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Old 25.10.2017, 11:41
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New bike was broken on my way home

A while ago I bought a new bike from Oeschner Sport near Zurich HB and rode it home. For unknown reason the derailleur was stucked/drewed into the rear wheel and became distorted. I managed to find a workaround to complete the rest of the journey as it's already far from Zurich HB. The bike can still work but it will change its gear from time to time, and it's quite annoying. I left it in my garage for a while and wonder if I should take it back to Zurich HB which is far away from where I live, or I could just take it to nearby Oeschner Sport or don't even bother with it and just have it fixed in our local velo shop? I tried to contact Oeschner Sport but didn't get response yet.
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Old 25.10.2017, 11:58
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Re: New bike was broken on my way home

You mean OCHSNER SPORT? There is no Oeschner Sport. You bring your bike to the OCHSNER Sport closest to your home. That's it. You bring the receipt and they might fix it for free if there is still a warranty on it.

Why did you wait this long? If something breaks just after being used you bring it back the same day or as fast as you can. Now the warranty might be used up.
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Old 25.10.2017, 11:59
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Re: New bike was broken on my way home

It is a new bike. It is presumably still under guarantee. Phone up and ask the supplier for a solution.
A similar thing happened to me. One of the cheeks on the chain came free of the pin and acted as a hook dragging the derailleur arm into the wheel. It made a big mess but fixed under guarantee.

Last edited by me.anon; 25.10.2017 at 12:11.
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Old 25.10.2017, 12:00
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Re: New bike was broken on my way home

If it is obviously a mechanical fault, i.e. the manufacturing of the part failed due to it being badly fitted or poor quality, for example, Ochsner Sport should be able to fix or replace it via the manufacturer. Do you have the receipt?

If it's not so obvious or it looks like it was damaged in some way (dropped, crashed or used incorrectly) you might have a more challenging time trying to get them to take responsibility and you will have to get it fixed at your own cost.
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Old 25.10.2017, 12:09
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Re: New bike was broken on my way home

can't you just recalibrate it?
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Old 25.10.2017, 12:18
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Re: New bike was broken on my way home

my guess either the rear mech was screwed on properly or the Low screw was not set right causing the cage to get caught in wheel and bend?

either way sounds like poor pre-sale inspection. Should be easy to fix also get the rear wheel spokes checked
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Old 25.10.2017, 13:35
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Re: New bike was broken on my way home

Damage caused by continuing to use a product while you know it's faulty is not covered by warranty.

Just bring it to your local store, and they should handle it.

Also have they explained to you how the gears work and 3x10 does often not mean you have 30 diff gears which you can actually use, I've had sets that could do weird things in some shifting combinations.
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Old 25.10.2017, 16:29
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Re: New bike was broken on my way home

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...either way sounds like poor pre-sale inspection.
My guest too.
Ask for a complete check since a poor bicycle mounting can be dangerous.
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Old 26.10.2017, 00:11
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Re: New bike was broken on my way home

The limiters on the derailleur were not set properly.Take it to closest Ochsner shop as soon as you can.

Expect the request to leave your bike there for a few days. If the shop does not stock the parts that got damaged they will need some time to order and mount those.
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Old 30.10.2017, 12:05
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Re: New bike was broken on my way home

Thanks for all the feedback. In the end I sent it to nearest store and at first they said they could fix the derailleur as it's still in guaranteed.

However in the afternoon I received another call saying they couldn't fix everything. They said when the derailleur was stuck in rear wheel it damaged it. That's not in guaranteed even it happened on the first day I bought it, they'll have to send it to the manufacturer and that will cost 150Fr.

Given that it's a new bike, seems like I don't have other choice? Not sure how the guaranteed work, in the end I agreed to pay that price to have it fix.
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Old 30.10.2017, 12:18
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Re: New bike was broken on my way home

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Thanks for all the feedback. In the end I sent it to nearest store and at first they said they could fix the derailleur as it's still in guaranteed.

However in the afternoon I received another call saying they couldn't fix everything. They said when the derailleur was stuck in rear wheel it damaged it. That's not in guaranteed even it happened on the first day I bought it, they'll have to send it to the manufacturer and that will cost 150Fr.

Given that it's a new bike, seems like I don't have other choice? Not sure how the guaranteed work, in the end I agreed to pay that price to have it fix.
You should never have agreed to pay those 150,- and should have insisted that they either repair all for free, or take the bike back and refund you your money.

Damage on the object itself caused by a warrantied defect should be taken care of, damage towards other objects caused by the defect (think of falling into a car) is almost always your problem.

If I were you I'd go back to the store and demand a talk with the manager.
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Old 31.10.2017, 11:51
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Re: New bike was broken on my way home

Yeah, it is not a damage that you could have done by misuse.
They should fix it for free...
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