Mavic Ksyrium Elite Warranty claim
On 12th February 2013 I bought from Westbrook Cycles of Stokesley, England, a Cannondale Supersix bike and to upgrade it I bought at the same time, a set of Mavic Ksyrium Elite S wheels. Westbrook Cycles are a Mavic Premium shop.The wheels performed without fault until the beginning of September 2014 when I noticed there are a number of small cracks on the rim of the rear wheel where the spokes join the rim. I emailed Westbrook Cycles to ask their advice on what to do and they told me that the warranty period is 2 years and that any local authorised Mavic dealer should be to assist me with a warranty claim.
As I live in Vantaa, and as Mavic are owned by Amer Sports, I went in the first instance to the Amer Sports Brand shop in Alexis Kiven Katu. The helpful assistant there told me that as they do not deal with Mavic wheels at that outlet I should go to their Finnish distributor, Tunturi-Hellberg in Riihimiehentie. He phoned them for me to check that was the correct thing to do and he was told yes.
I then went to Tunturi-Hellberg and was told quite firmly by one person that as the wheels were not bought through them, they could not process anything for me, so much for the Mavic warranty that says any Mavic dealer or distributor in the world will handle warranty claims! I then contacted Amer Sports again and they said they would take the matter up with Tunuturi-Hellberg, a couple of days later I was told that they couldn't get any reply so they would contact Mavic instead. The next day I got an email from Amer Sports with a copy of their email to Mavic. That was 5 weeks ago and since then - silence - despite a number of emails from me to Amer Sports asking if they had any news from Mavic, positive or negative.
I have read on the net in a number of different places that this problem of Mavic Ksyrium Elite developing splits is not uncommon, and, unfortunately, that Mavic's customer care sucks. (But probably for every reported negative comment, there are loads of unreported satisfied customers?).
Anyone out there had similar problems with Mavic and managed to get them resolved? Any pääkaupinki area Mavic dealer reading this want to take it up and earn my undying loyalty in the future?
By the way, Westbrook Cycles have said that if I can't get it resolved in Finland, send the wheel back to them and they will take up the warranty claim for me. I haven't done this yet, I feel that as Mavic are owned by a Finnish company, there must be a way of getting it sorted here without the hassle of sending the wheel back to the UK. Maybe I am wrong.
