What should I do?

General bike chat that does not fit elsewhere
Barrzy257
Posts: 330
Joined: Fri Jun 10, 2011 11:09 am

What should I do?

Postby Barrzy257 » Fri May 24, 2013 21:46 pm

Hi there, just a bit of advice really. I bought a wheelset which has had to be returned to the distributor, they have been there for just over a month now, they are saying they are waiting in the manufacturer to send the parts for a rebuild. Just wondering what I should do, they are nice enough guys but its been a month and I've got an event coming up I'd like them for. So do I ask for a New set, a refund or just wait? And what if they refuse the first 2 options?
Any help appreciated
Barrzy257

Wirral_Paul
Posts: 2383
Joined: Mon Jun 06, 2011 20:19 pm

Re: What should I do?

Postby Wirral_Paul » Fri May 24, 2013 21:59 pm

Well ask them telling them why you can wait no longer. A month is more than a reasonable length of time to wait for repair and so they should now replace or refund. If they refuse then just let them know that you're ringing Trading Standards to get their assistance - if they still do nothing then its easy to call Trading Standards.

Take a name off the distributor as soon as you ring - before you say why you're calling also. They are more inclined to do something if you have their full name, but if they dont then you can pass the name to TS.

TakeTurns
Posts: 998
Joined: Sun Sep 09, 2012 11:31 am

Re: What should I do?

Postby TakeTurns » Fri May 24, 2013 22:24 pm

Pretty much what Wirral said.

I've been in a similar situation as you. My rear wheel axle had failed on a 2 month old wheelset. 4 days after having dropped off my wheels at the retailer for a warranty claim, nothing had yet been done about it. They were just sitting there. So I told them that they either got it sorted out in 14 days or I wanted a refund. They sent them off the same day and I had my wheels back sooner than expected.

If it is a warranty issue and the wheels are fairly new, I'm pretty sure you have the right to say whether you want them repaired, replaced or to receive a refund. The latter can be difficult, but if they've taken 4 weeks already and the ETA of the part is unknown, then you should quite easily be able to push for a replacement wheelset.

mattv
Posts: 979
Joined: Mon Apr 03, 2006 20:04 pm

Re: What should I do?

Postby mattv » Fri May 24, 2013 22:44 pm

What wheels are they? Technically the shop has something like 6 weeks to sort out an issue like this, unless it has undeniably been not fit for purpose when you are entitled to a refund if requested- in the first 3 or 6 months on faulty products. In the shop where I work, a set of wheels had been sent back twice in 4 months for rebuilding, 3rd time the distributor offered an exchange. But had none left of anything matching, and none due, so we have swapped them for a different brand wheel.

Barrzy257
Posts: 330
Joined: Fri Jun 10, 2011 11:09 am

Re: What should I do?

Postby Barrzy257 » Sun May 26, 2013 07:21 am

Rather not say the wheelset, as this seems to be a freak incident. They are just inside the 12month warranty. The issue was they kept breaking spokes, and after the 3rd time I requested I sent them back for a full rebuild at there expense as it was obviously a fault. They have confirmed the hub was faulty but are now 'waiting in parts' I couldn't remember if 4 or 6wks is what TS class as a reasonable time. I shall phone the distributor Tuesday and follow up, and if I really need to will phone TS after. Such a shame really, as I loved the wheels before, and the guy seems a really nice bloke, but at the end of the day it is taking the mick a little now


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