Anyone had any luck getting Serfas to honor a warranty?

[mstone]

This is why I generally consider “satisfaction guaranteed” warranties to be pointless. Basically what they wrote is that if you take it back to an LBS your LBS will help you find a new one. Which would have been true if they hadn’t written that. If you bought it off the internet then you’re in the same position you’d be with returning any other internet purchase.

[cvcalhoun]

@mstone 148379 wrote:

This is why I generally consider “satisfaction guaranteed” warranties to be pointless. Basically what they wrote is that if you take it back to an LBS your LBS will help you find a new one. Which would have been true if they hadn’t written that. If you bought it off the internet then you’re in the same position you’d be with returning any other internet purchase.

Well, you’re not really in the same position you’d be with returning any other internet purchase: they provide no way to return the internet purchase after 30 days, even though their warranty says they do. And the LBS may help me find a new one, but they won’t take back the one I already have.

I finally Facebook messaged Serfas, and they said I could send it back to the company that actually sent it out (i.e., not the address given on their warranty page, not the address to which Shopatron told me to send it, and not the LBS). But somehow, the warranty people whom you are supposed to e-mail or call don’t know that.

Honestly, I have never had a company that sold online that has given me such a run-around in trying to get a warranty honored.

[mstone]

@cvcalhoun 148386 wrote:

Well, you’re not really in the same position you’d be with returning any other internet purchase: they provide no way to return the internet purchase after 30 days

Sounds to me like you’re in exactly the same position.

[cvcalhoun]

@mstone 148392 wrote:

Sounds to me like you’re in exactly the same position.

Well, my experience with other internet purchases is that if they say you can return the product until 90 days, they actually provide a way to return the product until 90 days. Perhaps I’ve just been lucky?

[Vicegrip]

Many warranties note that you have to purchase from a authorized dealer. Is this the case here?

[cvcalhoun]

@Vicegrip 148398 wrote:

Many warranties note that you have to purchase from a authorized dealer. Is this the case here?

I actually purchased directly from the Serfas site.

[Vicegrip]

There is no mention of their covering the cost of an exchange. It seems to be geared/worded for an in store purchase.

option one. Return it for refund and no new saddle. 1/2 the shipping hit. Purchase replacement saddle locally where you can swap out until your butt gets happy

option two. Return and replace with another saddle. Might still be in the same pinch if the replacement and your butt disagree with each other.

[mstone]

@cvcalhoun 148399 wrote:

I actually purchased directly from the Serfas site.

Oh, you didn’t say that originally. In that case I’d just open a dispute with your credit card company and refuse to pay for it.

[cvcalhoun]

@Vicegrip 148406 wrote:

There is no mention of their covering the cost of an exchange. It seems to be geared/worded for an in store purchase.

option one. Return it for refund and no new saddle. 1/2 the shipping hit. Purchase replacement saddle locally where you can swap out until your butt gets happy

option two. Return and replace with another saddle. Might still be in the same pinch if the replacement and your butt disagree with each other.

Yeah, I finally decided to return it for a refund, take the hit for shipping both ways (which I would have had to do anyway if I’d just exchanged it), and hope they don’t try to claim that it’s no longer in “new” condition or that it’s not in its original packaging. (I don’t believe there was any original packaging.) Lesson learned: Never order a saddle online, no matter what it says.

I got the new saddle from REI. They have a very favorable return policy. The day I was there, their installer had called in sick. But another staff member (who himself rides a lot) took pity on my butt after I explained I was going to have to ride 15 miles just to get home. He removed the old one and installed the new one for me. You can’t get that kind of service online.

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