Purchased a QUARQ Black BB30, paying full whack i.e. approx. $3k, while living in the UK at the end of 2012. Straight on to the TT rig and all good. Used it through to October 2013 and again all good. In October 13 I retired for 12 months as part of relocating back to AUS, life changes, etc. Didn’t pull the bike out of the bike until December last year. Once again all good to start with. That is until late Jan, early Feb when started to notice power jumping around a bit. Recalibrated, etc but progressively got worse. Long story short I got in touch with QUARQ support in mid Feb. Explained the situation and the end result is it is dropping power i.e. its no good.
Initially the customer service rep said as purchased late 2012 and not long over 2 year warranty period they might be able to do it under warranty if I chase up proof of purchase. Got a copy of invoice then within a matter of minutes of sending it through I received a one line email saying “with it being as far out of that warranty that it is we wouldn't be able to cover the unit under warranty”. I reiterated that it was 4 to 6 weeks after the 2 year period and more importantly the unit has only had approximately 12 months of effective use, and for a $3k piece of kit I didn’t really think this was fair and reasonable performance. Received further correspondence saying “every case has a circumstance attached to it and we need to draw the line at some point”. The every case bit had me wondering if this is a regular occurrence. Is a life of approx. 2 years the norm?
So at the end of the day I have been offered a discount on upgrade options, which still come at significant cost, or bin the unit. Needless to say I’m not overly happy and while I appreciate the warranty period is part of any purchase I would have thought a more substantial life from a QUARQ product is fair and reasonable, especially given the 12 months effective use? Interested to know what others think, any other similar experiences, etc. Spending more on an “upgrade” feels a lot like throwing good money after bad.
Initially the customer service rep said as purchased late 2012 and not long over 2 year warranty period they might be able to do it under warranty if I chase up proof of purchase. Got a copy of invoice then within a matter of minutes of sending it through I received a one line email saying “with it being as far out of that warranty that it is we wouldn't be able to cover the unit under warranty”. I reiterated that it was 4 to 6 weeks after the 2 year period and more importantly the unit has only had approximately 12 months of effective use, and for a $3k piece of kit I didn’t really think this was fair and reasonable performance. Received further correspondence saying “every case has a circumstance attached to it and we need to draw the line at some point”. The every case bit had me wondering if this is a regular occurrence. Is a life of approx. 2 years the norm?
So at the end of the day I have been offered a discount on upgrade options, which still come at significant cost, or bin the unit. Needless to say I’m not overly happy and while I appreciate the warranty period is part of any purchase I would have thought a more substantial life from a QUARQ product is fair and reasonable, especially given the 12 months effective use? Interested to know what others think, any other similar experiences, etc. Spending more on an “upgrade” feels a lot like throwing good money after bad.