I bought a Carerra LRS3 Mountain Bike from a family member around three years ago. He had bought it from Halfords a few years previously but it was hardly used and in first class condition. I have since used it every weekend- mostly off-road.
A few weels ago I discovered a crack in the chain stay, and was worried it would break. After some research I found out that Merida had made the frames for Halfords, so I contacted them - just wondering if they could help.
Within two days I had a replacement chainstay section (it bolts on) delivered for a very reasonable fee, and I set about fitting it. Unfortunately the final bolts would not move, and I had to cut the old chainstay off and try and drill out the final bolt. It didn't work!
I called Merida again and explained my problem. It was suggested to me that if I sent the frame and new chainstay to them, they would fit it and return it to me. I did, they tried, but it couldn't be done. Amazingly, I have just received another Merida brand frame from them as a replacement as a goodwill gesture.
I won't give their names, but I wanted to share this example of superb customer service from Merida, and extend my sincere thanks to the MD, and his team. First Class!