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Customer service
New Merida Big7 CF 5000, four rides old cracked frame. Warranty job so all good. Dropped it back to store of purchase before Xmas. 4 months later get my bike back with new frame. Yep 4 months. Am I being unreasonable in having the s!@#s with this timeframe? I wonder if Jason English would have to wait the same period of time to have his frame replaced
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You're a lot more patient then I'd be Wade!
I needed my frame replaced under warranty late last year and to my surprise I received a phone call from the importer who said to me the new frame was going to have to be imported so will take 3-4 weeks but he was told I ride every day and race etc so said he had an alternate option and said he had a demo bike at a shop in Canberra that has only been ridden twice so could get that back, strip it and have it to me in a couple of days.
The choice was mine and I chose the demo frame to get me back quickly and was very impressed the importer thought through the problem then didn't just pass the buck to the bike shop but genuinely wanted to ensure he had a happy customer.
Twice now I've had frames or parts thereof replaced within two weeks at different stores, Cyclery Northside and The Cyclery Fyshwick, so I'd be pretty annoyed with 4 months.
I hear you Craig. The Merida importer just fobbed me off to the bike shop I purchased from. Their service is extremely poor and the poor bike shop is the meat in the sandwich. The importer of Merida is a dead set joke and doesn't give a fat rats arse about the end user. My best mate heard my story and went and dropped $4k on a Giant simply to avoid the same issue I had
That's ridiculous! 4 weeks is a totally unreasonable amount of time!
P.S. Jason English rides a Pivot.
4 weeks and I'd be happy
JE used to ride for Merida I thought, perhaps he cracked a frame???
He still does according to Merida, but photos on his blog show him on a Pivot.
His website clearly has Pivot as his main sponsor
Looks like Merida in Australia isn't the most responsive organisation if their web page about Jason English is several years out of date... doesn't exactly encourage a view that they act with a sense of urgency.
Bugger me, I reckon you have a better chance of getting a positive response out of a Tasmanian Tiger than you have of the Merida distributor. Sure I have a fantastic bike now that is super fast but I will never buy another one simply based on after sales service