Disappointed in Scott

[Gubbins]

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?

 

[Deleted member 4366]

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.

 

[KTM Bike Industries UK]

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.

 

[Wisper Bikes]

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

 

[Wisper Bikes]

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

 

[Wisper Bikes]

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

 

[soundwave]

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.

 

[KTM Bike Industries UK]

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?

 

[KTM Bike Industries UK]

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.

 

[soundwave]

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

 

[KTM Bike Industries UK]

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

Its the whole frame.

 

[Wisper Bikes]

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.

It would be great Col if they were good we are certainly hoping they will be. However a couple of our dealers that have committed to our new bikes have questioned their abilities to supply quickly, particularly the electronic components. We will put parts into stock so if a motor does have to go back to Shimano we will supply a motor for use whilst the customer's motor is being fixed.

Surely any brand with over 250 models is big enough to make certain their customers are not inconvenienced. It's only a matter of scale.

Looking forward to being a big brand!! However for the moment we would rather support the 34 models we will have in the line up next year properly.

All the best, David

 

[Gubbins]

All but one if my bike issues have been dealt with efficiently so the warranty method does work.

 

[greyfox69]

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. d8veh I couldn't put it any better myself so i'm not going to try ...thanks

 

[greyfox69]

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. KTM
Unfortunately the problem is still not sorted, the part number supplied was for a mudguard not suitable for my Bike ?? my dealer is working on it.
The most frustrating thing is scott have no record of my emails ?? because the only way to contact them via their website is a "contact us" button which takes you to a form to fill in, once you have done this and sent it, you have no proof of the transaction, a system where if they were so minded, all requests deemed trivial to them could be ignored, i'm not saying this was the case,on this occasion, but once you have contacted your dealer and drew a blank, then contacted the manufacturer directly and again drew a blank, you have nowhere else to go so i went public on here and coincidentally things began to progress?

 

[cosybike]

Yep my Scott / dealer support has been slow to non existent. Charger has failed now. Not sure I can face the hassle. Have taken the hit by just ordering a replacement.

Sent from my Lenovo YT3-850F using Tapatalk

 

[soundwave]

post it on there face book page i bet you get a reply

 

[Andrew Ford]

Hay Ho

Good days and and bad ones
People as well ?

Andy

 

[greyfox69]

I tried the Facebook route the brands vet all posts before proceeding so they have got that angle covered it's a game and the big boys are winning this route is my ownly chance

 

[soundwave]

i meant the ppl that made the rack not scott as not there problem i guess as that is what i did for my xd hub that i broke and put it on the crank bros page with a vid of the damage.

even offered a hole new wheel if i could not remove it but got it off in the end.

like my bike all scott make is the frame and all the other parts have there own warranty so why would you ask scott to fix something they dont even make thus down to the dealer to sort the warranty out tho you can also do this ur self like i did and sending it back to them direct.