Motorhome and E-Bike dealers have something in common

Jim Schush

Jim Schush

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Neither want to do any warranty work on products that they have not supplied. This would normally not be an issue for us however we are currently away on 30 day trip and my new Cube E-Bike as suffered a battery failure and I have no option but to head home after just 10 days. I made contact with Bosch directly only to be told to take it back to my supplying dealer.
Once they’ve got your money they don’t give a monkeys. They are all eager to get your money and that’s were there interest ends.
 
Jim Schush said:
Neither want to do any warranty work on products that they have not supplied. This would normally not be an issue for us however we are currently away on 30 day trip and my new Cube E-Bike as suffered a battery failure and I have no option but to head home after just 10 days. I made contact with Bosch directly only to be told to take it back to my supplying dealer.
Once they’ve got your money they don’t give a monkeys. They are all eager to get your money and that’s were there interest ends.
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Unfortunately, that’s life.
 
suavecarve
“Thats what all the people say”

Riding high in April........;)


Glad to see you got back OK and thanks for all the information gleaned on your trip. (y)
 
No idea how much you paid for bikes and did you purchase in UK? If yes then loads of consumer rights to protect you, in the first instance reject as *Not suitable for use* i.e not working! Next attack is the don't work no use approach! You have at least a six month warranty /reject under UK consumer law to tell them to repair, replace or refund ! Stick to your guns and if they say no then name and shame! Its surprising what negative publicity can do and finally If it broke in the first 12 months under Uk law and can be proved defective simple as ! You will get all kinds of replies as to why not But not suitable for use covers it !

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Not in my experience

My last two motorhomes I have absolutely first class service and support from the dealers, Oakwell Motorhomes https://www.oakwellmotorhomes.com/ and the current one https://www.signaturemotorhomes.com/

We have bought four eBikes from https://www.nationwideebikes.co.uk/ and have just had the complimentary first service from them, and they thought that the back wheel hub set, a Shimano alfine setup was noisier than they expected so ordered in a replacement and changed it, all free of charge

Nothing but fantastic service from them
 
I was pleasantly surprised to get warranty work done by Brownhills, considering that the van hadn't been purchased from them.

I took it to them for the brake pipe recall (nearest fiat place) and while there tentatively enquired about a couple of warranty issues. No problem they replied, they had a look there and then at what the issues were, got the van booked in and it is now sorted.

I know some have had issues with them in the past, but I can't fault them with how they've dealt with my warranty claim.
 
eddievanbitz said:
Not in my experience

My last two motorhomes I have absolutely first class service and support from the dealers, Oakwell Motorhomes https://www.oakwellmotorhomes.com/ and the current one https://www.signaturemotorhomes.com/

We have bought four eBikes from https://www.nationwideebikes.co.uk/ and have just had the complimentary first service from them, and they thought that the back wheel hub set, a Shimano alfine setup was noisier than they expected so ordered in a replacement and changed it, all free of charge

Nothing but fantastic service from them
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Do you think being in the trade had any influence on this ?
 
Surely the first port of call is the supplying dealer, thats who you have a contract with.

Have they refused to help you? if so then you have a genuine gripe, most manufacturers won't want to get involved though until you've first addressed your issue with your supplier.

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Ivory55 said:
Do you think being in the trade had any influence on this ?
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No I genuinely don't think so.

I admit that I do recommend Nationwide eBikes a lot, but that was after I received great first hand service and support buying our original bikes. Their knowledge, experience and advice was second to none when we purchased both time
 
We bought a Riesse and Muller e bike in Holland, whist in Germany we had a few problems with it, found a German dealer, and all repaired, no charge. We have also just bought 2 more ebikes from cycle heaven in York, ok we spent a lot of money, but we obviously get a first free service and in the first year all labour charges are free, even repairing a puncture, or even any damages caused by us...just pay for the parts....pretty good all round I think
 
have you contacted a Cube dealer?
what was their response -
I’m not surprised the component manufacturer (Bosch in this case) won’t deal with a third party customer - they deal with the bike manufacturer - you deal with the bike manufacturer - your contract is with the bike manufacturer, not the component manufacturer.

I think bike dealers are better than MH dealers - insofar as you (should`) be able easily go to any Cube (or other relevant brand dealer) nationwide with an issue and get a resolution - but clearly there is more goodwill if you have bought from them.

that being said, there might be a delay in diagnosing the problem and getting it sorted especially I’d it requires new be new parts etc - as e-bikes are still quite niche products and many parts are special order.

add to that most (UK anyway) bike shops are already booked out with service and repair work due to COVID - means you (as a walk in customer rather than as a sales customer) Means you are unlikely to get priority service - that might explain the apparent lack of customer service.

i’d be somewhat hesitant binning your holiday - as there is no guarantee your supplying dealer will be able to fix your problem in the same day - but i guess they will try hard To push you through .....
 
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Where are you with the problem?
Where is the supplying Cube Dealer?
where is the Cube retailer that won’t assist?
(Ps. I know the UK Cube rep, so i can raise this with him ;) )

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Apologies for the late response, I took a detour yesterday on the way up to Bolton Abbey and went back to the shop in Halifax that I purchased the bike from last month. I was in the shop for less than 20 minutes and they fitted a new battery and adjusted the front brakes and gears. Everything is now good apart from me cracking my mirror indicator lense on the entrance arch to Bolton Abbey. Thanks for all your help.
 
Jim Schush said:
Neither want to do any warranty work on products that they have not supplied. This would normally not be an issue for us however we are currently away on 30 day trip and my new Cube E-Bike as suffered a battery failure and I have no option but to head home after just 10 days. I made contact with Bosch directly only to be told to take it back to my supplying dealer.
Once they’ve got your money they don’t give a monkeys. They are all eager to get your money and that’s were there interest ends.
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What a load of bull.
As a dealer we often take on other warranty work. If I wow that customer then they will come to me next time they buy a van.....
 
My mates Bosch battery died on a Scott bike he took it to local Scott dealer they replaced the battery. Bike was bought in Germany.
Bosch are a nightmare to deal with even dealers have problems.
Bosch operate a pan European warranty so you should be able to take it to any dealer. Like most Motorhome dealers (Simon excluded) the Brits don't want to play ball with pan European warranties, even though its normally in the T&C of their franchise.
 
Pete & family at AS Bikes near Coventry, who sells at all the shows and online, has given us service far beyond the call of duty over the past 11 years for our Electrobike Mk 3. We were so pleased that we have also bought a folding Trike from him as well.
 
Kenp said:
Pete & family at AS Bikes near Coventry, who sells at all the shows and online, has given us service far beyond the call of duty over the past 11 years for our Electrobike Mk 3. We were so pleased that we have also bought a folding Trike from him as well.
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But will they repair Bosch powered bikes brought elsewhere under warranty, that is the question?

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Stroppy Bird said:
I was pleasantly surprised to get warranty work done by Brownhills, considering that the van hadn't been purchased from them.

I took it to them for the brake pipe recall (nearest fiat place) and while there tentatively enquired about a couple of warranty issues. No problem they replied, they had a look there and then at what the issues were, got the van booked in and it is now sorted.

I know some have had issues with them in the past, but I can't fault them with how they've dealt with my warranty claim.
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I have an issue with the dealer networks rebuffing warrenty claims either they are a network or they are not. Manufactures are partly to blame in that they, just like motor manufactures can stipulate what dealers must do to remain a dealer. Years ago BMW had a sort out of dealers they have each dealer one demo vehicle under strict instructions not to sell it. So a dealer sold one demo vehicle. BMW then de-franchisd the dealer who sold the vehicle which sent a message to all dealerships that standards and rules had to be followed.

in my mind it’s down to the manufactures to sort out the dealer network who in some cases just do what they want and it affects the manufacture brand. On the other side manufactures need to ensure they pay the dealer a reasonable rate for warranty work.

As consumers we shouldn’t feel grateful that a dealer undertakes warrenty work if we brought the MoHo from elsewhere !

it may be controversial but the dealer network needs a big shake up with respect to warranty work in my opinion (What ever that’s worth) .
 
Lenny HB said:
My mates Bosch battery died on a Scott bike he took it to local Scott dealer they replaced the battery. Bike was bought in Germany.
Bosch are a nightmare to deal with even dealers have problems.
Bosch operate a pan European warranty so you should be able to take it to any dealer. Like most Motorhome dealers (Simon excluded) the Brits don't want to play ball with pan European warranties, even though its normally in the T&C of their franchise.
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We won’t be in the EU soon I wonder how that affects warranties.
 
Stroppy Bird said:
I was pleasantly surprised to get warranty work done by Brownhills, considering that the van hadn't been purchased from them.

I took it to them for the brake pipe recall (nearest fiat place) and while there tentatively enquired about a couple of warranty issues. No problem they replied, they had a look there and then at what the issues were, got the van booked in and it is now sorted.

I know some have had issues with them in the past, but I can't fault them with how they've dealt with my warranty claim.
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Was this the Branch in Narnia :rofl: :rofl: :rofl:
Or Newark:Eeek:
 
Coolcats said:
in my mind it’s down to the manufactures to sort out the dealer network who in some cases just do what they want and it affects the manufacture brand. On the other side manufactures need to ensure they pay the dealer a reasonable rate for warranty work.

As consumers we shouldn’t feel grateful that a dealer undertakes warrenty work if we brought the MoHo from elsewhere !
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The problem being, if Motorhome manufacturer A demands that a dealer sorts warranty work out then the dealer will bin them off and get Motorhome manufacturer B in place instead.

I do get what your saying with warranty work etc, but how can a little dealership possibly afford to fill his workshop sorting other peoples problems for £30 an hour? Is he does his own retail work he can charge £80 an hour.

The difference with car dealers is that the cannot afford to say no to the manufacturer. The reason being is that A - The manufacturer will dump the dealer B - More importantly, if consistantly high targets are hit then the manufacturer will pay hundreds of throusands of pounds in bonus money to the dealer. Also with warranty work Citroen for instance pay £70 an hour which is far more sensible. Tie that in with the fact parts are available same day or next day, its quick simple and easy.

Playing Devils Advocate for the minute, would buy a tin of Heinz Tomato Soup from Sainsburys and find it substandard but expect Tesco or Morrisons to sort the problem for you?
 
AS Bikes have a great reputation customer service and after sales. I've even seen then fixing things for free for people who are not even their customers; a couple who bought AS bikes privately, secondhand!
 
Jim Schush said:
Neither want to do any warranty work on products that they have not supplied. This would normally not be an issue for us however we are currently away on 30 day trip and my new Cube E-Bike as suffered a battery failure and I have no option but to head home after just 10 days. I made contact with Bosch directly only to be told to take it back to my supplying dealer.
Once they’ve got your money they don’t give a monkeys. They are all eager to get your money and that’s were there interest ends.
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Surely your bike breaking doesn’t mean you have to go home? I’m sure I could carry on with my holiday without a bike.
 
Simon Howards Motorhomes said:
The problem being, if Motorhome manufacturer A demands that a dealer sorts warranty work out then the dealer will bin them off and get Motorhome manufacturer B in place instead.

I do get what your saying with warranty work etc, but how can a little dealership possibly afford to fill his workshop sorting other peoples problems for £30 an hour? Is he does his own retail work he can charge £80 an hour.

The difference with car dealers is that the cannot afford to say no to the manufacturer. The reason being is that A - The manufacturer will dump the dealer B - More importantly, if consistantly high targets are hit then the manufacturer will pay hundreds of throusands of pounds in bonus money to the dealer. Also with warranty work Citroen for instance pay £70 an hour which is far more sensible. Tie that in with the fact parts are available same day or next day, its quick simple and easy.

Playing Devils Advocate for the minute, would buy a tin of Heinz Tomato Soup from Sainsburys and find it substandard but expect Tesco or Morrisons to sort the problem for you?
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Thats where the shakeup begins, all manufactures act as one and sort the dealers out, keep the good and dump the ugly (who assume they can go from manufacture A to B) then customer service begins.

The Dealers act as a cartel (apologies if that appears rude as you are on of the good guys), the knowledge of many sales people both around a product and process is pitiful. Having said this there was one female sales person at Lowdhams who very nearly had our business she was excellent and so was her knowledge, I went to the service department as I had a couple of questions that could not be answered OMG the difference in attitude was apaling the customer experience was so different.

I agree there should be an uplift in warranty work pay to a dealer. in many car dealers sales get a discounted rate compared to the customer so what ever that rate is should apply to warranty work.

Simon, the current state of play is unacceptable from a consumer point of view, a can of soup is around 0.85p it would cost me more to get it sorted and yes Tesco's probably would because of the focus on customer service /relations, they understand that a £80 a week shop is a £3,500 annual spend and over forty years that's £153,600 which sort of focusses the mind on customer service. I understand the Dealer will only get a few £K in margin........but so does Tesco's on each customer (over a lifetime).

As one of the good guys you should be campaigning for this type of change to increase warranty pay out for you , its all about customer service and brand loyalty if the discussions on here are right about people buying three MoHo's before getting the right MoHo for them that's more than a reasonable focus I would have thought in terms retaining customers.
 
Coolcats said:
Thats where the shakeup begins, all manufactures act as one and sort the dealers out, keep the good and dump the ugly (who assume they can go from manufacture A to B) then customer service begins.

The Dealers act as a cartel (apologies if that appears rude as you are on of the good guys), the knowledge of many sales people both around a product and process is pitiful. Having said this there was one female sales person at Lowdhams who very nearly had our business she was excellent and so was her knowledge, I went to the service department as I had a couple of questions that could not be answered OMG the difference in attitude was apaling the customer experience was so different.

I agree there should be an uplift in warranty work pay to a dealer. in many car dealers sales get a discounted rate compared to the customer so what ever that rate is should apply to warranty work.

Simon, the current state of play is unacceptable from a consumer point of view, a can of soup is around 0.85p it would cost me more to get it sorted and yes Tesco's probably would because of the focus on customer service /relations, they understand that a £80 a week shop is a £3,500 annual spend and over forty years that's £153,600 which sort of focusses the mind on customer service. I understand the Dealer will only get a few £K in margin........but so does Tesco's on each customer (over a lifetime).

As one of the good guys you should be campaigning for this type of change to increase warranty pay out for you , its all about customer service and brand loyalty if the discussions on here are right about people buying three MoHo's before getting the right MoHo for them that's more than a reasonable focus I would have thought in terms retaining customers.
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Great post and you are spot on!

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