My LBS in Highlands Ranch as a QR dealer agreed to get me a crash replacement for my trashed Private Reserve. I was told by the LBS that I would receive a Caliente frame matching fork and internal headset and I was quoted a price, to which I agreed to. After several week the frame arrived, with out the headset - (since purchased FSA one for $75) but the fork was not a match to the bike. After trying to get some reslove from my LBS, with no success to date, I contacted QR directly. I was informed that no matching forks were avail but that my LBS could place an order for one that would be delivered by Mid summer and as the original fork had been cut I would now have to pay retail for the fork. So now having paid the crash replacement price (which I was quoted as “x” and I was billed x plus $25.00, no headset and now a mismatching fork, what should I do next? BTW the QR rep seems to be willing to assit but he is also in business. Thanks in advance. PS the bike is wonderful and fast but I feel a tad disgruntled. Graham
What you need to do is find out who is responsible for the mess-ups. If the dealer did not take the proper steps in performing the crash replacement than they should make up the costs. If QR did not inform the dealer of the changes and/or charges than they are responsible. If you ran out the door without really listening to the dealer than you need to suck it up.
It’s all a matter of communication. If the dealer did not comunicate the costs and let this situation fall on you they need to make that up. Most of the time a manufacturer will not just sent stuff out the door without letting the dealer know in advance. They usually track that stuff very well. As a dealer I can say that we are well informed most of the time as to the costs and differances when we go about something like this. If we do not relay that to the customer, we will make up the added cost. I can also say that many time the customer is too focused on the “new” gear that they dont listen to what we are telling them.
I am sure that QR has a few policies in place as to crash replacement and will try to stick to them. Your job now is to find out WHO goofed up the lines of communitation and then demand that they take care of it. It may very well be you! If it is not, and they dont take care of you, take your bike to ebay and move on. (I’m willing to bet that QR will be more than fair with you)
LaWoof