Who pays shipping? Repair under warranty

[RiaanLouw]

Hi,

 

I bought a rockshox fork about two months ago. Send the fork back due to a clicking noise. They replaced the top part of the fork.

 

Two weeks after sending it, receive the shock today, had to pay R320 to a local bike shop for shipping and now the lockout is not working?????

 

Just curious, was I suppose to pay shipping? Doesn't feel right to me. And what do I do now, send it back and wait another 2 weeks?

 

Any answers or advice please.

 

Cheers

[Squier]

I would not pay for shipping, that's for sure. When you sell me a defective product, you carry the cost of repair, not me. Customer service in the cycling industry is non existent unfortunately.

 

Sent from my LG-H815 using Tapatalk

[Bizkit031]

That's normal even if it's a frame

[Jurgens Smit]

Depends on the situation and fault.

The first issue I'd pay as it's not the local supplier/lbs/whoever's fault there's a clicking noise. I would however not pay for parts (labor yes)

 

In your case I'd get pretty upset after getting it back and the lockout doesn't work.

[RiaanLouw]

Ok ummm, so it was my stupidity. The shock didnt stand upright for a long enough to let the lockout work.

[Iwan Kemp]

Ok ummm, so it was my stupidity. The shock didnt stand upright for a long enough to let the lockout work.

 

 

At least you're sorted and should be good to ride the weekend.    I'll be in your neck of the woods in a week or two, can't wait!

 

Oh, and welcome to Bike Hub. 

[porqui]

If you read the fine print it does at times state that shipping is for you. But if it is not fixed they should cover subsequent shipping.

[Eldron]

Legally you - morally the shop you bought it from.

[rudi-h]

I'd sent the invoice back to them...

 

I'm not in the bicycle industry, but my job is partly to review premature component failures and to dispute warranty rejections.  If a faulty item is delivered to the Mine and I gather sufficient evidence to back this up, we don't pay a cent.  In some cases we even request the supplier to provide field service labour at their cost to strip the item or whatever other work/costs are necessary to get a new/repaired component back to site.  The difference is however that our agreements are worth multi millions of rands, hence we have loads more leverage than an individual bike shopper.  But the same principles should apply

[Long Wheel Base]

My Rolf 26inch mtb wheels cracked, Local distributors had all pulled out so I was left out to dry. Spoke to the guys at rolf over in the states. They where more than happy to warrant the wheels, even though I bought them locally and the deal they had with our distributors was they supplied the wheels un-built and then got built here somewhere. In my mind they where very accommodating BUT their policy was they don't pay for shipping. They offered to organise shipping for me and I must just pay(in fact it was cheaper through their connections than via local couriers). It was still very expensive and not worth replacing the wheels. 

[MTBeer]

simple really - you're the consumer so the law states that you will get schnaaied six love at every opportunity.

[cadenceblur]

Yeah it's a principle thing in my books. I had a frame warranty issue and ended having to pay for the rebuild which was over R1000 at the bike shop who handled it!. Definitely left a bitter taste.

[Hairy]

Yeah it's a principle thing in my books. I had a frame warranty issue and ended having to pay for the rebuild which was over R1000 at the bike shop who handled it!. Definitely left a bitter taste.

R1000 is a bit steep for a rebuild

 

I have had frame replacements before and fortunately I know how to build it over myself.......would not have been happy to pay that for the re-build

[kosmonooit]

T&C?

[cadenceblur]

Yeah. Actually had another issue post that and insisted that the complete changeover was facilitated by the brand

[RiaanLouw]

I didn't see anything in the t&c's relating to my question, hence this post.