Warranty issues, what is a 'reasonable' amount of time to wait for a frame...

[deonkretch]

Going to keep this short and sweet. My riding partner rides a Scott Spark 35, 2010 model. Bike went in for a warranty claim on the 6th of July due to a cracked frame. Two months later and he was told that it would take another week before they have a frame for him.

 

Is it reasonable to wait more than two months to have warranty issues sorted out? If you don't have a spare bike does that mean you have to settle for your stationery trainer in the time the bike companies sort out the issues?

 

My biggest peeve after talking to a rep was that they only bring in parts 'once a month' so if you miss the window for the shipment you have to wait another month... Because it is not 'cost effective' to to use courier etc... So much for customer service... And for supporting local - have had faster service from international companies!

[kandui]

I would be seething. It's not like you are buying some small boutique brand, sold from the garage of someone's house. Scott is a big company and needs to be properly represented in the local industry. The agent follows the "Just in Time" logistics and stock principal to minimise expenditure to himself, leaving the LBS looking like a Dick and the customer without a bike. Wonderful!

[DJR]

Personally, I feel 1 day without a bike is 1 day too long, but then, perhaps I'll feel somewhat more reasonable tomorrow? Aah what the hell, I feel better already, maybe I can wait 1 month, but that's pushing it and I'll have to take regular medication to get through that month!

[VeloRacer]

I waited 3 months for my replacement Scott Foil frame. Luckily they let me keep the faulty frame and rode it in the mean time.

[deviate]

i think the problem with scott is that they didnt have any stock at that time, i tried to get a spark 60 and my LBS told me that they have no stock on the 60,40 and the 20. and that was about the july mark.

 

so maybe it wasnt really a service issue but rather a stock issue,. and on the plus side your friend has a 2010 and he is probably now getting a 2013 frame ... hope he gets the twinloc aswell because then its a BIG score for him!! plus the adjustable travel!!

[Beattbox]

I waited almost 5 months for my Trek warrantee rocker link. The local agent let me and my LBS down big time, so needless to say neither of us was very happy. Hopefully the new agency offers better service. ( not that I'm keen to find out )

[Skylark]

In this world of on point global distribution to make you wait longer than 2 or 3 weeks means the company is just being plain cheapskate.

 

I guarantee you they have a service level agreement with some courier and each shipment has a fixed consignment weight per shipping - they are making you wait as long as it takes to fill that consignment before they ship. Which is why some people get their claims settled fast or farking ridiculously slow if there's no other parts needing shipping at the time of the claim.

 

Dell overnights spares from Ireland to my door basically next day or 48hrs if the time zones are out of sync at the time of order. For free cause my pc has a next business day warranty. Love those okes!!

[Mackie]

Scott, say no more...

[MTBeer]

I waited only 3 days for my replacement Giant Anthem frame from Dragon Sports in Cape Town - would have been even less time if the LBS caught a wake up. Great service from Dragon.

[Eddy Gordo]

hmm, ja, africa time!!!!!!!!!! *&^?%$ me off

[deonkretch]

I guarantee you they have a service level agreement with some courier and each shipment has a fixed consignment weight per shipping - they are making you wait as long as it takes to fill that consignment before they ship. Which is why some people get their claims settled fast or farking ridiculously slow if there's no other parts needing shipping at the time of the claim.

 

Pretty much what the Scott rep told me when I started fishing for reasons why it was taking so long. If you miss the "once a month shipment window" you end up waiting until the next month...

[DJR]

I waited only 3 days for my replacement Giant Anthem frame from Dragon Sports in Cape Town - would have been even less time if the LBS caught a wake up. Great service from Dragon.

Bloody amazing to hear - I have 4 Giants in the family and never had any warranty issues - still good to know that about Dragon Sports.

[deonkretch]

I would be seething. It's not like you are buying some small boutique brand, sold from the garage of someone's house. Scott is a big company and needs to be properly represented in the local industry. The agent follows the "Just in Time" logistics and stock principal to minimise expenditure to himself, leaving the LBS looking like a Dick and the customer without a bike. Wonderful!

 

Yip, my thoughts exactly. It especially ticks me off when you follow some of the local distributors of these brands on Twitter and see their comments about other brands and refer to their own superiority but when it comes down to basics it's another story. Scott probably don't have to worry too much about their older customers as they regularly sell out all their new models. I'll happily stick to my Tallboy - no major changes to the model in the last couple of years and not a single issue to date

[deonkretch]

Update:

Frame still not arrived but a big thanks to the guys at Hotspot for making fire under the distributors - Scott provided a demo bike that he can use until his bike is ready.

Edited September 5, 2012 by deonkretch

[nickc]

Update:

Frame still not arrived but a big thanks to the guys at Hotspot for making fire under the distributors - Scott provided a demo bike that he can use until his bike is ready.

 

I was at Hotspot the other day drooling over the new Cannondales and they were giving someone a serious rev over the phone about a warranty frame, I wonder if it was yours. to Hotspot for service.