Planet X warranty
Comments
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MountainMonster wrote: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.
I think he did..the bike was pristine as I had cleaned and inspected it prior to a big ride.
I'm a little more sympathetic..
The front mech should not come away from the frame, there is very little stress on the front mech.
The rear wheel should not be so badly built that it needs to be rebuilt to fit in the bike.
We don't know what caused the rear mech to pull in. It could have been many things:
- rear hanger getting bent in transit
- wheel not properly seated in the drops
but it could also be faults with the frame, assembly etc which caused it. The OP has not been clear and if he intends to sue - he should not present the arguments of his case on a public forum.
personally if a 2k bike needed the rear wheel re-built and a mech re-glued, I would reject on the basis of no confidence in the sellers PDI process. I'd also be suspicious that there was a frame fault and the adjustments to the wheel were to compensate for the frame issue.0 -
diy wrote:MountainMonster wrote: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.
I think he did..the bike was pristine as I had cleaned and inspected it prior to a big ride.
Which post is that in? I can't seem to find it.
I'm still hung up on the fact he acknowledged the wheel was not sitting in the frame properly, but chose not to get it returned off that basis. That will be exactly why this all has happened, as many of us have been saying.0 -
1st post, 2nd main para, 2nd sentence.
With regard to the consequential damages caused by potential user error. (not being sure the wheel was sitting properly due to a possible frame issue) It does not materially impact the basis of his claim, if the primary issue was a fault.0 -
diy wrote:1st post, 2nd main para, 2nd sentence.
With regard to the consequential damages caused by potential user error. (not being sure the wheel was sitting properly due to a possible frame issue) It does not materially impact the basis of his claim, if the primary issue was a fault.
Thanks for pointing that part out, was struggling to find it! I have had a few frames where it is hard to get the wheel to sit properly in the frame, and can take a bit of wiggling to get it in there correctly, and the QR must be done up tightly to hold it. That is hardly a frame fault, but if I didn't follow that process I would have ended up with damage as well. Surely the customer has duty of care to install the items properly and not pass all the blame onto the manufacturer. People seem to want to pass blame these days and take none for themselves, even if it is something they could have fixed. FYI I am not saying this is definitely the case with this topic, but it is very possible.0 -
So what you are saying is that after spending cold hard cash for a bike to be built and delivered the customer should not trust said mech? So they should pay extra for further checking just in case some incompetent mech didnt do their job properly, if you refuse to do this its your own fault not said company for selling/building faulty goods?
Do you buy a new car and then straight take it to another garage for a service inspection?
How very odd.0 -
leodis75 wrote:So what you are saying is that after spending cold hard cash for a bike to be built and delivered the customer should not trust said mech? So they should pay extra for further checking just in case some incompetent mech didnt do their job properly, if you refuse to do this its your own fault not said company for selling/building faulty goods?
Do you buy a new car and then straight take it to another garage for a service inspection?
How very odd.
In no way am I implying that. What I am saying is that if something is posted to me in the mail, which is expensive, you also need to realise things get knocked when they are in transit. If you have had multiple problems with an organisation for whatever reason, and you choose not to check it over (if you are competent) or have it checked it over, you are a bit silly. It also states very clearly in the delivery log of mail order bikes to either check things over yourself, or have a professional check them over. You are also missing the point that the wheels do not come attached to the bike when you get them, so if you have problems 3 times with the wheels not sitting properly in the frame when you get it back there are only two options of why it isn't working properly. 1. User error and he is partly to blame or 2. the frame is faulty.
The car argument is a bit irrelevant, as it isn't delivered to you in a box by a company which is known for just throwing packages around to save time.0 -
Could also be a faulty hub, poorly tightened mech or mech hanger, frame alignment, loose jockeys etc.
IMO the user should be able to assemble as per the instructions, test and use. If during his test the bike suffers a failure due to a fault/damage etc. which he did not easily spot then no he is not responsible for the consequential damages as a result of the failure.
User is responsible for re-assembly and to check the bike over to be sure the re-assembly is correct - he should not be expected to double check the PDI. Now we all know that is good practice to thoroughly inspect everything from a safety point of view, just as it may be a good idea to electrically test any new appliance.
The problem with cycling is we are very accepting of delicate components which we buy in the belief they will give us go faster stripes. Unlike components used for professional teams these products must be fit for purpose and of reasonable quality. A distance seller has an obligation to ensure his product is delivered in a fit state. If bikes keep getting damaged in transit due to bangs an knocks then the packaging/delivery needs re-thinking.0 -
Remember when I said the following:@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.
The OP is not a mechanic and can't guarantee that the issue wasn't due to the above. At first I actually had a bit of sympathy for him and was simply presenting the counterpoint (I hate not having both sides to a story), but after his PM I can confidently say that he is the type of man to overreact when challenged, which leads me to believe that we don't have all the facts.English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg0 -
Grill wrote:Remember when I said the following:@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.
The OP is not a mechanic and can't guarantee that the issue wasn't due to the above. At first I actually had a bit of sympathy for him and was simply presenting the counterpoint (I hate not having both sides to a story), but after his PM I can confidently say that he is the type of man to overreact when challenged, which leads me to believe that we don't have all the facts.
Which just brings us back to the point that MountainMonster made about people joining forums to complain about services. Ultimately, as nobody has any idea what the complainant is actually like as an individual, it is often impossible to judge the situation without the input from otherside as well.
To some extent, the trigger happy mods might do better at locking first time poster rants than the threads they actually do lock or delete!Faster than a tent.......0 -
Nothing to see here0
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Grill wrote:Remember when I said the following:@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.
The OP is not a mechanic and can't guarantee that the issue wasn't due to the above. At first I actually had a bit of sympathy for him and was simply presenting the counterpoint (I hate not having both sides to a story), but after his PM I can confidently say that he is the type of man to overreact when challenged, which leads me to believe that we don't have all the facts.
I always assume that with first time poster rants. Interesting end. He got very defensive at the very mention of it being his fault, and if that is how he reacts with companies when trying to get things sorted its no wonder no one is showing him sympathy.0 -
He's not one of these who PM you abuse when you disagree is he?Grill wrote:Remember when I said the following:@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.
The OP is not a mechanic and can't guarantee that the issue wasn't due to the above. At first I actually had a bit of sympathy for him and was simply presenting the counterpoint (I hate not having both sides to a story), but after his PM I can confidently say that he is the type of man to overreact when challenged, which leads me to believe that we don't have all the facts.0 -
Yup. I seem to get a lot of them. Not sure I understand the logic behind it...English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg0
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Haha says it all if you get a lot of them doesn't it?? It was hardly abuse - I told you to read the thread properly as among other mistakes you implied I'd built the bike in the first place.
Hell I even made a joke at the end...
Just for the record this is not simply a whinge at PX, people at work have PXs and were part of the recommendation that led to a decision I mulled over for months. I welcome the positive comments about others experience as it gives me some reassurance I didn't make a stupid choice! There are other minor issues that I've had that I've not mentioned.
There are some comments which seem to suggest as there's a string of problems that makes it more likely an issue with user that I don't get. I've ridden other bikes for years and years and rarely had an issue - my faithful old cube took a car door off and is still running ok. My point is doesn't seem a bit of a coincedence to have fairly severe failures within 4 months of having it?
I realise I'm an unknown - I'm not claiming to be an expert mechanic but I'm more experienced than most - I wouldn't be so adamant about it had I not thoroughly checked the bike after receiving it back. If you read the OP I also mention had it been a one off I could have lived with it being a mistake on my part.
The fact I'm willing to cover some of the cost of replacement is in my eyes a decent enough compromise given the circumstances.
If someone answered the phone or someone picked up the phone from there to have a proper conversation about it I'd be a lot more positive even if the bike had let me down.
Part of the reason I don't post is because you get hypocrites who immediately assume I must be at fault without knowing all the facts. I was looking for similar experience or advice not a judge and jury!!! Thanks to all those that have listened with reason!0 -
I never implied such a thing. My misinterpreted statement had to do with the wheel no sitting properly. If the rear wheel sat crooked in the dropouts I don't see how you didn't have any indexing issues. I certainly wouldn't ride a bike if the rear wheel wasn't straight... My comments all stand.
Trying to pass off a sardonic remark as a joke just speaks to your level of comprehension.
There are two sides mi amigo. If they're at fault then I hope they do right, but you'll have to excuse me if I remain skeptical.English Cycles V3 | Cervelo P5 | Cervelo T4 | Trek Domane Koppenberg0 -
This is tiring now... Original point says if wheel had just slipped once I could have lived with it being my mistake - after it happened a third time and the issue with front mech I returned it straight away??? No more comments...0
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I'm no Planet X fan but I can see why they have an issue with replacing bits under warranty. A rear mech into spoke event is often either set-up or user error (limit screws not done correctly, chain too short for a big-big combo, damage to mech hanger, damage to chain). I actually had something similar happen on a new bike a couple of weeks into ownership, I was lucky and just needed a new mech hanger & chain (although the rear mech has never been quite the same since...). I still don't know what caused it as I'm sure it was set-up right, suspect a bit of gravel got caught in the chain (was riding on a gravelly road at the time). I certainly didn't think it was a a warranty issue though - although if the frame had previously had an alignment and front mech bonding issue I'd probably have been a fair bit more upset...0
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http://www.planetx.co.uk/help/n2a-safety-advisory-notice
Andycov
Just read your thread. See above link. I've been having similar problems with my bike. Are you aware that PX have just created a product recall for the N2a rear hanger problem you have highlighted in your thread. They have admitted liability for a faililure in the rear hanger which allows the rear wheel to move and make contact with the frame. Happy days - you need to contact them if you do not receive an email.
Regards0 -
Looks like you were right all along Andycov
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While I'm sure he'd appreciate it, I don't think he's coming backHis profile wrote:Joined:
Tue Aug 27, 2013 12:55 pm
Last visited:
Thu Aug 29, 2013 9:13 pm0 -
Joins forum to moan about brand. Moans. Never comes back...zZz0
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Yes to be fair I've not posted again but that is because I was amazed by the amount of people ready to jump all over me when I was really at my wits end and looking for help. Unbelievable that 2 years later they admit to a fundamental issue!! The next battle starts now to see if they'll refund me the £400 I paid towards new frame and rear mech!
After I had the new frame tho I continued to have loads of issues - snapped spokes, issue with seat clamp the list went on - I have to be fair tho and say that after I really threw my toys out the pram(!!) the CEO personally got in touch and sorted me out with an upgraded frame and bike fit in Sheffield so kudos to him but the catalogue of problems was pretty endless when I wrote it all out!
I hope no one had any serious accidents as a result0 -
Planet X.....you get what you pay for.......
Yes they offer cheap/value bikes, BUT they just import off the pegs frames from China which are then built up in Rotherham.
They don't have the same level of design, quality control or support you would expect from a bigger brand. Yes you will pay more for a better known brand, but you do tend to get a better product.
Also, if you buy direct from Planet X you are at their mercy when it goes wrong. Personally, in the main I would always choose a retailer with a better reputation. Also, if you buy a branded bike from a shop you also have an option to get the manufacturer involved.
Old but true........buy cheap, buy twice.0 -
Planet X are a shocking company to deal with. I've had no end of trouble and vowed never to go near them again. You absolutely get what you pay for.0
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I have a pair of wheels built by Planet X... long story how I got them, anyway... they are pretty good quality and the build is spot on
I bought a carbon fork from Planet X... never given me any grief, unlike the one it replaced ( a Genesis one)
In short, I've never had a problem with any of their branded stuff
If I was after a bike, I'd probably get a planet x oneleft the forum March 20230 -
I have a pair of wheels built by Planet X... long story how I got them, anyway... they are pretty good quality and the build is spot on
I bought a carbon fork from Planet X... never given me any grief, unlike the one it replaced ( a Genesis one)
In short, I've never had a problem with any of their branded stuff
If I was after a bike, I'd probably get a planet x one
It's not THAT long a story but they seemed fine to me.
Ditto my XLS, which has been flawless (I've even fallen off it twice and it's not suffered any mechanical issues)
Ditto everything I've ever ordered from them from tyres, to clothing to lights.My blog: http://www.roubaixcycling.cc (kit reviews and other musings)
https://twitter.com/roubaixcc
Facebook? No. Just say no.0 -
ouch0
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[url=http://www.bikeradar.com/forums/viewtopic.php?p=19750875#p19750875]AllezAllezAllez[/url] wrote:Planet X.....you get what you pay for.......
Yes they offer cheap/value bikes, BUT they just import off the pegs frames from China which are then built up in Rotherham.
They don't have the same level of design, quality control or support you would expect from a bigger brand. Yes you will pay more for a better known brand, but you do tend to get a better product.
Also, if you buy direct from Planet X you are at their mercy when it goes wrong. Personally, in the main I would always choose a retailer with a better reputation. Also, if you buy a branded bike from a shop you also have an option to get the manufacturer involved.
Old but true........buy cheap, buy twice.
Utter bollocks
Have had a few bikes over the years and my latest is a planet x rt90. Service and bike were excellent.
The so called frames you describe have had excellent reviews. Why ride a more expensive lower spec bike if the frame and/or ride quality e is the same anyway? I'm sorry the the engineered bikes you describe with noticeable improvements are well above £2000+ to start and are in the main chucked out like all the others from the same factories.
And really... Is there's such a difference? In my experience, no, not really if my trip out on Sunday is 1 second faster becuase I bought a £10k uber bike and I was impressed with that, then I have serious issues and questions over my sanity!!
So far planet x have been great and things I have bought from them have done the job. The RT 90 cocmp is a joy to ride, the frame, fantastic and light.0 -
[url=http://www.bikeradar.com/forums/viewtopic.php?p=19750875#p19750875]AllezAllezAllez[/url] wrote:Planet X.....you get what you pay for.......
Yes they offer cheap/value bikes, BUT they just import off the pegs frames from China which are then built up in Rotherham.
They don't have the same level of design, quality control or support you would expect from a bigger brand. Yes you will pay more for a better known brand, but you do tend to get a better product.
Also, if you buy direct from Planet X you are at their mercy when it goes wrong. Personally, in the main I would always choose a retailer with a better reputation. Also, if you buy a branded bike from a shop you also have an option to get the manufacturer involved.
Old but true........buy cheap, buy twice.
Utter ****
Have had a few bikes over the years and my latest is a planet x rt90. Service and bike were excellent.
The so called frames you describe have had excellent reviews. Why ride a more expensive lower spec bike if the frame and/or ride quality e is the same anyway? I'm sorry the the engineered bikes you describe with noticeable improvements are well above £2000+ to start and are in the main chucked out like all the others from the same factories.
And really... Is there's such a difference? In my experience, no, not really if my trip out on Sunday is 1 second faster becuase I bought a £10k uber bike and I was impressed with that, then I have serious issues and questions over my sanity!!
So far planet x have been great and things I have bought from them have done the job. The RT 90 cocmp is a joy to ride, the frame, fantastic and light.
The bikes are great until something goes wrong, that's when the difficulties begin. I hope yours stays intact and you remain happy, there are many many people who were not as fortunate.0 -
The bikes are great until something goes wrong, that's when the difficulties begin. I hope yours stays intact and you remain happy, there are many many people who were not as fortunate.
Maybe it's just me, but...
If you are not a DIY person, you should not buy a bike online. There are bike shops: they cost a bit more, they offer better after sale care. Any little glitch, rattlings, creakings, knockings, you refer to the shop.
Most people complain about problems that a DIY person can fix in 5 minutes at home with a set of allen keys.
Returning a bike costs money, either way... if you want to make money selling bikes online, you need to be a bit careful about what you take back and what you don't. If you take in anything that has an alleged problem, then you will go bust in no time.
I am fairly confident if something is broken, PX will replace it, like any other dealer. They might kick a bit of a fuss if you want to return a bike because after 500 miles the gear don't index correctly, which is perfectly understandable.
The bottom line is: if you want service and after sale care, go to a decent bike shopleft the forum March 20230
