Why did the Merlin thread get locked?

infopete

I phoned ABG today but you can only email their warranty department.

I tried to speak to the boss and others but they were out.

I'll try tomorrow.

justabikegirl

I don't know flip about any of this, but I do know that my husband had an issue with a cracked frame on his 1.5 year old Cervelo P3. There was no crash; he was just preparing to ride one morning and saw the crack. He called the company. They said take it to any Cervelo dealer and we will replace it with the new model. (Course the new model in his case was certainly comparable.) No questions were asked. They replaced the frame quickly. He was happy he and continually sings their praises - LOUDLY - to anyone and everyone who will listen. And yes, he has definitely influenced other cyclists to purchase their product.

giant_man

That's how it should be justabikegirl, only some manufacturers won't honour warranties or support the average rider when things go wrong ......

infopete

justabikegirl wrote:

I don't know flip about any of this, but I do know that my husband had an issue with a cracked frame on his 1.5 year old Cervelo P3. There was no crash; he was just preparing to ride one morning and saw the crack. He called the company. They said take it to any Cervelo dealer and we will replace it with the new model. (Course the new model in his case was certainly comparable.) No questions were asked. They replaced the frame quickly. He was happy he and continually sings their praises - LOUDLY - to anyone and everyone who will listen. And yes, he has definitely influenced other cyclists to purchase their product.

When my first Merlin Cielo came un-glued after just 6 weeks ABG replaced it in two weeks and I couldn't sing their praise enough.

Now the bean counters have taken over, it's a different story.

grimpeur

Interestingly, my thread from 2007 about my LItespeed Tuscany frame cracking at the headtube and them taking 11 months to replace it was also locked... :?

Having said that, the Litespeed UK guy, Chris, who eventually took charge and sorted out my problem, was more than helpful and I can't fault the service from him.

infopete

grimpeur wrote:

Interestingly, my thread from 2007 about my LItespeed Tuscany frame cracking at the headtube and them taking 11 months to replace it was also locked... :?

Having said that, the Litespeed UK guy, Chris, who eventually took charge and sorted out my problem, was more than helpful and I can't fault the service from him.

The people I dealt with in Swindon for my first Merlin were very helpful but that office was closed down.

The person I started to deal with at Evans Cycles was also very helpful but they don't look after Merlin warranty.

infopete

OOOooooops I meant to ask Grimeur, did you ever find out why your thread was locked?

grimpeur

I never found out, but then again, I never asked.

I was subscribed to updates on my thread and around the time your whole ABG debacle blew up I received an automated email indicating an update to my thread. However on clicking the link I was brought to a page saying the thread no longer existed, searching for it fails to find it either.

So it might appear that when your thread was locked, someone quietly 'cleaned up' other threads relating to ABG on the forum...

dodgy

I wish BR would come clean, are we allowed to complain on these forums about ABG (or other manufacturers) or not? Is this thread at risk of being closed, if not, why were the other ones closed?

maryka

grimpeur wrote:

I never found out, but then again, I never asked.

I was subscribed to updates on my thread and around the time your whole ABG debacle blew up I received an automated email indicating an update to my thread. However on clicking the link I was brought to a page saying the thread no longer existed, searching for it fails to find it either.

So it might appear that when your thread was locked, someone quietly 'cleaned up' other threads relating to ABG on the forum...

This one? http://www.bikeradar.com/forum/viewtopic.php?t=12538098

Doesn't appear locked nor disappeared?

infopete

dodgy wrote:

I wish BR would come clean, are we allowed to complain on these forums about ABG (or other manufacturers) or not? Is this thread at risk of being closed, if not, why were the other ones closed?

When my thread was locked I received a private message from BR telling why it had happened.

At least on Bikeradar you get to stay, on SlowTwitch my account was deleted too.

Anonymous

I hope this one gets locked, then we could have a 'why did the 'why did the Merlin thread get locked' thread get locked' thread...

infopete

I have just received an email from ABG:

"The issue regarding your Merlin Cielo has been forwarded to me for resolution. As a deviation from our normal practice we will offer you two options:

1.) We will ship the frame back to you as is, with a letter stating our determination regarding the denial of the warranty claim and the fact that the frame is deemed unsafe in its current condition and therefore we will accept no liability regarding use of the frame.
2.) As a one-time consideration, we will agree to repair the frame at our cost, provided you cease the “bullying” activities that you have engaged in. You will be expected to agree to this in writing. This does not mean that we have changed our determination, but as reasonable people we are going above and beyond to attempt to satisfy you.

Please reply to this email and advise which option you would like to take. If I have not gotten a reply within the next 5 business days, the frame will be shipped back to you as is.
"

I have accepted their offer of a repair.

It's time to move on but before I do, I have to say a HUGE thank you to everyone who has supported me.

Thank you all.

Monty Dog

Seems like we're half-way to a resolution but clearly having a debate on a public forum now constitutes "bullying" - ABG should just bite their lip, suck it up but doesn't appear someone in their legal department understands the term humility.

Anonymous

Great news!!

Big keV was right when he took my dinner money, bullying does work!

On a serious note, bullying?!? WTF?!?

jonmack

NapoleonD wrote:

On a serious note, bullying?!? WTF?!?

mcj78

Glad to hear it - it such a shame you had to "bully" those "reasonable people" into repairing your apparently faulty frame... are they going to repair the mysterious "head-tube crack" too?

Best of luck!
J

infopete

NapoleonD wrote:

Great news!!

Big keV was right when he took my dinner money, bullying does work!

On a serious note, bullying?!? WTF?!?

Nap, you're only saying this because you want this thread locked.

Hoopdriver

Hmmmm... just because you have to cease and desist from bullying the nice folks at American Bicycle, does that mean everyone else has to as well? :-)

NWLondoner

Let's just hope they don't have stevie wonder as the welder


Personally could you ever put faith in the frame not suddenly giving way as you descend you favourite (and possibly last ever) hill?? :twisted:

infopete

Hoopdriver wrote:

Hmmmm... just because you have to cease and desist from bullying the nice folks at American Bicycle, does that mean everyone else has to as well? :-)

More "terms" are on their way

moonshine

i'm sorry, but there is a bit of "pot calling kettle black" here with the ABG accusation of "bullying"

Wern't ABG the ones who called the police to go around to Infopete's house to put the frighteners on him?

i'm sorry.... ABG.... Litespeed..(oops.. i meant Merlin) .. way to little.... way too late... i'll never buy a frame made / distributed by you because of this... It was all so unavoidable and unnecessary...

grimpeur

For the record I also dealt with Chris at ABG in 2008 when I had a crack in my Tuscany frame and I had no problems with the way he handled things, quite the opposite. He was the one who pushed things along and after hearing of my previous problems in obtaining a warranty replacement frame, made sure I got one as soon as possible.

So just to be fair, ABG aren't all bad. You rarely hear about it when people's warranty claims get resolved smoothly...

Allen F.

Hoopdriver

Excuse me but didn't you also say (a few posts further up) that the process took 11 months? Sure companies are made up of individuals, good and bad, but 11 months to resolve a warranty issue is not really so hot.

moonshine

infopete wrote:

As a deviation from our normal practice we will offer you two options:

what are the "normal practices"...

* deny the warranty claim; and
* call the police?

:roll:

grimpeur

Hoopdriver wrote:

Excuse me but didn't you also say (a few posts further up) that the process took 11 months? Sure companies are made up of individuals, good and bad, but 11 months to resolve a warranty issue is not really so hot.

Indeed, I got the impression that my warranty claim was not correctly handled initially along with my original frame being lost by the courier during transit to the US. However it was eventually resolved to my satisfaction and I came away with a good opinion of ABG. They did wrong initially but an appreciable effort went into making things right and I was grateful. That is the point I am trying to get across.

boblo

Serious point: Get them to confirm future warranty conditions/terms in their 'conditions'. Just to be sure....

Back to lurking.

rolf_f

NapoleonD wrote:

On a serious note, bullying?!? WTF?!?

I suspect they'd regard that as being about that unhelpful girl that caused all that harassment nonsense.

Good result though. Hopefully......

Hoopdriver

Fair enough Grimpeur. it does show the power one helpful and intelligent employee can make in turning around what could be an ugly situation. [/quote]

ct4oc

sounds like victory! hope your frame comes back as good as new and you enjoy it 8)