LBS Warranty Handling Question

Triathlon Forum
1

Hello Bike Shop Gurus of ST–
I have a question about how my LBS handled a wheel warranty issue and some info on SOPs from manufacturers, shops, etc.

I purchased a Trek 5000 back in 04 from a shop not in the town where I live. The price was a much better deal than the local shop would give and I didn’t want to pass it up. I do purchase some items from the LBS (tubes, gels, shoes, etc.) so they know my face. I am primarily an internet purchaser as the prices are better and I know what I want but I like to support the LBS when I can.

I have a wheel that is cracking at several nipples in the plane parallel to the rim. I took it in this past weekend to the LBS which is a Trek dealership. The claim was within the 5 years allow by Bontrager. I got a call a short while later from the LBS claiming that they would process the claim but if they had to do any “work” for the claim they would “have to” charge me the actual costs (boxing the wheel for shipment, rebuilding the wheel if only the rim was claimed, etc.).

I asked why couldn’t they just process the claim as it is a Trek product and they are a dealer? They explained that since I did not purchase the bike from them they were under no obligation to extend such service. They suggested that I take the wheel to the dealer where I purchased the bike and they would process a claim without charge.

I called the shop where I purchased the bike and they took the wheel not problem. I would have done this originally but they are an hour away. They were astonished that the LBS handled the claim in this fashion.

So, am I being unreasonable that the LBS should handle the claim as a Trek dealer in a manner that least effects the customer? I understand that internal procedures may dictate that the dealer has options, but it just seems bad business for the LBS to pass the buck to the customer on a warranty claim. I used to spend a decent amount at the LBs for incidentals during the year. I will now spend my money elsewhere.

What is the SOP from shops and manufacturers on things like this? I can’t imagine in a time when customers are tougher to find that manufacturers would be ok with losing customers over a $20 wheel box and some time.

Tom

2 
 Man, I'd like some insight into this also.  A long, long time ago, I purchased a car, a new Ford from a local Ford dealer.  The car had so many problems that began almost immediately that I took it back to the original dealer's service center numerous times.  Obviously, they did not know what the heck they were doing there as the same problem kept coming back.  

 I heard that another Ford dealer in town had a better service department so I took it there.  A Ford dealer is a Ford dealer and the warranty is honored at ALL Ford dealers.  Now, the car was in that shop longer than the original shop!  When I finally lost it, I went off on the service manager, the mechanics, everyone in the waiting room and anyone else who was within a 100 yard radius.  I asked to speak to the General Manager who saw me immediately.  He asked where I bought the car!  I told him it didn't matter where I bought it as it was a new car covered under a Ford warranty and I had my choice to take it to any Ford dealer I wanted to.  He reluctanly agreed and they focused all their attention on my car after that point.

 My point is this, what if you moved to another city, state or country?  Would you have to return it to the original place of purchase for the warranty to be honored?  I have warrantied a frame, Litespeed, that was not bought at the location I took it to.  The original dealer no longer carried Litespeed.  I had no problems and the new location took care of everything and went the extra mile by constantly keeping me updated, I respect that shop.  (BTW, I ended up buying a Honda Accord and then Toyota trucks after the Ford and never looked back).

I also await the upcoming answers and do not think you were being unreasonable.