How much time to get response from Merida support ?

[shklein]

Hi,
Two weeks ago I found my 2019 aluminum frame is crack around the welding of the top tube to the seat tube. I let the dealer where I purchased it handle the case against Merida service as I have a good relationship with him. He contacted the local Merida rep and they claim to have forwarded this to worldwide service.
We're still waiting for response from Merida main service.
Anyone here had to deal with them ?
what is reasonable response time ?

Cheers.
SK

 

[shklein]

Update:
Merida has just approved replacing the part. I don't know if it will be full frame or just the front triangle.
ETA unknown. No current availability. Weirdly they claim they need to re-build such a frame for me as there none available.
So best case it will take 2-3 months to get the part.
I hope my frame will last till then.