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The cx bike developed a cracked chainstay after just over a year.
I bought the bike online, and anticipated problems sending it back, and having to argue the toss about how the crack developed ... I`d read a few horror stories online.
After the local Cannondale dealer, LeisureLakesBikes in Newport, scared me away from them by quoting a couple hundred quid to sort the warranty, I thought this would be the theme moving forward.
So contacted the online shop who I got bike from. What superb customer service Triton Cycles and Cannondale provided - I sent frame off for inspection, and within a week or so, a brand new 2018 bike was delivered. £10 to send frame off, no argument with Cannondale ... absolutely amazing service and warranty.
All those horror stories about bike manufacturers not honouring warranty's - well from my experience; cannondale are one you can trust 100%.
So massive thanks to TritonCycles and Cannondale. When I replace the supersix end of this year I will feel safe going with cannondale and Triton Cycles once again.
I’ve bought a few things from Triton Cycles. Good service each time
Great to hear!
"after the local Cannondale dealer, LeisureLakesBikes in Newport, scared me away from them by quoting a couple hundred quid to sort the warranty"
It feels a bit unfair to name and shame a bike shop, who didn't sell you a bike, and when approached by someone with a bike bought online from another shop, state that they'll charge them for their time.
Seems fair to me.
They made no margin from the bike sale, so why would they spend time on a warranty job for free, when they could help paying customers?
Well done to Triton and Cannondale for a quick turnaround BTW.
"It feels a bit unfair to name and shame a bike shop, who didn’t sell you a bike, and when approached by someone with a bike bought online from another shop, state that they’ll charge them for their time.”
Why not if that is what actually happened?
Is it a £200 job? And see how effusive he is now with his praise and future custom.
Not saying bricks and mortar shop do it for free but ...
Wouldn't have hurt too much for Leisure Lakes to just phone Cannondale UK ( seeing as they are a Cannondale dealer).
This wouldn't have cost them much time or effort.
Looks like they have lost a potential future customer, and doesn't reflect well on them supporting the brands they sell.
i would have seen it as an opportunity to have a new customer, through good service.
Got my new Salsa Vaya frame from Triton Cycles arrived with a broken derailleur hanger ( probably by an over enthusiastic courier) I gave them a ring and a new one arrived the next day. Great service in my book
I sent frame off for inspection, and within a week or so, a brand new 2018 bike was delivered.
I like the sound of swapping a frame for a whole bike - that's just full of win!
Cannondale should be good at sorting out cracked frames, given the amount of practice they've had.
Cannondale should be good at sorting out cracked frames, given the amount of practice they’ve had.
😀
Was it not a Cannondale that was the first bike to break in an MBUK group test about twenty years ago (although Rob Warner was involved, so maybe slightly unfair)?
Good work by Triton and Cannondale. Also don't see that Leisure Lake deserve any criticism for charging for workshop labour time.
I bought a saddle from Triton recently, then just checked to buy another for other bike to find it's now cheaper.
wafjoke! ;-d
oh and well done on cannon replacement. Must be a forum's first. ;-d
Looks like they have lost a potential future customer
I always like this one.
"You should do something for free because at some unspecified time in the future I might choose buy something from you"
Just for balance, Leisure Lakes at Nottingham sorted out a warranty on a Cannondale M1000 frame that eventually cracked after 14 years of use.
Even came with replacement fork, headset and stem as the size had changed
"You should do something for free because at some unspecified time in the future I might choose buy something from you”"
depends on how LL phrased it. Did they quote £200 "to sort the warranty", or to strip a broken frame and rebuild onto a new, warranted one? So if the OP had said "I'll bring the frame in and take the replacement away and I'll build it myself" would they have charged anything? Was this made clear?
“after the local Cannondale dealer, LeisureLakesBikes in Newport, scared me away from them by quoting a couple hundred quid to sort the warranty”
I see no problem with this either, they would be just chucking their own time/money away by doing it for free.
You can say they might have won the OP as a new customer, but the OP has already purchased a Cannondale bike from an online retailer when LL is his nearest local Cannondale dealer and didn't go in there and is now complaining about it online. Doesn't strike me as a customer you'd win regardless of the service given.
I thought warranty was between you and the vendor where you bought the item in the first instance?
I can well understand a shop that didn't make the initial sale wanting some recompense for their time in sorting out an issue. A bike isn't an insignificantly sized item to sort out and if disassembly and rebuild was involved then £200 doesn't sound unreasonable.
To be fair to leisureLakes when I emailed their head office to question the couple hundred quid to sort warranty with cannondale, they offered to sort the warranty out for no fee, just rebuild costs.
It was just the shop assistant in that particular shop who decided he knew best.
Lesson to be learnt is that the negatives that LBS often quote about the hassle of sorting out problems with bikes bought online - as opposed to the great friendly service the LBS provides is simply not always valid.
There are good and bad LBS and online shops; I was just very fortunate to have found an absolutely superb online shop.
1st ride out on the new dale tomorrow ... can`t wait!!