So where's the customer service with Motobecane I'd read such good things about?- Mtbr.com
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  1. #1
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    So where's the customer service with Motobecane I'd read such good things about?

    I've got a first generation Lurch that's been my primary ride the past two years that has cracks forming in the frame. I submitted my claim by email October 31st and have not even received a response indicating they are looking into it or have even received my submission.

    So where's the customer service with Motobecane I'd read such good things about?-lurch-break-1.jpgSo where's the customer service with Motobecane I'd read such good things about?-lurch-break-2.jpgSo where's the customer service with Motobecane I'd read such good things about?-lurch-break-3.jpg

    So for those of you who've dealt with returns/warranties, how long did it take?

  2. #2
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    For me, took a couple days. Those frame cracks don't look like ones from normal use though. Possibly bad welds plus rust finally caught up. They kinda look like too short of a seatpost cracks too , which isn't a manufacturing error. BD is probably trying to figure them out still. Send a follow up email asking for confirmation they got it.
    "a hundred travel books isn't worth one real trip"

  3. #3
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    Finally received my initial response. Turns out the delay was because my messages got caught in their spam folder; or so I was told. Hopefully everything goes smoothly from here on out. I did have it internally coated with frame-saver trying to preserve it from rust.

  4. #4
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    Figured I'd post up a response with how this case was concluded. To get right to the point, BD stepped up and warrantied the frame with a new Bluto-ready frame; but it cost me $80 in shipping charges [to/from Texas] and they didn't have my original blue so I got a black frame...so I had the front fork powder coated black to match.

    All in all, I was without a bike for a little over two months. It wasn't ideal. It took three weeks of emails before I got a response, but after I finally was put in touch with Larry in the service dept, I had pretty good customer service. One of the really cool things they did for me was to up-size me to a large frame from a medium; which was just a little bit cramped for me. My local bike shop said a lot of companies wouldn't have done that...so kudos to BD.

    So where's the customer service with Motobecane I'd read such good things about?-15585221_10211846680550758_4301761737212684098_o.jpg

  5. #5
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    Nice. The lurch is a sweet looking bike, and the big a$$ tires don't hurt.
    "a hundred travel books isn't worth one real trip"

  6. #6
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    That's awesome!

    I had my doubts that they wouldn't accuse you of having your seatpost too far out.

    -F
    It's never easier - you just go faster.

  7. #7
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    Sorry I know this is a bit of an older post but I would rather not start a new thread on. I was looking but when I look on BD I didn't see anything about the warranty. What is their warranty?

    Sent from my Alcatel_6055U using Tapatalk

  8. #8
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    http://www.bikesdirect.com/frequent.htm#claim

    The actual warranty is listed on the "manufacturers" website because it's a manufacturer warranty. Since bikesdirect owns the motobecane name, they are the owner of the warranty. Gravity has one too, but their website is a pain to find. Should be very similar though.
    Motobecane USA | Warranty
    "a hundred travel books isn't worth one real trip"

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