Warranty.

skinnydog

Well known brand has agreed to replace a wheel under warranty, due to a manufacturing defect. This was agree late April. Still waiting for the wheel to be “shipped” from Europe. I suspect they have none in stock - not making the model of wheel anymore.
Can someone advise what my consumer rights are? I don’t want to keep the “good” wheel as I would then have an “odd set”. Should I now ask for my money back for the value of the front wheel?

MattFalle

Logic says return front, ask for refund, however they may be correct in waiting for shipping: when Ultegra 8000 shifters started falling apart Madison ran out of warranty replacements and it took months for me to get a new one down.

Its only been a few weeks - frustrating, yup - but if they don't hold the stock....

ugo.santalucia

But they should do better… isn’t warranty the reason why you pay 3 grand for something that Hongfu sells you for 600 quid?

me-109

That should 'make good' the original contract by providing you a suitable alternative, repairing or refunding in a timely manner.
What is a 'reasonable expectation' when it comes to 'timely manner' depends on the goods in a broad sense, and may fall somewhere between customer and supplier views. The consideration may include:
- It's a wheel, how long can it take?
- The bike is unusable without the affected part
- The customer has no immediate alternative to substitute or use as a whole (so whether another wheel or another bike)
- The customer is 'harmed' (in a legal sense) by the omission

Keep harassing them, keep a log, keep names and what was said, get it in writing, and agree at least now how long you mutually agree for this to run unresolved.

If they are supplier not manufacturer, then they are also a customer and don't want the chew to continue. This may lose them future custom so is in their interests to resolve and if they have to settle with their supplier later, that is separate to their resolution of your issue.

MattFalle

They can't do better if they don't have the wheel.

They can't pull it out of their ears.

MattFalle

And its being dealt with under warranty.

imposter2.0

skinnydog said:

Well known brand has agreed to replace a wheel under warranty, due to a manufacturing defect. This was agree late April. Still waiting for the wheel to be “shipped” from Europe. I suspect they have none in stock - not making the model of wheel anymore.
Can someone advise what my consumer rights are? I don’t want to keep the “good” wheel as I would then have an “odd set”. Should I now ask for my money back for the value of the front wheel?

If the wheels are out of production, then you should be entitled to either a refund, or a replacement with a suitable alternative of equivalent value/spec.

ugo.santalucia

When the forks of my Genesis developed a crack, Madison didn’t have an answer, basically I got a voucher for 100 quid… which wasn’t even enough to buy forks… it’s shambles and made me rethink the all warranty bubble… how good is a piece of paper that says you are entitled to a replacement if the manufacturers don’t stock replacements? It’s ridiculous…

slowmart

As stated, refund or like for like replacement.

If you purchased using a credit card the card provider is jointly liable for any guarantee. Another route if no satisfaction from the brand.

Most companies will want an amicable outcome, you need to press the right buttons and keep them on side until you can’t at which point it’s adversarial which I don’t recommend.

skinnydog

Thanks for all the comments and advice folks - taken on board.

MattFalle

Post who it and I'll ask a local MF to pop down and burn them down if you want

#arsonsolveseverything