Incorrect Information from Salesperson - 2 Years Later

Sleeqb7 on 29/06/2023 - 10:30

So I recently had my bike break mid-ride. The frame snapped.

I'm a big fella, I vary between about 115-120kg easy. As such, when buying the bike in 2021 I made sure to confirm with the sales person the weight limit of the bike (Having been to a bike-specific bike store and was told their bikes all had a 100kg limit). The sales person told me 140kg+ without any worries. As such, I bought the bike.

Since now the frame has snapped, this morning I looked up the actual manufacturer specifications which list a weight limit of 120kg. Given that is my typical weight, and I carry a backpack up to 5kg with me, I'm clearly over that limit.
As a result, 2 years and 4000km+ has resulted in a snapped crank arm, a cracked rear wheel, and now the frame snapping.

The frame comes with a lifetime warranty, which I will be taking to the retailer this afternoon to get sorted out, but now with the information that I was mislead two year prior, what do you believe should be a suitable solution?

If I get a replacement, I'll be lucky to get another 2 years of use before having the same issue again.
If I get a refund, I can buy another bike, however after 2 years of use with only my word against the salesperson regarding being misled, I don't believe a refund is a likely outcome.
A repair is unlikely to be offered, and would not be accepted.

Also, obviously I am going to raise this concern this afternoon when I take the bike into the retailer, however I've got several hours of work to go through before I get to have that conversation, hence the thread for the sake of my own interest.
Furthermore, yes, I should just lose weight, thank you for your helpful contributions to the thread.

Sports & Outdoors

Comments

  • Hardlyworkin on 29/06/2023 - 10:36
    +4

    Bikies.

    • Heaps for Cheaps on 29/06/2023 - 10:40
      +12

      Not in this case, they work for the store.

      • Sleeqb7 on 29/06/2023 - 10:41
        +8

        Good point. Damn.

  • Jimothy Wongingtons on 29/06/2023 - 10:36
    +2

    Well I mean it would be a bit he said she said - assuming the sales person is even still there I’d say they are flat out remembering the fine details from a 2 year old sale - that being said, under accc I think you should be given a refund. You specified must accept this weight they said ok. It was not ok.

    Maybe they should get the brand rep involved and see if there’s a deal to work out an upgrade but with only a slight extra out of pocket cost.

    • Sleeqb7 on 29/06/2023 - 10:41

      Yeah the chance of the salesperson remembering is functionally 0%.
      But even in the event of them potentially having to refund the sale under ACCC rules, it would only be if they accepted my retelling of events.

      The kicker is $300 worth of parts/repairs that I got a few months ago will be wasted without the ability to put them on a different frame too :(

      • Jimothy Wongingtons on 29/06/2023 - 10:44
        +1

        the repairs were not under warranty?

        • Sleeqb7 on 29/06/2023 - 10:48
          +1

          Frame has a lifetime warranty, other components have 12 months.

          The front crankset, rear cassette, chain, wheel, were all replaced earlier this year (20-22ish months after purhcase). One could argue that the entire gear system's damage requiring replacement could come down to poor matenience, but the crank arm (Snapped off) and wheel (Cracked in multiple places) not so much (In my admittedly uneducated opinion).

      • brad1-8tsi on 29/06/2023 - 16:52

        I'd ask for a full refund and move on to something more suitable.

        Extremely surprised that a specialist bicycle shop couldn't assist you. A tandem frame can take 2 riders, it just needs special wheels.

        $300 worth of parts/repairs that I got a few months ago will be wasted

        Look at this as the "rental" on your bike for 2 years.

  • Hybroid on 29/06/2023 - 10:38
    +3

    Products are engineered with a factor of safety built in. 120 KG advertised limit doesn’t mean it fails at 121 KG. It’ll be designed to withstand higher loads, same as chairs. Something else has gone wrong worth investigating.

    • Sleeqb7 on 29/06/2023 - 10:43

      Potentially, aye, but then with 3 significant failures within a short period would just make the bike a piece of crap, which in itself is concerning for $800 over 2 years.

  • godofpizza on 29/06/2023 - 10:40

    do you have what the salesman said in writting or confirm the details of the bike when you brought it?

    • Sleeqb7 on 29/06/2023 - 10:44

      Alas, no. Thought it unlikely that they would have been so far off at the time.

  • djsweet on 29/06/2023 - 10:53
    +1

    If its your word against theirs, you will have trouble. I wouldn't mention your weight and try and take them up on the warranty. If you get another 2 years, thats $800 for 4 years. Not bad. And you can potentially claim warranty again. Obvs not great if it fails catastrophically whilst riding.

    As mentioned earlier, a bike rated for 120kg should easily cope with your weight. More likely a dodgy frame than anything else. Typical forces going through a bike frame would frequently be greater than a static 120kg would exert. Someone who rides like a maniac may well exert more force on the frame than a 140kg person riding normally. Bikes would be engineered to take that into account.

    • Sleeqb7 on 29/06/2023 - 11:22

      The potential for a catastrophic failure is my big concern. Finding the failure at 15kmph over a small bridge is much better than 45kmph going down a big hill.
      And my reason for concern surrounding the potential weight suggestions is the failure of the crank arm (Snapped) and wheel (Cracked), which is three major failures that in my mind could be attributed to weight.

    • Drakesy on 29/06/2023 - 11:23
      +1

      I've seen bikes with 70kg riders fail when hopping curves, sometimes ended up with the guy becoming a paraplegic. I do agree that sometimes there are flaws in the frame. However putting a 130kg on a bike rated to 120kg is still outside the design tolerances, couple that with hitting a curb or pothole and it'll fail.

      • djsweet on 29/06/2023 - 11:56

        OP is right on the limit. At max 5kg over. At best not over at all (depending on fluctuations). If a bike were to fail at a weight at worst 4% over its advertised max weight, there is something very very wrong with it. No one engineers something like a bike with a 4% safety factor.

        • Drakesy on 29/06/2023 - 12:24
          +1

          But repeated use above the maximum engineered limit can result in premature failure. Yes the bike would most likely be able to accommodate a 130-135kg person. Over time and multiple curbs/potholes the fatiguing effect is magnified which ultimately would result in failure.

        • Chandler on 29/06/2023 - 17:16

          I get your point, but I believe Drakesy's point is that the specified 120kg weight limit would be taking expected dynamic loads into account. i.e. it can take more than 120kg of static load, but once you add more forces to the equation like bumps etc, then that extra weight - that wasn't an issue usually - pushes the equipment past it's specified capacities.

          • djsweet on 29/06/2023 - 17:31

            @Chandler: Yeah but it doesnt sound like OP is a wild rider. Someone a bit lighter going hard is going to stress the frame more anyways. Plus OP is extremely close to the weight limit anyways. All I'm saying is, there's more than 4% tolerance in the design. If the difference between OP making the weight limit or not comes down to whether he is wearing a backpack or not, I wouldn't be too worried.

            • Sleeqb7 on 29/06/2023 - 17:36

              @djsweet: 2021 and 2022 were about 1600km each, but this year I was stepping up, on track to hit 2800km by years end. So not huge amounts of riding, always on roads/bike paths/foot paths, not off roading and doing my best to not hit potholes/curbs where possible.

  • Wiadro on 29/06/2023 - 10:56

    2 years later wow

  • tsunamisurfer on 29/06/2023 - 11:11

    This is not blaming you OP, but for something as important as personal safety why didn't you consult the manufacturer specifications as the source of truth?

    I consulted the specs even when I put one of those child seats on my bike and added everything together.

    Hope they give you a new frame but this bike is probably not suitable going forward.

    • Sleeqb7 on 29/06/2023 - 11:24
      +1

      Honestly because when talking about an issue of safety I presumed the storeperson would have not spoken on the topic unless sure. But you're right.

      I've worked in sales for many moons and when talking about safety devices or product features that surround safety, I will always look up any information I'm not 100% sure on.

  • Drakesy on 29/06/2023 - 11:19
    +2

    Unfortunately next to zero bike manufacturers will warranty a bike for riders over 120kg, so i wouldn't say you had a range of choices.

    We had a guy do the same thing, was pushing 130+kg, we acknowledged that it's unlikely he'll find a bike that warranties above 120kg, he looked around and agreed.
    He rode the crap out of it and 2 years later had worn through a set of wheels, cranks, bottom bracket and brake pads, he accepted that this was understandable but was now down to 100kg and said it was the best investment in his health he'd ever made. We whacked new wheels on it and to this day i believe he's still riding the shit out of it.

    Unfortunately it will be tough trying to prove what a salesperson said to you vs what the manufacturer's documentation says, there is a certain degree of ownness that falls on the customer.

    • Sleeqb7 on 29/06/2023 - 11:30

      I do see some bikes suggesting 150kg supported rider weights, but those are double the price of mine, otherwise it's pretty few and far between.
      My problem is that although I'm doing up to 70km rides most weeks these days, I still eat like absolute garbage so I haven't lost weight. I am much healthier than I was though, and obviously gained some muscle in exchange for fat.

      If I don't mention my weight during talks with the retailer, end up getting the frame replaced, and don't lose weight, I'll likely be in the same situation in a few short years?

      • Seraphin7 on 29/06/2023 - 12:12
        +1

        As mentioned above, and setting aside other relevant issues, if you get four years out of the bike, I would suggest that's a reasonable investment.

        In any event, if you can get a warranty replacement, worst case sounds like you've got maybe two years to determine a more suitable choice for your needs.

        • Sleeqb7 on 29/06/2023 - 12:17

          A snap in the frame could pretty easily put me in hospital though. I specifically got a hybrid bike instead of a road bike for the perceived durability too :(

          What is the expected durability for bikes? Is 4 years for $800 reasonable? As a totally unrelated metric, $1k mattress is meant to last you 10 years. How long should a $1k bike go?

          • Seraphin7 on 29/06/2023 - 12:36
            +2

            @Sleeqb7:

            A snap in the frame could pretty easily put me in hospital though.

            I couldn't agree more. My humble suggestion is see if you can get a refund, but otherwise if you are concerned about the safety situation then don't ride it. Either take the replacement and try to sell it, or just swallow it as sunk cost.

            What is the expected durability for bikes?

            Impossible to answer. It comes down to how it's used and what stresses it is subjected to.

            A bike that's ridden on smooth pavement by a 70kg rider is going to give you a different outcome to one ridden off road, up and down curbs, jumping potholes, etc. by a 120kg rider.

    • mattmel96 on 30/06/2023 - 08:52

      Not really true. I have a 2014 Giant Roam 2 that I run road tyres on, so no real off-road.

      According to the OEM manual, Condition 3 (Cross-Country, Marathon, Hardtails) are rated at 136Kg for the rider, and if you use the original seat-post and correc mounting racks, a further 25Kg for luggage = 161Kg.

      With a lifetime warranty and not excessive price, I think it is pretty good.

      I have replaced a rear wheel as it developed cracking, but that was likely due to a short period of dropping of a gutter regularly. No issues since and I have done well over 30,000Km

  • stringbean402 on 29/06/2023 - 13:20
    +3

    Get a replacement under warranty then sell it.

    Use the proceeds to buy yourself a better bike.

    • Sleeqb7 on 29/06/2023 - 13:45

      Certainly a possibility, but it would put me at a pretty significant loss.

      • stringbean402 on 29/06/2023 - 18:41

        Depends how you look at it, you got 2 years use out of it.

        Best case is refund, likely result is replacement.

  • Brian McGee on 29/06/2023 - 13:21

    Maybe instead of 'going in dry', go in as a potential new sale and go throught the same process you went through 2 years ago. If they reccommend the same bike or advise their bikes are 140KG safe, then you have the conversation of 'that's what you said in 2021 and guess what?'

    • Sleeqb7 on 29/06/2023 - 13:48

      I do love a good 'gotcha!' moment, but the store most convenient for me to visit after work is not the same as the ones I originally bought it from, so it may not work out that way, hah.

  • Euphemistic on 29/06/2023 - 20:34

    When you go back don’t offer that you’re over the weight limit. Admit you’re close to it, but not over.

    Playing the you ‘told me itd be ok’ card is a bit risky. The manufacturer could reject a warranty claim if the shop say they never told you over 120kg would be OK.

    IMO you should ask for a warranty claim, but see if it’s possible to put the replacement value toward a more robust ride. It’s not ideal, but may cost less than getting a repair and selling it to fund a new ride.

  • BrunoBear on 30/06/2023 - 00:08

    Next time get a CroMo steel framed bike with 36+ spokes.

    • Sleeqb7 on 30/06/2023 - 08:58

      Got any links? I found one place selling bikes that seemed to only have 2x8 gearing, and I'd really prefer 3x8 for Brisbane's hills.

  • 82norm on 30/06/2023 - 07:51

    What is the brand, model of the bike frame and crankset, cassette etc.

    • Sleeqb7 on 30/06/2023 - 08:59

      Merida frame, Shimano crankset, Sunrace cassette.

  • tabitha731 on 30/06/2023 - 10:55
    -1

    solution: lose weight ..then you dont have to worry about bike weight specifications !

  • ColtNoir on 30/06/2023 - 11:34

    Limit is 120kg, you vary between 115-120kg.

    You never wear a backpack while riding, do you? wink wink

  • fishka2 on 30/06/2023 - 12:15

    How about instead of getting a warranty replacement, just get a store credit and buy a sturdier bike from them; I’d expect them to agree. Plus you don’t have to admit it was yourself crushing the bike or jump on the scales to confirm your weight

    • Sleeqb7 on 30/06/2023 - 12:36

      The problem is the whole bike isn't in warranty, only the frame is.
      As such, their supplier would only supply a replacement frame (Or potentially a credit for the value of the frame), so they may not credit the value of the bike.

      • fishka2 on 01/07/2023 - 09:26

        I’m sure if you apply enough pressure they’ll be very submissive. Good luck

  • 2esc on 30/06/2023 - 13:05

    Merida frame but what model is it? Full rigid, hardtail(front suspension) or full suspension? Road, town, gravel or mtb?

    Merida adult bikes can be as cheap as $445 right up to full down hill models at $14,999. If your got a $445 bike but dropping of gutters or small jumps the 120 kg limit is based purely on flat riding it is a huge weight increase to the frame it dropping off a gutter.

    • Sleeqb7 on 30/06/2023 - 14:59

      $800 Hybrid hardtail.
      Crossway 20.

      Used on roads and bike paths.

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