Shite Commencal Warranty Experience

[beeeom]

Wanted to put this out there as a word of caution - Commencal is sheisty when it comes to honouring their warranty policy. Don't believe it until you see it!

Here's the story: I'm trying to navigate my second warranty claim this year with Commencal. The first one wasn't an issue. In fact, I'd say that they did a very good job. This second time, not so much...

The bike is a 2022 Supreme DH 29/27. In July, I noticed cracks developing around the bottom bracket shell. I went through the online warranty submission process and had a new frame in-hand 8 days later. Pretty darn good. Continued riding until mid November. When doing my pre-season bike maintenance last month, I checked the BB shell area where the previous cracks developed. Lo-and-behold the identical cracks had developed again in just a few months of riding. "OK, no big deal, let's just do warranty again" I say to myself.

This time, there's a problem though. Commencal has recently released the new v5 model and they do not have any available v4 frames in my size... I thought that it was pretty strange that they have no spares for a bike that they are still selling and still would theoretically come attached with a 2 year warranty? (Watch out folks considering buying a new v4... It might not come with warranty!)

Anyways, they offer me an "upgrade crash replacement" of $1,453 to move up to the new v5. Given that I'm still under full warranty, I don't really like the option to give them more money just to have a safe, functioning bike. We go back an forth some more, and I end up giving them 3 options to make me happy:
1) a v5 frameset free of charge
2) a v4 frameset free of charge, or
3) a refund for full retail price on a v4 frame

They get back to me and say that Option #1 is not possible, but that an appropriate frameset could be sourced from Commencal USA. They also tell me that they could give me a refund for full retail price on the frame. Given that I'd broken two of these frames in one season, I figured I'd cut my losses and take the refund option. Why replace with the same thing only to have it break again? Anyways we come to an agreement for Commencal to refund me $2,800. I give them my banking info and they tell me to expect a refund with 14 business days.

Meanwhile, knowing that refund is coming I go about looking for a new frame. I find a Trek Session in my size at my LBS and most of the old build kits transfers over. PERFECT. I buy the frame.

14 business days go by with no refund. So I follow-up. Apparently my refund went to the wrong department, so it hadn't been processed yet. "OK no big deal, I 'll just wait a couple more days. A couple days goes by and get a strange email from Commencal... Apparently my refund needs special approval from top management in Andorra.... "OK, getting a bit nervous"... Then the next day the email comes - Flat out saying that while they recognize that they offered a refund, that they no longer can honour that agreement. My only options are a replacement v4 frame or to pay for a v5 upgrade.

Now on paper might not sound so bad, but doesn't take into account that I was promised a refund and was planning on using that money towards the Trek. Now I'm left holding the bag for $2800 on the Trek... If a refund wasn't in the cards, I definitely would not have bought the Trek. Moral of the story, be super super leary of warranty dealings with Commencal. They'll ignore some rules, make up others, and back out of agreements... Good bikes, the staff were OK to deal with through this process, but overall just a shitty company to deal with. In hindsight, I jumped the gun buying the Trek without my refund dollars in hand, but it's a total bummer that Commencal re-negged on our agreement and left me standing out in the cold...

Anyways, I guess this just a really long way to say:

"Hey! Does anyone want to buy a brand new Supreme XL 29/27 frameset?"

[frorider]

So you had a written agreement on the $2800 refund? I’m surprised they agreed to that.

What about negotiating a lesser refund, say $2000?

[Danno]

If I were you, I'd post on their social media. These days, that's the way to get companies to treat customers fairly (it sucks that it doesn't always happen without that).

[beeeom]

So you had a written agreement on the $2800 refund? I’m surprised they agreed to that.

What about negotiating a lesser refund, say $2000?

Ya I've got the full email back and forth! The offer agreement, and money transfer process..

I was surprised they went for the refund option too... Until they flip flopped 30 days later...

[gramboh]

https://www.youtube.com/watch?v=8X0s95RbZR0

This is probably why they have no warranty frames available. Shame given how well performing the bikes seem to be.

[beeeom]

https://www.youtube.com/watch?v=8X0s95RbZR0

This is probably why they have no warranty frames available. Shame given how well performing the bikes seem to be.

Ya the Paul Aston reporting is what originally twigged me to check back in July! I've got buddies with the same failures too... It's 10000% a design flaw

[bamboocoreONLY]

So where are you at now? Just totally out on money or a frame with zero resolution from them?

[beeeom]

So where are you at now? Just totally out on money or a frame with zero resolution from them?

Still hasn't been settled...

Looks like I've found someone interested in buying the v5 off of me... I'd pay the upgrade fee and be sent a v5 when they arrive in stock. Now I just need to convince that person to give me the money now and wait for the frame to arrive in April. It's doubling down on a deal with the devil though and I hate it.

Otherwise I'll just have to accept the v4 replacement and do my best to sell it... I could maybe get $2000 CAD for it? So I'd be out like $800.

[toast2266]

It really just comes down to how much time you want to devote to it. If you've got an email from commencal offering a money refund, I think you can get that. It's just a matter of whether you want to go through the hassle of holding them to their word.

[sweatypowderpig]

this is disappointing to hear, i've been eyeing the supreme to replace my Tues
just checking the website now, the V5 is $1000 more than the V4 was last year wtffffffffff

[gramboh]

Still hasn't been settled...

Looks like I've found someone interested in buying the v5 off of me... I'd pay the upgrade fee and be sent a v5 when they arrive in stock. Now I just need to convince that person to give me the money now and wait for the frame to arrive in April. It's doubling down on a deal with the devil though and I hate it.

Otherwise I'll just have to accept the v4 replacement and do my best to sell it... I could maybe get $2000 CAD for it? So I'd be out like $800.

Where abouts are you located? if you can sell it in Whistler surely you could get $2k if you list it in March-May time frame leading up to bike park opening. Also wtf $4,200CAD for a V5 frame WITHOUT shock? When did they catch up to Trek/Specialized etc. with $5k CAD w/ shock frame costs. Insanity. Wasn't that long ago you could get a Commencal or YT top spec DH bike for $6-7k CAD total.

[beeeom]

Where abouts are you located? if you can sell it in Whistler surely you could get $2k if you list it in March-May time frame leading up to bike park opening. Also wtf $4,200CAD for a V5 frame WITHOUT shock? When did they catch up to Trek/Specialized etc. with $5k CAD w/ shock frame costs. Insanity. Wasn't that long ago you could get a Commencal or YT top spec DH bike for $6-7k CAD total.

I'm in the kootenays... somewhat limited market locally...

Looks like my buddy is willing front the cash for this v5 upgrade deal which will cover my refund and save him about $500 and a couple hundred in tax. Let's hope Commencal doesn't change their offer again

[waxman]

Take it to the dealer you purchased it from?

[beeeom]

Take it to the dealer you purchased it from?

They are direct-to-consumer! I won't be making that mistake again!

[waxman]

They are direct-to-consumer! I won't be making that mistake again!

weird, there's a Commencal dealer in Fernie

[One (+) Sentence]

weird, there's a Commencal dealer in Fernie

Different country, different distribution model.

[beeeom]

weird, there's a Commencal dealer in Fernie

Who sells Commencal in Fernie?

[beeeom]

Different country, different distribution model.

Im in Canada and Commencal is 100% DTC

[One (+) Sentence]

Im in Canada and Commencal is 100% DTC

Yeah, but are you in Quebec? I hear they want to be another country…

[gramboh]

Could be a nice excuse to plan a Sea to Sky spring bike trip to go deal with Commencal in person in Squamish? Not sure if the shot callers on warranty are based there or elsewhere though.

[Danno]

I thought commencal was based in Golden, CO?

[waxman]

Who sells Commencal in Fernie?

Ski Base.

[joetron]

With the margins that Commencal offers dealers, I’d be surprised if a dealer that you didn’t buy from would lift a finger. It’s pretty much covers unpacking the box and building the bike dead stock…then getting a Baconator at Wendy’s.

Commencal USA is in Golden. Canada office is Squamish but the HQ is Andorra I think.


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[jm2e]

I'm sure you'll be happy with that Trek. Should be a sweet bike.
And, have you thought of asking Commencal for an Enduro bike as a replacement? I feel like there's a way better market for trail bikes now.

[Shredhead]

Trek replaced my Farley frame, no questions asked with receipt.


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