Haha not having a dig at you for buying your bike from Summit, just taking the piss. But their customer service is shit in my experience, and for a shop that sells only high-end gear (and is certainly not known for their competitive pricing), I wouldn't have a lot of confidence that they'd go out of their way to help with niggles etc, much less go in to bat for me in a contested warranty situation.
Anyway that's just me, and this is a thread about bikes not bike shops, but if I'm spending thousands on a bike I want to spend them at the right place too.
Wasn't taking it as a dig, i assumed you meant the Yeti customer service. I understand that its been inconsistent over the years. My comment suggested that despite Yeti CS, i would be leaning on the LBS, as they are the ones on the hook under consumer law.
Re Summit customer service, I cant comment as its been good so far. But then again I've not had a problem with the bike.
I don't take a default position of expecting good customer service anywhere. I've learned over the years that knowing what your rights are as a consumer tends to eventually get the right response. Albeit sometimes way too long after the issue has occurred. Though in that same experience, the longer the issue goes on for, the greater the compensation can be expected.
I'll give you an example - Years ago I had an exploding Samsung phone. On my way to return it for a replacement, I dropped it and smashed the screen. Telstra refused to warranty the phone because I'd smashed the screen. They told me I had to get the screen repaired before they'd look at the warranty claim.
Some eagle eyed observers will right here spot how stupid this notion is. For those less eagle eyed, statutory guarantees and warranties cant have conditions placed on them
. The product was faulty, dangerously so before any damage was made to the phone. By Telstra attempting to place the condition of fixing the screen before assessing the warranty, they were breaking consumer law.
This fight took maybe 4 months and a complaint to the TIO, but i eventually dealt with someone at Telstra that knew what i was talking about and they were so apologetic, not only did i get a replacement phone, it was an outright, free of charge newest apple iphone and $500 credit on my account. I wasn't without phone either during the time as Telstra gave me a loaner while we argued, which they never asked for back either.
I've dealt with shitty customer service hundreds of times, and its not often i don't come out on top. Its a pain, but im passionate about not getting taken advantage of.
