Bicycle Mechanics - labor charges for warranty work???

Is it normal for a bike shop to charge for labor for warranty related repairs? I had my frame repainted undr warranty and the dealer tried to charge me for the frame disassemble/reassemble charges. I never heard of anyone paying labor charges for a car repair under warranty. What's the deal with this bike shop? Time to shop for another?

As I understand it, a car manufacturer reimburses the dealership for removal/replacement labor costs but bicycle manufacturers only replace the frame leaving the responsibility of labor to the customer. Right or not, that is just how it is.

i've had a warrantied part replaced on a car and the garage charged me for labor. and the labor was $300! what a ripoff.

20+ years ago, I had a seat tube crack on a straight-gauge hi-ten frame that had been used for loaded cross-country touring, urban commuting, local club touring, child trailer towing, etc. Schwinn gave me a newer Cro-mo double butted frame and I was happy to pay to have a headset installed. And build it back up myself.

I snapped a Cannondale SuperV swingarm in half, had to pay $40.00 at the bike shop for labor.

I'd say it depends on the circumstances. Is the repair being done at the same shop where the bike was purchased? When was the bike purchased, a month, a year or several years ago? Read you manufacturer's warranty, most, if not all, will not compensate for labor. This is not uncommon at all in any industry.

Is it normal for a bike shop to charge for labor for warranty related repairs? I had my frame repainted undr warranty and the dealer tried to charge me for the frame disassemble/reassemble charges. I never heard of anyone paying labor charges for a car repair under warranty. What's the deal with this bike shop? Time to shop for another?

Disassembling a bike down to it's bare frame for repainting is a big job. I would expect to pay for something like this. Or you should've done it yourself.

I'm going to assume you're pissed because the shop didn't inform you beforehand that there was going to be a charge for this?

So this begs another question then. Luckily I have never had to deal with this issue. But say my frame was replaced for some reason under warranty. I have the knowledge and tools to tear down and rebuild my bike. But would me doing the labor myself void the warranty? Or is the warranty only still good on the replaced frame if it was built up by the the authorized dealer (bike shop)?

-D

Well there's only one or two reasons I can think of for an RMA for a frame and both wouldn't be a problem if you tore it down yourself.

Well there's only one or two reasons I can think of for an RMA for a frame and both wouldn't be a problem if you tore it down yourself.


Well the tear down yes. But I thought I remembered reading (dont have my warranty card handy) that the frame warranty was only in the case that the bike was assembled by an authorized dealer.

So in that case would the replaced frame be warrantied only if it was assembled by an authorized dealer? Or is the replaced frame not under warranty anymore (I would imagine it still would be).

In this case you would save some $$$ by only having to pay the build up labor. But still it is kind of screwing you since you have no choice but to let them build it (assuming you need to for the warranty to remain valid)

Hope that makes sense.

-D

Oh I see what you mean. In that case, no idea.

The frame was sent back to Lemond(Trek) for repainting. The bike had been purchased exactly one year before. The tear-down/reassemble was done at the shop where I purchased the bike and, yes, I am pissed because the shop folks never mentioned paying for anything until I picked up the repaired bike.

Did they give you a fair shake on the labor costs? How much was it?

Frame swap charge was $120. They offered me the standard 10 percent off labor for having purchased the bike there, so $108. I was speachless and paid, then thought through the fact that never in my life had I heard of paying for warranty work and I demanded a refund, which they paid, but not without a stink. With the info here I am considering going back and offering to pay, but still think they need to change their policy and make sure people know this up front and change the way they explain why there is a charge, i.e. unlike vehicles, there is no recourse for labor charges.

You're right, it's a big deal that they did not authorize those charges with you beforehand. They should give you an estimate up front, and get your permission to proceed before they do anything. They can't just come up with a charge later that you didn't agree to before the fact.

What lawkd said. What if it was a poor student like me? $108 is not something that just magically appears out of fat air.

Frame swap charge was $120. They offered me the standard 10 percent off labor for having purchased the bike there, so $108. I was speachless and paid, then thought through the fact that never in my life had I heard of paying for warranty work and I demanded a refund, which they paid, but not without a stink. With the info here I am considering going back and offering to pay, but still think they need to change their policy and make sure people know this up front and change the way they explain why there is a charge, i.e. unlike vehicles, there is no recourse for labor charges.
True, they should have let you know up front. As others have said, they do not receive compensation from the manufacturer for their time. Oh well, you got your money back...

What does the warranty card say? Having worked in a previous life on the other side of the counter (TV shop), most people don't read the warranty past the "1 year" to see how the manufacturer intends to remedy any problems. And "1 year warranty" doen't mean you get a brand new item when you need minor repair after 364 days. How many cheap items have you seen with a "lifetime" warranty? Most of them, when you read the fine print, say to mail the item, along with an amount that equals the purchase price for "shipping and handling" to the manufacturer for "replacement or repair at their option". You can try taking it back to the store, but the store is not obligated to do anything unless they are an authorized repair center, or just trying to make you happy. Even things that are broken right out of the box are technically your problem, although most stores will exchange it because they can claim it was damaged in shipping.
So, read your warranty card. In general, labor for bolt on parts is not normally included. It appears that the shop wants to keep you as a customer, as they felt bad about not telling you about the labor charge beforehand. Even if it was clearly spelled out, they may figure it's good PR to waive the charges.

So this begs another question then. Luckily I have never had to deal with this issue. But say my frame was replaced for some reason under warranty. I have the knowledge and tools to tear down and rebuild my bike. But would me doing the labor myself void the warranty? Or is the warranty only still good on the replaced frame if it was built up by the the authorized dealer (bike shop)?

-D
I just sent a frame in for warranty ( I got my crappy integrated head tube swapped for a traditional style head tube) and there was never any mention of who built the bike. I built the bike originally, and then when the problem arose I took it back to show them. I then went home and stripped the bike and brought it back to them (mostly to save time) The warranty work was done no-chrage, and even though I did most of the labour myself, they did install my new headset cups, seatpost and crown race for free when I went to pick it up.

PS- it was an '04 frame with lifetime warranty and I didn't even pay for shipping (two X shipping actually, 'cause I wasn't happy with the repair the first time 'round)

JUst another perspective...
A neighbor had an older (10+ yrs) Raleigh they took to LBS for tune-up. LBS noticed a crack in the headtube. Neighbor immediatley received equivalent replacement bike totally free.

I always did it depending on the amount of time it would take. If it were a big job like disassembly and rebuild it would cost $100. Of course customer attitude comes into play on warrenty charges too.

humble_biker is right!

In my shop it comes down to this:

When I have customers who have supported my shop by getting their P&A from me, IOW have chosen to create a positive relationship with their local wrench rather than bring their ebay parts in for me to install, frame warranties are done at no charge. I'll do 'em myself so one of my guys doesn't have to not get paid to do it. Bike companies do not reimburse for this! Even if they didn't get get it from me (we have a lot of college students in town) I'll try and get it warranteed. We had this happen with a Felt. The frame clearly had a dropout issue caused by a bad weld. His shop back home did not catch it. We don't sell Felt, but I called 'em up, sent a digi pic of the problem and they agreed to send me a new frame. It's about creating positive human relationships rather than getting it cheap. BTW, we're almost always cheaper than MO. AND we support local cycling with free services at events and we attend the Bike Summit (http://www.bikeleague.org/conferences/summit07/index.php). None of the MO shops have gone-I've been to every one! So has Kozo Shimano. Never seen anyone from Campy FWIW.

OK, I coming down off my soapbox. :D

Your shop had every right to charge you. I agree they should've informed you at the beginning of the warranty procedure-we have a little one-page warranty FAQ we give to customers that details what the manufacturer covers and what the customer is responsible for...

In the end, the want to keep you a customer. They don't want you to feel cheated. Shops are sensitive about this. We don't make NEAR the profits the MO guys do on the same parts, so we're eating it big time just to stay close. They lost $$ on you. The time it took to call the manufacturer, maybe ship the old one back-receive the new one-all that takes time, and time=money.

Your LBS operates on a 3%-7% GM. At my shop, if we have a $1000 day, I get to keep $40 out of which I have to pay myself. Ahh the glamorous life of a small business owner! I'm not whining. I chose this life. I just wanted you guys to know we're not living it up on the (little bit of) money we make from doing what we do. ;)

Specialized requires that a shop do the rebuild or they won't honor the warranty in the future. Kinda makes me mad but, as long as I want the frame to be warranteed, I'll play by their rules. Probably not much you can do about it since I'd suspect that it's stipulated in the warranty information.

humble_biker is right!

In my shop it comes down to this:

When I have customers who have supported my shop by getting their P&A from me, IOW have chosen to create a positive relationship with their local wrench rather than bring their ebay parts in for me to install, frame warranties are done at no charge. I'll do 'em myself so one of my guys doesn't have to not get paid to do it. Bike companies do not reimburse for this! Even if they didn't get get it from me (we have a lot of college students in town) I'll try and get it warranteed. We had this happen with a Felt. The frame clearly had a dropout issue caused by a bad weld. His shop back home did not catch it. We don't sell Felt, but I called 'em up, sent a digi pic of the problem and they agreed to send me a new frame. It's about creating positive human relationships rather than getting it cheap. BTW, we're almost always cheaper than MO. AND we support local cycling with free services at events and we attend the Bike Summit (http://www.bikeleague.org/conferences/summit07/index.php). None of the MO shops have gone-I've been to every one! So has Kozo Shimano. Never seen anyone from Campy FWIW.

OK, I coming down off my soapbox. :D

Your shop had every right to charge you. I agree they should've informed you at the beginning of the warranty procedure-we have a little one-page warranty FAQ we give to customers that details what the manufacturer covers and what the customer is responsible for...

In the end, the want to keep you a customer. They don't want you to feel cheated. Shops are sensitive about this. We don't make NEAR the profits the MO guys do on the same parts, so we're eating it big time just to stay close. They lost $$ on you. The time it took to call the manufacturer, maybe ship the old one back-receive the new one-all that takes time, and time=money.

Your LBS operates on a 3%-7% GM. At my shop, if we have a $1000 day, I get to keep $40 out of which I have to pay myself. Ahh the glamorous life of a small business owner! I'm not whining. I chose this life. I just wanted you guys to know we're not living it up on the (little bit of) money we make from doing what we do. ;)


Thank you BikeWise for your post. I work in another small business related industry and have come to realize that most customers don't have a clue when it comes to warranty costs to the dealer. I spent most of today thinking up a post that I would like to cross post in several of the forums covering just this type of thing.

Many just do not understand that business is a two way street. They also don't understand the small margins on parts, cost of inventory, SHIPPING COSTS, and other expenses involved on "our" side of the counter.

Many companies don't actually pay anything for warranty work. They issue credits against your parts bill. During slow season, cash flow is more important than credit. Labor, when it is paid, is often less than the shop's hourly rate. Labor is often paid at a "national average" rate. I could go on for a full page on this.

Mega pluses for BikeWise and ScrubJ
Amoung the many life experiences that a teen should have before entering the "Real World", there is working third shift at a waffle house for tips only, and trying to make a living as a small business owner(Maybe an Ebay business where they have to buy stuff and try to sell it for profit. Just to get a flavor for the "hidden" costs like buying the stuff, shippng the stuff, paying credit card fees, etc)

Thank you BikeWise for your post. I work in another small business related industry and have come to realize that most customers don't have a clue when it comes to warranty costs to the dealer. I spent most of today thinking up a post that I would like to cross post in several of the forums covering just this type of thing.

Many just do not understand that business is a two way street. They also don't understand the small margins on parts, cost of inventory, SHIPPING COSTS, and other expenses involved on "our" side of the counter.

Many companies don't actually pay anything for warranty work. They issue credits against your parts bill. During slow season, cash flow is more important than credit. Labor, when it is paid, is often less than the shop's hourly rate. Labor is often paid at a "national average" rate. I could go on for a full page on this.
Just want to say thanks guys. I've been out of the business for almost a year(after 15) and it's great to read waht you have to say on the subject. Maybe there should be a new thread based on customer service from the LBS perspective...

that most customers don't have a clue when it comes to warranty costs to the dealer.

And why should we? Customers buy those bikes with the expectation and understanding that they will be afforded a warranty should they purchase ____ bike.

But now you're telling me you guys balk at doing warranty work, which is expected of you? My opinion of you just dropped through the floor.

If you are not willing to do warranty on bikes then tell them before they buy their bikes that you will not be supporting them after they walk out the door. I guarantee you many will leave for another shop.

And why should we? Customers buy those bikes with the expectation and understanding that they will be afforded a warranty should they purchase ____ bike.

But now you're telling me you guys balk at doing warranty work, which is expected of you? My opinion of you just dropped through the floor.

If you are not willing to do warranty on bikes then tell them before they buy their bikes that you will not be supporting them after they walk out the door. I guarantee you many will leave for another shop.

I don't see in any post the mention of NOT doing warranty work, I am trying to let the public know that there are things NOT paid by the company to the dealer. Someone has to cover those costs either by charging labor or getting list (we all want discounts right?) on parts. The manufacture my pay labor on replacing a spoke but not R&R on the wheel and tire from the wheel. Why should a dealer have to eat the cost?

Warranty parts are dead cost to dealer, labor may be paid (if at all) at discounted rated due to the before mentioned "national average". Shipping is a cost to the dealer, in all, warranty work is PR and little else.

Time to enter the small business world and try to make a living.

Forgot to mention, your expectation of warranty work does not always mean that the work needed is in face a warrantable repair. We do a lot of work with no compensation for the good of the business. Because you run a rock through your derailer doesn't mean Shimano is going to pay for a repair.

Forgot to mention, your expectation of warranty work does not always mean that the work needed is in face a warrantable repair. We do a lot of work with no compensation for the good of the business. Because you run a rock through your derailer doesn't mean Shimano is going to pay for a repair.

A lot of "warrenty" work is actually people beating the S out of their bikes and expecting it to be covered, hence your (mine, our?) LBS's stand on it. It's not a car, or should I say a Jeep. Most bikes (mountain, offraod anyways) are beat up in the woods, and thatis NORMAL WEAR. If you have a good LBS we'll work with you, but don't expect something for nothing.

We're not here to gouge you, we're here to help and have fun, so support us, and in the long run we WILL SUPPORT YOU!

Please come on guys. Let's be fair here. Bikes are sold on a very low margin of profit. If I go to an auto mechanic, I pay $50 an hour plus double mark up on costs and this is a low estimate of labor cost. Plus the book says three hours but the mechanic does it in two and I still pay for three. If I go to a lawyer I pay $250 an hour, a doctor at least that. If my A/C breaks I pay like $100 for any little thing and more. The same for the plumber. I do almost all my labor but last year I paid $10 to remove my stuck bottom bracket fixed cup. This year I learned to do it myself and paid $20 to clean the threads so I could re-install another bb on another bike. I paid $175 to have a new seatpost brazed in on another bike. These charges are very reasonable! It takes me an hour to strip a bike down and put all the little parts in baggies. It takes me longer to reassemble it, and then count in that I'd spend an hour packing and unpacking the frame and another half hour staying in contact with the customer. All this for $120 labor discounted to $108. Now consider that on a $1500 road bike, I'll make $500 raw profit not counting my overhead and then I'm expected to do a thirty day tune up for free and two hours of initial selling consultation. I don't own a bike shop. I have a guaranteed salary, but the main reason I don't own a shop is because I couldn't survive on it. Thank you to all the people that operate a LBS anyway.
Garth

And why should we? Customers buy those bikes with the expectation and understanding that they will be afforded a warranty should they purchase ____ bike.

But now you're telling me you guys balk at doing warranty work, which is expected of you? My opinion of you just dropped through the floor.

If you are not willing to do warranty on bikes then tell them before they buy their bikes that you will not be supporting them after they walk out the door. I guarantee you many will leave for another shop.

Did you read the thread???

Nobody is "balking" at doing warranty work. The point is this: your bike comes with a warranty. The warranty is a contract between you and the manufacturer, not the dealer. The manufacturer does not compensate your dealer for any costs associated with warranties, except in rare cases, and even then it's a joke. $30 to swap all the parts from one frame to another and get everything adjusted and test-ridden? That doesn't come close to approaching my cost.

I wish that bike companies would pay dealers their actual costs for handling the warranty, so that it is fair for both consumers. The end user buys from the shop, but the shop buys from the manufacturer. They are the manufacturer's customer. The party who goofed (the manufacturer) should pay. But until then, having a positive relationship with your LBS will go along way toward having a positive, i.e. free or nearly free warranty experience.

^^^^

But the dealer is the manufacturer's representative. Many manufacturers will not deal with an end user. It's a price a dealer pays to be able to sell that manufacturer's product.

20+ years ago, I had a seat tube crack on a straight-gauge hi-ten frame that had been used for loaded cross-country touring, urban commuting, local club touring, child trailer towing, etc. Schwinn gave me a newer Cro-mo double butted frame and I was happy to pay to have a headset installed. And build it back up myself.
Before the 1993 bankruptcy, Schwinn had one of the best - if not the best - warranty policies in the business:

SCHWINN NO TIME LIMIT GUARANTEE - Schwinn Bicycles are guaranteed against all defects in material and workmanship ... no time limit.

Schwinn will replace ... without charge ... any original part that is determined by the factory to be defective under the terms of this guarantee.

Failure due to accident, abuse, neglect, normal wear, improper assembly or maintenance by anyone other than a Franchised Schwinn Dealer, or use of other than Genuine Schwinn Parts is not covered.

Dealer labor charges are not covered by this guarantee after the free 30-Day Checkup, except for any labor charges due to free replacement of a defective or broken frame within one year from the date of original purchase at retail.

Did you read the thread???

Nobody is "balking" at doing warranty work. The point is this: your bike comes with a warranty. The warranty is a contract between you and the manufacturer, not the dealer. The manufacturer does not compensate your dealer for any costs associated with warranties, except in rare cases, and even then it's a joke. $30 to swap all the parts from one frame to another and get everything adjusted and test-ridden? That doesn't come close to approaching my cost.

I wish that bike companies would pay dealers their actual costs for handling the warranty, so that it is fair for both consumers. The end user buys from the shop, but the shop buys from the manufacturer. They are the manufacturer's customer. The party who goofed (the manufacturer) should pay. But until then, having a positive relationship with your LBS will go along way toward having a positive, i.e. free or nearly free warranty experience.

+10

Before the 1993 bankruptcy, Schwinn had one of the best - if not the best - warranty policies in the business:

SCHWINN NO TIME LIMIT GUARANTEE - Schwinn Bicycles are guaranteed against all defects in material and workmanship ... no time limit.

Schwinn will replace ... without charge ... any original part that is determined by the factory to be defective under the terms of this guarantee.

Failure due to accident, abuse, neglect, normal wear, improper assembly or maintenance by anyone other than a Franchised Schwinn Dealer, or use of other than Genuine Schwinn Parts is not covered.

Dealer labor charges are not covered by this guarantee after the free 30-Day Checkup, except for any labor charges due to free replacement of a defective or broken frame within one year from the date of original purchase at retail.


I think the key phrase here is "Before the 1993 bankruptcy". The next would be "Failure due to accident, abuse, neglect, normal wear, improper assembly or maintenance by anyone other than a Franchised Schwinn Dealer, or use of other than Genuine Schwinn Parts is not covered." After all, the failure of a part is NEVER the owners fault.

^^^^

But the dealer is the manufacturer's representative. Many manufacturers will not deal with an end user. It's a price a dealer pays to be able to sell that manufacturer's product.

I do not know what margins on parts and whole goods are in Latvia, nor do I know what they are here in the U.S. as I work in another industry, BUT as I stated earlier in this thread, business is a two way affair. Do you do 100% of all of your business in one LBS? If you support me 100% of the time, I might be willing to eat some of the not covered labor charges. If I only see you when you have no where else to go, why should I foot the bill?

Believe it or not, most manufacturers only concern is having product on a floor somewhere. If they run you out of business, there is someone right behind you THINKING they can do a better job. I read in another post on Bike Forums that Specialized has been putting the strong arm on at least some of their dealers.

I have to tell you guys, being in a small business isn't near what you think it is.

I owned and operated my own independent bike shop for 17 years. I don't believe that I ever charged a customer for labor for a frame warranty unless there were old parts that needed to be replaced. Yes it is true that the bike companies do not pay for labor for a frame changeover. My feeling was that if it was a legitimate frame warranty problem, why should I charge the customer for the labor time when the problem was not his fault. It was totally wrong for the shop not to advise you that there would be a labor charge for the work. Of course you would feel stunned to come pick up your new frame and be presented a large bill for labor. BikeWise 1 is absolutely correct in his statements. There are large costs involved in stripping the frame (time), wrapping up the frame and boxing it up (time) plus shipping charges back to the bike company. Plus the reverse when the new frame arrived. Bike industry profit margins are awful, one of the many reasons that I got out of the business.

^^^^

But the dealer is the manufacturer's representative. Many manufacturers will not deal with an end user. It's a price a dealer pays to be able to sell that manufacturer's product.

I agree...to a point. But on the other hand, I can't think of a another device which requires such a large commitment on the part of a dealer while providing so little in terms of margin. Think about it....car dealers don't have to assemble the cars. Electronics stores don't do any assembly either, yet they generally flourish. Remember, I get no pay from those companies I "represent", unlike their own representatives. I only get whatever is leftover at the end of the day. If you have been helping that margin, you will have made a friend in me. Your warranty will be handled in a friendly manner. If you bring in a bike covered with stuff you could've gotten from me, but didn't because you thought you were saving money, you may well be "asked" to pay for the labor associated with the warranty. What you save in cheap parts bought from where ever you lose in positive relationships with those who are there when your stuff needs a tweak, or you need something warranteed. That's just life man...

That "price a dealer pays" also comes with the ability to take very good care of those who seem to value what I have to offer. Or not. You get to choose. Choose wisely. :)

I do not know what margins on parts and whole goods are in Latvia, nor do I know what they are here in the U.S. as I work in another industry, BUT as I stated earlier in this thread, business is a two way affair. Do you do 100% of all of your business in one LBS? If you support me 100% of the time, I might be willing to eat some of the not covered labor charges. If I only see you when you have no where else to go, why should I foot the bill?

Believe it or not, most manufacturers only concern is having product on a floor somewhere. If they run you out of business, there is someone right behind you THINKING they can do a better job. I read in another post on Bike Forums that Specialized has been putting the strong arm on at least some of their dealers.

I have to tell you guys, being in a small business isn't near what you think it is.

+100

Why do you think we now have Trek and Specialized Concept Stores? Fewer choices for you, more money for them.

I owned and operated my own independent bike shop for 17 years. I don't believe that I ever charged a customer for labor for a frame warranty unless there were old parts that needed to be replaced. Yes it is true that the bike companies do not pay for labor for a frame changeover. My feeling was that if it was a legitimate frame warranty problem, why should I charge the customer for the labor time when the problem was not his fault. [......] Plus the reverse when the new frame arrived. Bike industry profit margins are awful, one of the many reasons that I got out of the business.

This is not the matter of whose FAULT it is. Assume it's not the customer's fault the frame broke. It's in the contract that it's not the manufactuer's obligation to pay for anything BUT the frame. They don't pay labor. Show me a document that say the LBS has to pay for the labor. Guess who has to pay, regardless of who's "fault" it was.

Yeah, the shop def. should have told the customer they would have to pay. In my shop we would have, but in the end (THECHNICALLY..) it is the responsibility of the customer to read the manuals/contracts/warrenties that come with the bike.... not that I practice this, I believe in being up front, but don't come back at someone when you have not done your homework....

I do not know what margins on parts and whole goods are in Latvia, nor do I know what they are here in the U.S. as I work in another industry, BUT as I stated earlier in this thread, business is a two way affair. Do you do 100% of all of your business in one LBS? If you support me 100% of the time, I might be willing to eat some of the not covered labor charges. If I only see you when you have no where else to go, why should I foot the bill?

Believe it or not, most manufacturers only concern is having product on a floor somewhere. If they run you out of business, there is someone right behind you THINKING they can do a better job. I read in another post on Bike Forums that Specialized has been putting the strong arm on at least some of their dealers.

I have to tell you guys, being in a small business isn't near what you think it is.
This has nothing to do with geography.

I purchased a Kona frame in Arizona. It cracked here in Latvia. I emailed Kona, which told me to go to the local dealer, as they are responsible to handle waranty work as per dealer contract. I tore down the frame myself and all went well with the local dealer. The dealer is the representive of the companies which they sell.

As for charges, they should be explained before hand if there are any.

And why should we? Customers buy those bikes with the expectation and understanding that they will be afforded a warranty should they purchase ____ bike.

But now you're telling me you guys balk at doing warranty work, which is expected of you? My opinion of you just dropped through the floor.

If you are not willing to do warranty on bikes then tell them before they buy their bikes that you will not be supporting them after they walk out the door. I guarantee you many will leave for another shop.
this is the response that gets double labor charges:p

This has nothing to do with geography.

I purchased a Kona frame in Arizona. It cracked here in Latvia. I emailed Kona, which told me to go to the local dealer, as they are responsible to handle waranty work as per dealer contract. I tore down the frame myself and all went well with the local dealer. The dealer is the representive of the companies which they sell.

As for charges, they should be explained before hand if there are any.

The charges are probably explained in the owners manual.

As bad as this might sound, the customer often has more pull with the OEM than the dealer. Many times we suggest the end user call the OEM in questionable cases.

As I stated earlier, time to enter the small business world. Representative or not, I need to make money to keep my bills paid and inventory on the shelf.