CRC warranty claims - your experience

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AUbicycles
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CRC warranty claims - your experience

Postby AUbicycles » Tue Feb 27, 2018 7:45 am

Hello, I have two items to get under warranty, one is rubbish... an X-Tools chainbreaker that was made of aluminium but should be steel and has failed on the first use. Funny that my Lezyne portable multi-tool worked seemlessly. The second is a derailleur with an issue on the barrel adjuster - I was wondering if it was OEM so was actually mounted on a bike, then dismounted and packed but the assembler was a bit rough... who knows.

In any case, after filling in the warranty and providing description and photos - a response is to... fill out the warranty form (I thought I did that) and post in the bits. Then they are inspected and then a 'decision' is made. That will take weeks or months where I can't ride.

I was very detailed with the info so assumed it could be resolved faster - so a pitfall of the online shopping is playing the customer service game (not that I have never been given the run-around by an LBS). So I can get on the road, I think I have to by the new derailleur and request a refund on the first one... or do you have better ideas.

They are not being unfair - but other online retailers where I have had the rare issue of a defect part or wrong size have been fairly good to manage via email and swiftly process it. This includes covering postage of returns.

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queequeg
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Re: CRC warranty claims - your experience

Postby queequeg » Tue Feb 27, 2018 8:01 pm

Can’t really say I have any experience with CRC, But locally I had a Zipp stem I bought from bike bug.
One of the bolt holes on the stem had a dodgy thread, so you couldn’t tighten it. They said send it back, which I did..,then they attempted a repair on it by fitting a larger bolt....on a brand new stem with an obvious fault. That also failed.
I needed the stem, so I just bought another one. 2 weeks later they eventually gave me a new stem...which I still have unopened.
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Re: CRC warranty claims - your experience

Postby davehirst » Tue Feb 27, 2018 8:55 pm

I bought an avid bleed kit that was faulty.
I let them know, and a new one arrived in a week, and they said to keep the other one.
First rate service in my view

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Re: CRC warranty claims - your experience

Postby AUbicycles » Wed Feb 28, 2018 9:37 am

Customer satisfaction is down. Second response is not yet there (still in their 72 hour time frame.. though my time frame appreciates responses within 24 hours from a major retailer).

I have just purchased a second derailleur otherwise I can't ride the roadie until I go through all of the Chain Reaction Cycles hoops. Not that this makes local bike shops perfect, I have had my fair share of jokers and it is hard to find the good bike shops.

Hoping that I can otherwise get a fairly good processing and am curious to see how they go. Obviously prefer the fast acting shops.

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Re: CRC warranty claims - your experience

Postby outnabike » Wed Feb 28, 2018 9:57 am

I had a problem with a different sort of shop once and they were not only slack but rude into the bargain.

I asked the manager "Do you know who I am." the manager looked at my docket and with a smirk, said my name.

I smiled back and said "that is not my real name" it is a pseudonym, My real name is "A Customer" ; and this customer is going to spread the word regarding your service.
I will never shop there again.
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Re: CRC warranty claims - your experience

Postby bychosis » Wed Feb 28, 2018 10:53 am

davehirst wrote:I bought an avid bleed kit that was faulty.
I let them know, and a new one arrived in a week, and they said to keep the other one.
First rate service in my view


It's a while ago, but I had similar. A headset arrived without a crown race. New one was dispatched and arrived just about as quick as anything can from the other side of the world. At the time I was a regular customer, so wonder if it may have been different without a dozen orders under my belt.
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Re: CRC warranty claims - your experience

Postby Baalzamon » Wed Feb 28, 2018 9:17 pm

I had a Nukeproof scout which cracked fatally. Was in warranty so shot off all pictures. They initially denied the warranty. But I had found another post from pinkbike that had the exact same fail and was warrantied. Pointed that out and I got a new frame
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Re: CRC warranty claims - your experience

Postby AUbicycles » Thu Mar 01, 2018 7:45 am

I won't use my joker card yet (I happen to run a fairly popular Australian cycling website) as I think it is fairer to be a normal customer.

Currently for their 72 hour response time it is at the 2/3 mark so by their rule they would need to get back within one day. Of course the customer in me still wants that 24 hour response time (work days).

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Re: CRC warranty claims - your experience

Postby Zippy7 » Thu Mar 01, 2018 8:09 pm

I've had nothing but good experiences with CRC when something wasn't right.

I bought some socks from CRC - they advertised Large, but in reality, they were not large at all (maybe medium at best). Got a full refund, kept the socks and gave them to my son.

A pair of Schwalbe One's - they had a bubble in the sidewall. Sent pics, they agreed manufacturing defect. Full refund provided that night.

Maybe you just had an ex-wiggle customer service rep? Pair of winter socks, they advertised it contained wool. They refused to back down and kept arguing until I contacted Northwave, then I got a refund, but no apology. Very strange, as they are both owned by the same Private Equity company.
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Re: CRC warranty claims - your experience

Postby AUbicycles » Fri Mar 02, 2018 7:07 pm

My Error - CRC have actually been on the ball and a search revealed that the did actually respond quickly.

So a credit to them (I will shift the blame to my email application). Also another credit for a frank reply which essentially sets this as a formality and confirmed that my approach of purchasing a new one makes sense.

In short - CRC have actually been responsive and the second email on 28/02 which my email application hide was on the mark. That means that customer satisfaction is going back up.

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Re: CRC warranty claims - your experience

Postby eeksll » Fri Mar 02, 2018 9:33 pm

Zippy7 wrote:Maybe you just had an ex-wiggle customer service rep? Pair of winter socks, they advertised it contained wool. They refused to back down and kept arguing until I contacted Northwave, then I got a refund, but no apology. Very strange, as they are both owned by the same Private Equity company.


the online chat is hopeless, I chatted to ask a specific question which the description was not clear on, both time the online chat person was wrong. My request for refund and ship back etc was granted straight away on both occasions (I did mention that I had a transcript of the chat ...) AND they still didn't fix the description.

AUbicycles wrote:My Error - CRC have actually been on the ball and a search revealed that the did actually respond quickly.

So a credit to them (I will shift the blame to my email application). Also another credit for a frank reply which essentially sets this as a formality and confirmed that my approach of purchasing a new one makes sense.

In short - CRC have actually been responsive and the second email on 28/02 which my email application hide was on the mark. That means that customer satisfaction is going back up.


so we will be seeing CRC advertisements on this site soon ? :twisted:

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Re: CRC warranty claims - your experience

Postby AUbicycles » Fri Mar 02, 2018 9:40 pm

If you go to the MTB section there is.
But I very carefully split all of this and my own purchases are as an everyday person...

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Re: CRC warranty claims - your experience

Postby 10speedsemiracer » Fri Mar 02, 2018 10:44 pm

AUbicycles wrote:My Error - CRC have actually been on the ball and a search revealed that the did actually respond quickly.

So a credit to them (I will shift the blame to my email application). Also another credit for a frank reply which essentially sets this as a formality and confirmed that my approach of purchasing a new one makes sense.

In short - CRC have actually been responsive and the second email on 28/02 which my email application hide was on the mark. That means that customer satisfaction is going back up.


lol..spot the Thunderbird user. (Am also a Tbird user, this happens just infrequently enough that you don't check the Junk folder).
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Re: CRC warranty claims - your experience

Postby AUbicycles » Sat Mar 03, 2018 9:41 pm

The saga continues, about to install the new derailleur, take it out of the package and it is a long cage..... aaahhhh. When I reordered the same item, it defaulted to the longer cage.

But I have now discovered that there are two returns approaches, not sure if it is the same directly in Australia (I am OS). Any, return of the an item using only website promps and not contacting means also faulty items can be returned... typically just a dropoff at the postoffice. Something I would have to check for Australia.

Comparing with a LBS order, I am probably still in front, the item is not in stock, has a waiting period for delivery and I have experienced some staff who would have forced and dethreaded to quickly solve... but cause long term damage. That may not be the rule but I have stuggled to identify shops with good mechanics.

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Re: CRC warranty claims - your experience

Postby Top_Bhoy » Sun Mar 04, 2018 12:01 pm

Two experiences with CRC...many years apart.

1) They sent me the wrong rear rack which was incompatible with the mount system Top Peak use.
Action: I took photos and emailed them to CRC immediately.
Result: CRC promptly informed me that they would send out the correct rack and to keep the one they sent.

2) The Oakley replacement lens I ordered arrived with the lens surface damaged.
Action: I took photos and emailed them to CRC immediately.
Result: CRC advised to return the lens and they would refund my costs (including postage). I emailed them the receipt to notify them of costs. I cannot remember if I received the refund before they received the item but I do remember not being upset by the process or times. If I was upset, I would remember.

Overall: CRC have been good to deal with and are my favoured 'go to retailer' for all things cycling.

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Re: CRC warranty claims - your experience

Postby AUbicycles » Thu Mar 15, 2018 3:01 am

As an update, CRC received the items and it was authorised for the refund. Interesting that they mistakenly sent an auto-email to refund some other items... which if course I reported as those items were fine and not returned.

Still waiting on the refund, for the return postage costs this was also noted as ok.

Overall as a customer it has gone well though my stress levels werd initially up following some frustration and uncertainty. But they didn’t play silly buggers like ‘some’ smaller retailers do from their basic disorganisation or less than ethical overall approach.

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