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LOOK Frame Warranty Question(16 posts)

LOOK Frame Warranty QuestionHorace Greeley
Jan 14, 2003 1:47 PM
Does anyone know the duration of the frame warranty for a 2002 KG381? Also, any warranty issues related to importing a frame? In other words, does this void the warranty, do you have to make claims through a European distributor, etc. Thanks in advance.
re: LOOK Frame Warranty QuestionIan
Jan 14, 2003 3:25 PM
Well, you do not have US manufacturers warranty, that is a given. Do you have a European manufacturers warranty? It depends on where you bought it. It would have to have been from an authorized Look dealer. Example; is not an authorized dealer and therefore you would not get a manufacturers warranty. And if you do have a warranty, I believe it is 3 years.

re: LOOK Frame Warranty QuestionHorace Greeley
Jan 14, 2003 7:11 PM
Thanks. I'm considering a purchase from Totalcylcling, but have some reservations given your post above that the warranty is not available.
re: LOOK Frame Warranty Questioncollinsc
Jan 14, 2003 10:44 PM
the totalcycling guys are pretty well regarded in customer service. email them and ask.
re: LOOK Frame Warranty Questionflying
Jan 14, 2003 11:07 PM
I have a 381i from Mike & Adrian at total Cycling.
Yes it comes with a 3 year warranty. It is a Look Warranty & they are a authorized Look dealer.
I assume though that it would be handled through them which would not be a problem for me. They got the frame to me in 6 days here in Hawaii. They were also great to work with.
I have a few thousand miles on it now & see no reason to worry. It has outstanding workmanship & I am more than happy with the performance.
I highly recommend both Look & Total Cycling.
Good Luck.
Bought my 386 thru Performance, my friend bought his 381i thruPaul
Jan 15, 2003 5:22 AM
totalcycling. We both got the same warrenty info to mail back to Look (3 years). Neither one of us have had a problem, so I don't know how it works except it is shipped back to Europe. You'll save a lot of money buying thru totalcycling. If it's repaired by Look, how does it matter who you buy it thru. Look should honor their warrenties.
Why is that?pmf1
Jan 15, 2003 6:17 AM
Mavic doesn't --- right? Didn't your buddy also buy some Ksyriums from totalcycling only to find out that mavic wouldn't warranty them because they were not bought through the USA affiliate?

Realistically, I really doubt most people could damage a Look frame in 3 years. I think people are too obsessed with warranties. They're not common in europe.
I dont believe Spokes Etc., they told a woman in our club whoPaul
Jan 15, 2003 7:10 AM
bought her K's from totalcycling, that mavic only sells defective wheeels to totalcycling. Can you believe that crab. Mavic would be sued out of business. This (the Ks broken spoke problem) is what Spokes Etc. told my friend, he had them shipped out to some authorized Mavic repair shop, and the shop said that it was due to his negligence the spoke broke ( I don't remember the exact reason). It cost him $40.00 for everything. My warrenty form didn't say from whom I bought the bike frame. I really dont know what to believe, and I hope I dont have to find out.
Totalcycling / Warranty / Authorized dealers / etc.Ian
Jan 15, 2003 6:35 AM
Here is how it works for someone to be an authorized dealer and to be able to extend a manufacturers warranty;

Look produces the frame and it is sold to authorized distributors around the world, in the USA it would be Veltec. Veltec then sells the frames to your LBS or some catalog / mail order house such as Colorado Cyclist. They have been authorized by Veltec to sell these frames and will then extend the manufacturers warranty to the end buyer.

It works much the same way in Europe. But, totalcycling is not authorized by Look or the distributor for that area to sell Look frames. Totalcycling buys excess frames from other authorized sources such as secondary distributors (think QBP in the USA) or larger catalog and mail order sites. At that point, the product becomes what is called "grey market" and all manufacturers warranties are void.

That is exactly what happens with Mavic and totalcycling which has been mentioned on this board before.

Now, totalcycling may be willing to offer their own warranty and be willing to eat the cost of a repair or replacement should something happen to a frame, but that warranty is through them and not through Look.

I could go into more depth and type all day on this, but that should give a general picture of what happens.

According to Totalcycling...Horace Greeley
Jan 15, 2003 6:57 AM
warranty is available through them and their UK distributor. For obvious reasons, you could not go through Veltec in the US.
I hear you, but it still sounds like crap. If any authorizedPaul
Jan 15, 2003 7:18 AM
dealer sells to someone like totalcycling, then the authorized dealer is to blame. What has that got to do with the quality of the product? If I buy a car that is still under warrenty from a buyer, the car manufacture is still liable for the warrenty and if the product has a known defective, can be sued.
Horace and PaulIan
Jan 15, 2003 1:39 PM
You are both correct to a degree.

Horace, totalcycling may very well be willing to honor a warranty, and their UK distributor may be willing to also. And that is obviously a good deal for you, the consumer. But, Look will not honor it. Were you to send the bike back, totalcycling would either send you a new bike and they and / or the UK distributor would eat the cost. Or, they could send it to Look and have it repaired, but they would have to pay the repair bill and eat that cost.

Paul, you are correct, it is the authorized distributors fault. Think of it in terms of SuperGo which is the best American example I can think of. They buy and buy and buy so they can get great prices because of their volume, but then end up with too much product and have to dump it at little above cost. It is just a bad business model and not an efficient way to operate, but it happens. And while warranties today are transferable on cars, I believe it was only 10-15 years ago they were not. The warranty was extended only to the original owner. The car companies changed to become more consumer friendly. I don't know of any bike companies that are there yet. They do not have to extend the warranty beyond the original owner or authorized channels if they do not choose to do so.

Well Horace, are you going to order from totalcycling? I'vePaul
Jan 16, 2003 3:32 AM
heard horror stories from riders with warrenties, so you just take the risk no matter what. You can save a lot of money, and personally I would buy from them. Wonder if someone on this board has had experience with this subject when dealing with totalcycling?

Good input Ian.

Well Horace, are you going to order from totalcycling?Horace Greeley
Jan 16, 2003 6:02 AM
I'm definitely leaning in that direction. The folks from totalcycling have actually been more responsive than the folks at Excel Sports, albeit slightly slower in response. I agree with your observations regarding warranty. I'm not a particularly big rider, and will not be racing, so I think the real risk is a manufacturer defect. If this is occurs, it sounds like I have some recourse, assuming that totalcylcing is still around. Right now I'm still trying to figure out the gruppo/build end of things. Going through the DA vs. Ultegra debate in my mind to save some $$$. As with all things, I started out with "just looking around" at other bikes, got the bug for another, and now I'm going through the internal rationalization that I've just got to have another bike (at least in my own mind).
The bottom line ...pmf1
Jan 16, 2003 6:13 AM
Basically, you have to ask yourself -- is the difference in price worth having no warranty? In the case of this frame, the price at totalcycling is probably 25% below the cost at a LBS. So is that worth not having 3 years of protection from defects? For me, the answer would be yes. Unless there is some mfg problem and the frame fails immediately, there's little chance anything would happen to it in 3 years. If it did fail immediately, I'd bet totalcycling would take it back.

Look has been making these frames successfully for years. The chances of a defect are tiny.
Agreed (NM)Horace Greeley
Jan 16, 2003 6:29 AM