What happens if you need after sales or warranty support with your Brompton bicycle?
If you purchased your Brompton bike directly from Avon Valley Cyclery or had it delivered via www.brompton.com for collection in store, good news!
Mechanical things sometimes need a tweak to keep them running smoothly as they bed in. As an additional benifit to our in store customers we offer a free follow up service to all our in store customers within 6 weeks of collection so we can check the bike over and make any adjustments necessary.
We value our customers, so rest assured we’ll have you back on the road as soon as we can. Should you have any problem with your Brompton that may be related to a warranty issue give us a call or drop into the shop and we’ll be happy to help.
If it’s a warranty
- Simply drop your bike in so we can give it a full check over to fully understand the problem. This initial review will be expedited through the workshop with 24 hours of the time of drop off, we’ll then report to Brompton to initiate the warranty claim.
- As soon as Brompton confirm we’ll book the bike in for the warranty work to be completed. As an Avon Valley Cyclery customer your bike will be prioritised so we’ll be on it as soon as we can, if parts are required for the warranty and we have them in stock we’ll use our own parts to expedite the completion of the job. If Brompton are providing parts that we don’t currently have available, we’ll book in the bike to be completed as soon as we have them to hand.
Once the job is complete, we’ll contact you to let you know your bike is ready to collect!
As a direct Avon Valley Cyclery customer all warranty parts and labour are covered so there will be nothing to pay.
What if you purchased your bike from an alternative Brompton dealer?
As an independent bicycle shop we’re keen to stay in touch and provide a personal service to our customers, hence we’d advise the dealer who supplied your bicycle should always be your first port of call so they can support you in a similar way. If this isn’t practical, we can still assist you provided you have an original receipt of sale.
What if you purchased your bike directly from www.brompton.com with home delivery?
If you purchased your bike directly from the Brompton website or one of their Brompton Junction stores we can still assist you, but we are governed to stay within the parameters of Brompton’s own warranty procedure with the requirement for the customer to initiate the claim with Brompton directly.
With our own customer bikes we prioritise them through the process all the way, however with bikes supplied by a third party, even Brompton themselves we trust you’ll understand it wouldn’t be fair to bump our own customers bikes in favour of those bought elsewhere so we’ll fit in third party sourced bikes around the standard booking structure of our workshop availability.
The Brompton Home Delivery bike support process:
- The customer should contact Brompton directly to report the warranty issue.
- Brompton will contact Avon Valley Cyclery to share details of the claim and forward the contact details of the customer.
- Avon Valley Cyclery will contact the customer inviting them to drop the bicycle in to the shop and leave it with us.
- The bicycle will be inspected within our professional workshop to verify the claim. This will be conducted at the first free opportunity within the workshop calendar with Avon Valley Cyclery’s own customer bikes taking preference to allocated workshop time but within a period of no more than 5 working days from the point of drop off. Please note this is only an initial inspection to confirm the details for Brompton and not the point any warranty work is undertaken.
- Avon Valley Cyclery will report back to Brompton and await their response. Generally, Brompton will respond within a day but as we may be requested to go through additional checks or procedures to satisfy Brompton’s own warranty requirements this may take a couple of days to complete the process.
- Once Brompton have confirmed they will uphold the warranty claim we’ll book the bicycle into our workshop calendar for the work to be completed at the first free opening. Depending on the lead time of the workshop this will be with 1 to 3 weeks. If we require parts from Brompton to complete the warranty, the job will be booked as soon as the parts are received.
- Once the warranty job is complete, we’ll contact the customer to let them know the bicycle is ready to collect.
- Brompton will provide a Fixed reimbursement of cost of parts and labour to Avon Valley Cyclery to complete the work by the nature of it being a direct sale between Brompton and the customer. Any labour time or parts used outside of the credit allocation by Brompton will be payable by the customer. The customer is responsible for pursuing any additional personal costs with Brompton directly.
- If any further warranty support issues arise, these must be initiated by the customer contacting Brompton directly afresh to restart the process.
We appreciate the process for Brompton Direct to Home delivered bikes may appear fussy, but to sustain the high level of service provided to our own customers we will always prioritise our own customers bikes over those supplied by a third party.
We would recommend consumers should always buy their Brompton from an independent Brompton Bicycles dealer.