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looking at buying an e-bike as second bike and hard to look past YT decoy for value. however have heard poor experiences of after sales service and warranty. wouldn't normally worry me as could sort most things myself, however as batteries and motors are involved would want some decent after sales care
any real world experiences? better or worse than any other direct seller? sure I read somewhere about either YT or Canyon opening up a UK warranty office?
thanks
My fox transfer post on the Jeffsy went back for warranty a little while ago, YT sent a pre-paid shipping label, when they got it, it was sent to Fox - obviously due to current circumstances the turnaround from Fox is a little longer than usual but I've since had a DHL tracking email so should have the post back soon.
It was sent to them around the 2nd April - so a few weeks but there's been good communication throughout.
You may not need to go through YT for some parts, I did but it seems silverfish may have taken my YT proof of purchase.
i had to warranty a boxxer, excessive stanchion wear. they were really good, easy to deal with, they sent out postage and returned the fork with a new stanchion. it took a few weeks but that's why we have loadsabikes isn't it, it didnt miss any riding.
A guy I know has had an absolute nightmare with YT and his Decoy. Been months without a bike and having to resort to bad mouthing them all over social media to get anywhere. I wouldn't go near them on that basis
Ive dealt with them, had some issues with my E13 hub. Emailed YT and asked for help - they were very good. Basically they arranged for E13 to give me a new rim, rebuild the wheel and replace all the hub internals. Cost me nothing, took a week.
For the other times Ive dealt with them (replacement rear axel that I broke and various questions) they have been fast and helpfull. Had my Reverb sorted in the UK when it went wrong, no need to send stuff back to Germany.
Given my experience I would recommend them.
Apparently they are opening a U.K. service centre darn sarf somewhere.
Bought 5 bikes from them, 2 were delivered with faults (both shock problems), both took 3 months to sort
A friend (its always a friend isn't it!) had to send his shock back to YT as the rebound circuit was completely knackered - think he got two rides out of it.
He had 3 months of back and forth conversations with YT saying that the shock part wasn't in stock and they were waiting for parts.
In the end they sent him a gift voucher for their web-store as compensation (whilst still waiting for parts) - he responded by getting his credit card company to refund the money and went and bought a Commencal!
My decoy just stopped working, Yt paid to have it shipped back it was returned with nothing don and the box well mangled. Not YT but they employ the courier so their responsablity. Once at YT the repair took 3 weeks and they replaced the battery and dropper cable as goodwill??? and never told me what went wrong even though I asked several times. One being returned the bash guard was broken and I'm skill awaiting the replacement part 3 weeks later. Any emails take 48 hours to be answered and forget trying to call them.
Great bike when it worked don't trust it now
Recently found a crack on the underside of the downtube (under the plastic frame guard, which to my eye is not damaged but has a few scuffs/scratches on it) on my 2019 Jeffsy29 pro race. YT were adamant it was caused by a crash or impact and refused to replace it on warranty and offered crash replacement as the best they could do. I found the crack while cleaning the bike after an uplift day at Innerleithen and admit it's a strange place to just crack so they may be right, although I haven't crashed badly since I've had the bike. Its currently at Carbon Bike Repairs as the quote was under a third of the cost of crash replacement, and they insist it will be as good as new when completed. Yt's communication, to be fair, was slow to respond at first but replied within minutes to every email once I'd got the initial response and the claim was made over the new year holiday and took around 8 weeks from sending the frame to getting it back, they paid for shipping both ways which isn't usually done on a refused warranty claim afaik
Cracked my Capra and was sent a replacement frame within a fortnight. They even sent me a Tues downhill bike that I didn’t order (don’t worry I returned that).
Also had reverbs swapped. Got a Jeffsy now. Never had any issues and would buy from them again.