[Closed] On-One dirty disco frame breakage - what are On One like for warrantys?

Lolz

I think what mrjmt is trying to say above is that On One aren't usually noted for their warranty customer service, or any customer service.

Give them a call and let us know how you get on.

Hmm, bugger, I use the bike daily as my commuter... It says on their site just to send it in, so I'll do that tomorrow and see how soon I get a replacement 🙁

Hmm, yes and no. My mate had three dirty harrys in a row that cracked or were misaligned. It got to the point where he ended up arguing that he just wanted a refund not another frame that would break on the first ride it went on.

Quite a few carbon fibre frame repair specialists about these days - to put it in perspective, a mate of mine chewed through a chainstay thanks to a nasty derailment on a carbon cross bike, repaired it himself using an off the shelf kit and race the Three Peaks a week later with no problems there or afterwards.

So there's a good chance it's repairable whether On One is prepared to warranty it or not.

Yep, it was OK a while back when brant was still there as he actually gave a shit.
Unfortunately you're now left with people who apparently don't understand what a bike is never mind customer service.
Incompetence doesn't even begin to describe the crap people have had to go through.

Unfortunately you're now left with people who apparently don't understand what a bike is never mind customer service.

lots of them know what a bike is, lots of them are very good riders

looks quite a tall clamp area, can you not just cut it level and fit a lower stack clamp?

edit:

i see, it reduced in size so the clamp slides over

[img] [/img]

I had a PX RT58 develop a blocked internal routing two weeks out of the two year warranty.

PX helpdesk didn't care. "Out of warranty gov, buy another"

I found Dave's email address, had a [good] discussion and came away with a Serotta built titanium frame. Not free; I contributed, but worth it.

Came away from the whole scenario very impressed with the bike, impressed with Dave and very disappointed in PX customer care, internal routing and carbon bikes.

Brant....Brant....Braaaaant...

Oh...no wait, er you're stuffed.

Give them a call, they are normally ok about things to be fair.

I have to say though, that looks a poor design for cf given the forces at that point; as it looks like it is a machined reduction in material rather than as part of the layup.

I'm pretty keen on the pickenflick if I can't get the DD sorted.... Fingers crossed

Out of interest, was the seatpost a tight fit in the frame or quite loose (before it was clamped up)?

I'd be tempted to try a DIY repair that would simply involve holding the existing collar and broken-off piece in place with a reinforced epoxy repair -

Doesn't look like the best design IMO.

Are the two layers both carbon or is it a bonded alloy shim?

Can't tell from the out of focus close up.

Good luck with the warranty, fingers crossed.

It's a 31.6 seatpost. Could you put a shim in to reduce the seatpost and glue the broken bit to the shim? Not ideal but a possible cheap fix.

I have two On One frames with exact same problem. I get the impression On One have some significant issues on quality control on seat tube variances. You should call and see if this is covered by warranty first.

I sent one of the frames off for a carbon repair - the recommendation was to shim the seatpost down to 27.2 . The repair place did a great job of it to be fair, but charged about £100 all in (including shipping). When my other (identical) frame had same problem, I saved myself some cash by buying a 27.2 shim and some epoxy and doing it myself. Recommend you do same. Mail me (in profile) if you want a little more guidance on this, from an admitted amateur. But it did work for me.

Cheers, it looks like a reasonably easy fix, but its only 10 months old, so I would like to pursue the warranty angle first... will update after speaking to customer services tomorrow..

Looks like the pessimists were right... they're claiming ts due to over tightening and not covered by warranty... in an email response of 2 lines with no... "were sorry for your loss / inconvenience / having to catch the train this morning"

Grrr

That's garbage it shouldn't happen, I'd try again and be more forceful and say you won't except that. Don't give in easy.

My warranty experience was a transparent lie about the warranty conditions, then a fairly audacious claim that actually there was nothing wrong at all and I was just confused or something, then another lie that coincidentally was completely incompatible with the original lie, then they put their fingers in their ears and went la la can't hear you.

Just to balance out the hate.

I've had to avail myself of their customer service twice.

Both times it got sorted without an argument. And at least one of them I was prepared to take on the chin because there was a fairly obvious failure mechanism that could have been my fault.

The second was for a niggling problem that would only occur after a few miles, so they even asked if they could take it out for a ride to get it to show up, it did, they figured out what it was and fixed it.

They even threw in a set of new carbon bars for the inconvenience of it being away for another week.

Above and beyond IME.

Good luck.

Purely based on reading STW, as much as I love my 853 Inbred (and it's been faultless for a decade +), don't think I'd buy an On-One now.

Seems to be hit or miss depending on who you deal with. I had a bit of a disagreement about some shimano disc brakes that they said were out of warranty after 13 months. I pointed out that their website stated that for supplier components they support the supplier warranty. Shimano warranty their brakes for 2 years. They eventually agreed. I dropped them off in the showroom and the guy who dealt with it was fine no problems.

However it took a month of harassing them to get the replacements sent out!

If you're local I'd suggest taking the frame into the showroom in person.

If its not been inspected in person with the seat post that was being used isn't their assumption unwarranted (no pun intended)?

I can see that spitballing you could say that it looks like it could have been an issue with over-tightening etc but I would have though that to have been sure they would have wanted to see it in person.

Try them again as 2 line back offering nothing is very poor.

Looking at the picture, Im struggling to understand why there are two slots required on either side of the seat tube. Surely that would be an inherently weaker design than a single slot?
Its also interesting that the forward section broke, when you would expect the rear one to be the one that failed due to the natural flex of the seatpost etc to be to the rear.

Looking at the picture, Im struggling to understand why there are two slots required on either side of the seat tube. Surely that would be an inherently weaker design than a single slot?
Its also interesting that the forward section broke, when you would expect the rear one to be the one that failed due to the natural flex of the seatpost etc to be to the rear.

I'm hypothesising, I presume 2 are needed to get enough flex to clamp the seatpost properly. And I'd guess the front one went because the seatpost was slighly undersized, and your weight pushed against the back and pulled the front off?

Can't really see how that's down to overtightening (unless the seatpost is crushed, causing it to be effectively undersize?).

Feel sorry for you but I've had to use their customer services as well and they were faultless, even paid for me to get the BB threads faced at my LBS instead of sending back to them.

Couldn't of been more helpful

Minor update... I'm positing it into them tomorrow for their mechanic to take a closer look...

Cool, that's better than the first response from them

I had the same problem with my carbon 456 a few years ago. The rear section snapped off when I was going down hill. Took it back and they offered me a discount on a new frame. I opted for a steel one instead as their carbon frames aren't the best quality/design. You get what you pay for.

UPDATE: Cheeky buggers, after having my frame for about 3 weeks have insisted that its not a warranty replacement and they only offered me £100 off a replacement frame. I'm livid, as I'm now only a month away from doing the Velothon and have no bike to compete or train on....

If it was out of warranty fair enough. But at 10 months old that is ridiculous.

Edit, get it back and get it mended as above. Or try to get Dave's email address also as above.

Disgusting, but no surprise unfortunately. Good luck fighting them.

I dont know how this company is getting away with it..

Welcome to the team 🙁 All I can say is, now you know they're thieves, and the more we all shout about it, the less they'll be able to rip off other people. There'll always be plenty of people who'll say "They helped me out" but shoplifters don't steal from every shop they visit either

Absolute bandits, not spent anything with them since their postage charges went to £50 minimum spend free post. They're like the Primark of the cycling world.

That's pretty bad.

Can you get the frame back and try krixmeister's suggestion of bonding (gluing) a 27.2 seatpost shim in there?

I only tried them once.

Dirty Disco frame. Was wonky and rear tyre rubbed.

Their answer. Use a smaller tyre then, and not the one we built and specced it with.

#retarded

Never having my hard earned money again.

If you want a frame just do what they do, go to a direct Chinese vendor and by a cheapo open mould frame.

I have a 456 and a fatty. I love both but I only buy when the prices are at rock bottom and on the understanding that the "warranty" isn't worth the shitty website it's printed on.

They really have a horrible reputation for service and unfortunately for the OP this only adds to the evidence.

Trading standards?

Trading standards?

I'd say poor

Was the seat post fitted the one it came with?

Yep, OEM seatpost... I sent that to them too for them to check the tolerance.

Tried trading standards today and they have suggested I formally write to Planet X and following a 7 day period after that letter, they can get involved.

I hope you follow this up, they shouldn't be allowed to get away with treating you like a prick.

I was seriously considering the codeine 29 as my next bike, i'll be looking elsewhere after reading their roulette style approach to customer service.

Surely business 101 is "a good reputation is hard to achieve, easily tarnished" . Word of mouth from peers is priceless. I don't understand a company that would take such a flippant stance.

i'll be looking elsewhere after reading their roulette style approach to customer service.

Hope you get it sorted o.p

Have to confess I agree with dumbbot and bregante; after my own experience I would think twice about buying PX.

Only if you assume you'll get nothing back, and I wouldn't touch one of their carbon bikes with a bargepole. Just not worth it.

Steel/Alu/Ti - possibly. Especially if they were made by a reputable
supplier.

Edited to add - yeah, hope you get it sorted. Never a nice situation when people don't honour their side of the deal.

I can only echo that they won't be seeing any of my money again.

I have some 150 mile old carbon wheels that are scrap and they didn't want to know.

NB I have some 4+ year old PX alloy wheels which have been faultless so I'm not hard on kit.

In years gone by they were fine, even surprisingly good value for money, but I think since they had a new CEO or whatever they are turnover/profit focussed and nothing else.

Well I'm very glad to say that I have a good news story and I'm now the proud owner of an On-One Bish Bash Bosh. In the end they came up with the goods and actually exceeded my expectations. I'm very happy with the end result and through their work over the last week they have retained a loyal customer...

Was this after the trading standards letter?

Good outcome for you o.p. I still wouldn't touch them with a bargepole any more.

They say there's one born every minute.

Friend had an On-One frame that cracked. Ending up having to take them to the small claims court. He won of course. But you shouldn't have to go that far...

I bought one of the early Pompinos several years ago. Various things went wrong with it. Customer service was diabolical. NEVER again.

I just had an issue with my Codeine frame, they replaced the offending part under warranty and turned it round in a fortnight.

Daughter has two bikes from them.

First, bought a few years ago, is a lovely bike and the service was excellent.
Second, more recent purchase was a nightmare - frame damaged in transit, ended up a bit heated, not answering emails or returning calls etc.
Real air of not being at all fussed.

I'd not buy anything apart from bits and bobs from them now, it's just not worth the risk.

Bit more detail from OP as to what they've done and when, given we've gone from "jog on mate" to trading standards letter to new bike. I wouldn't call caving in to letter threatening TS after messing you around for a month as going above and beyond so keen to hear the story.