My Lapierre Xcontrol back from warranty job : not impressed.

Devastazione

Ok,after only 3 weeks my beloved X control 910 is back home from the warranty job on the carbon frame. Unfortunately I have to say that I'm a bit disappointed about the way LP handled the whole thing.

The frame has not been replaced,but rather some carbon fiber material has been added to the BB area where the granny wheel grinded it away. A job well done,the frame looks mint now.

On to the bad stuff :

1) The bike came back filthy !!! And by filthy I really mean it. It looked like it has been abandoned for months in a very dusty warehouse !! Rims where full of greasy touchprints too !! I mean,c'mon guys,you need to ease up a bit with that red wine and cheese !!

2) the whole frame is covered by a weird sandish patina,it looks like they worked on the carbon fiber with a sandblasting machine without covering the frame. Now I'm just guessing here,I'm no techie guy or something,the thing is that the patina is there and not even a vigorous wash was able to remove it.

3) worst of all the bridge between the forks(don't know the name in english sorry) has a really bad DENT !! I'm sorry you can't see well in my lousy cell phone pic but that's one nasty hit !! It also some marks in it that recall some sort of threads,what kind of tool has been used to hit that thing ??

4) The saddle clamp was mounted in the opposite direction and one bolt was missing......I mean...gimme a fuken break !!!!!!!!!!!!!!!!

Here,there's also a positive note : I've got a swanky Lapierre jersey for free. Pretty cool but way too tacky for my likes. I apprecciate the gesture anyway.

Is this the way they handle a top of the line bike ?? I would be curious about the lower line models :roll:

so long Lapierre.



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dan shard

Not good! Send it back with a complaint and dont accept it until its right

Valy

Damn.... that sure is shabby. Home it will be fine as far as the function goes though!

I think that thing on the fork is called "crown", not sure though.

Andy!

that is the 'bridge' of the fork as the OP said. The crown is at the top where the steerer mounts.

Looks like a tiny mark in the picture but if it is a lot more serious it could cause the casting to crack.

Daz555

Send it back and ask them to sort out their foul ups.

MountainMonster

Definitely send it back and explain that it's no way to deal with a customers bike. Full clean, and repair of all damage done is in order.

Lapierre bikes

Dear Andrea,

While we appreciate that you are upset about the perceived handling of your X-Control 910, we would have preferred that you contact us directly to attempt to resolve this problem before publicly announcing it. We would have attempted to deal with any concerns immediately.

Having carefully reviewed your complaints (we rely on your written comments as we have yet to speak with you, on internal information and that from our distributor in Italy) we have the following comments:
- We registered your warranty request on the 25/01/2011
- We received your bike on the 25/02/2011
- The frame was tested and repaired on the 25/02/11 to 28/02/2011
- We shipped the bike back on the 02/03/2011

As always, we take great care to process all requests to the utmost satisfaction of out customer by reacting quickly and effiiciently. Based on the above timeline and working within our strict quality control guidelines, we consider that your frame was repaired within the framework of our warranty policy. Moreover, since the carbon has been repaired, your frame is considered as brand new and thus the warranty remains valid as mentioned in Lapierre’s warranty policy.

Concerning your comments about the 'filthy condition ' in which you received your bike, we can only look to our pictures on file that show the bike to have been received in a less than clean state. We clean the respective area that needs be repaired and take care to remove any excess dirt that the repair may have created but do not clean the entire bike. The bike was stored in a clean area and would have been packed in a clean box. Of course we do not know to what elements the bike may have been subjected during transport, but can assure you that it would have been packed with the same care as each bike that leaves the Lapierre factory. For this reason, we are surprised about the mark on the fork crown but it must have occurred during shipping.

Like all our customer's concerns we treat warranty issues with the utmost seriousness. The jersey that is not to your taste was a thoughtful gesture from our Italian distributor: perhaps you have somebody else who might be interseted in it!

Again, we are sorry that you chose to react as you did without giving us the opportunity to address your concerns directly with you. It appears that it is too late to attempt any resolution but we would welcome the opportunity to communciate directly with you concerning this matter.

Best regards,
Lapierre team

cooldad

Reasonable response I'd say.

pastasauce

DIBS on jersey ..............

RIKO

ALWAYS contact the company first if you're unhappy with what is returned. I have to deal with warrenties as part of my job, it sounds like they've done the repair well, if as they said it was'nt clean when its returned you can't expect them to service it too. You'll always get a better job if it's clean first, be reasonable.

Anonymous

Lapierre bikes wrote:

Dear Andrea,

While we appreciate that you are upset about the perceived handling of your X-Control 910, we would have preferred that you contact us directly to attempt to resolve this problem before publicly announcing it.

That seems unreasonable. People come here to discuss all manner of bike related (and unrelated) things.
Unless you made her sign an NDA, you should accept that people will discuss things like this with their friends, and by extension on public, bike discussion forums.
If you do not want bad press about your services, don't perform shoddy services.

Briggo

Lapierre bikes wrote:

. For this reason, we are surprised about the mark on the fork crown but it must have occurred during shipping.

Best regards,
Lapierre team

Thats it try and blame someone else and why must it have occured in transport, you can without a doubt 100% prove it was not yourselves that did it can you?

The Northern Monkey

Lapierre bikes wrote:

Concerning your comments about the 'filthy condition ' in which you received your bike, we can only look to our pictures on file that show the bike to have been received in a less than clean state.

Did you also take photo's of the bike after the work was completed and before it was packaged to show that no damage was done in the workshop?

RevellRider

yeehaamcgee wrote:

Lapierre bikes wrote:

Dear Andrea,

While we appreciate that you are upset about the perceived handling of your X-Control 910, we would have preferred that you contact us directly to attempt to resolve this problem before publicly announcing it.

That seems unreasonable. People come here to discuss all manner of bike related (and unrelated) things.
Unless you made her sign an NDA, you should accept that people will discuss things like this with their friends, and by extension on public, bike discussion forums.
If you do not want bad press about your services, don't perform shoddy services.

Lapierre wasn't saying that the OP shouldn't post on forums after receiving 'bad service', more that they would of preferred it to be dealt with them directly.

I honestly think that's a pretty reasonable response from Lapierre, I'm sure most UK owners who have had to deal with a certain distributor for warranties will agree with me on that

pastey_boy

i dont like the tone of the lapierre spokesperson. comes across as snooty and condescending. thats one company i will never deal with in any capacity. a company that is known for its snapped frames should be a bit more tactful with its responses and its warranty dept should be running like a well oiled machine as it must be busy at times. trying to make a customer, who has spent a small fortune on a bike look like a liar and an idiot is not a good move. it seems your reaction is one of someone who has been provoked, you should know better. this can go one of two ways, you can either tend to your customers needs and sort it out along with an apology or you can continue to act like some corporate bully blinded by your own arrogance.

Devastazione

pastey_boy wrote:

i dont like the tone of the lapierre spokesperson. comes across as snooty and condescending. thats one company i will never deal with in any capacity. a company that is known for its snapped frames should be a bit more tactful with its responses and its warranty dept should be running like a well oiled machine as it must be busy at times. trying to make a customer, who has spent a small fortune on a bike look like a liar and an idiot is not a good move. it seems your reaction is one of someone who has been provoked, you should know better. this can go one of two ways, you can either tend to your customers needs and sort it out along with an apology or you can continue to act like some corporate bully blinded by your own arrogance.

Ditto.



I've bought a xcontrol 910 and a zesty 714 both 2010 in just 6 months,I do not expect any special treatment for this but I guess this tells a lot about my feelings and expêctations for your products,but this reply will makes me steer away from the idea of a 2012 xcontrol 910 for sure. I feel sorry for my dealer,he's a great guy,and thanks to Mr. Romano Favoino aswell for the kind jersey jesture,i should have imagined that was from him,of course. Both my dealer and mr. Favoino are proving to be top notch in their services and assistance duties and I look forward to have the pleasure to do business again with them.

Your bikes looks amazing,perform amazing and they cost top money,too bad all this is not matched by the "behind the scene" thing.
Can you guys at least tell me how come you had to disassemble the saddle (and lose one of the bolts)and how come the frame is covered with that patina? Actually no,please don't tell, I actually don' t care.
Please don't tell the bike was safely packed in it's box because it was not and by doing so you' re telling me I'm a liar.
There was no protective foam applied like you do with your new bikes but rather just some paper tape on the chainstay,obviously some leftover covering thing you've used to protect the part while working on the BB area, that's it,you did not even bother to remove it,touch of class folks,really.Just the handlebar was safely packed,even my tech guy at the shop was a bit embarrassed about this while opening the box.



Thank you for taking time to reply me,you can pm me for my phone number if you like.

Kind Regards

Andrea.

Valy

X-control 910 and Zesty 714?

I'm officially jellin'

Devastazione

To all forumers: despite my name i'm a guy,that explains my language...

Anonymous

pastey_boy wrote:

i dont like the tone of the lapierre spokesperson. comes across as snooty and condescending. thats one company i will never deal with in any capacity. a company that is known for its snapped frames should be a bit more tactful with its responses and its warranty dept should be running like a well oiled machine as it must be busy at times. trying to make a customer, who has spent a small fortune on a bike look like a liar and an idiot is not a good move. it seems your reaction is one of someone who has been provoked, you should know better. this can go one of two ways, you can either tend to your customers needs and sort it out along with an apology or you can continue to act like some corporate bully blinded by your own arrogance.

Agreed, perhaps OP should have contacted them directly first. But, at the end of the day, if you receive bad service you have a right to talk about it.

And that dose seem like quite a shity back-covering response from Lapierre. It's a £5k bike, not something costing £300!

I've always thought of Lapierre as a pretty high end brand that I'd like to own one day, now I'm not so sure. The responce from Lapierre has left a slightly bitter taste.

Devastazione

bump... 8)

Northwind

Personally I think you've got to be out of your mind to start prejudicing proceedings by blabbing on the internet before following things up with the company, once you've exhausted all possibilities then sure but what do you gain by burning any goodwill you might have and throwing away the potential threat of bad feedback? Schoolboy error.

cooldad

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

wordnumb

So Lapierre were too busy looking themselves up on the internet to clean your bike for you?

I'm all for naming and shaming crap service, but you have to be realistic in what you expect from companies and you have to give them a chance to sort out problems. That's true in any language.

Valy

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Why so srs?

Devastazione

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Nothing,I was as bored as you are,poor idiot 8)

It's ok,I'm cool with Crackpierre now,my bike is up for sale,I just want to move on and forget about this useless brand.
You see,that's the service you get with big corporations...

cooldad

Valy wrote:

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Why so srs?

srs? ?

Means?

Valy

cooldad wrote:

Valy wrote:

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Why so srs?

srs? ?

Means?

serious obv

cooldad

Devastazione wrote:

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Nothing,I was as bored as you are,poor idiot 8)

It's ok,I'm cool with Crackpierre now,my bike is up for sale,I just want to move on and forget about this useless brand.
You see,that's the service you get with big corporations...

Specialised are a boutique brand? And you call me an idiot.

Valy

I know rite. That's what I thought.

cooldad

Valy wrote:

cooldad wrote:

Valy wrote:

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Why so srs?

srs? ?

Means?

serious obv

Why so ilt?*


*illiterate, obv

Valy

cooldad wrote:

Valy wrote:

cooldad wrote:

Valy wrote:

cooldad wrote:

Devastazione wrote:

bump... 8)

And that bump achieves what except to make you look like a real d*ck?

Why so srs?

srs? ?

Means?

serious obv

Why so ilt?*


*illiterate, obv

Actually you gotta be well literate to be able to abbreviate cos u need to know wut bits to miss oot.

It's like playing a piano badly on purpose, innit?