I was not relating it to the warranty of a part, I was talking about how spares should be carried locally so that customers have reduced waiting times (i.e. not talking about that specific warranty case). In particular a better flow for warranty issues would be - dealer finds faulty part - replaces part (from UK source - dealer or distributer) - faulty part sent to Magura/Bosch for testing - Magura send replacement part (part goes into dealers stock). This means the customer gets back on the road quicker.
ok, thats easier to answer then.
that is how it works, but in each stage it can only be replaced quickly if the contact at that point has stock.
ie, customer returns part to shop... if the shop has stock it can be switched, immediately
if the shop doesnt have stock, they have to go to the supplier, if they have stock, a replacement is generally shipped next day, but on the condition that the faulty part needs to be sent back to be checked. If the part is repairable, then a replacement won't be sent, the part will simply be fixed. Warranty is repair or replace.
We ship replacement parts as soon as we have a photo and a completed warranty returns form, we don't even had to have the faulty part back first. However if the faulty part doesnt ever come back, or turns out not to be faulty the dealer is invoiced.
My post is correct I am aware of no UK distrubuter carrying spare parts related to Bosch items (i.e. components related to the electric drive system). Magura provide spare parts for Bosch bikes but we prefer to keep stock of some items ourselves. No distributer of Bosch bikes keeps them in stock. I was referring specifically to Bosch parts (e.g. spider, spider tool etc) not other standard parts which are available through KTM but come from Austria (i.e. not stocked in the UK). The point I was making is other brands we carry stock spare e bike related parts and do not think Bosch powered bikes should be different so we carry spares ourselves.
no brand can stock all parts for all bikes,
and all the tools that are required to service them all. Does anyone? We already carry something like 50,000 product lines of parts, which is more than most brands I've worked with in the past, or have any experience of.
we have lots of bosch specific things in at the moment, including batteries. But surely with any component brand, if you want spares or tools you are best buying them from the people who distribute the component brand, not expecting the bike brand to hold everything. I can understand that with budget bikes that don't have branded components, ie just come complete from the far east, the bike brand has to have everything, because no one else will carry those specific parts. However with a premium brand of bike you wouldn't go to the bike brand for new tyres, or new grips, so I'm interested why you would go to them for new eBike drive bits, there is no difference a component is a component.
Actually incorrect regarding battery, we waited months before you found that you had not paid Magura and that is why we had not recieved the battery, we spent much time phoning and emailing you to find why it was taking so long. This was before we had an account with Magura and if we had of known we would have ordered through Magura ourselves, it would have been quicker. Batteries normally take a maximum of two weeks to arrive.
We made a mistake with that Bosch battery order, trying to help out as a middle man... There was a slight delay with us paying, but this was because we didn't know the battery was ready to ship (communication problems with germany is not unusual as I'm sure anyone dealing with bosch will agree with), but this only added a couple of days to the long wait, however we are no longer doing this as a direct result of our experience with your case. We supply products from our stock, and if we don't have stock we can put any dealer in touch with Bosch or indeed any supplier so you can have your own account.
