[Closed] Chain Reaction's Warranty Process...

Sent them a warranty email last Tuesday, bastards had only responded by the following day!

haha what the hell?! they clearly don't like me then...

I will point out that I've contacted customer services to whinge to them prior to posting on here. The chap told me they would be in contact "very soon." That was on Friday.

Phone em? Sounds like your email might've just fallen down a hole

I have had similar problems to the OP.  Including them refusing they received a package, to then it miraculously turning up.  To not being able to find my order on their system (don’t quick checkout through PayPal folks)

my LBS on the other hand sorted my last problem out straight away.....read into that what you will.

my LBS on the other hand sorted my last problem out straight away…..read into that what you will.

Tiny outfit with comparatively tiny number of customers is able to give a more personal service? Not the shock of the century

No it’s not, kind of the point I was making.  Support local shops, get local service.

CRC warranty department has been woeful of late, big outfit understaffed and what looks like inadequate processes and systems.  Not the shock of the Century either!

They were in the Money section of the Sunday Times last week for exactly this, not warranty-ing a frame until the Sunday Times intervened and then hey presto coughed up on the spot.

I think I'm going to wind my neck in a little- just spoken to customer services who say they can take up to 14 days, and if I haven't heard it's because they're still looking at the problem.

I still think 14 days to answer an email is a bit silly.

Ps. I also read that article..

I recently made a warranty claim on a cassette, were a tooth had snapped off. Their website states the following:-

"We make every effort to resolve warranty as fast as possible; we know you want to get back on your bike asap! If we can sort the issue we will but in some cases products have to be sent back to manufacturers, our workshop or specialist repair partners and this can then take a little longer. Please be patient with us as you can be assured we are constantly striving to achieve the quickest turn around we can."

Initially they asked me to send photos with my completed warranty claim form rather than the part, which I did. The photos showed that the cassette was not worn....it was only 6 months old....and that there had been no damage to the cassette or the bike.

After a few days they contacted me and asked me to send the cassette. The couriers confirmed delivery to CRC a week after I initially sent my claim.

I then heard nothing for the best part of 2 weeks, so I contacted them and was told that their internal procedure is that they have up to 2 weeks to evaluate and respond and since there were still a couple of days to go and to contact them again if I heard nothing once the 2 weeks was up.

I heard nothing, so I contacted them again. They informed me that they had decided to refer the claim back to the supplier and that this could take up to 3 weeks.

Eventually after the additional 3 weeks had passed I was contacted and told that the supplier had accepted the claim. The whole process took just over 6 weeks.

Thanks for the insight snooze, glad you got your part sorted and fair play to CRC for completing the claim.

I recently had a similar issue to the OP. Emailed CRC warranty waited a week and got no response, not even an automated email response acknowledging my enquiry.
I then emailed the customer service email and got an immediate automated response and a personal response within 24hrs.
Within a few days I had a full refund for my 18month old wobbly Brand X dropper without even having to send it back. Result!

To be fair to CRC once the supplier had agreed to honour the claim they couldn't have been more helpful. On the warranty claim form I had requested a replacement cassette, but as the process wore on I bought a new cassette elsewhere (they were out of stock at CRC) so I could get back out riding. When the claim was accepted I asked if I could have a refund and they agreed and the money was duly refunded.

What I learnt from the experience was that if I ever have to make a claim again, I'll just go out and buy the part I need and request a refund from CRC, rather than hang on waiting for the claim to be resolved and a replacement part sent out.

Have you emailed the CEO?

ha- not yet...

To be honest, if they had said 14 days to begin with I'd have been less annoyed. The auto email says 72 hours so I've been worried they hadn't received it/ lost it or something.

In the past I have had success with CRC's warranty's so feel more positive after hearing some other people's experiences.

“We make every effort to resolve warranty as fast as possible; we know you want to get back on your bike asap! If we can sort the issue we will but in some cases products have to be sent back to manufacturers, our workshop or specialist repair partners and this can then take a little longer. Please be patient with us as you can be assured we are constantly striving to achieve the quickest turn around we can.”
Initially they asked me to send photos with my completed warranty claim form rather than the part, which I did. The photos showed that the cassette was not worn….it was only 6 months old….and that there had been no damage to the cassette or the bike.

After a few days they contacted me and asked me to send the cassette. The couriers confirmed delivery to CRC a week after I initially sent my claim.

Your joking right?
You actually used the cassette... I received one from Wiggle with 2 teeth missing ... never even fitted and they threatened me with having to pay the post and repair costs if it wasn't judged as warranty from the supplier.

They then asked me to lie and commit fraud and say it was damaged in the post (which wasn't possible as the missing teeth weren't in the box and the chance of a packet of haribo's knocking off two teeth seemed pretty unlikely anyway)

They then held onto my money until the very last day...

Oh this is a great read seeing as I've just posted off a faulty fork for them to have a look at.

I contacted them on Saturday, sent them pictures and a warranty form and on Monday morning they've asked me to send it to them. It will be with them by Thursday. Fingers crossed I have a good experience.

I was hoping they were going to ask me to send it direct to Manitou but no luck.

CRC pretty much are Manitou (Hotlines)

Faulty pedals.
emailed 4th Sept, replacements dispatched 5th sept.
Expected arrival any day.