Bell Warranties? BAH!

[RustyIron]

I should have known that there could never actually be such a thing as a free lunch. Silly me.

When I got my Bell helmet, there was a big old brochure about how a helmet should never be worn after a crash and how Bell would replace helmets that were so involved. Of course the warranty card is long gone, but that's the way I remember it.

After my head's intimate encounter with the ground, I called up Bell to work out the details of the return, primarily to find out if they really wanted me to send them a blood soaked helmet.

The phone gal informed me that they wouldn't send a new replacement helmet, but they would sell me another helmet at a 30% discount off their suggested retail price.

I had to ask her again to make sure I understood correctly. A "suggested retail price" is a pie-in-the-sky figure that no retailer even has the guts to charge. The street price for Bell helmets is ALREADY less than 30% off the "suggested retail price."

It would cost MORE to send the helmet back to Bell and pay the "warranty fee" than it would to buy a helmet locally.

This misunderstanding of their policy has left me bitter.
If they had offered NO guarantee against crashes, at least I wouldn't feel tricked. It's not like Bell offers a product that is unique or superior to other manufacturers, so my future purchases will be with their competitors. Adios Bell.

[katonk]

I too am underwhelmed by Bell's customer service.

To be fair, a lot of the helmets you see at a discount are for last year's model, or are from some crappy ebay store. Right now, I don't think there are any 08 Bell helmets at a discount at any of the usual suspects (Jenson, Pricepoint, etc.)

[Cowgirl]

We will take your helmet in at Switchback Cyclery and give you the 30% off any helmet if that helps you at all...saves you a bit of shipping.We stock Bell and Giro and can order you pretty much anything as well. No reciept or paperwork needed to process.

[Pain Freak]

Wow, you can't beat an offer like that. Switchback is a really stand up LBS. Thanks, Sheri!

[Waldo]

Sure, Bell could be more generous, but really, you got your money's worth. Plenty of good deals are out there. Grab one, go ride, and be grateful that your helmet did its job.

[bighit8]

So now I know who cowgirl is, I met you awhile back sheri when I lived in Orange. Used to bring my bike to you and the hubby.Did a few rides with Tim if the name is correct, its been a few years.Hope to ride again sometime.
P.S great shop and service.
Thanks
Danny

[Cowgirl]

Originally Posted by bighit8

So now I know who cowgirl is, I met you awhile back sheri when I lived in Orange. Used to bring my bike to you and the hubby.Did a few rides with Tim if the name is correct, its been a few years.Hope to ride again sometime.
P.S great shop and service.
Thanks
Danny

You got it! Tim and Sherry...We still do group rides on Tuesday nights at 6...come on out and join us. Thanks!

[Pickettt]

Although the policy is crappy, I think Waldo's got the right outlook. You're alive, and so you got your money's worth out of Bell. But I totally understand buying competitors' products on principle. When I crashed on my head and face earlier this year, I didn't give a damn how my helmet was going to be replaced.

[BrewMaster]

Rob, you should send the folks from Bell the pics of your face after the crash. That will give them nightmares and they will be begging you to take a free helmet as long as you stop showing up in their dreams.

I hope you are feeling better. Lemme know when you wanna ride.

[xhuskr]

Originally Posted by Cowgirl

We will take your helmet in at Switchback Cyclery and give you the 30% off any helmet if that helps you at all...saves you a bit of shipping.We stock Bell and Giro and can order you pretty much anything as well. No reciept or paperwork needed to process.

Way to go Switchback....one of a few shops that truly understands what "customer service" really is!!

[Kish Me]

It was a few years ago, but I sent my cracked helmet back and got a $100 helmet for a handling fee of only $25. "Saved by the Bell" program. I thought that was a good deal. Plus, I didn't die.

Where do I shop to get 30% off as "regular" street price?

[Ladd Jasper]

Originally Posted by RustyIron

The phone gal informed me that they wouldn't send a new replacement helmet, but they would sell me another helmet at a 30% discount off their suggested retail price.

I had to ask her again to make sure I understood correctly. A "suggested retail price" is a pie-in-the-sky figure that no retailer even has the guts to charge. The street price for Bell helmets is ALREADY less than 30% off the "suggested retail price."

It would cost MORE to send the helmet back to Bell and pay the "warranty fee" than it would to buy a helmet locally.

Seems a little more research would've benefited both you and "phone gal:"

From Bell's website (Owner's Manual PDF):

Crash Replacement Policy

Bell is interested in your safety and in advancing the state-of-the-art in
head protection. If your helmet is involved in an accident you may obtain
a replacement from Bell by doing the following:

For U.S. Customers:
1. Send the following:
a. The damaged helmet (prepaid);
b. A copy of your dated cash register receipt;
c. A letter describing your accident in as much detail as possible; and
d. A check for $35.00 for Fusion In-Mold helmets or a check for $20.00 for non-Fusion helmets

2. Send to:
Bell Sports, Inc.
Consumer Service
1924 County Road, 3000 North
Rantoul, Illinois 61866-9512

Don't know what model you have, but even the maximum of $35 sounds more than reasonable to me. Sherry's offer is quite generous, though, so looks like you'll be well taken care of anyway.

I've had nothing but good experiences with Bell's (and by extension, Giro's) customer service in the past. If there's a "next time," consider calling back with the above information and give them a chance to do right by you.

[RustyIron]

Originally Posted by Cowgirl

We will take your helmet in at Switchback Cyclery and give you the 30% off any helmet if that helps you at all...saves you a bit of shipping.We stock Bell and Giro and can order you pretty much anything as well. No reciept or paperwork needed to process.

Well shucks! How is a guy supposed to remain bitter and cynical with a kind offer like that? I'll be back to work next week, so I'll cruise on over as soon as I get caught up.

Thanks.

[dstepper]

Don't try to save money on a helmet. I have thrown away two Bell helmets and one Giro due to OTB piledrivers that cracked helmets. Two days ago I did the worse OTB piledriver I have ever done and am very sore but my Fox helmet took care of me and is still in good shape. I believe that neither a Bell or Giro would have been useable after this last crash. It is not the time to be thinking about saving money when it comes to protecting your head.
Dean

[RustyIron]

Originally Posted by BrewMaster

Rob, you should send the folks from Bell the pics of your face after the crash. That will give them nightmares and they will be begging you to take a free helmet as long as you stop showing up in their dreams.

I hope you are feeling better. Lemme know when you wanna ride.

Those clowns will never be blessed with seeing my pretty face.

I'm not quite up for serious hammerdog action, but hope to make it to Pugz ride at the crack of dawn on Sunday, and maybe the Loop or Powder Cyn. tomorrow morning after it warms up a bit. If your game for some "moderate" riding, let me know.