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I remember this saga from elsewhere on the forum! Is it that they're not a bike specialist, but a mail order company I wonder? They're owned by the hut group who own all sorts of stuff, so how much of a bike shop they are I'm not sure. That could have led to them having no decent system for problems like yours.
dglshrn-
Yeah, I bitched mightily about it on bertocq's kinesis build thread. It could well be the case, I've read other people's complaints online and on twitter about how shit they are with warranties, returns and so on.
I ordered a pair of football boots for my brother for xmas, paid extra for name and flag, got a call saying they couldn't do the flag. Not a major thing, but turned out they were hut group too. Could be a coincidence or they could just all be shit.
TurtleRecall
I bought a kinesis frame from them, it cracked within 6 months and they took AGES to replace it under warranty.
Had to send frameset back to them, they took ages to look at it. I was speaking to kinesis the whole time as well, they told me they'd pre-approved my claim based on my pics of the crack and that they'd asked pbk to send a replacement out as soon as they got the old one back.
Kinesis confirmed they'd sent them the new frame to PBK to send out to me. Pbk, meanwhile, were telling me it hadn't arrived for a good couple of weeks and that the old frame had to go back to kinesis to approve the warranty and so on. When they did finally send the replacement out, they sent it by yodel, who failed to deliver it on the day they said they would.
They were polite and friendly throughout, but utterly useless.