Silverback warranty

[wessie12]

Hi guys

 

I am looking for your advice. I have a Silverback Sido 1 mtb. During a race this last weekend the frame cracked near the seatpost weld. I reported it to silverback with fotos and invoice and within a day they got back to me and assured me it wil be replaced as a warranty claim. There was however a catch, the Sido which is a aluminium frame is out of circulation and they offered me a carbon upgrade ( sesta pro) with rebuilt for R8000-00 .

 

In my mind I jump at the offer as I know that the Sesta frame retails for R22000 roughly but then a LBS friend of mine said that the fact that Silverback cant honour the Sido warranty is not my problem and they must give me a better deal on the Sesta as that to is going out of circulation.

 

I am really impressed with the communication from SB and their quick response and trust their support wrt warranties in the future.

 

What is your thoughts? Is it a good deal or am I being blinded because suddenly I am unsure.

 

Thanks

[Kranswurm]

Hi guys

 

I am looking for your advice. I have a Silverback Sido 1 mtb. During a race this last weekend the frame cracked near the seatpost weld. I reported it to silverback with fotos and invoice and within a day they got back to me and assured me it wil be replaced as a warranty claim. There was however a catch, the Sido which is a aluminium frame is out of circulation and they offered me a carbon upgrade ( sesta pro) with rebuilt for R8000-00 .

 

In my mind I jump at the offer as I know that the Sesta frame retails for R22000 roughly but then a LBS friend of mine said that the fact that Silverback cant honour the Sido warranty is not my problem and they must give me a better deal on the Sesta as that to is going out of circulation.

 

I am really impressed with the communication from SB and their quick response and trust their support wrt warranties in the future.

 

What is your thoughts? Is it a good deal or am I being blinded because suddenly I am unsure.

 

Thanks

You friend is giving you bad advice

[MORNE]

you are getting something better.....whether it is going out of production soon or not - your old one was worse and already is out of production.

i'd take it, unless there is a newer alu version they can replace it with for even cheaper or for free?. Sometimes we need to "check ourselves before we wreck ourselves" when it comes to sales and so called bargains.....just because it's on sale doesn't mean you have to or should buy it lol. it's still the cheapest option not to buy anything

 

PS: i was too lazy to check if possible, but if it cracked anywhere near the seatpost just be sure to not show or mention anything about possible seat post shims IF you happened to use one maybe. i've been reading more and more that manufacturers are using it as a get-out-of-jail-free card these days....especially on alu frames. 

 

PS2: in fact....don't even acknoledge the fact on here...just nod and smile lol. just incase.

[Eugene]

We've heard stories like this way too often. They promise you a warranty to make it more attractive to buy their product and when the time comes to meet their end of the deal, they come up with this.

 

You could take the hard arse approach and tell them it's not your problem. They must honour the warranty.

 

That could work in your favour and you could get the carbon frame for free. It could work against you and they may end up sourcing a replacement frame somewhere and you lose the chance to get a carbon frame for a bargain.

 

They might end up replacing it with whatever is going to replace the Sido, then you may end up with a big bill anyway because you may have to replace parts that are not compatible with the new frame.

 

You need to speak to them and ask them your options

[MORNE]

or you could nicely inform them that it is great and you highly appreciate it but cant afford it at that price at this stage and if there is any chance they can do you a better deal or something else in alu? it will atleast get you another option or a cheaper option/better price and if you decide to just do the 8k option you can tell a white lie and say you managed to scrape the cash together

[shaper]

or you could nicely inform them that it is great and you highly appreciate it but cant afford it at that price at this stage and if there is any chance they can do you a better deal or something else in alu? it will atleast get you another option or a cheaper option/better price and if you decide to just do the 8k option you can tell a white lie and say you managed to scrape the cash together

^^^^^^ This

[piotter]

or you could nicely inform them that it is great and you highly appreciate it but cant afford it at that price at this stage and if there is any chance they can do you a better deal or something else in alu? it will atleast get you another option or a cheaper option/better price and if you decide to just do the 8k option you can tell a white lie and say you managed to scrape the cash together

Definitely this, no need to antagonize a company that appears to be trying to do the right thing. Gives you a chance for a better deal but doesn't give them a reason to take the existing deal off the table - as we've witnessed before.

[scotty]

Definitely this, no need to antagonize a company that appears to be trying to do the right thing. Gives you a chance for a better deal but doesn't give them a reason to take the existing deal off the table - as we've witnessed before.

Assuming they don't read the Hub or get wind of this. 

[piotter]

Assuming they don't read the Hub or get wind of this. 

 

 

True story, but maybe he can't actually afford R8k right now and would have to scrape together pennies to make it work - we are after all just speculating.

[porqui]

8k is more than likely the cost price of the frame to them so no loss for them.

 

It's a lot of money to fork out for something which is not really your problem. They need to come to the party. You could afford the R8k but I could not so what would be my position.

[Pure Savage]

I dont think you should have to pay anything in for the frame, they need to replace the frame under the warranty at no cost to you. If they have stopped making it, they made that decision knowing about the warranties.

 

If they get you a new frame and parts dont fit, then its fair you cover these costs.

[IceCreamMan]

Hi guys

 

I am looking for your advice. I have a Silverback Sido 1 mtb. During a race this last weekend the frame cracked near the seatpost weld. I reported it to silverback with fotos and invoice and within a day they got back to me and assured me it wil be replaced as a warranty claim. There was however a catch, the Sido which is a aluminium frame is out of circulation and they offered me a carbon upgrade ( sesta pro) with rebuilt for R8000-00 .

 

In my mind I jump at the offer as I know that the Sesta frame retails for R22000 roughly but then a LBS friend of mine said that the fact that Silverback cant honour the Sido warranty is not my problem and they must give me a better deal on the Sesta as that to is going out of circulation.

 

I am really impressed with the communication from SB and their quick response and trust their support wrt warranties in the future.

 

What is your thoughts? Is it a good deal or am I being blinded because suddenly I am unsure.

 

Thanks

 

tricky one...remember there are costs which you would be required to bear in moving all the components across etc...lets say 2k

 

so you paying 6k for an upgrade, that's not a lot of moola. So its a great deal.

 

Having said that, I would negotiate on the 8k. That is their opening offer, I would try and negotiate a better deal on the premise that its not your fault and the frame is being phased out.

[Super Sywurm]

On another Silverback warranty note, I broke a pivot bolt on a 2 month old Strava and after one e-mail they said they would replace them for free.  

 

Excellent after sales service and communication from Silverback SA.

[RobertWhitehead]

I'm with Savage on this one - R8k is a lot of money to fork out because the product failed. I agree that if your bike had non-boost versus the latest and greatest frame now has boost then you may need to upgrade some parts. 

 

With that being said this is what I would do:

• Negotiate a deal on the new frame - lower than the R8k starting point.
• Get the new frame 
• List the new frame at a profit 
• Get another frame on here  .

That way you make moola and get a new frame 

[scotty]

Silverback replaced my frame without claiming on warranty. There were a few issues with the model I had and when I took it in for service the LBS arranged for the swap unbeknownst to me. Imagine my surprise when i get a call to collect my "serviced" bike then get given it back with a new frame. 

[Longbarn Killer]

Definitely this, no need to antagonize a company that appears to be trying to do the right thing. Gives you a chance for a better deal but doesn't give them a reason to take the existing deal off the table - as we've witnessed before.

The right thing is to make sure that they have enough stock to honour the warranty. Charging a person for something they have already paid for is not the right thing.

 

When bikes are sold, the manufacturers/distributors budget for a certain amount of failures/warranty claims and factor this into the price of the bike. This means that the purchaser has already paid for a potential warranty claim and should therefore not be charged again.