that the repair was free, the repair should have been to the same standard as the bike was before the damage or replaced.

I have dealt with Scott previously over damage to 2 X Scott Addict SL framesets and a Scott CR1 frameset and they were pretty good to be honest, funnily enough on the Addict SL's the seat tub snapped under the front mech hanger on both frames which they duly replaced, the CR1 cracked around the BB shell so they sent me a new one, I sold that on and it has put me off the brand for good.

flasher

I don't think it's that bad, it looks worse as it's not been painted, as previously mentioned once built up you'll hardly notice it.

JesseD

That shouldnt matter IMO, as it looks now its awful and looks like some bodge job and not a repair carried out by Scotts recommended carbon repairer, looks like they gave it to the work experience boy to do.

OP - I take it when Scott said they were sending this to their carbon repairer, at no time did they or the repairer say to you this is what they were going to do by way of repairs?

gotwood25

JesseD wrote:

OP - I take it when Scott said they were sending this to their carbon repairer, at no time did they or the repairer say to you this is what they were going to do by way of repairs?

No idea at all, I am pretty close to Fibrelyte and they have done some repairs on a few mates' frames/wheels which have been superb. Scott uses HQ Fibre in Norfolk which from all the reviews I have seen are really good so I thought I was in safe hands.

flasher

JesseD wrote:

That shouldnt matter IMO, as it looks now its awful and looks like some bodge job and not a repair carried out by Scotts recommended carbon repairer, looks like they gave it to the work experience boy to do.

OP - I take it when Scott said they were sending this to their carbon repairer, at no time did they or the repairer say to you this is what they were going to do by way of repairs?

Trouble is it's a carbon hanger and you can't just glue them back on. I think you're over stating it as a bodge, it looks serviceable!

The frame is outside of warranty, Scott could have turned you away completely, now you have a hanger you can pass down the generations

JesseD

Flasher wrote:

JesseD wrote:

That shouldn’t matter IMO, as it looks now its awful and looks like some bodge job and not a repair carried out by Scott’s recommended carbon repairer, looks like they gave it to the work experience boy to do.

OP - I take it when Scott said they were sending this to their carbon repairer, at no time did they or the repairer say to you this is what they were going to do by way of repairs?

Trouble is it's a carbon hanger and you can't just glue them back on. I think you're over stating it as a bodge, it looks serviceable!

Serviceable is one thing and I would agree on an old hack bike, but on a 3 year old frame that you paid a lot of money for you want more than serviceable, well I would!

Yep the frame set is out of warranty and I agree that Scott could have said “nope you’re on your own son” but they didn’t and agreed to send it to their repairers to sort, so unless either Scott or the Repairers explained to the OP this is what they were going to do as way of a fix/repair then IMO he has every right to kick off and demand it be repaired properly or replaced. However if the repairer did say to the OP that they were going to rivet in a metal hanger then fair enough, but that said, the repair is still substandard, I would have expected them to have taken off all remnants of the old hanger, riveted on a new one and then sprays it all to match the rest of the bike at the least, and not leave it like they have which however you look at it is carp!

My guess is that this is a known fault (to Scott) so to try to pacify the OP they offered to fix it out of warranty by getting it repaired instead or offering the crash replacement service (pay X amount of the cost of a new frame) but on this occasion the repair is below par so at the very least they need to get it back in and finished properly and to a high standard.

Flasher wrote:

now you have a hanger you can pass down the generations

Like a family heirloom, that’s how I am going to justify all new bike purchases to my wife from now on – Flasher I like your thinking!

gotwood25

In a wacky update to this thread, spoke to Scott who have washed their hands of it saying if I am not happy with it I need to take it up HQ Carbon who did the work. Gutted but at least it draws a line under it so instructed my LBS to build it up...

... hilariously the front mech hangar is on skew whiff and so no front mech can be attached to line up so the frame is absolutely totalled.

Only went in for a service :-(

mamba80

gotwood25 wrote:

In a wacky update to this thread, spoke to Scott who have washed their hands of it saying if I am not happy with it I need to take it up HQ Carbon who did the work. Gutted but at least it draws a line under it so instructed my LBS to build it up...

... hilariously the front mech hangar is on skew whiff and so no front mech can be attached to line up so the frame is absolutely totalled.

Only went in for a service :-(

Small claims court against the bike shop, its them you ve the contract with, you ve nothing left to lose have you?

i almost bought a Scott Scale 920 but on the advice of others who said Scott after service was shitte, i got something else, the shop in question went bust a few weeks later.......

gotwood25

mamba80 wrote:

gotwood25 wrote:

In a wacky update to this thread, spoke to Scott who have washed their hands of it saying if I am not happy with it I need to take it up HQ Carbon who did the work. Gutted but at least it draws a line under it so instructed my LBS to build it up...

... hilariously the front mech hangar is on skew whiff and so no front mech can be attached to line up so the frame is absolutely totalled.

Only went in for a service :-(

Small claims court against the bike shop, its them you ve the contract with, you ve nothing left to lose have you?

i almost bought a Scott Scale 920 but on the advice of others who said Scott after service was shitte, i got something else, the shop in question went bust a few weeks later.......

My dealings were with the UK Distributor of Scott, they offered the repair and they sent it to HQ Fibre. In all honesty I have no idea why they just didn't send a new frame in the first place, the cost to them is going to be around $150 so would probably work out cheaper and without any hassle. As it stands, my bike insurance company will be giving them a call I would imagine if they continue to be an @rse.

teebs_123

Did you pay on a credit card? This may give you some protection/help?

flasher

Contact HQ carbon and tell them the replacement hanger isn't on straight after their repair and that you expect them to correct their shoddy workmanship.

fenix

gotwood25 wrote:

... hilariously the front mech hangar is on skew whiff and so no front mech can be attached to line up so the frame is absolutely totalled.

(

But it's not though is it ? All they have to do is redo their work. So not totalled. Kick up a fuss with HQ ?

londoncommuter

pppp

gotwood25

Fenix wrote:

gotwood25 wrote:

... hilariously the front mech hangar is on skew whiff and so no front mech can be attached to line up so the frame is absolutely totalled.

(

But it's not though is it ? All they have to do is redo their work. So not totalled. Kick up a fuss with HQ ?

Well correct, but a bigger piece of carbon is going to have to be removed and a bigger plate riveted (possibly even straight this time) into the place where the already massive and ugly plate was incorrectly installed. I guess it is not totally totalled but it is pretty far away from the original I bought!

Won't be touching Scott again, have to say their service has been absolutely appalling throughout the process. The rep who we were dealing with actually told us that the frame was already a warranty repair and that was the reason why it wouldn't be replaced. When mentioning the frame was bought new from Start Cycles in Newcastle they quickly backtracked with some 'erms and ahms, well can't be certain' ... maybe not wanting to drop their biggest UK customer in it.

Guess I will speak to HQ Fibres next week. Can't wait :-)

JesseD

I wouldn't take that from The UK distributor, politely let them know that they sent the frame to the repairers and as such your contract is with them. Fire an email off to their MD and see what happens, they can't make a decision to intervene and then when it goes wrong just walk away! If they had said no in the first place ten fair enough as it was out of warranty however they made the decision to get it fixed for you so they need to sort it with their contractor not you.

nigelgos

Thats not on

I'd get back to them again saying "fair enough (though you disagree) about the finish quality but having instructed your LBS to build the bike it's now apparent that the fix has actually caused the frame to be not usable as a result of the 'fix'".

The contact was with Scott and not the carbon repair shop. The more 3rd parties you get involved with the more complex it becomes for you to get this sorted. I'd try sorting the issue with Scott again (show them this thread) and then go through the small claims court - good luck

Shame on you Scott!

gotwood25

nigelgos wrote:

Thats not on

I'd get back to them again saying "fair enough (though you disagree) about the finish quality but having instructed your LBS to build the bike it's now apparent that the fix has actually caused the frame to be not usable as a result of the 'fix'".

The contact was with Scott and not the carbon repair shop. The more 3rd parties you get involved with the more complex it becomes for you to get this sorted. I'd try sorting the issue with Scott again (show them this thread) and then go through the small claims court - good luck

Shame on you Scott!

I totally agree, unfortunately Scott have washed their hands of it saying not their responsibility and the liability is with the repairer. I'm both amazed and appalled by their service, they even got me to provide service history of the bike for them to do the work.

I'll speak to the repairer on Monday and hope to get it resolved, nothing I'd like to do more now though than to drag them through small claims, just for the inconvenience of it.

Rightarmbad

Why do I get the feeling that somebody forgot to put the support wedges behind the front derailleur?