Re: REI Warranty - Result

i stopped using rei when they started having ecotours to some places that
humans have no business going- we are to distructive and you know it -sierra
club does the same thing

rei service is however great

peter
"Frank Drackman" <frankdrack@xxxxxxxxx> wrote in message
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"SMS" <scharf.steven@xxxxxxxxxxx> wrote in message
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Frank Drackman wrote:
"SMS" <scharf.steven@xxxxxxxxxxx> wrote in message
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Frank Drackman wrote:

I think that I learned today that the bike department sales floor is a
different profit center than the bike repair shop and that the
employees are not well versed in the policies, products, and
procedures of both.
Yeah, I think that they may lease out the ski shop and bicycle shop in
terms of repairs, assembly, etc., but I'm not sure about this.

They've had a lifetime warranty on frames for a long time. They
probably don't even know when it started. They do keep old catalogs
though probably not for 13-14 years.

I once asked them about a jacket I had bought there, the first
generation Gore-Tex that never really worked. It must have been at
least seven years old. They gave me full credit towards a new jacket.

It's problematic about frame warranties, since they obviously can't
replace just the frame on a 14 year old bicycle with a new one that
will work with all the old components, unless they keep a stash of old
frames around.



The interesting thing about this bike is that they still make it. With
the exception of the stem, all of the parts can switch to a 2007
Randonee frame.

So how and where did the frame break? REI probably has frames in their
warehouse, as I've ordered spare parts for REI bicycles (bikes I don't
actually own) and they keep a large stock of components for their bikes.
I've bought several rear racks from them, as they're racks that are of a
very good design (see "http://bicycleluggageracks.com/";).

Yesterday I received a message from REI about my bike. It was that the
bike is covered by warranty, they had ordered a new frame, would purchase
parts that will not switch from my old bike (headset, stem, and front
derailleur), and move all parts from my bike for free.

I called them back and said that I would pay for any new parts, and labor
to switch parts from my old bike and build on new frame.

How is that for 100% customer satisfaction?







.

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