Warranty

[airbox]

It might be a stupid question but here I am...

I can't find the ebike I want where I live (London) and found a retailer who has it in stock in Wales. They sell online and deliver bikes but I am wondering what happens in case I need a repair under warranty? Would I have to bring the bike back to the retailer? I don't own a car so obviously I will have to ship it if this is the case.. Or should I just wait until it appears in stock with a retailer in London?

Thanks

 

[flecc]

It's a very wise question. Yes, any warranty return has to be to the dealer you bought it from, so that is immediately a problem. However, waiting for it to appear in London could also be too. The lockdown has created a boom in cycling and in turn a big shortage of bikes of all kinds, even second hands. So you could be waiting a long time and it could even become a discontinued model before the maker caught up with demand.

It might help us to answer further if we knew which make and model it is.
.

 

[airbox]

Thanks flecc! It's a Moustache Samedi 28.3 Open which seems to be out of stock with all retailers in London. I tried to pre-order it but was just informed now that Moustache are no longer taking new orders. They are releasing their new bikes in September.

It seems too risky to buy a bike which, in case something goes wrong, has to be packed and shipped.. That means I will have to settle with something that is actually available in stock...

 

[vfr400]

Why not ask the retailer? Record anything they say, and if it worries you get any agreements in writing.

 

[PP100]

Thanks flecc! It's a Moustache Samedi 28.3 Open which seems to be out of stock with all retailers in London. I tried to pre-order it but was just informed now that Moustache are no longer taking new orders. They are releasing their new bikes in September.

It seems too risky to buy a bike which, in case something goes wrong, has to be packed and shipped.. That means I will have to settle with something that is actually available in stock...

You would be liable for the cost of returning for later repair unless there was an obvious fault from the start . What conditions do the Wales supplier put on warranty returns? Some have their own recommended couriers (you would obviously need to keep all the packing in case)
As suggested, ask them for details and get it in writing.
Retailers are responsible for returns but they then often refer to the manufacturers. What are the manufacturers direct support options , if any? Could you possibly drop it off more locally to an authorized dealer if they support that?
Ideally you can buy and return locally , depends how desperate you are to buy now.

 

[cyclenut1952]

Hi Airbox, for what it’s worth, I would always buy reasonable local for any large purchase precisely for the reason you raise.

 

[Bobajob]

Hi Airbox, for what it’s worth, I would always buy reasonable local for any large purchase precisely for the reason you raise.

Find out from the retailer what their returns policy is if under warranty then from their response make your decision. Many bikes are bought without any problems with returns from online suppliers. I wouldn’t discount them being at a distance.

Buying close by is without a doubt better but in the absence of getting your bike locally then the distance buying is an option

 

[airbox]

Thank you all for the suggestions! I am going to phone the supplier in Wales today and try to find out more on their T&C on warranty support and returns. I wasn't aware there are I can ask for something in writing - it's a very good idea.. but lets first see what their response is.

Thanks again for your help!

 

[Wander]

Thanks flecc! It's a Moustache Samedi 28.3 Open which seems to be out of stock with all retailers in London.

If it's in that short supply triple check it's ACTUALLY in stock at the Welsh supplier first. Ask for a photo of the actual bike in the size you want. Certain retailers will say they have it when they don't, take your deposit and attempt to 'turn' you to another make or model a few days later.

 

[Wander]

Further to my above comment is it Tredz or Wheelies by any chance? You do know they are both part of Halfords?
If so

Moustache Samedi 28.3 2020 - Out of Stock | Tredz Bikes

Moustache Samedi 28.3 2020 - Electric Mountain Bike. Out of Stock. All Electric bikes are delivered free to the UK mainland, 365 day returns & Price Match.

www.tredz.co.uk

read a LOT into "Built & dispatched in 6-7 days" on Tredz or "Built & dispatched in 9-10 days" on Wheelies. Often means that they haven't got it but are relying on the supplier getting it to them in 3-4 days, then them building it, then sending it out to you.
Unfortunately the 'In Stock' comment with certain suppliers isn't actually true.

 

[PP100]

If it's in that short supply triple check it's ACTUALLY in stock at the Welsh supplier first. Ask for a photo of the actual bike in the size you want. Certain retailers will say they have it when they don't, take your deposit and attempt to 'turn' you to another make or model a few days later.

This is a good point. Is it actually physically in stock or is is their website out of date or deceptive in order to get your reservation (with payment) , and then you wait so long for delivery you might as well have waited to go locally.

 

[Nealh]

For shop warranty you will need local backup not distance with mid motor drives.

 

[RossG]

I think I would be inclined to leave off buying any large item that could be tricky to return ATM unless I knew the retailer was sound like our own Woosh for example.
My partner runs a small business from home and she recently had 7 out of 11 item delivery's go missing as a result of issues over covid. I recently tried to buy a new chain set from Taiwan but was told the factory was shut down as a result of covid, luckily Amazon had it in stock.

 

[Wander]

So what was the outcome?

 

[airbox]

It turned out it wasn't exactly in stock as someone on here predicted. I decided to go local even if it's not the ebike I wanted originally. I am now a proud owner of an awesome Moustache Lundi!!