[Closed] Amusing On-one customer service emails

I've got a spare top-cap you can have.

🙂

This forum has done a good job of putting me off using PX or On One for anything, seems like we see way too many threads like this.

I've got a spare top-cap you can have

Don't come to me with solutions. 😆

(thanks, email in profile, I can PP you some postage if required 8) )

That delay in the missing parts arriving will probable double the "life" of the Smoothie Mixer.

Doh, thanks BigDummy, but its part of the headset thats missing (top bearing cover thing), not the pre-load top cap.

Maybe someone with a smoothie mixer that rusted and turned to dust, then got it replaced by Brant has a spare top cover thing and taper crown race lying around...?

Jeez, agree with the above, far too many nightmare stories for me. I wont be ordering from PX again. I understand they are busy and isolated cases etc. etc. but there are far too many instances of things going wrong. The making of a good company is not what they sell, or how much they charge. Its how they deal with things when it goes wrong.

Good luck mrjmt, i have a feeling this is not the final chapter in the story.

Just to add a bit of balance:

1st August

Hi,
Returned my Reverb to you guys on the 5th July for a warranty service/replacement.
Since your email confirming receipt I've not had any further word.
Please can you give me an update on progress?
Thanks
James

James,
Sorry it has taken so long to get back to you. We have spoken to SRAM this morning and they are still awaiting stock in order to send a new replacement to us.
I have spoken to the Warranty department and they have agreed that I can taken one from our stock and send that to you today. I have therefore placed your order and this will be dispatched out to you.

Your parcel from planetx is on its way and is out for delivery today. Track your parcel at...

Its not all bad guys!

Wierd, your emails from them even made sense.

Mine is like reading the instruction manual for something from dealextreme!

I won't be ordering from them as they want to charge 9.99 to send me a 50mm stem that costs 20 quid

Just thank your lucky stars you didn't order socks 😆

socks were in the basket.... why?

howsyourdad1 - Member
I won't be ordering from them as they want to charge 9.99 to send me a 50mm stem that costs 20 quid

Eh?! Are you based in the UK?
Postage on stuff over £20 is free and under £20, Royal Mail is £2.50.
I've just ordered some gear cables from On One that came to less than £20 and was charged £2.50 for delivery.

Or
[i]
I have had a look at your account and can see that you have been using Planet X for a long time and have spent a lot of money with us and I cannot apolagise enough for you having this negative experience.
You are the customers that we want to retain and make sure are happy with Planet x
For the issues you have had with this order I can add £20 credit for the negative experience you have had with us and hope this goes some way of making this a more positive experience.
But more than anything I would like to add £80 credit for your loyalty to Planet X.
In total that will be a £100 credit added to your account
[/i]

Would have been a nice gesture if they had actually done it.

nah i'm in Europe but a tenner is a joke

it dont come free post you know, dont expect us brits to subside your post as well as your families and social security too you leach! Jeez, bloody foreigners, always on the want!!! 😉

i would pay five of your english pounds and have the rest subsidised from Brussels. I must go now as i work a 30 hour week.

so can I get my crown race and top cover from Brussels maybe?

Wont bother using them again, whilst up north from the midlands thought id pop in their showroom, retail store? Honestly dont bother no customer sevice at all, my question to myself why pretend at being a retailer when you just sell on price online.I would liken them to be the Sports Direct of the cycle industry, come on lads you can do better , close the showroom come store if you dont give a flying .... in offering advice or any sort of service.

That's an insult to Sports Direct, after all their socks last more than one wear unlike Do-One's.

You should know that no one is Brussels is accountable either

Brant!

Oh....

I bought a mark 1 456 EVO off them just over 2 years ago, and I'm shocked to report that it was delivered with no fuss and is still going now.
I bought a set of Sektors and some merino socks just over a year ago and they are all still working fine, after a trouble free order and delivery.
Shocking, don't know how they get away with it.

I've had:
An inbred - no problems
A Titus FTM - returned due to rubbish finish, then had to resort to shouting Brant's name on here to get cracked chainstay sorted
A Dirty Harry - no problems
This Scandal 29er - missing bits

I reckon that's a 50% success rate. Pretty much done with them now.

Mine was like this:

This frame is defective, I'd like to make a warranty claim
Yes it is defective, but it's over a year old and the warranty is only a year, sorry.
No it isn't, it's 2 years. Says so on your website
Ah, you read the warranty? In that case- actually there's a specific exclusion for the finish, it's only 1 year.
No really, there isn't.
No you're right, there isn't. Actually finish is never covered by any warranties ever, forget what I said about 1 year.
That's bollocks though isn't it.
Yes it is. Actually forget everything I said about warranty- because actually, the reason for this problem isn't a fault at all, you invalidated the warranty by not doing X
Yeah, but I did do X
Did you? Well in that case forget what I said about the warranty, and about doing X...

It was like a random lie generator. Quite funny in a way but just showed a total contempt really. But I suppose it worked because I gave up trying to make a warranty claim. Won't spend a wooden penny with them now though.

Out of interest, where would I stand now if I went teddy out of the cot and said they can just have it back?

Would I have been covered by distance selling regs 7 day return thing as it was off their ebay site?

Also, its now past 7 days, but only because they've told me to wait for a delivery that they clearly have never sent (because they clearly didn't even know what they were supposed to be sending).

14 days seems to be the standard time frame given on their auctions.

[img] [/img]

14 days seems to be the standard time frame given on their auctions.

aaahaaa! thanks. might have a trip down to sheffield.

With regards to Distance Selling Regs, does the 14 days (for example) start the day you place the order or the date you recieve it? I am trying hard to return something now (not to on one or planet X in this case)and the 14days is up on Saturday. however the order took almost a week to arrive. The item needs to be collected etc between now and Saturday too!

mrjmt, dust cap and 1.5 crown race? In black?

I think you'd be entitled to full refund even outside of 7 days as the item is not as described. ie missing components.

mrjmt, dust cap and 1.5 crown race? In black?

Yup.

Distance selling is only about you changing your mind, not if the things turn up humped or with bits missing. Pretty sure sale of goods act will cover you for this

Dust cap i've got, but there's no spares in the magic box of mechanics bits for the 1.5 fork crown race.

So that's a new headset then, Prontopost?

It's Mr Squiggle!

[img] [/img]

So that's a new headset then, Prontopost?

Depends if there is one in the magic warehouse of stuff.

Looking at stock there's no reason why the eBay guy can't order you the lower race. I can't jump in on ebay sales and order part to complete them. But I can send you the top cover from our spares box. Just pm me your address and i'll stick it in the post tonight.

Just for the record, if you purchased through an 'auction' and not buy it now distance selling regs do not apply. Albeit eBay and paypal offers different protection.

Simon, thanks for trying to help.

I've emailed the customer service people back and CC'd you in.

Please arrange a courier to come pick it up.

Last email from CS was a joke.

Last email from CS was a joke.

....and it said?

Would it be possible to send me the picture of what you are missing?

🙄

mrjmt, I keep a library of images of things i don't have for just such occasions. Forward them this image if you like. (i have other colours if needed)

[img] [/img]

Brilliant!

Would it be possible to send me the picture of what you are missing?

I predict whoever you are talking with is going to be usurped, and you'll get offered a new headset. As that is just Kafkaesque levels of bullshittery.

I have a sneaking admiration for the absolutely fantastic levels of bullshit PX/OO customer service are currently capable of. Next they'll tell you it was an invisible headset and must still be in the box.

mrjmt
Would it be possible to send me the picture of what you are missing?

Excellent. I think the sender [i]was[/i] actually trying to help but I guess someone else had the common sense braincell.......

Well, not heard anything from squiggle or PX.

This is a flippin joke.

Assume the only thing left is to raise a dispute through ebay?

Reply is in:

Hi,

Thank you for your e-mail.

I have arranged to have the correct bits sent out to you finally.

I do apologise for all of this running around.

However, the On-One Smoothie Mixer Alu Crown Race For 1.5 inch Steerer is currently awaiting stock and is not due in for the next 2-3 weeks.

I do apologise as this has been an on going issue for you.

If you require any further information please do not hesitate to contact me.

Kind regards

*tap tap

Is this thing on?

2-3 weeks?

Squiggle, come pick this f'ing frame up.

Assume the only thing left is to raise a dispute through ebay?

Be aware there is a time limit on this.

If there's a problem, let the seller know as soon as you (should) have received your item. You're eligible for refunds under the eBay Money Back Guarantee if you do so at any time up to 30 days from your actual or latest estimated delivery date.

http://pages.ebay.co.uk/ebay-money-back-guarantee/how-to-help-FAQ.html

Why did the fellah who used to [s]deal with[/s] mop up this kinda stuff leave again?

Is Dave Hinde the new owner of On-One, certainly looks like it?

mrjmt, as I stated yesterday I can't jump in on eBay stuff and order parts for them and that extends to booking courier collections. I did offer the parts I had spare at the time, which is the limit of what I can do.

I'm not at work today, Thursday is my week-day off, but I'm assuming Scott hasn't been in contact with you So I'll run it up the flag to Lisa.

Expect a response.

Just saw the email train, collection tomorrow. Apologies for this not going to plan, a total ball drop.

Need to touch base for some blue sky thinking, in order to push the envelope maybe? 😆

I must say Merlin did something very similar to a mate of mine, said the frame included a headset, but only included some of it.
Was a real hassle getting the right parts.
But Merlin are wonderful, everyone says.

squiggle, I appreciate you trying to help out, don't envy you being to go to guy for stuff like this. You've been more useful than the guy in CS who clearly lied from the start about sending something out; thats what annoyed me most.

Hopefully collection will happen tomorrow and it'll be put to bed.

Just hope I'm not back on chasing a refund.

Brants left? Who's he gone to colour in frames for now?

Jeremy you have email.

You too, but this situation really isn't worth working this late for. 🙂

sq225917 please chase the refund for this.

Frame was picked up a week ago and I've not even had confirmation that you've got it.

I've emailed pretty much every address at PX and nobody has bothered to even acknowledge it.

I'll raise the PayPal dispute tonight if nobody gets off their arse.

No sign of my socks either 😥

Buys Scandal frame and a spare dropout ( sensible head on) Frame appears, no spare dropout and actually no dropout on the frame.
' Hi, just bought a Scandal frame and it has no dropout or spare one I ordered. Its a week to Christmas, this is my present and would like to ride it over the break'
' Its between the chainstays, taped in there'
' No, sorry its not, i have emptied the boxed, checked everywhere, its not'
' Yes it is'
'Er, you calling me a liar ?'
' thats where they are put'

FFS , this could end up as a pantomime scene.

Story is, after 2 weeks of arguing, in the 'middle' of January, i get a droput and a free one for my 'inconvenience'

No ride over Xmas that year........... Marvelous stuff......

I'm a bit confused.

The OP bought an 'sold as seen' item from ebay that explicitly said it was missing certain parts.

He then complained to on-one that the parts they said weren't there weren't there.

They said 'We'll send them to you for free' but buggered up doing so.

The OP is now complaining that he's not got stuff he hasn't paid for?

Or did he buy the missing bits direct after winning the auction?

I'm confused at your confusion, wwaswas.

The ebay ad said "This frame has had some use but comes fitted with headset to fit tapered forks", [b]however the headset is missing the top cap and crown race.[/b]

...the bit in bold is the OP's words, not the words from the advert. Note the use of quotation marks.

Oh and dont start me on Smoothie headsets. Just bin it and put a better one ( not difficult that) in to begin with.

Oh and dont start me on Smoothie headsets. Just bin it and put a better one ( not difficult that) in to begin with.

I can't, they collected the frame last Friday but haven't bothered to refund the money.

So no frame or money now.

Maybe my refund is in the 'black hole' in the warehouse all the recent orders have been going into.

I ordered some replacement gear cables about a week ago from On One and they arrived the next day! Wooooo!

[i]I'm confused at your confusion, wwaswas.[/i]

so am I.

Please bring coffee and ignore me until it arrives.

I ordered some replacement gear cables about a week ago from On One and they arrived the next day! Wooooo!

Oh it's alright for you isn't it, sitting there rubbing the new cables between your soiled finger tips, breathing heavily like a dirty old man.

Makes me sick

scandal42 - Member

Oh it's alright for you isn't it, sitting there rubbing the new cables between your soiled finger tips, breathing heavily like a dirty old man.

Makes me sick

My smug glow may not last, as I haven't fitted them yet! They may well be just too short, or the wrong diameter, or both!! I just hope they're not directional!

I just hope they're not directional

Oh dear

Last ones I got from there were made from marshmallow, tasty but very poor shifting characteristics.

Oh dear, Same issue here a while ago, ordered an item, it was faulty. Eventually they send me another one, also faulty. I send it back and don't hear from them. Chase them up and they eventually say they'll refund me. They don't. Chase up another 3 times and eventually get my money back. Around six months for the whole thing.. And it was probably only resolved as I kicked off on here

I can't, they collected the frame last Friday but haven't bothered to refund the money.

So no frame or money now.

Maybe my refund is in the 'black hole' in the warehouse all the recent orders have been going into.

Meanwhile at the on-one warehouse...

[img] [/img]

The ebay ad said "This frame has had some use but comes fitted with headset to fit tapered forks", however the headset is missing the top cap and crown race.

[url= http://singletrackmag.com/forum/topic/probably-a-stupid-headset-question ]For reference[/url]

HTH

Yeah I ordered a frame from PX/on-one which has be been in the status of 'in picking' for nearly a week now. Every cycling related forum seams to have its own thread of stories of Planet X nightmares.

For reference

HTH

Can't believe it took 3 pages!

Jeremey, you have mail from Mandy this morning, frame received refund processed.