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Old 09-12-2017, 03:23 PM
Pierre Pierre is offline
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Question re: typical process for returning a warranty frame

Hi gang,
I'm in the process of returning a frame under warranty and am curious about how the process typically works. I feel like I'm hounding the bike shop so was hoping I could get some info behind the scenes just so that I don't come across as too obsessive about this (which if course I totally am!).

I've had some contact with the distributor (due to some issues he has helped me with along the way). Normally he would deal ONLY with the bike store so I don't want to hound him too much either (although he has been very helpful anytime I've asked).

I've already handed the frame over to the bike store . The bike store has received a Warranty Shipping slip (aka "RA") from the distributor which allows them to ship back to the distributor with costs redirected to the warranty claim. They receive this as of mid-last week.

I've also received an informal notice from the distributor that the manufacturer had approved the warranty replacement (based on a few pics and a video I sent him earlier). I got this notice prior to bringing the bike over to the store, in fact.

I guess my question ultimately is, what typically happens next?

1) Who issues the warranty frame? The bike store or the manufacturer (Note that the the frame is discontinued but the bike store itself seems to still have some in stock).

2) At what point in the process does the store/distributor get approval to hand the frame over to the consumer?

3) How much time should I expect before I get a frame back? I've got a back-up bike I'm riding in the meantime but it's not ideal.

Any feedback you guys can provide would be much appreciated.
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Old 09-12-2017, 03:42 PM
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Bob Ross Bob Ross is offline
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Quote:
Originally Posted by Pierre View Post
Who issues the warranty frame? The bike store or the manufacturer (Note that the the frame is discontinued but the bike store itself seems to still have some in stock).
Normally it's the manufacturer. For disco'd product they'll typically offer the current equivalent model, unless they have some NOS ("new old stock") available.

If your LBS really does have some of those disco'd frames in stock the manufacturer might offer them some recompense to give you one of those. But the approval/authorization always originates with the manufacturer (...if not temporally, then certainly legally.)
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Old 09-12-2017, 07:00 PM
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shovelhd shovelhd is offline
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It took two weeks for my replacement Felt frame. Frame prep was included at no charge.
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Old 09-13-2017, 02:42 AM
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fogrider fogrider is offline
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the manufacturer. there should be a manufacturer rep. that gets assigned to handle it. like anything, it just depends on their work load. They usually examine the frame to confirm that it is a warranty issue. Then, it just depends on that they have on hand. Note that if the model you have is discontinued, is there big changes to the model? is it still considered equal? they may offer you a lower model new model or ask you to pony up a few bucks. it just depends on how good their customer service is.
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Old 09-13-2017, 07:16 AM
Pierre Pierre is offline
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Thanks, guys. That helps a lot. I'm hopeful that I'll get a like for like replacement as the frame was available for the 2017 year but I just noticed on their website as of 2 weeks ago that they have had taken that model out of their line-up. I guess I'll just hang tight until I hear back...
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