Author Topic: Policy Change at Performance Bike  (Read 472 times)

Offline mgrogan

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Policy Change at Performance Bike
« on: June 03, 2018, 09:09:17 PM »
Just a quick note... trying to not be negative on a new site, but Performance Bike just changed their policy. They used to allow you to return an item at anytime, regardless of why... Much like LLBean, Walmart, etc... So I had an issue with a wheel I bought from them and when I called them for a Return Authorization, I was told by customer service that their policy changed a year ago and that I was out of luck.

Buyer beware. I used them for a reason, since they had basically a lifetime warranty on the equipment I have bought from them. That is no more.

So-- just be wary of who you give your money to and the policies they claim.


Offline ACE

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Re: Policy Change at Performance Bike
« Reply #1 on: June 06, 2018, 10:13:24 PM »
You mentioned earlier that the manufacturer has their own guarantee now.  Would this be an issue today if you purchased from Performance?

Offline mgrogan

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Re: Policy Change at Performance Bike
« Reply #2 on: June 07, 2018, 03:52:42 PM »
Yes- Given the issue that I had, the new and revised manufacturer warranty would cover my problem... But that is just for that specific product and manufacturer and it also states that in their new warranty statement, they will stand 100% behind their product. The new warranty statement says: "Our wheels are designed to be ridden in the most demanding conditions by the best riders, and they are tested to ensure the strength of the wheels far exceed the loads incurred during intended use.  So quite simply, don’t worry, if you manage to break your wheel while you’re riding your bike, we’ll repair or replace it for free." https://reynoldscycling.com/pages/warranty-guarantee

Performance had a 100% return policy, no questions asked for every single product they sold, regardless of the manufacturer or the warranty that the manufacturer had.

The issue that I had was a damaged rim on a Reynolds branded wheel. At first, I thought it was caused by excessive heat warping the carbon from a long hill decent at Lake Placid earlier this year. However, the guys at the local shop seem to feel it was a very hard pothole hit, as there seemed to be a very specific point of impact. Ill take that I damaged the wheel myself during normal use, a manufacturer shouldnt have to warranty my mistake.

However, Performance had their policy... i figured I would take advantage of that policy. It is, after all, the reason I bought from them in the first place. Ship it back for an exchange if something happens. Afterall, that is what their warranty said.

I guess there was rampant abuse of their system and that also caused companies like REI and LLBean to recently update their policies. Performance did the same thing and only allows for a 1 year return period. But... I feel that change should have grandfathered people who purchased under the old policies knowing that they had a safety net for something if it went wrong.

The new warranty on the Reynolds wheels would have covered my wheels, but they only started their warranty period effective with any wheels bought after Jan 2017. Mine were purchased Dec of 2015.