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I am back here even I already yesterday told to Brant that I will not comment this case publicly any more. Because the discussion was so heated at STW I still decided to shared the outcome of this case and my detailed story about it here. This is copy pasted from Brant's and mine messages from MTBR-forum.
I am sorry for a long message.
Hi lehisj...I've (as you know) seen your thread on singletrack, where I think it could be said that things got rather out of hand quite quickly. For which I apologise.
I respect anyones prerogative to walk away from a situation and say such things as that you don't care less what On-One think, or that you don't want anything from us again. It was on that basis, I decided not to persue you around the internet, and offer things, but on the basis I've just found this posted here, I thought I'd use this forum to make things a little clearer.
I was dissapointed that our staff had offered you just a 10% discount on a new frame. That's our current company policy for "crash replacement", though in your case, it's not a crash - it's a failure outside warranty and I think we should be a bit more flexible.
If you do want to consider a replacement frame - a Lurcher perhaps? - let me know. The Race29er has been discontinued and we don't use that factory any more. I wasn't involved in the development of either the Lurcher or the Carbon29er, but am working on a new carbon 29er at the moment.
Anyhow. If you'd like to discuss some sort of credit with our company for some product, let me know. Or if you'd like to be involved in new product development, that'd be good too. Anyhow.
As I said, I respect your right to walk away, and I do consider we could have done more for you, and we'll be looking to do that better in the future for everyone.
best regards
--
brant
Chief Designer
Planet X, On-One.
Hi brant,
Thank you for coming out here. As you can see my answer, which you reacted quite harshly, was copy pasted partly from here and written prior your first message at STW. Because I am not a regular reader of STW I had not a slightest idea that your short reply was somebody from On One and an offer to somehow solve this unfortunate case better. If I had known that I would have that last part of my reply out. Sorry for that!
And yes, this case is unfortunate one with bad luck and poor quality and a long story.
I was one of the first purchasers of Carbon Race 29 bike from you based on the positive review at twentyniceinches.com. I made my preorder in January 2011. First the bike was delayed quite a lot from the promised delivery date. I think Ireceived it only May/June 2011.
I rode with it only a couple of times during summer 2011. Then in April/May it broke down during my first ride of the season just two days before I was meant to ride XCM with it. I got the replacment frame in late May 2012 and rode it the early summer 2012, but in the August 2012 purchased S-Works Epic 29er, with which I have ridden all the competions since. Since then Race 29 was used only for winter riding mostly on the roads and few winter trail rides. Then also replacement broke down after only about one half years ride. Quite similar way as the first one even in diiferent place of the frame.
I had already realized follwing regular basis your website and especially after the first frame was broken down that there might have been some quality issues on these Race 29 frames because you have withdrawn it from your product portfolio after quite a short time. Also you were not offering any other sizes than 18" even early you promised that they would come available.
Because of that and the nature of both failures I decided to contact your warranty center even I guessed that the warranty date is based on the purchase date of the first frame. I tought that you also realize that this is not just a normal warranty case but something to do with the original design and/or manufacturing/QC of these frames. So I was hoping to get a different type of reaction from your side, which I then received.
I let your customer service person to know that I will share my experience with my fellow riders at different forums, which I more or less actively follow.
I have been a loyal customer of On One/Planet X for some time and had made several purchases from you. I have also recommeded you to my friends. Quite a few of them have been actually purchased a bike from you. So I felt quite disappointed.
So what can you do next? Actually I already have a Lurcher, which is now in active use parts taken from the broken Race 29.
I am leaving to a business trip to China in few days. So I will have time to think about the possible replacement/credit.
Then I prefer that we will continue to discuss details in PM.
I appreciate your efforts with this case and hope that it will also help all your other customers and my fellow riders to get a better service if these unfortunate cases ever happen in the future.
On my side the public discussion is over, even I suppose it created a lot of "fun" for a gray Thursday especially at STW forum.
Best regards
lehisj
I hope an amicable solution can be reached.
That's the last you'll hear from me on this thread.
Brant came out?
Reached around ?
scotroutes - Member
Brant came out?
Had to happen sooner or later.
Hope you do get it sorted to everyone's satisfaction.
Makes you feel kinda fuzzy inside.
What tyres for back pedalling?
😉
Good to see this getting sorted out.
I loves a happy ending 🙂
On a serious note, it's good to see it got sorted and you should be congratulated for sharing your experience on the forums; many would have just put up with the poor service.
I'm also impressed with the MTBR stance on all experiences good or bad being shared. It's a good way of letting companies know there is a community outside that won't put up with crap service and goods.
I loves a happy ending
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It wasn't *that* happy Captain!
Cfh, No use here so better to give them to your trail of lady friends.
Joking aside, I hope Brant has learnt a lesson from this. Having a bit of banter on a forum, playing the smart-arse and generally yanking chains on a forum is great fun, and I'm certainly guilty of indulging in all of the above.
But I'm not trying to run a business, reach out or reach around any of the, ahem, members of the forum.
I run 3 businesses with moderate success, and I wouldn't dream of speaking to a customer so disrespectfully, or within earshot of a customer or potential customer. People can be very fickle when parting with money, and they know that they deserve to be treated with respect.
I don't think any gesture from Brant or On-One will repair the damage he's inflicted to his company on this forum - as another user stated yesterday, he stopped using the company 5 years ago after a similarly flippant, childish remark.
I think the real lesson to be learnt is that manipulating social media for commercial gains is a very specialised art and shouldn't be entered into lightly.
Could some one post a picture of Vic saying "You wouldn't it lie."
still a nice ending.
I don't think any gesture from Brant or On-One will repair the damage he's inflicted to his company on this forum - as another user stated yesterday, he stopped using the company 5 years ago after a similarly flippant, childish remark.
I think you're overegging the pudding a bit there.
Theres a very small minority of people who've had bad experiences. And most of them follow the OP's example of O-O meeting their legal/contractual requirements and not much more. It's just that Spesh/Trek/Giant/Lapierre/commencal don't post on this forum so people don't feel so entitled to some 'comunity spirit' or 'goodwill' from them.
Most people buy stuff, it never goes wrong and you never hear from them.
A minority buy stuff, it goes wrong and it's sorted to their satisfaction*, you never hear from them.
A very small number buy stuff, it goes wrong and it's not sorted to their satisfaction and they rant about it.
*this might mean shrugging it off as one of those things, or it might be a FOC replacement.
I've bought odds and ends over the years and never had any particular problems, apart from a merino top that returned from the washing machine toddler-sized, and some cheap and nasty overshoes which I knew were cheap, but the nastiness was an unexpected surprise.
So I had a rather ambivalent attitude towards the brand - it's cheap to buy, it's often cheap quality, and I prefer (and am able to) to spend more and buy far better kit.
And that ambivalence would have remained, I'd have bought the odd item if they had exactly what I needed in stock (I bought a Prologo Nack saddle last year as they happened to have the correct width) and that would have been that... Not the best customer in the world, but a customer non-the-less that's probably spent a grand or so over the past few years.
But I, like whoever it was posted a similar view yesterday, won't use them again after hearing such condescending and dismissive language used towards a paying customer who has already had a pretty terrible experience of the quality of On-One's products.
It's that very English attitude of not wanting to help pay someone's mortgage unless you quite like them.
*goes off to rear that thread*
Is Brant the new fruit?
Can the mods close this thread before the bickering starts again, I'm having a happy day 🙂
Shib...weren't you after a super cheap Chinese cervelo copy or similar a while back? Seeing as your happy to risk a punt on super cheap Chinese copy..why the poke at oo for being cheap n crap? Seems like some sort of agenda ?
Shib...weren't you after a super cheap Chinese cervelo copy or similar a while back?
I saw one when I was looking for a disposable race frame for crashteriums. The very low price reflected the lack of warranty etc. It was more a case of taking a thought for a walk than seriously considering it, but it made for an interesting and informative debate on these pages.
I ended up buying a Scott CR1 on the basis that it had good warranty and a proven track record of quality.
I'm not sure whether it will fall apart in frost though as it's only ever used for summer evening races and turbo/roller work...
Well done OP and On One, hopefully this gets sorted out to everyones satisfaction.
proven track record of quality.
Evidence?
Shibboleth have you got something personal against brant? "Learnt his lesson"?
I've bought from places and had a so-so or not great experience but the way you went at it (and to a degree) on this thread seems OTT. Did you crack onto him and he rejected your amorous advances? 😆
Shibboleth if you are actually interested in learning drop me an email and ill send you a load of research and investigation reports on low temp bonding fails
also don't spin merino wool or it will shrink and felt regardless of who you bought it from
also don't spin merino wool or it will shrink and felt regardless of who you bought it from
None of mine has...
I personally feel that if I buy a product or want to buy a product and the designer pitches up to answer a question about it then thats a good thing.
Maybe he was having a bad day...
[i]also don't spin merino wool or it will shrink and felt regardless of who you bought it from [/i]
Ah I think merino wool can fail at high temperatures though. Only anecdotal evidence I'm afraid as I washed my favorite cardigan, the one with the wooden buttons, at 50 degrees and it FAILED to fit me after.
lol Gary_M
Is this a Cafe Roubaix reference 🙂
"I think the real lesson to be learnt is that manipulating social media for commercial gains is a very Specialised art and shouldn't be entered into lightly."
glad it looks to be resolved but its nowt to do with me but heres my tuppence worth anyway (as is the STW way!)
I like on one. Bought lots from them and never had a problem. Like popping into the shop, like the website and like the offers.
We all have bad days and say things we wish we hadn't(and products fail - it goes with the territory)and none of the above or yesterdays stuff would put me off. I don't think on one is a 'cheap' product, it suits my budgets. I think others stuff is probably over priced tbh but if you want to get riding on a restricted budget then at least a company exists to allow you to do so without selling your soul.
back to the bog (stupid norovirus)
A [u]loyal[/u] customer that then went and bought a Specialized to do most of his riding on?
Pieface - MemberA loyal customer that then went and bought a Specialized to do most of his riding on?
Loyal doesn't mean monogamous, unless you're a total weirdo anyway.
I don't think on one is a 'cheap' product, it suits my budgets.
People with low budgets never like words like "cheap"... 😉
You haven't answered shib. Do you find REM-Leadsinger lookalike Brant...alluring?
Probably not Hora. I've never met or seen the bloke, but I'm not the sort to be allured by a man.
Is this the sort of thing you fantasise about? I know you've always hung on my every word, laughed a little too loud and long at my jokes, and I know that it was you leaving those begging letters behind my windscreen wipers. So I kinda thought you wanted me all to yourself?
I feel a little betrayed...