[Closed] Warranty issue woes

in their defence maybe they've been really busy, or have informed the manufacturer/distributor of the issue and were waiting for response/further instructions from them.
however, they should have had the courtesy to keep you informed of what was going on....pretty poor customer care on their part

i've never had to return anything on warranty yet so i presume as they sold you the bike they will have inspected it to make sure that in their opinion it is a warranty issue.
they would then contact the distributor/manufacturer and inform them of the issue...this could also include pictures being sent to assess the problem...but for something that seems to be a bit unique in your case they would want to inspect the bike themselves so the shop would need to send it in to them
at this stage its anyones guess how long it takes...it could be a matter of days or weeks...depends on the company and how good their warranty departments are

what bike is it?

If its that new I'd ask for a refund or replacement in store.

Two weeks is more than long enough for the shop to contact the distributor or manufacturer and be able to take photos and/or send it back for inspection. Looks to me like they need to get their collective fingers out. Try contacting the distributor or manufacturer to see if they even know about it yet.

I understand they may be busy etc, last Friday the bike was being investigated and I should expect a call back on Monday/Tuesday. I never received this call and phoned them myself on tues to be told the warranty guy is off today. Sales guy told me a likely replacement/refund may be issued, however this was only his opinion.
This mornings phonecall the warranty guy was in warehouse and they will phone me back this afternoon.

The bike is a 2013 Norco sight. So nearly 2years old. But has a limited lifetime warranty on frame.
I'd rather the refund on the bike if it's an option.

please tell me its not Wheelies that you're dealing with OP
i understand that they have a reputation for being slow with warranty issues!

Norco=Evans

Yeah Evans.

I had to return a bike to Evans due to premature wear on shock bushes on several occasians, their customer service was aweful, so much so that I sold the bike and have never entered one of their stores since, and this is going back over 4 years, I would never buy from them again.

Obviously this is my own opinion and I'm sure lots of people have been very happy with their service.

I hope you get sorted soon OP, keep us updated.

At least you did'nt overreact......

Norco=Evans

i thought wheelies did do Norco...but i was wrong
Evans are just as bad by what some people say

hope you get it sorted soon OP but just in case they're dragging their feet or being plain difficult with you keep these on standby...

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Rorschach - Member

At least you did'nt overreact......

Nope. Didn't overreat, but I expected better customer service and I certianly don't expect to be talked down to by some kid working evenings who know's sweet FA about bikes.

I cut my losses and moved on.

I didn't make a song and damce about it on here, nor did I post on any other forum / social media sites, which would be overreacting, and OP, this isn't a dig at you, I'm just simply replying to the commect posted.

Simple as that.

Awaiting a call back all day I had to ring them myself only to be told the bike is still in the "assessment process" meaning they have yet to look @ it.

Can you go in and discuss the matter in person and wait while they do it?
It's easy to forget a phone call, not so easy to forget a customer standing there (or was it an online sale?)

Not acceptable...I work at an Evans store and recently had a Norco here with a snapped swing arm...3 days to get authorised,2 weeks to get a new arm from Canada and to fit it,job done. Some are even quicker,2 days for C/dale road bike from coming in to riding out on new bike,it's all down to the store manager I'm afraid,he can drive it with the warrenty guys.
Get on to customer services and they will light a fire under the manager....Christ knows why I'm defending them though,anyone from store manager upwards needs a frontal lobotomy and an injection of morals...treat your staff like s@it and this is what happens.

Opinions are fine but here's still time to edit that robbo : )

It was an online sale. I live in Northern Ireland and we have no Evans over here. Thanks for the advice robbo. It will now be Monday or Tuesday before they will be able to tell me anything..
I will not be buying another bike through Evans

I Sent my bike back to shop I purchased from

It was an online sale.

2 weeks is taking the proverbial.

Look on the bright side- its shitty weather.

Jameso apologies for the confusion. The bike was an online sale. The bike went back to Evans. They arranged courier, bike was lost for a week.

Can't see them refunding, not when it's nearly 2 years old - my money is on a frame swap or credit against a new one.

depends if Norco still have 26" frames or parts in stock I suppose?

Jameso....you could well be right...heat of the moment stuff...I'm sure there's plenty of good people there,yourself included...I've just not met that many of them.

Quick update on warranty.

Spoke with a manager last Tuesday' evening who assured me I'll be getting a replacement frame or bike out of it and would call the following day to discuss options. Call never materialised. I phoned back on Thursday evening asking to speak with manager, again no call back.
Phoned today to get an update. They have replaced the seat clamp as they could not find bulge in seat tube.. Bearing in mind the problem is with the seat stay. They have since got back to me and now they will not be covering the frame under warranty.
5weeks later.

Got any pictures of the seat stay ?

thats had a wallop hasnt it?

I can only see a scuff in the second pic but the first one looks like accidental damage to me.
That said, it wouldn't bother me, my Pitch has worse damage than that and I just carry on riding it

You've dented your seatstay, but you're talking about a warranty issue...I must be missing something?

That's had an argument with a boulder and lost...

I don't get the second picture

Second pic is of non drive side. WHere the paint is starting to crack.

There has been no accidental damage. my frustration is at the fact I've been messed about for almost 5weeks being told different stories

Should we be looking at the obvious crash/stone impact damage, or is there something else? The finish on your chainstay looks to be in terrible nick too.

EDIT: Ok - no accidental damage. I've seen flakey paintjobs before, but that looks bizarrely like a scrape. Are you sure no-one borrowed your bike when you weren't looking and chucked it down a cliff?

I think that's somewhere else on the bike.

I am confused. Is this a new bike? Did it arrive in that condition? Surely that's crash damage, no?

Doubt many places would warranty that unfortunately, lack of communication not good but as people have said accidental damage isn't covered. Whether its still rideable is a different matter.

Would need to have been a big Boulder to do that though?
I sent the frame back to Evans at their request to see if I was eligible for a warranty claim.

You have damaged your bike and sent it to a shop for no reason as far as I can tell?
The length of time is unfortunate but not surprising given how much you are chancing your luck with them!

So Steve - are you saying you didn't crash the bike at all, that dent and deformation just happened??

Won't take a big boulder at all. Just a pointy one-and hit at the right angle. C'mon fess up, you crashed it didn't ya?

haha - good effort!

"I was just riding along when a big patch of paint fell off my seat stay, a scuff appeared and a dent appeared too. My chain stays are completely chipped to buggery but I take really good care of my stuff so it must be a fault in the bike. Can I have a new bike please?"

I'm only going by what Evans told me. Last week after an inspection they wherefore rreplacing the frame or bike. To this week not being covered. I understand that. My frustration is @ the poor communication.

And I was just riding along..

Oh, communication? There was me thinking the thread title was 'warranty issue woes' not 'crap comms'.

You've chanced your arm, been turned down. Nothing lost, nothing gained.

Basically you thought 'they are giving me a new frame, wahoo'

Even though that is obviously crash damage

But I was told they would be replacing it with a new frame or bike.
Again this was just an update on my progress

Well let is know how it pans out

And I bet you couldn't believe your luck.... If you really think it needs replacing, claim on your insurance. Otherwise, go and ride it and forget about the free bike you were 'promised'.

I told you a month ago that it was dented, but looked fine to use. You've wasted their time and yours.

your tyres look like they've worn down a bit aswell; might be worth seeing if they can warranty those while they're at it?

You've dented your seatstay, but you're talking about a warranty issue...I must be missing something?

That's my impression too.

It either arrived at the OP like it or it has happened in between, OP which was it?

OP - if it came like that out of the box, you needed to return it for a refund at that point in time.

It looks like you've ridden it, now it's impossible to distinguish between riding wear and tear and what may of been there out of the box.

If those marks weren't there when you got it out of the box, you've put them there and don't have a leg to stand on in terms of a warranty claim.

Sales guy told me a likely replacement/refund may be issued, however this was only his opinion.

But I was told they would be replacing it with a new frame or bike.
Again this was just an update on my progress

Those things aren't the same thing.

If that came to me as a warranty claim I'd say "nice try sunshine, but I wasn't born yesterday" and send it back.

OP I think that was probably a miscommunication to you in the phone etc when you asked for an update.

Be honest- if you could legally make them would you hold them to it?

OP is either a moron or a class A chancer.......who has just deprived himself of his own bike for weeks. Blimey, if warranty departments across the country are stuffed full of cases like this no wonder it can take ages for the genuine ones to get sorted (and the staff become cynical).

Warranty woes? More like user trying to take the Michael! It's been crashed and is in no way a warranty issue! Suck it up!

To be fair to the OP, it might not be crash damage... something could have fallen on it in the shed/car etc.

Still not a warranty claim but he may be telling the truth about it not being result of a crash.

My most annoying dent was on a bike I'd just built up, leant it up against another bike to admire my handy work, took two steps back and watched as it slipped, unsettled the bike next to it and they fell together putting a thumb sized dent in the top tube of the new one, oh my was I furious!

"I didn't crash it, I merely brushed past a rock, at speed, which simply revealed the defects which were there from manufacturing."