Secrets of the Trade

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  • How does warranty stuff work? Can a LBS bill the distributor for the admin hours when processing warranty claims? Do they? Or they don't/can't, and that's where the snobbery around warranty comes from?

  • Haven’t heard of that ever being done. Distributors tend to have a process in place, sometimes as simple as logging in, filing in a form, and sending back the product for replacement/credit.

  • Warranty at ours generally works like this :

    Parts are replaced by distributor if claim accepted, if not in stock credit issued and part sourced elsewhere. We will usually suck up cost of labour, factored into the fact we sold the bike / components etc in the first place and made £££, and generally good customer service.

    If you didn’t buy the part from us - we can process warranty but will charge admin / labour. If this is a problem send it back to tredz / wiggle and deal with there customer service …. Sometimes other retailers will agree for us to do the work and reimburse us.

    Occasionally we will take on warranty from other stores FOC if asked nicely by one of our distributors ( original store no longer trading etc)

    We are single brand store so can’t warranty other bike brands ( though we get asked a lot…)

    First port of call for any warranty claim needs to be retailer the bike / component purchased from.

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Secrets of the Trade

Posted by Avatar for Eseman @Eseman

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