No, the contract is with the retailer, they are responsible. Further, they are ressonsible for goods of merchantable quality laws under consumer protection.
They can make money appear though. It's one or the other, get the customer back on the bike asap or refund in full.
Correct as far as I know. Many shops (bike or otherwise) try this on - we have to send it to our supplier to check about the warranty. That is false. The retailer you purchased from has the obligation to assist, despite what their contracts with the consumer or their supplier say.
Actually there are two options for remedy of defective goods under the ACL; you can take it up with the retailer/supplier, s259, or the manufacturer directly, think its around s271 something around there. But your options with the manufacturer are far far reduced and basically limited to damages, which are very difficult/impossible to prove as a consumer of domestic goods. Your best bet is to hit up the retailer in almost every instance.
What are the options if the retailer denies there is a legitimate claim but keeps the item (as per Moorey's recent experience)?
Dunno mate, you'd think this catches more than a few people out. For overseas purchases you'd prob have to look at what consumer protection provisions that country has (if any) and how it applies to you as a non-resident. Depending on the country it's possible/fair chance they don't apply to you, or if they do, it might end up being be a PITA for you to enforce them from a distance. It does look like the UK introduced new legislation (Consumer Rights Act 2015) that covers internet sales, so might be worth checking out its application to non-residents. That also means there is almost certainly an ombudsmen or regulator that you can bring to the attention of or get some sage advice from. In any case you can be pretty sure another country won't recognise or hold themselves up to another country's legislation (such as the awesome aus consumer law), but withholding parts you've paid for is borderline criminal.
Cheers Schred. I know laws don't always make sense but it feels like a consumer should have the right to have the item shipped back if it's deemed to be in proper working order - even at cost.
I have been in the bike scene for about 10 years now between Canada and Australia and I promise you very few suppliers run like a well oiled machine. If the retail shop does not follow up on warranties with the suppliers almost daily some suppliers (even big ones) seem to forget about you and your warranty. It is a royal pita. Trust me the retail shop wants to get you out riding again as fast as possible!!
Its a Trek Fuel EX8 and the Shock is a Fox Performance Float EVOL
Turn around for me earlier this month was 13 days. Shop let me know it had been rebuilt and was being sent back on day 10.
Ditto, although both my issues went to dsd at the same time. I also got the change to shimano treatment, which bugs me
I think the previous owner dumped it at the right time. Way overpriced for me and besides I've always done all my own wrenching.
Yeah and then never expect to get any help from them ever again. As the consumer you do have the right to request a refund if they cannot provide you with a solution within a reasonable amount of time but as you have heard on here it's probably not the shop that is the hold up. So yeah you could start throwing your weight around and be a knob to them making threats or just ask them nicely if they have a loaner and if not be patient.
