During a ride the snap ring for the locking ratchet of the freewheel on the rear wheel of my bike broke. Fortunately, I found a bike mechanic who had a suitable part on stock and mounted it immediately. Back home, it came to my mind that the Fulcrum rear wheel was not yet two years old. I therefore got into touch with the Fulcrum service centre and asked whether they would replace the snap ring within warranty. They tried to put me off by stating they would only replace this ring within warranty for the dealer from whom I had purchased this ring. The dealer, however, is 50 kilometres away from me and not the bike mechanic who has carried out the repair. Is that common practice? And what do those who have bought their bike on the internet?
Reply by Dirk Zedler, technical expert at TOUR and bicycle expert
For defects occuring during the first two years, it’s in principle your bicycle dealer as your contract partner for the purchase, who is your contact. Notice of occurring defects must be given to him and he is obliged to repair them. You should therefore get in touch with him for compensation of the damage. The manufacturer or the importer is not the appropriate contact for you, only the dealer can take recourse against the importer. In case you have purchased the bike for example on the internet, due to the lower price, you have accepted the risk of higher expenses as early as at the moment of the purchase.
