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3 month old nukeproof mega snapped at the downtube shock mount, a common occurrence apparently.
the bike shop that I purchased the bike from are being very responsive in terms of processing a warrant claim which is great. The claim will be for a new frame only, no rebuild of the bike. I am hoping nukeproof will step up and cover the rebuild costs but i am not confident they will, they may expect it to be a goodwill gesture from the bike shop, they’re not offering this however.
has anybody who’s snapped a nukeproof, and there are many people, been able to get the rebuild covered under warranty?
If you bought the frame only, then it's realistic for you to pay for any labour cost. If you bought a full bike most shops would likely cover the labour as goodwill and often seek a credit from the bike brand.
Strictly speaking labour is always a cost to the consumer but shops who have the customers best interest at heart will often do this as goodwill. If you got a deal on the purchase and bought at a discount off the RRP then this may work against you.
There should be no cost to you. If the shop want paying, they should arrange for Nukeproof to pay them.
At 3 months, don't forget your rights as a consumer extend beyond that of the warranty. If you bought a full build, you have been sold a defective product, your contract is with the shop, who should sort you out. How they go about this in terms of who ends up paying for the rebuild is up to them, but I would be polite and friendly but aim not to be paying anything.
I always did think Nukeproof was a stupid name. Not even snapproof it seems. Sorry.
But yeah, warranty has to cover rebuild, not up to the customer at all.
If you bought a full bike most shops would likely cover the labour as goodwill and often seek a credit from the bike brand.
goodwill shouldn’t come into it.
I’ll be speaking to the shop tomorrow, I purchased the bike, well technically my employer purchased as Bike to work. Fingers crossed the shop will support but the email chain is very much “we’ll get a new frame out to you” in a few weeks.
I don’t actually mind rebuilding but don’t have the tools for the bottom bracket, headset cups, crank puller, brake bleed so it could end up costing me quite a bit of money and time, which I really would rather avoid.
ASSETS.CTFASSETS.NET well technically my employer purchased as Bike to work.
This may muddy the waters, a business does not have the same rights and recourse as an individual in all cases, also you have no rights under the cra as you haven't bought the bike nor do you own it.
That being said I suspect you'll be treated as the purchaser and owner in which case you bought a bike, your rights relate to a bike, not a part there of. Any costs arising from the failure of a part of the bike at this point aren't yours to bear they're the shops (and potentially their suppliers but that's not your concern).
Did you crash it or were you just riding along?
Cycle to work shouldn't affect your consumer rights, but it may change who you have recourse against.
If it was cycle to work then you should have entered into a Hire Agreement which do in fact fall under the protections of The Consumer Rights Act. However the "trader" you have recourse against is technically whichever company you have a hire agreement with. This might be your employer or a third party company (my hire agreement is with Cyclescheme, so they would be the "trader" for the purpose of consumer rights).
Nukeproof > Bike Shop > Hire Company ("trader") > You
It's quite common for "traders" to direct consumers to the manufacturer (Nukeproof) or their agents/distributors (bike shop) to deal with warranty/defective goods issues, but the obligation will remain with the trader who you have a contract with.
i think it depends how you bought the bike.
Whole Nukeproof bike, from Nukeproof?
or a Frame built by the shop from shop parts
or a frame built by you or the shop, from your own parts.
If its full bike, i wouldnt be accepting that.
"we'll get a new frame out to you". No use pal, i cant ride a frame. ill be needing a working bike back.
tbh, a frame swap doesnt take long! Back in the day a friend of mine snapped his "new" frame on the first descent, and we went and swapped onto his old frame in the car park. We were back out within half an hour.
admitedly before the days of internal cables and hoses... and bothering to face bottom brackets and all that nonsense.
Nukeproof mega frames come with a headset, cups already installed, well they do when you buy them, internal routing is pretty easy on the mega, I'd do it myself if they wanna charge you rip off prices like £150 for a couple of hours work if that. Any pics of the failure.
If you can't get the labour covered then DIY as much as possible. It's piss easy and/or you'll learn essential skills as a cyclist.
So, quick update.. bike is now back at the bike shop to have the frame replaced, a 160 mile round trip. I’m a little disappointed that their stance is I pick the bike up once repaired, there will only ship the bike back to me at my cost. Whilst great that I have a 5 year warranty, it’s pretty costly in terms of time and money… of course, the warranty has a consequential loss clause as you would expect, however goodwill is somewhat lacking in my view. what’s the singletrack view, I feel I’ve spent enough and the bike shop/nukeproof need to remedy this.
For repair under consumer law they should have transpoted it or psid the cost of
Thanks Tj, I assume this applies, shall be emailing the retailer today..
https://www.legislation.gov.uk/ukpga/2015/15/notes/division/3/1/3/4/5#:~:text=Section%2023%3A%20Right%20to%20repair%20or%20replacement&text=This%20section%20details%20a%20consume r's,and%20reinstallation%20of%20a%20replacement.</p>
Yes thats it
the confusion arises because of the difference between a warranty provided by the manufacturer and your legal rights under UK law. Warranty is on top of your legal rights. at 3 months old a bike that breaks needs to be replaced in full or repaired without any cost to the owner according to your legal rights. What the warranty says is irrelevant
Which have a decent guide
https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy
"<span style="background-color: #eeeeee; color: #000000; font-family: Roboto, 'Helvetica Neue', Arial, 'Noto Sans', sans-serif, -apple-system, BlinkMacSystemFont, 'Segoe UI', 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji';">I’m a little disappointed that their stance is I pick the bike up once repaired, there will only ship the bike back to me at my cost."</span>
How much did they quote?
Well they'll say "OK come in and collect it".
I don't think that's unreasonable of them, the odds are they're not getting paid for ANY of this work. The bike industry isn't like cars where the manufacturer pays a set figure for warranty work.
Did you originally buy the bike mail order or did you pick it up at the shop?
Its not warranty. Its your legal rights. Laid down in statute. Its completely clear that its up to the retailer to organise return of the repaired bike. No ifs and buts
Does that depend on whether it was bought in person or mail order? What if somebody bought a bike, then moved to Australia, would the shop be liable for international shipping? (Genuinely curious, not being an arse.)
I do not think so grey -that would be unrealistic In that case it would be cheaper for the company to do a refund I guess. don't know for sure tho.
Mail order has a different set of rules
In the Oz example, I'd expect the shop to be well in their rights to say "we'll send it to the same place as the original purchase" as that aspect forms part of the contract too - e.g. buying something already costs more to ship if you're in the Highlands than England).
Me ? Whilst I'm all for applying consumer rights (especially wirh 'big' companies), in this case I'd be inclined to go collect the bike myself in person
- I'd be pleased the frame got sorted and bike rebuilt without much grief (see the utter bollox coming from Giant on another thread, and my shiiiite experience of Specialized in the past on a fatigue failure on a Stumpjumper)
- 'a bird in the hand' or not risking 'grabbing defeat from the jaws of victory' and all that. Sort of 'take your money and run now' approach.
- it gives you the chance to check the bike is all OK still in the shop. Because if something isn't, you can get it sorted there rather than loads of pratting about and arguments or fixing it yourself after you unbox it at home
- a little bit of 'give and take' on your part to them and chance to speak to them in person - as you may well need their help again when the replacement frame breaks in a year's time !
The delivery bit is tricky. If it was a 40mile round trip, I don’t think any of us would think of asking for delivery for charging the shop for a gallon of fuel. So where do they draw the line? It’s great that you’re not having to pay for the work
Did you originally buy the bike mail order or did you pick it up at the shop?
This. My expectation would depend on the answer.
<span style="color: #000000; font-family: Roboto, 'Helvetica Neue', Arial, 'Noto Sans', sans-serif, -apple-system, BlinkMacSystemFont, 'Segoe UI', 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol', 'Noto Color Emoji';">I don’t think that’s unreasonable of them, the odds are they’re not getting paid for ANY of this work. The bike industry isn’t like cars where the manufacturer pays a set figure for warranty work</span>
The bike industry needs to learn that if it sells products that fail prematurely it's up to the bike industry to own it's mess and honour the law.
The bike industry needs to learn that if it sells products that fail prematurely it’s up to the bike industry to own it’s mess and honour the law.
Which would likely make very expensive bikes even more expensive... I don't disagree with your point. But for that to happen, the customer will end up footing the bill, indirectly.
the purchase was made over the telephone and bike shipped to me via courier. So, as I now understand, the Consumer rights act is what provides the rules in this case. And in terms of cost, taking £0.50/mile for a car as a rough guide, if I go to pick the bike up, that's £160 I'm down. Shall see what the bike shop says once repaired......
Again, how much have they quoted you for shipping costs?
Personally I'd like to see it fully assembled in the shop, and have a chance to inspect/ ask questions, rather than have it arrive at my house and think "that doesn't look right". Granted that this is costlier in time and money!
Is the shop located in an area with good riding? If so, I'd be tempted to make the most of it and get to the shop early enough to get a decent ride in as well then you have the chance of getting the shop to fix any snags that may show up...
Which would likely make very expensive bikes even more expensive… I don’t disagree with your point. But for that to happen, the customer will end up footing the bill, indirectly
Which is exactly the same as every other industry.
Maybe it would focus the designers/QC?
the purchase was made over the telephone and bike shipped to me via courier.
I think that means distance selling regs ( I think they are called) apply but again I think the same applies regarding repair
I see both sides here and whilst it's a bitter pill to swallow this is one of the downsides I suppose to not shopping local to get a better choice or to get an item at a cheaper initial outlay.
I recently bought a Vitus from wiggle because it was cheap, I know that if things go tits up I've two real choices, suck it up or send it back to them. If I send it back it will be a PITA and at least time costly, but I got it cheaper than buying from a bricks and mortar shop.
I suppose it's a "look at the big picture" scenario, be grateful it's being sorted, that you are able to ride a bike, you have the means to pay for luxuries, you have the health to ride a bike, you have a job that enables you to have the time and money etc. That's just my perspective and may well be wrong.
I do feel a bit for the shop - push for your legal rights and they may well end up out of pocket - or they could say " repair is too expensive - here have a refund of 90% of what you paid for it" which would be legal. Mind you I did see what the Cube cost the shop I bought it from and they made plenty of profit
Its PITA for shops if they are not getting reimbursed properly for this sort of stuff tho.
If they aren't properly reimburded it's up to them to say 'no' to Nukeproof, 'we're not carrying the can for your bikes failing and you on'y supplying frames.'. They take the bike back, or refund, and Nukeproof take the bill. Like anything else.
The pricetag includes a slice to pay for the inevitable warranties. Oddly this loops back to a thread on the cost of parts via builds, and that shops need to take a margin on parts as if N'proof do get a warranty bike back the parts are junk- new are provided on the replacement bike. Just changing a frame avoids a lot of cost there so paying for the labour is not a big hit in comparism.