Direct sales issues?

[Iain at the back]

Having looked at the offerings from many bike manufacturers, it appears that the direct sales companies offer a far better value for money with regard to specification. I also see that there is a growing community on here of Commencial Meta Power owners and it made me think that if you run into a problem with your bike or motor, sending it back to Andorra or Germany is a bit of an expensive faf, as I’m sure Madison etc won’t want to touch it.
Has anybody got any experience with warranty issues with these companies and are there any that are best avoided?

 

[Sylvain]

I got a Commencal Meta 4.2 last summer. There seem to be defect with the paint job (it's very easy to scratch). After seeing pictures Commencal agreed it did not seem normal and offered me to send them the bike for inspection. But finding a suitable box, packing the bike, getting FedEx to come and get the bike is such a hassle. So I gave up. Going to a LBS would have been much easier. Of couse it's not their fault that their Canada office is in BC and I'm in QC. I'm not blaming customer service at all; they did all they could. I'm still happy with my purchase, the bike is amazing and getting this kind of build from a non direct brand would have cost me at least 1K more.

For my e-Bike I considered Commencal but decided to go with Specialized, I wanted to be able to go to my LBS in case of issues. An eBike is much more complex then a regular bike and these things are still pretty new. But the Meta Power build is much better IMO.

 

[Varaxis]

Didn't order from Commencal, but from a direct brand, and they tell me to go to a bike shop for everything that doesn't have their name on it. Example: something wrong with Shimano motor -> go to bike shop.

 

[Doomanic]

And who pays for that?

 

[Iain at the back]

Sylvia, it sounds like you thought about your choices very carefully.

I have seen one E bike specialist local to me who seem to specify that you need to have purchased your bike from them for and warranty work. Maybe there is a need for an independent E bike motor specialist like TF Tuned are for suspension.

 

[Seric]

I'd say, that you need to know what you are doing/do your homework if you buy a bike from a direct company. Ie. Canyon has a UK office, and such should be helpful with any warranty issue you might have on any parts on your bike. BUT, you might need to know how to service your bike and even know how to de-mount your motor to be able to ship for warranty.

I wouldn't expect any shop to handle my warranty-case if it is a bike not bought in that shop. Especially if it is a bike from a direct-sales company. The ONLY thing I would hope for, is that they see me as a potential customer, and therfor help out.

As end-consumers we need to be aware of what we are paying for. You want to save bucks on a bike but have no clue how a bike is built up or know how to service it, you'd probably regret buying direct some time in the future. And honestly, give your LBS a chance first. You might get a good deal afterall, but you probably have to sacrifice that kashima coating (still, you'd kick my ass on the downs). In exchange you (should) get support, easier warranty, good advice, a new BFF. All in all, chances are you'd end up as a happier biker, that get more time riding and less time frustrating

 

[Dom]

I tend to do warranty stuff on things I’ve not sold but there has to be a little labour charge to cover expenses etc
It also tends to be that people come back to me for other stuff so it’s normally a win win