if people ride their bikes as many miles as they drive cars, then the bike business will be like the car business.
Haibike sDuro Hard Seven or Trekking
- Thread starter Vennwood
- Start date
I have never been paid for Labour charges resulting from warranty work by any supplier. I know there are other shops lurking on this thread and if I am in error, please correct me.
mmm
ebay seller lists an address in the South (which is an elderly person's sheltered housing address) but says cash on collection at an address in the Midlands.
Only allows collection thereby buyers are not protected by distance selling regulations.
Only takes cash so buyers are not protected with PayPal.
Only allows returns within 3 days in contravention of ebay rules (14 days).
Sells bikes with the brakes the wrong way around in contravention of UK regulations.
States bike comes with manufacturer's warranty BUT consumer rights in the UK are always with the dealer, not with the manufacturer.
Personally I wouldn't buy from them even if I saved a few quid. I prefer to buy from a proper UK dealer safe in the knowledge that they will be around to address any issues.
So what I'm hearing here is that you guys, Emo Rider and Martin @ebike shop (I'm including you as you supported Emo Riders post) basically only support customers that buy from you. So presumably you don't, as dealers, comply with the terms of your manufacturers warranty program. I'm not talking about buying from eBay where the bike would or could be deemed second hand - I'm talking about buying from a genuine manufacturers appointed dealer (even though it may be through eBay).
Is this common in the biking world where a dealer won't honour a warranty claim if the bike wasn't purchased from them? I'm amazed at that. I guess I won't ever by buying from either of you guys.
Think you need to supply a link to the manufacturer's warranty program where it shows a term saying that they have to do this ..........
In the first paragraph you say the dealer admits the bikes are from Europe, probably from Haibike direct. Haibike in the uk is sold through Raleigh and their dealers, he is not one of them. All the Xduros, Sduros and Bosch powered Ralieghs are distributed by Raleigh unless there is a independent Haibike dealer somewhere. Why would Raleigh be under any obligation to honour the warranty? I would want this particular warranty in writing from Raleigh before I would take the word of a cut price Ebay seller.
Help me out here, where in that does it say that Emo Rider has a responsibility to repair an ebay (or any other) seller's sale?
First term says this:-
I. Area of Application
- The following terms of sale apply to all contracts concluded between the buyer and ourselves for the supply of goods
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This is a non issue as most people take their bike to the approved dealer they purchased it from . Any bike shop would be well within their rights to first suggest dealing with the supplier for warranty issues. We routinely get bikes we do not sell, purchased from ebay and still under warranty, and charge for the repairs. As I stated before, if it were a UK purchased Haibike we would repair it. We would be able to get credit for the parts and charge the customer for the labour. He could then go to his dealer with the reciept for a refund, if the selling dealer would be in agreement. This would all have to be arranged between the customer, the shop doing the repairs and the original seller. Under these conditions we would honour the warranty of a Haibike supplied by a Raleigh Dealer.
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We seem to be getting off point here - My query is not about buying from anyone selling on ebay and I understand that the original mention of this referred to a seller that isn't a Haibike dealer but buying from an authorised dealer of any make of bike that has a dealership say in Inverness or Paris that may or may not sell on ebay. The customer then breaks down in London or Birmingham and takes his or her bike into the nearest authorised dealer of the same make and would this warranty be honoured?
We are getting there - this is what I wanted to hear. Now finally what if I bought from a UK dealer but broke down in say France - would the same thing apply?
Just found this on the Which web site:-
Using guarantees and warranties
Many products, such as electrical goods, are sold with a manufacturer's guarantee (or warranty), often for a year.
Guarantees are a contract between you and the manufacturer and the manufacturer must do whatever they say they will do in the guarantee.
Usually this will be to repair or replace a faulty item. Retailers will sometimes contact the manufacturer on your behalf, but they are not obliged to do so.
Using guarantees and warranties
Many products, such as electrical goods, are sold with a manufacturer's guarantee (or warranty), often for a year.
Guarantees are a contract between you and the manufacturer and the manufacturer must do whatever they say they will do in the guarantee.
Usually this will be to repair or replace a faulty item. Retailers will sometimes contact the manufacturer on your behalf, but they are not obliged to do so.
I used to work for a family owned Renault car dealer.
From what I could see, all service customers were given a fair crack of the whip, regardless of where they bought the car.
But differences did arise if a service was not straightforward.
If we couldn't get a part for a car we supplied, we were much more inclined to cannibalise one from a new car or hack across town to get the bit somewhere else.
The customer who bought his car elsewhere was told the part was on order from Renault - quite proper, be we wouldn't go the 'extra mile'.
"Can you fit my car in before I go on holiday?"
The answer was far more likely to be 'yes' if the car was bought from ourselves.
Our customers were first in the queue for loan vehicles, and we were much more inclined to deliver one of 'ours' back to the customer and pop the keys through the letterbox.
Or give one of our customers a lift home when he dropped the car off for service - the list goes on.
Clearly, lots of customers who bought their cars elsewhere did not have a need for any of those extras, so they 'won' - got their car cheaper and got it serviced and warranty work done without delay.
But plenty did not, although they probably never realised.
From what I could see, all service customers were given a fair crack of the whip, regardless of where they bought the car.
But differences did arise if a service was not straightforward.
If we couldn't get a part for a car we supplied, we were much more inclined to cannibalise one from a new car or hack across town to get the bit somewhere else.
The customer who bought his car elsewhere was told the part was on order from Renault - quite proper, be we wouldn't go the 'extra mile'.
"Can you fit my car in before I go on holiday?"
The answer was far more likely to be 'yes' if the car was bought from ourselves.
Our customers were first in the queue for loan vehicles, and we were much more inclined to deliver one of 'ours' back to the customer and pop the keys through the letterbox.
Or give one of our customers a lift home when he dropped the car off for service - the list goes on.
Clearly, lots of customers who bought their cars elsewhere did not have a need for any of those extras, so they 'won' - got their car cheaper and got it serviced and warranty work done without delay.
But plenty did not, although they probably never realised.
Well said RobF - that is exactly how we dealt with customer warranty claims. a warranty claim is a warranty claim but I guess most folk would accept that if you turn up out of the blue with a broken down car you didn't buy from the dealer you don't automatically get pushed to the front of the queue - you accept that their own customers get sorted out first but at the end of the day you do sort them out even if they have to get agreement from the supplying dealer that they will authorise and pay for the repair. We never told anyone to hop it just because they didn't buy from us.
I haven't bought my bike yet but I'm learning a lot on here
I haven't bought my bike yet but I'm learning a lot on here
There's a point to be made about the difference between the sale contract and the warranty contract.
The sale contract is with the retailer, under that the goods must be of merchantable quality etc, so there is an implied warranty.
A manufacturer's specific warranty - where one exists - is between you and the manufacturer.
I suppose often the two things conflate, particularly if the item breaks soon after purchase.
The bike retailer is going to encourage you to use the manufacturer warranty, not least because the retailer then doesn't have to pay for the part, although he may have to pay for the labour to fit it.
I think most bike retailers take the labour on the chin, it usually doesn't take long to replace a single component on a bike.
Where I have heard of arguments is when the labour is significant.
A frame replacement means swapping all the components across to the new frame.
The manufacturer supplies the frame but won't pay the labour, so the bike shop may charge the customer.
In the bike trade, yes, as far as I can gather.
Emo Rider - who is in the trade - confirmed as much earlier in the thread.
I think your Paris question is a good one, but hard to answer.
As a customer, it is quite reasonable for you to buy your bike from your local authorised dealer in the UK and then use it abroad.
As Emo said, I think all you can do is ask the dealer in the relatively unlikely event you will need urgent warranty work a long way from home.
As with all things, an amenable attitude would go a long way.
I think I would volunteer - or at least be prepared - to pay the Paris shop's labour in the hope that I might get it back from the supplying dealer.
As I have spent the last few months looking into many e-bikes and even motor scooters I can say that warranty is always been a sticking point. Most affordable E-bikes are made in China as are most affordable motor scooters. Peugeot scooters are made in the same factory ( or several factories) as pulse. Peugeot offer two years warranty on the V-clic the pulse scout is the exact same model with one year warranty but most dealers will up that warranty to 2-3 years but all your services must be done at their garage. If you take it to another bike garage even if they sell the same brand they will charge you labour and most will charge you parts too. In my opinion a warranty is only as good as the dealers you buy from. I have found on this forum that most E-bike dealers work on word of mouth and that is most important for their business. Most (I would think all ) would give you help and parts if you need them even if your bike was out of warranty they would still do their best to help. Hence the reason they are still around and still on this forum. The biggest problem I think is lack of dealer network like you get in the car business. There are just not enough dealers buying from a large single source to be able to offer a floating warranty. What I mean by that is if I had my own bike shop and then expanded and had two bike shops then of course if I sold a bike in one shop I would honour the warranty in the other shop as I own both shops BUT I wouldn't honour a manufacturer warranty in my shop if that bike was purchased in someone else's shop I would be losing money on every bike i fixed in that case it would be financial suicide I think. This is of course is only my opinion and im speaking from a very narrow viewpoint as a customer not as a business. But I think a good relationship with the dealer is the important thing to consider. Ebay sellers are here today and gone with your money tomorrow. I would never buy an expensive item like a E-bike or motors or kits etc from an ebayer not unless I have money to lose. Save £300 to lose £1200 makes no sense to me.
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