Thanks Martin I know you did your utmost to help, I have sent an email direct to scott uk as advised on here by Gubbins I await their response, if any?

I have sourced a replacement set from Germany ( I initially bought a curana set almost identical to the ones originally fitted, but ironically they arrived more damaged than the ones hanging off my bike, I didn't trust the supplier after that , the internal packaging was non existent and the box was battered??) i had to reorder from a different supplier and these look different and are much less robust as the one i mangled. A sense of humour is certainly required.

It could be worse I know, I have fell off it 4 or 5 times with very little damage to me or the bike.

Regarding Woosh

 

To chip in or not to chip in ?

My opinion is it's good for them to participate, if I like what they put or not

Options is good

If I don't want go along with it just ignore

 

My thoughts but you could just ignore me as well LOL

 

cheers

Andy

 

I agree Andy, so long as the message is on track.

 

I have to butt in and say how strange that a huge brand such as Scott, are not ready with all the spare parts necessary, locally, to keep their customers on the road. It's long been the way most ebikes businesses work. We have tens of thousands of Wispers on the road now, up to 12 years old, and 99% of the time we can supply the exact part needed, next day. It's not cheap way to do business, however any company that is asking a customer to part with a not inconsiderable amount of money for an ebike, a bike that could be their customer's only mode of transport, should be holding spare parts. No Excuses!

 

 

All the best, David

Edited July 11, 20178 yr by Wisper Bikes

UPDATE!!! Gubbins you are a star (for giving me the email address) , I received an email today off scott warranty and after-sales support who cannot find any correspondence from me ??, In my email I told them to read the forum for the full back story, which I can only assume they did, they have now given me the part number of the item i require , which is in stock and can be ordered via any scott dealer. this response proves the power of the forum members, if ,and when I do get the replacement it will be thanks to you guys

UPDATE!!! Gubbins you are a star (for giving me the email address) , I received an email today off scott warranty and after-sales support who cannot find any correspondence from me ??, In my email I told them to read the forum for the full back story, which I can only assume they did, they have now given me the part number of the item i require , which is in stock and can be ordered via any scott dealer. this response proves the power of the forum members, if ,and when I do get the replacement it will be thanks to you guys

Glad to help!

I must add that my dealer Mike at onbike has been working on this in the background since I decided to smash it with the garage door, so if I do manage to get a new one he will be heaped in praise also

I agree Andy, so long as the message is on track.

 

I have to but in and say how strange that a huge brand such as Scott, are not ready with all the spare parts necessary, locally, to keep their customers on the road. It's long been the way most ebikes work. We have tens of thousands of Wispers on the road now, up to 12 years old, and 99% of the time we can supply the exact part needed. It's not cheap way to do business, however a company is asking a customer to part with a not inconsiderable amount of money for an ebike, that could be their only mode of transport, holding spare parts is IMO imperative.

 

[ATTACH=full]20137[/ATTACH]

 

All the best, David

 

Show off!

 

MS.

I agree Andy, so long as the message is on track.

 

I have to but in and say how strange that a huge brand such as Scott, are not ready with all the spare parts necessary, locally, to keep their customers on the road. It's long been the way most ebikes work. We have tens of thousands of Wispers on the road now, up to 12 years old, and 99% of the time we can supply the exact part needed. It's not cheap way to do business, however a company is asking a customer to part with a not inconsiderable amount of money for an ebike, that could be their only mode of transport, holding spare parts is IMO imperative.

 

[ATTACH=full]20137[/ATTACH]

 

All the best, David

 

 

David

 

I agree with most of these topics which have been covered on this thread

A dealer, good or bad should be able to supply spare parts for many years

Sorry but whisper isn't my style of bike, but being a hipercrit ive never tried one which doesn't do your product justice on my part, but I know thousands love your style of bikes

 

If I rang or emailed you for advice or a part I have 95% confidence in the out come to the good even though I haven't met yourself

 

What I'm trying to say is a dealer taking good money for a bike or even a car should be able to back the product up

Not always next day but as quickly as poss

If not hold there hands up as Onbike have and say we've tried

 

Andy

UPDATE!!! Gubbins you are a star (for giving me the email address) , I received an email today off scott warranty and after-sales support who cannot find any correspondence from me ??, In my email I told them to read the forum for the full back story, which I can only assume they did, they have now given me the part number of the item i require , which is in stock and can be ordered via any scott dealer. this response proves the power of the forum members, if ,and when I do get the replacement it will be thanks to you guys

 

Sounds good. although the dealer looks pretty ineffectual.

 

Were I onbike, I might be inquiring firmly of Scott as to why they made me look stupid by not coming up with the part number for such a simple component.

Edited July 10, 20178 yr by RobF

Don't know if it's the same across all manufacturers but it looks like they play the blame game.

My twinloc stopped working but instead of sending it back to Scott they sent the fork away to Fox who fixed it and sent it back. No issues at all.. I think it's the same with brakes and gears ...

 

Just going to jump in on this point. This is not a "blame game" its a quality point from all quality brands. If you buy a premium brand, and this is pretty much anything you can get in a bike shop, it'll come with branded components. In all cases, those branded components have their own UK support centres. This includes Bosch, Shimano, Fox, Rockshox, Sram Suntour, DT Swiss, etc etc. This doesn't effect you as the customer at all, because you go back to the shop, its the shop who would need to send your part to the correct experts who will fix / replace your component for you.

 

Its not a blame game, its the correct brands systems working correctly. Otherwise youd end up with every bike brand having to have duplicate stock and experts in place for every component on all their bikes, which would actually cost you the consumer more to support. This way, one company provides all tech support for the component brand in the UK. Its very efficient and means expert are on hand and stock is available more easily.

Just going to jump in on this point. This is not a "blame game" its a quality point from all quality brands. If you buy a premium brand, and this is pretty much anything you can get in a bike shop, it'll come with branded components. In all cases, those branded components have their own UK support centres. This includes Bosch, Shimano, Fox, Rockshox, Sram Suntour, DT Swiss, etc etc. This doesn't effect you as the customer at all, because you go back to the shop, its the shop who would need to send your part to the correct experts who will fix / replace your component for you.

 

Its not a blame game, its the correct brands systems working correctly. Otherwise youd end up with every bike brand having to have duplicate stock and experts in place for every component on all their bikes, which would actually cost you the consumer more to support. This way, one company provides all tech support for the component brand in the UK. Its very efficient and means expert are on hand and stock is available more easily.

but you cant buy a frame on its own tho why? and is the 5 year warranty on the fame as all other bikes ie the front triangle only!

but you cant buy a frame on its own tho why? and is the 5 year warranty on the fame as all other bikes ie the front triangle only!

 

I'm not sure what you're talking about.

 

You don't have any warranty, because you bought a second hand Haibike and have modified it... so what are you worried about?

I'm not sure what you're talking about.

 

You don't have any warranty, because you bought a second hand Haibike and have modified it... so what are you worried about?

Which is an interesting point. I contacted Scott to see how to transfer the warranty of a 6 month old bike to a new owner and was told that both the Scott and Bosch warranties are cancelled if I sell it.

I am assuming that all manufactures are the same, but I could easily be wrong...

Wisper transfer warranties and Woosh will extend them for a new period for a small fee.

Which is an interesting point. I contacted Scott to see how to transfer the warranty of a 6 month old bike to a new owner and was told that both the Scott and Bosch warranties are cancelled if I sell it.

I am assuming that all manufactures are the same, but I could easily be wrong...

 

There is loads of things that I don't understand why people can't see how to play the game.

 

Using an example from an airport recently.

 

A lady was trying to board an easyjet flight with 2 bags of hand luggage, her bag and a handbag. EasyJet rules are one item of hand luggage.

 

She was having a stand up argument with the people at the gate, and getting very upset.

 

Solution... play the game.

 

Airport guidelines allow you to take one bag of duty free shopping onto the plane, so calm down, walk back the 100m into the lounge, buy something cheap and put your handbag in the plastic bag and walk back to the gate with a smug look on your face.

 

Its the same with warranties. The warranty is for the first person, ie you, so if you sell the bike, just give the new customer your phone number and if they need to make a claim they get you to do it. Warranty sorted, stress level zero. Game played and everyones happy.

Sounds good. although the dealer looks pretty ineffectual.

 

Were I onbike, I might be inquiring firmly of Scott as to why they made me look stupid by not coming up with the part number for such a simple component.

 

No need to enquire anything from Scott.

The part number they have supplied is incorrect, for a different bike without an integrated lamp, and we ruled it out when Greyfox first approached us months ago.

There is loads of things that I don't understand why people can't see how to play the game.

 

Using an example from an airport recently.

 

A lady was trying to board an easyjet flight with 2 bags of hand luggage, her bag and a handbag. EasyJet rules are one item of hand luggage.

 

She was having a stand up argument with the people at the gate, and getting very upset.

 

Solution... play the game.

 

Airport guidelines allow you to take one bag of duty free shopping onto the plane, so calm down, walk back the 100m into the lounge, buy something cheap and put your handbag in the plastic bag and walk back to the gate with a smug look on your face.

 

Its the same with warranties. The warranty is for the first person, ie you, so if you sell the bike, just give the new customer your phone number and if they need to make a claim they get you to do it. Warranty sorted, stress level zero. Game played and everyones happy.

Which doesn't really explain why! ..

Using another example.. Car warranties are transferable.. so why not e bikes?

The warranty is on the bike, not the person, and the fact that the second owner has paid less than its worth shouldn't matter as the company has had its profit from the original sale.. I can understand companies not wanting to honour warranties from grey imports, but wheres the downside in a transferred warranty?

Just going to jump in on this point. This is not a "blame game" its a quality point from all quality brands. If you buy a premium brand, and this is pretty much anything you can get in a bike shop, it'll come with branded components. In all cases, those branded components have their own UK support centres. This includes Bosch, Shimano, Fox, Rockshox, Sram Suntour, DT Swiss, etc etc. This doesn't effect you as the customer at all, because you go back to the shop, its the shop who would need to send your part to the correct experts who will fix / replace your component for you.

 

Its not a blame game, its the correct brands systems working correctly. Otherwise youd end up with every bike brand having to have duplicate stock and experts in place for every component on all their bikes, which would actually cost you the consumer more to support. This way, one company provides all tech support for the component brand in the UK. Its very efficient and means expert are on hand and stock is available more easily.

The point is that OP has a bike, which he paid a lot of money for, that doesn't work and he can't get it fixed. How the system works is of no interest to OP. Clearly the system doesn't work for him. I don't believe that his is an isolated case, because this subject has come up before and it was discussed to the death then too.

 

There's too many people in the chain, which brings exactly the communication problems OP is experiencing now. If I were him, I'd want to wrap that POS around someone's head.

Which doesn't really explain why! ..

Using another example.. Car warranties are transferable.. so why not e bikes?

The warranty is on the bike, not the person, and the fact that the second owner has paid less than its worth shouldn't matter as the company has had its profit from the original sale.. I can understand companies not wanting to honour warranties from grey imports, but wheres the downside in a transferred warranty?

 

Firstly, you need to stop comparing bikes with cars, they are in no way related and the supply chains are totally different. The issue is that bike shops do the warranty work and this is paid from from the profit from the sale.

 

I'm not saying I'm a fan of the system by the way, but as soon as you try to compare with cars, I'm afraid the argument does fall down, for a number of reasons.

 

The point is that OP has a bike, which he paid a lot of money for, that doesn't work and he can't get it fixed. How the system works is of no interest to OP. Clearly the system doesn't work for him. I don't believe that his is an isolated case, because this subject has come up before and it was discussed to the death then too.

 

We yes, that's why I didn't reply to the OP, I replied to a point raised in the thread, to hopefully try to add some details from the trade side.

 

And the customers bike does work, its just that he wanted the exact same replacement part, not a similar one. In this case it appears the dealer was let down by the brand, but all is now sorted.

David

 

I agree with most of these topics which have been covered on this thread

A dealer, good or bad should be able to supply spare parts for many years

Sorry but whisper isn't my style of bike, but being a hipercrit ive never tried one which doesn't do your product justice on my part, but I know thousands love your style of bikes

 

If I rang or emailed you for advice or a part I have 95% confidence in the out come to the good even though I haven't met yourself

 

What I'm trying to say is a dealer taking good money for a bike or even a car should be able to back the product up

Not always next day but as quickly as poss

If not hold there hands up as Onbike have and say we've tried

 

Andy

 

Hi Andy,

 

Completely agree with you.

 

I have worked with On-Bike for too many years to even think about, they are amongst the most professional out there and only too willing to go the extra mile. It's the big international brands that let people down not their dealers... on the whole.

 

Unfortunately at the moment On Bike don't sell our bikes, preferring to stick to the international brands with the well known mid motor companies. We hope to win them back wth the Wisper, Wolf and Wildcat next season both sporting the amazing 8000 drive system from Shimano.

 

I am pleased to read that Scott are sorting you out.

 

All the best, David

Which doesn't really explain why! ..

Using another example.. Car warranties are transferable.. so why not e bikes?

The warranty is on the bike, not the person, and the fact that the second owner has paid less than its worth shouldn't matter as the company has had its profit from the original sale.. I can understand companies not wanting to honour warranties from grey imports, but wheres the downside in a transferred warranty?

 

I completely agree Gubbins, the bicycle industry may not like this but they need to learn from the bigger car and motorcycle industries.

 

Coming in from the exhibition industry, I didn't have a clue how to behave like a normal bike company, so with no preconceived ideas, I set up the business to treat people the way I would like too be treated.

 

We will transfer warranties (subject to a favourable report on a bike from a Bone Fide Wisper Dealer) and we do hold parts enough to keep our bikes going, and those parts are normally delivered within 24 hours.

 

Surely this is all just common sense?

 

All the best, David

Just going to jump in on this point. This is not a "blame game" its a quality point from all quality brands. If you buy a premium brand, and this is pretty much anything you can get in a bike shop, it'll come with branded components. In all cases, those branded components have their own UK support centres. This includes Bosch, Shimano, Fox, Rockshox, Sram Suntour, DT Swiss, etc etc. This doesn't effect you as the customer at all, because you go back to the shop, its the shop who would need to send your part to the correct experts who will fix / replace your component for you.

 

Its not a blame game, its the correct brands systems working correctly. Otherwise youd end up with every bike brand having to have duplicate stock and experts in place for every component on all their bikes, which would actually cost you the consumer more to support. This way, one company provides all tech support for the component brand in the UK. Its very efficient and means expert are on hand and stock is available more easily.

 

It depends on how effective the branded parts suppliers are. We will be launching bikes featuring the Shimano systems next year. Last week we have a meeting with Madison's Shimano guy at our offices and decided that to look after our customers in the manner Wisper customers are used to, it would be prudent to hold stock of electrical systems and XT parts. We agreed to do this.

 

All the best, David

I'm not sure what you're talking about.

 

You don't have any warranty, because you bought a second hand Haibike and have modified it... so what are you worried about?

so why did crank brothers give me a new xd hub? also if the bosch motor is still in warranty pcg will take it over and sort you a new motor if it goes bang from bosch.

 

as you said every part has its own warranty but with haibike the 5 years is for the front triangle only and will not sell frames like bosch wont sell motors on there own.

so why did crank brothers give me a new xd hub? also if the bosch motor is still in warranty pcg will take it over and sort you a new motor if it goes bang from bosch.

 

as you said every part has its own warranty but with haibike the 5 years is for the front triangle only and will not sell frames like bosch wont sell motors on there own.

 

Why are you asking me?? I don't have anything to do with Haibike?

It depends on how effective the branded parts suppliers are. We will be launching bikes featuring the Shimano systems next year. Last week we have a meeting with Madison's Shimano guy at our offices and decided that to look after our customers in the manner Wisper customers are used to, it would be prudent to hold stock of electrical systems and XT parts. We agreed to do this.

 

All the best, David

 

Yup, we have an OEM account with Shimano too.... as do KTM in Austria.

 

But if you want to warranty something, you still have to send the broken part back to Shimano for warranty (and I mean you as in Whisper... not the end consumer) you're just holding a bit of stock (like most people do) to allow you to speed things up a bit. However when you're a big bike brand with 250 models, there are a LOT of shimano parts on your bikes, you can't hold stock of all of them in all options without pushing the price of your service up, which puts the prices of the bikes up.

 

Madison / Shimano warranty is about the most efficient I've come across in all industries I've worked in, so in practice we've cut down what we hold because its simply not necessary.

is the 5 year warranty on ktm bikes for the hole frame or just the front triangle?