Planet X warranty
Comments
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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 shop
No, consumers in this country have rights whether they buy online or at their LBS. I agree the reality will be different but buying online should not mean your forfeit those rights. Unless you buy from Planet X of course and then it seems to be a forgone conclusion.0 -
No, consumers in this country have rights whether they buy online or at their LBS. I agree the reality will be different but buying online should not mean your forfeit those rights. Unless you buy from Planet X of course and then it seems to be a forgone conclusion.
I might be wrong, but I belive that you can't tick all the following boxes at the same time and turn a profit
1) Offer the same quality at a discounted price all year round
2) Offer impeccable customer service and comply with all the legislation on consumers rights
3) Offer competitive contracts to your employees, living wage to unqualified staff and long term contracts with benefits to qualified staff.
One of the three has to give, in a globally competitive market. If I had to choose, I'd give a bit on the second, I always put the staff before the customers, as the former need to make a living in the job and the latter are spending disposable income.
I have returned stuff to Planet X when I was sent the wrong items and I've never had a problem with that. Admittedly at the time they had a bunch of muppets in the warehouse (as dave himself admitted) but I belive this is no longer the case.
People moan about Wiggle, about Planet X and about the best part of online retailers, yet they keep buying because it's cheap... and only because it's cheap.
I am not aware of anybody being prepared to pay full RRP online in return for impeccable customer service, unless there is no other optionleft the forum March 20230 -
I think Dave has moved on now - like I say in the end he personally sorted it and out and couldn't have been nicer but it shouldn't take a CEO to sort out the problem and is probably reflective of what was a list of problems. Brant, one of the head designers was also brilliant - think I was pretty unlucky - this was never a PX bashing post and I have friends who love their PX it's part of the reason why I got them - people will always be swayed by what appears to be excellent value. As previous posters have pointed out it seems the after sales isn't that great - a staff member telling me to just tighten my clamp on carbon seat post as tight as I can is good example. Possibly victim of their own success and demand.
I'm obviously pretty miffed that after some pretty major arguments with their mechanic they have admitted a fundamental issue 2 years later. Time will tell if they refund me the amount I paid out for replacement frame and mech - I'll let you know!0 -
this has been an issue for some time. I bought my n2a in Nov 2012 and had recurrent episodes of rear wheel slippage which damaged the rear seat stay. Planet x replaced by N2a frame in summer 2014 following a series of emails. Initial offer was for a new set of QR skewers, then a £100 gift voucher then a new frame with a new hanger.
I thought that was it sorted until the wheel came loose again this summer with the new improved hanger in place.
I now have a third hanger that has been supplied following the safety alert - doesn't appear to be a whole lot different from the second one that let the wheel slip.
Not sure i can trust this bike on steep inclines. Also re sale value affected by this safety issue.
I feel the angle of the drop outs is a fundamental issue in allowing the wheel to slip forward and the only solution is for planet x to recall all the n2a models and replace with alternative model. IS this unrealistic?0 -
I was toying with buying a planet x bike - but this has put me off - will look elsewhere now.
With the best will in the world these things will happen - However the attitude of planet x in this example stinks ...they should at least try and work with you to come up with a solution.0 -
Most of the minor setup tweaks are not faults that would be covered by consumer law though......
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 shop
No, consumers in this country have rights whether they buy online or at their LBS. I agree the reality will be different but buying online should not mean your forfeit those rights. Unless you buy from Planet X of course and then it seems to be a forgone conclusion.Currently riding a Whyte T130C, X0 drivetrain, Magura Trail brakes converted to mixed wheel size (homebuilt wheels) with 140mm Fox 34 Rhythm and RP23 suspension. 12.2Kg.0 -
Maybe it's just me, but...
If you are not a DIY person, you should not buy a bike online.
this is correct, just the hassle of swopping a stem or indexing gears, setting up brakes, all things a decent LBS would do for nothing on a new bike within the first few weeks, just cant be done by even the best of online shops.
i ve always found PX to be very good, no problems with returns or buying advice.0 -
Maybe it's just me, but...
If you are not a DIY person, you should not buy a bike online.
this is correct, just the hassle of swopping a stem or indexing gears, setting up brakes, all things a decent LBS would do for nothing on a new bike within the first few weeks, just cant be done by even the best of online shops.
i ve always found PX to be very good, no problems with returns or buying advice.
Even if this is broadly true it's really not a very relevant observation in the context of this thread, and the OP's problem bike. The problem here, as now acknowledged by PX (http://www.planetx.co.uk/help/n2a-safety-advisory-notice?source=affwin&awc=6502_1450353065_fb05309bde02b0511956a4980d4b544a&utm_source=affiliatewindow) , is an inherent design/manufacturing fault with the mech hanger causing the rear wheel to become loose in use, and therefore obviously a danger to the rider.
I think anyone would agree that identifying the problem, then designing and manufacturing a new mech hanger could hardly be considered to fall under the heading of "DIY skills", or something that could be rectified at home in 5 minutes with a set of allen keys...
While I'm on the subject I have to say that I'm struck by the stark contrast in Ugo's attitude to customer service in this thread viewtopic.php?f=40013&t=13039898, where after 8000 miles the consumer received a no quibble replacement wheel, and here where 2 years down the line and after a huge amount of haggling with PX, the OP is still out of pocket over a problem that PX now acknowledge to be of their making.
Maybe it's just me, but the two views he espouses seem very much at odds with each other... Have a read and make of this what you will.
CAN SOMEONE PLEASE TELL ME WHO IS DELETING MY POSTS AND WHY ? ALL THAT I'VE RAISED HERE ARE PERFECTLY LEGITIMATE POINTS.0
