Bike Wheels Failure - supplier wants money to replace?

Jumblebumble

https://forums.moneysavingexpert.com/discussion/comment/82039885#Comment_82039885

So why did they tell the OP?

"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."

Okell

https://forums.moneysavingexpert.com/discussion/comment/82040788#Comment_82040788

Who knows?

But does it matter?

I'm sure that Vision/FSA or whoever can argue that the warranty doesn't apply for one or more reasons:

- the product was not registered

- wear and tear items are excluded

- there may be more (eg he needs proof of purchase)

"REQUIREMENT TO PARTICIPATE

Must be the original owner of the FSA wheelset.
Product registration is required for service.  
Product serial number(s) and a valid proof of purchase FSA or an authorized dealer is required…

"… Wear and tear parts:  All bearings, dust seals, bushing, o-rings, rubber moving parts, stripped threads/bolt (including Aluminum, Titanium, Magnesium or Steel), brake sleeves, chains, chainrings, sprockets, cassettes, brake pads, shifter and brake cables (inner and outer), handlebar grips, aero bar pads, shifter grips, jockey wheels, disc braking rotors, wheel braking surfaces, freehub bodies, bearing races, pawls, transmission gears, brake linings, wave washers, corrosion, tools, etc. are not covered under this warranty - with the exception of manufacturing defects"

sobeitjedi

The supplier is returning the failed wheel to me without repair or replacement.

After contacting the seller, Tredz, they have replied to say: "I'm sorry to hear you're experiencing an issue with your wheelset.
We'll send an email off to our supplier for them to consider under warranty." - which is probably going to the same place that is returning my wheel.

Have I hit a dead end? I'm £225 down, and no working back wheel.

Okell

If it's not covered by warranty/guarantee then I'd suggest you have two options:

First, you can accept their offer of a pair of lightly used second-hand wheels for £120; or

Second, you can go back to Tredz and tell them that you want to exercise your right under the Consumer Rights Act 2015 for a repair or a replacement wheelset because you do not believe it was of satisfactory quality as it should not have failed within two years

The problem with the second option is that because it's more than 6 months since the purchase, the onus is on you to prove - on the balance of probabilities - that the wheelset was in some way "faulty" when you bought it.

By "faulty" I don't mean that it was broken when you bought it, but that it was not of satisfactory quality for its intended use. This could be an inherent design fault, an inherent manufactring fault, use of materials not of sufficient quality and/or durability, etc etc.

In order to "prove it" the general advice here is that you need to get some sort of independent expert report from somebody (like a bike mechanic) to support your argument.

Whether you could get such a report and whether or not a £225 wheelset should last more than 18 months I have no idea.

sobeitjedi

Tredz have responded to say:

"Hi,
Windwave have got back in touch regarding your wheel.  The are very final in their decision that it does not fall under warranty I'm afraid.  Please see their assessment below.
I had the wheel back here for inspection recently. Due to the excessive wear on the rim caused by either a worn brake pad, or an improper setup, and the general condition of wheel, the warranty claim was refused.
 
The freehub is not faulty but stopped engaging due to a lack of servicing which has caused the damage/wear.
 
Freehubs are a wear and tear part and not covered under warranty, unless there has been a manufacturing fault which this is not.
​​Have a good day."

Can I still exercise my right under the Consumer Rights Act 2015?

born_again

https://forums.moneysavingexpert.com/discussion/comment/82048369#Comment_82048369

The problem is that the retailer now has proof from the manufacture that the cause of the issue is lack of servicing. So as far as CCR goes they will use the same reason to not cover it under CCR🤷‍♀️

sobeitjedi

Should I try Section 75 claim?

sobeitjedi

I wasn't told it needed servicing. A wheel should last longer than that

born_again

https://forums.moneysavingexpert.com/discussion/comment/82048454#Comment_82048454

Do you intend to not tell the truth to the CC? As they will want a report on the issue. So you would have to pay for a 3rd party one, which you would get back if you win, but odds on they could go the same way as manufacture.

So it's how much do you want to risk?

Okell

https://forums.moneysavingexpert.com/discussion/comment/82048369#Comment_82048369

When you bought the wheelset did Tredz tell you it needed to be regularly "serviced" - whatever that might entail?

Or did the paperwork that came with the wheelset explain the need to "service"?

Have you serviced it?