Bike Wheels Failure - supplier wants money to replace?

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/82034561#Comment_82034561

But what does the warranty provide in the event of a defect? That's the important bit. The manufacturer may be fulfilling the terms of the warranty with what they've offered.

As others have said, if you want a solution from your consumer rights, you need to speak to Tredz.

Okell

Hmmm.

Their T&Cs are not compliant with the legislation. They mislead consumers as to their cancellation right. (They wrongly state distance selling regulations(!) mean you can return goods up to 7 days. They mention cancellation but you have to contact them to find out how to do that.)

@sobeitjedi - you haven't answered @user1977's questions: are tredz only the seller or are they the manufacturer too? If they are only the seller who is the manufacturer?

NB1 - as a consumer you have statutory legal rights you can enforce against the seller, but once you are past 6 months after purchase enforcing those rights entails extra work on your part. If, on the other hand, you are relying on a warranty or guarantee as opposed to your statutory legal rights, what you are entitled to depends entirely on the wording of the guarantee, and whether the seller or the manufacturer is giving the warranty/guarantee

So to assist you we need more info from you

NB2 - 20 months after original purchase means your statutory legal rights as a consumer may be limited. If you can prove that the wheelset was "defective" in some way when you bought it, then the legislation would entitle you to either a repair or a replacement, or a partial refund if repair replacement was not possible. It would be a partial replacement to reflect the 20 months use you've had of the wheelset. If you are looking at your rights under a warranty/gurantee, then your rights depend entirely on the wording of the gurantee. We can't read it from here.

"prove" in this case means on the balance of probabilities and you may need an independent report to do this.

"defective" means that the wheelset had some inherent defect (eg design fault, faulty materials, unsuitable material, manufacturing fault etc etc) when you bought it that only manifested itself after 20 months.

Okell

https://forums.moneysavingexpert.com/discussion/comment/82034561#Comment_82034561

So have you gone to Full Speed Ahead to claim under the warranty?

If you have and they have rejected your claim, what explanation did they give?

sobeitjedi

https://forums.moneysavingexpert.com/discussion/comment/82035601#Comment_82035601

Tredz are the seller

The wheel is made by Vision

Okell

https://forums.moneysavingexpert.com/discussion/comment/82039319#Comment_82039319

Ok.

So in September 2024 you bought from Tredz a wheelset made by Vision.

The wheelset came with a warranty/guarantee from a separate company called Full Speed Ahead

The wheelset failed, you went to the manufacturer - vision - and they want you to pay £120(?) for the repair.

Questions:

1 Is the above an accurate summary?

2 How did you pay for the wheelset? In particular did you pay by credit card and was each item on the invoice over £100? (Inclusive of VAT)

3 Who gave you the warranty? Tredz, Vision or FSA?

4 Was the warranty optional or just an automatic part of the purchase?

5 Did you pay "extra" for the warranty or was it free?

6 What is the length of the warranty?

7 what does the warranty say about making a claim?

8 Did you explain to Vision you were claiming against the warranty?

9 did you ever go back to Tredz to complain?

Also note the previous reply from @BikingBud. You may also have a claim against Tredz under the Consumer rights Act 2015, but you need to answer the above questions

sobeitjedi

1 Is the above an accurate summary? - Yes, but I don't know who Full Speed Ahead are? I sent the wheel to a company called https://www.windwave.co.uk/ - who I was referred to after contacting Vision support

2 How did you pay for the wheelset? In particular did you pay by credit card and was each item on the invoice over £100? (Inclusive of VAT) - Can't recall how I paid, likely to have been a credit card, will need to go through statements to check

3 Who gave you the warranty? Tredz, Vision or FSA? - No additional warranty was included, just whatever the default is

4 Was the warranty optional or just an automatic part of the purchase? - No additional warranty was offered

5 Did you pay "extra" for the warranty or was it free? - See above?

6 What is the length of the warranty? - ?

7 what does the warranty say about making a claim? - ?

8 Did you explain to Vision you were claiming against the warranty? - no, just asked for advice on the next steps, they said to send it to them

9 did you ever go back to Tredz to complain? - No

Okell

According to your link to the wheelset, Full Speed Ahead are the people who give you the warranty - see here: Warranty policy | Full Speed Ahead

It would appear that you need to register the purchase to be able to claim under the warranty. Did you ever do so?

If you didn't explain to Vision (or Windwave?) that you were trying to claim under the warranty, how would they know?

Have you gone back to them and told them that you weren't asking for a repair quote but that you were claiming under the warranty?

If they say you can't claim under the warranty, ask them why you can't.

It's quite possible you are not covered by the warranty and will have to consider going back to the seller (Tredz?) and try to argue under the Consumer Rights Act 2015 that the wheelset was not of satisfactory quality. [See earlier post from @BikingBud ]

You need to find out how you paid for the wheelset (was it by credit card?) and you also need to know how the invoice was itemised - in particular were all the items >£100 inclusive of VAT.

[Top tip - always keep important invoices ready to hand]

Undervalued

https://forums.moneysavingexpert.com/discussion/comment/82034574#Comment_82034574

Exactly.

For example, John Lewis make great play of advertising a free "5 year warranty" with televisions. It has some value but it doesn't guarantee you a brand new TV to replace a three year old one (say) that has failed!

Okell

I've linked to what I think is the warranty above.

I suspect the OP never registered, but If he did FSA/Vision (whoever) will probably argue not covered as wear and tear.

That leaves not of satisfactory quality under CRA as per @BikingBud's suggestion

sobeitjedi

I've asked FSA is the wheel can be repaired under warranty, to which they replied:

"The damage inside the hub is from the daily use over a long period of time without the hub being serviced, these factors mean that the wheel cannot be replaced under warranty."

Where do I stand now?