Reasonable time for resolution

zaskarcyrus

I bought a bike from a leading UK internet cycle retailer in September last year, paid via PayPal - however, a major component has developed a problem.

I emailed the retailer via the warranty department for further instruction. After seven days there was no response, and after a further email with again no response I contacted them via the live chat.

Basically they said they are very busy and I'll just have to wait until the warranty dept. reads the email and not to return the goods until being contacted. And that when they receive the goods, it will take up to 14 working days to make an assessment.

I just want the item repaired. The time scales here seem somewhat excessive, especially just to get over the first hurdle of the returns process. Am I being unreasonable to expect this to be sorted quicker?

Any pointers would be appreciated.

maisie_cat

What component is it? I ask because it may not be covered by a warranty, moving parts wear and bikes tend to get knocked. Bike warranties often focus of welds failing etc
It might be quicker to just get it repaired/adjusted in a local bike shop if you are not technically capable enough to do it yourself.

zaskarcyrus

Thanks for the reply. It is the suspension fork that is not performing as it should (damper and seal issues) despite being serviced at the correct intervals.

A repair is possible, and I am technically able to do it - but the parts are expensive. It is not something I expect to have to do on £2500 bike.

hollydays

Contact them publicly via social media?

neilmcl

zaskarcyrus wrote: »

I bought a bike from a leading UK internet cycle retailer in September last year, paid via PayPal - however, a major component has developed a problem.

I emailed the retailer via the warranty department for further instruction. After seven days there was no response, and after a further email with again no response I contacted them via the live chat.

Basically they said they are very busy and I'll just have to wait until the warranty dept. reads the email and not to return the goods until being contacted. And that when they receive the goods, it will take up to 14 working days to make an assessment.

I just want the item repaired. The time scales here seem somewhat excessive, especially just to get over the first hurdle of the returns process. Am I being unreasonable to expect this to be sorted quicker?

Any pointers would be appreciated.

Pretty much yes. Personally I'd consider anything under 30 days to be reasonable, inconvenient possibly yes but not significantly.

davidmcn

Bear in mind that your ultimate remedy would be to take them to court, which would probably take even longer. You don't really have a claim if they carry out the repair a bit slower than you'd like them to.