Planet X warranty

Andycov

Hi all,

Just wondering if anyone else has had similar probs or can offer any advice as I'm pretty distraught righty now!!

After being involved in a serious crash and receiving some money as result of an accident claim I had the tough decision of where to part with c2k - more money than I ever imagined I'd spend on a bike when I have 2 young kids!! I plumped for a PX n2a and its been the worst decision I've ever made. I had some serious initial probs with rear wheel not appearing to sit straight in the drop outs and the back wheel actually coming loose while riding a couple of times - the front mech then also came away from the frame without warning?! I returned the bike expecting a new frame but instead they'd bonded the mech on and tried and dished the back wheel. Just 3 weeks later I set off to the etape Mercia and as I'm setting off from a junction there's a grinding and suddenly the back wheels locks and an awful noise. On inspection the rear mech has ended up in the spokes and twisted round the cassette taking chunks out of the rear stays as well.

On returning to PX again I received a blunt email saying there was damage to rear mech which meant it had gone into the spokes and is therefore accidental damage - not covered. Now I've been riding for several years on different bikes and know 100% there was no issue with the rear mech when I set off - the bike was pristine as I had cleaned and inspected it prior to a big ride. All damage to the mech was caused when it ended up in the spokes. After finally getting thru on the phone the mechanic couldn't have been more unhelpful essentially suggesting I was lying and must have banged or knocked the mech at some point... I can't believe how unhelpful they have been - I've only had the bike 4 months in all.

would welcome comments if anyone has had any similar experience or advice - I've spoken with my solicitor already who suggests there's a case of claiming under sale of goods act with the bike not fit for purpose. I'm at my wits end and can't believe potentially looking at writing off over £2k with probably never having the opportunity to spend that kind of money on a bike ever again. Apologies for such a long post!!!

jamiekavanagh

Sorry to hear about your experience with Planet X, their customer service does leave a lot to be desired. Although my experience is nowhere near as harsh as yours, I tried getting some after-sales service for my noisy RT-57 and have basically been ignored. Not a positive experience. I have emailed them a couple of times through their site and called them once only to be put on hold and dropped.

Fortunately, I solved the problem with the rattling myself, but the poor service left me saving for a Bianchi Sempre Pro and impatient to leave this bike behind even though it's a pretty good machine.

You will have a case against them as the build was obviously not fit for purpose. Proving it however may be a challenge given the nature of the damage and the many ways you could suffer it. Might be worth letting them know you're taking legal advice and give them the opportunity to make good before spending more money on a lawyer though...

cougie

Never had a problem with my N2A or Planet X. Could one of your kids have kicked the rear mech in a fit of pique at not getting a bigger share of your pay out ?

I dont understand the bit about writing off 2 grand - ok the frame and wheel might be knackered - but the rest of the groupset is OK ?

To be fair to PX - it could be that you hadnt put the wheel back on properly and thats what caused the damage.
What are you saying happened to cause the mech to go into the wheel ?

hughes538

I also had the same problem with a Ribble sportive bike, the rear mech never seemed right and I contacted Ribble. The had said that after using it the cable stretches so recommended it may need looked at by a LBS. I had it looked at twice and then I was out one day and the wheel locked up shearing the mech off and it went through the wheel.

Ribble accepted no responsibility for the mech even though it never worked correctly from day one, I spent a few weeks emailing various members of their staff and asked for the manager to call me and I was politely told "hard luck". They said it was an indexing issue and I must not have maintained the bike in the correct way. Eventually I let it go as I was getting no where and paid myself to have it replaced in chain reaction. When the mechanic looked at it he said that it seemed like it was damaged initially but he couldnt say for certain as it went through the spokes.

After having the new mech fitted I never had any bother.

My advice would be to let it go as it only causes undue stress and I cannot speak for Planet X but Ribble seemed to have an excuse for everything so you will not get anywhere with it

diamonddog

Sorry to here about your problems, I have never had any issues with my PX build or PX customer service TBH.
If your solicitor says you have a case then let him pursue it for you. Good luck.

Grill

At any point did you have your LBS inspect the bike? There's no way for any of us to say who is in the wrong as there are always mitigating circumstances in these sort of situations.

mpatts

twitter is your friend.

wheelie-bin

I had all sorts of bother in the 2 months or so I owned my planet X RT58;

Cracked frame (before I had even ridden it)
Snapped spokes on their AL30s
2 sets of their own brand tyres
1 set of incorrect replacement tyres
And to top it off their customer service was woeful

I've since built a Boardman team carbon with 11sp Campag chorus and Zonda wheelset and miss my planet x... like a hole in the head

supermurph09

Why do people join a forum to put the boot in? Always smells a bit fishy imo.

VeloPeo

Had a similar experience with them with a Shimano RS80 front wheel issue.

Their customer service was diabolical - won't touch them again

Andycov

Thanks for the replies - certainly common theme of poor service. I get the feeling they're a victim of their own success and have maybe grown to fast. It doesn't seem to matter when I call you just can't get through! Ive had other messages that indicate similar problems with front mech in the n2a.

Fair point I'm not actually writing off the full cost but its still a lot of money that I haven't got! What infuriated me the most was a blunt email just saying there is damage on the outside of the mech therefore I 'must' have damaged it prior to the problem... Not thinking actually the damage was caused when the mech went into spokes. I'm no beginner and know 100% there was no issue with the mech when u set off - I haven't made any kind attempt at adjusting gears as had only had it back from them fully set up 3 weeks ago. I guess though its hard to prove that but equally they can't prove there was prior damage. I have a photo of bike night before which although not conclusive doesn't show any obvious issues with mech.

I just don't understand why they're being so stubborn on this - I've sent a long winded non raging email listing all of the issues I've had and that if they don't replace the frame ill claim for a full refund under the sale of goods act as the bike I'd clearly not fit for purpose. I'm certainly not simply letting if go just to avoid a bit of stress!!

Don't get me wrong I'm pessimistic so I wouldn't be surprised if I get no where but I know this an issue with the bike and I will be standing my ground on this one until the bitter end!

Grill

VeloPeo wrote:

Had a similar experience with them with a Shimano RS80 front wheel issue.

Their customer service was diabolical - won't touch them again

Shimano or Madison?

@OP- It's quite common for mech hangers to become bent during transit so just taking it out of the box and riding without properly making sure the gears were indexed, limit screws set, and hanger was straight is your bad. Hangers are designed to break, but they don't just do it willy-nilly.

apriliarider

Did you pay on a credit card ??

If so speak to your credit card company and raise a section 75 refund claim - your burden of proof will be to the credit card issuer (it sounds like you have a lot) - if successful, they will then refund your credit card directly and either claw back the money directly with Planet X or write it off (neither of which will be your problem).

This is one reason why I buy all large purchases on a cc for the extra protection it gives you.

Cheers

MW

diy

Just reject the bike as being faulty and demand a refund. You are under the magic 6 months so if you decide to take them to the small claims court for your money - it will be up to them to prove it was damaged and not faulty. The fact that you allowed them to make repairs and there have been multiple failure will help. They wont want to take a day in the small claims court to defend this.

They will be trying to drag you over 6 months - standard retailer tactic which means the burden of proof for faults will be on you.

Rejection template letter here.
http://www.which.co.uk/consumer-rights/ ... s-faulty-/

If the letter doesn't work send them a letter before action:
http://www.which.co.uk/consumer-rights/ ... urt-claim/
though you don't need the stuff about pre-action protocol, just state how much you will sue for + court costs (£120 + £100 from memory) give them 7 days to pay.

If that doesn't work issue a money claim via the county court fast track service.
https://www.moneyclaim.gov.uk/web/mcol/welcome

don't delay.

gabriel959

AS diy says its under 6 months so it is up to them to prove you did something wrong. As it stands I have only had decent service from Planet X but what it has happened to you doesn't sound right.

Andycov

Thanks all for the input and some really useful content thanks DIY. Will let u know how I get on

Andycov

Ok so they've come back again now saying its impossible that what happened is due to a manafacturing fault, although they do admit potentially could have been a set up issue (but in this case would have happened 1st time I rode it after getting it back which it didn't). They have though offered 50% discount and no charge for the work carried out.

This is tempting and I think most people will recommend to just take them up but a) ill still have trouble coming up with the £500 to fix and b) I have zero faith in their frames now and c) I'm so sure that there was no issue with the hanger/mech when I set off.

What to do!!!

cougie

Andy - there's 1000s of PX frames out there. I've two and had zero problems. I know lots of pals who have them too and their bikes are fine - so that should reassure you.

I'm still not sure you've been able to explain what it was that went wrong with the frame to make the gears go into the wheel ? Its easy to put the rear mech into the wheel if you set it up wrong though, or possibly if you've not tightened the wheel enough ?

VeloPeo

Grill wrote:

VeloPeo wrote:

Had a similar experience with them with a Shimano RS80 front wheel issue.

Their customer service was diabolical - won't touch them again

Shimano or Madison?

Planet X who it was originally purchased from

Andycov wrote:

Ok so they've come back again now saying its impossible that what happened is due to a manafacturing fault

Exactly the line they took with me - stuck to it being "crash damage" where there was no evidence to back it up (as it wasn't). Eventually settled for a slightly discounted replacement but spent lots of time and energy having to constantly contact them when they refused to return calls or phone back when they said they would.

They are their own worst enemies as the more people they piss off, the less people will spend money with them.

Andycov

Well yeh I'm not 100% what happened - I am as sure as I can be that the wheel and everything was set up ok. Part of my concern is that I'd previously had a problem where the back wheel came out of the drop outs while riding - once I could live with mistake on my part but it happened 3 times - each time as I was trying to put a bit of power down.. In further inspection I could see that the back wheel didn't sit perfectly in the drop outs - this all happened at the same time as the front mech coming away from the frame (not an isolated prob in this frame).

In hindsight I think PX should have replaced the frame at that point but I accepted their repair attempt in goodwill.

ManOfKent

On the subject of Planet X customer service...

I bought two items of clothing from them a couple of months ago, following their sizing guide carefully (because I'm usually between sizes). Both items were way too big for me. My first email was apparently "accidentally deleted", my second completely ignored. I've kept the kit because it was cheap and sending it back was too much hassle, frankly; I know plenty of people who I could give it to instead. But I'd be very hesitant to buy anything else from Planet X knowing that if there's a problem, they're 200 miles away and quite likely to ignore me. Stories like the OP's tend to reinforce that opinion.

notsoblue

My experience with PX has been pretty positive, replacing a cracked FSA BB was pretty painless.

Have you phoned them or just sent emails?

diy

Andycov wrote:

In hindsight I think PX should have replaced the frame at that point but I accepted their repair attempt in goodwill.

Allowing them to go ahead with the repair does not remove your right to reject if the repair is unsatisfactory. Reject their offer - maybe, maybe if you feel like it counter offer (without prejudice) and threaten the next step being legal action.

Andycov

So PX had offered the parts for £450 and the labour for free.
As this is just they're standard crash replacement and the same outcome had I deliberately ridden headlong into a wall it's totally unacceptable!

After a lot of deliberation though I have made a counter offer of £250 for the new frame and mech with the condition they just send all the parts and ill build the bike myself. At least this way I have full responsibility of how the bike is put together.

I'm slightly loathe to making this compromise as I'm fairly confident of getting a successful outcome via the courts due to the number of severe problems I have had in such a short space of time.. But having been through the rigmarole of an 18 month personal accident claim before I just want a swift resolution to it all and get back on the road.

I'm even considering just selling it on once its built - our company is now eligible for the new cycle to work scheme where u can spend upto £2k so could get decent discount on a new bike. The whole experience has been shocking - there's more than mentioned here already with poor service - what they maybe fail to realise is knock impact - there's maybe 15-20 regular cyclists where I work who would be keen to take advantage of cycle to work - instead of recommending PX obviously I will be actively dissuading people from considering them!!

Grill

Are you sure you want to build it yourself considering what happened...

diy

If you are not happy with a counter offer then don't make one. The small claim court is very easy. It will be a nice day out - take some sandwiches. It wont take more than 4-5 months tops and you'll be in court less than an hour.

besides you are not even that far in the process. Normally retailers cave when they get the summons. You haven't even issued a letter before action.

Retailers tend to behave when they can send the faulty part back to the manufacturer, but if this is an assembly/pdi problem then that is down to them. They aren't going to bend over backwards if its their own money. Simple business.

If you do the build yourself then you lose all future rights to claim their is a problem. Nothing to stop them sending you another junk frame and then claiming you bent it when you built it.

MountainMonster

Im always very wary of people who join forums to complain about a company, and not getting what they want. Given what has happened already it could well be that the damage was self inflicted, you simply put the wheel in wrong or something. Ihave had many frames where I thought the wheel did not sit properly only to realise you have to make it sit properly. Which could take a few wiggles.

Andycov

Very funny grill... The problems happened because of faulty parts!!

Not so funny mountain - I was looking for honest opinions and advice from any similar experience not just to get at PX - isn't this the idea of forums?? Clearly you've not read the whole thread - I'm more than aware of how a wheel should sit cheers... Just assuming its my fault without listening? Hang on a minute u sound like u must work for PX... :roll:

Grill

Andycov wrote:

Very funny grill... The problems happened because of faulty parts!!

It's not meant as a joke, and your continued insistence that everything is faulty reeks of passing the buck. As I said earlier, you never had a mechanic check the indexing/limits/hanger. You just shoved it all together and prayed. Throwing a Hail Mary like that and not accepting any responsibility for the outcome is shameful.

tim_wand

I must have had over 20 bikes or frames off Planet X since they formed in the 90's , including On Ones.

I always have a Pro Carbon Sl , A kaffenbach and an In bred in My fleet of bikes, find that having at least those 3 covers most of my riding.

I picked up a Pro Carbon Sl frame to build up this Summer (I would estimate probably my 5th one), I decided this time I wanted a Guru Blue one rather than the black I usually go for.

Long story short, Website showed stock. Drove up to Magna on a Saturday (Not best day to choose) no stock in store as its all in the bonded warehouse in Barnsley.

Now to be fair the error was mine for not ringing ahead and arriving on the busiest day of trading.

Out come , Same frame in Fine Line, Free Seat Post, Free Headset and Fitting, Free Stem.

IMO that's good service, and IME ( 15 years plus) of dealing with PX nothing but positive.

MountainMonster

Andycov wrote:

Very funny grill... The problems happened because of faulty parts!!

Not so funny mountain - I was looking for honest opinions and advice from any similar experience not just to get at PX - isn't this the idea of forums?? Clearly you've not read the whole thread - I'm more than aware of how a wheel should sit cheers... Just assuming its my fault without listening? Hang on a minute u sound like u must work for PX... :roll:

I have read the whole thread.

Not once have you mentioned that you checked the bike over upon receipt from the repairs to ensure they were satisfactory, and that things were set up properly. Things get damaged in transit, and not checking things when you receive them is simply astonishing. On top of that, you have not confirmed you brought the bike in to a mechanic to have checked out. I'm sure you're "more than aware" of how a wheel should sit in drop outs, but it is possible that it didn't sit properly, the cassette was at an angle and caused the chain to pull the derailleur in a strange way, leading to it entering the wheel. That would have been confirmed if you had checked.

Then you also seem to be acutely allergic to any idea that this could have been either full or part fault of yourself. Are you also one of those people who drop mobile phones and bring them back saying that are faulty? All i'm saying is that not everything is faulty, and if Planet X have done repairs, and you're now on your third item, maybe, quite possibly, there is some user error involved in this long process? If you hadn't only joined this forum to have a moan I would be looking at things a bit differently, but joining a forum just to berate a company is of poor taste IMO.