Our apologies for the long post here, but we felt it was appropriate to highlight the following information that we share each and every day with our customers. Please do not hesitate to email or message us with questions. Feel free to call or stop in too! All our info. is available here on our FB page and the formal website should be up and running by the end of the year. Thanks much for the comments recently. We know this is a long-winded post but we’d like to address this topic of ‘Warranty’. This issue of customer satisfaction and ‘Warranty’ are hot topics that we think about on a daily basis! Customer safety is near and dear to our hearts here at MyBikeShop. In fact, establishing Trust and insuring that we’re doing everything within our power to provide reliable equipment and protect our customers has been a priority for us from day one. Our success depends on it! Would we love to offer a manufacturer’s warranty on the bikes we sell? You bet. Unfortunately, we’re not an IBD (Independent Bike Dealer) and, therefore, can’t pass along a manufacturer’s lifetime limited warranty on the frames. In fact, we make it clear that MyBikeShop bikes are sold only with ‘our’ warranty and not that of the manufacturer. The bike industry does not operate like many industries (cars, industrial equipment, etc.) where warranties pass from consumer to consumer. The bike industry is set up to only offer warranties on frames to the original buyer of a bike. This protects the manufacturer and IBD and insures the manufacturer honors their distribution channel and brand. This is a solid business strategy and we certainly understand why they do this. We have spoken with several manufacturers about acquiring replacement frames/parts through their spare parts sales. This would put us in a position to offer a longer-term warranty (beyond 6 months) on frames by purchasing these items at our costs and giving them to our customers. Unfortunately, we haven’t been successful on this front thus far. So what DO we do??... Every used bike we purchase goes through a 52-point inspection process that we created. We did a ton of research on carbon failure and purposely fatigued carbon to see how it responded. Is our research fool-proof? No, far from it but we care enough to do everything we know to do. For used bike frames, we do a close visual inspection with a light bar and magnifying glass where we look for carbon deformation, cracks and other abnormalities that could have been caused by any number of things (bolts over-tightened, wrecks, accidental damage, etc.). If we find any damage, we don’t sell the bike. Period! We have looked at hundreds of bikes, developed inspection systems and trained our mechanics to follow an exact procedure every single time. Every bike we receive is inspected, tuned, worn out parts are replaced and we ride it before we offer it for sale. We offer a 30-day ‘No Questions Asked’ return policy for every used or late model bike we sell. If one of our customers suspects there is an inherent manufacturer’s defect in the frame, we’ll replace the frame (after we inspect it) with a used one of equal or greater value within 6 months of purchase. Every day we’re looking for ways to improve the confidence our customers have in the bikes we sell. At some point it is our hope that we will add additional confidence-building services like X-ray and ultrasound inspections that will allow us to extend the MyBikeShop frame warranties even further. For prospects who want the confidence of lifetime warranty on the frame, we strongly encourage them to support their local IBD and purchase a new bike. From the start, we were committed to creating a win/win for the entire bike industry. We still are. We’re huge fans of both the manufacturers and the IBD. The used bikes we purchase provide our customers with cash that they often use to buy new bikes from the IBD. This helps both the IBD and the manufacturer sell new bikes and grow their businesses. Additionally, the bikes we sell nationwide create revenue for the IBD in the way of recurring revenue for service, bike fits and accessories. We encourage our customers to support these local businesses!! These are hard-working businessmen/women who are trying to feed their families just like us. Every month there over 5000 used bikes being sold nationally from consumer to consumer (yes, we count this stuff on a regular basis). Our goal is to support this process by adding value and providing a channel for customers to purchase an ‘affordable’, reliable, high-end bike with some warranty attached to it. It is our hope that we’ll continue to improve trust, extend our warranties and create a dependable after-market business that serves our customers while benefiting both manufacturers and IBDs.
Posted on: Wed, 27 Nov 2013 14:58:52 +0000
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