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You can find them in the link below
Ah - saves me having to look too!
Turns out we have some Wheels Manufacturing ones that do fit on this page - http://www.on-one.co.uk/i/q/FSPXFRCNCMH/wheels-manufacturing-cnc-mech-hanger
But they are listed as fitting the Titus X Aluminium and FTM Aluminium. Those also work for the El Guapo 26 too.
[quote=brant ]Turns out we have some Wheels Manufacturing ones that do fit on this page - http://www.on-one.co.uk/i/q/FSPXFRCNCMH/wheels-manufacturing-cnc-mech-hanger
But they are listed as fitting the Titus X Aluminium and FTM Aluminium. Those also work for the El Guapo 26 too.
So - buy some and satisfy your customer? Some folk just have no shame.
So - buy some and satisfy your customer? Some folk just have no shame.
I'm unclear as to your intentions with the above comment. Or your actual meaning?
Doubledunter, above, is, as we speak, being dispatched a mech hanger.
My post above was for anyone else who wanted to buy one in the time being.
Doubledunter, above, is, as we speak, being dispatched a mech hanger.
...and its much appreciated Brant Thanks
...and its much appreciated Brant Thanks
Frankly, it's the least we can do!
(Did you order the El Guapo 29 hanger off the site originally?)
YHM
Personally i've had nothing but good experiences of On-One, maybe i've been lucky etc etc.
Certainly its frustrating if you're on the receiving end of it and maybe they are growing faster than they can easily manage - but at the end of the day On-One/Planet X's commitment to great gear at low costs has completely transformed what riding means in the UK for a huge huge number of people.
I salute them.
Never had a problem with any of my many items from PX.I even got next day replies to my customer service e mails too.I think a Yorkshire address gets you Club Class treatment 🙂
On-One/Planet X's commitment to great gear at low costs has completely transformed what riding means in the UK for a huge huge number of people.
What? Maybe for skin flints would rather bode a solution, rather than pay a few quid more for a properly designed and QC'd product. Possibly this appeals in Yorkshire where cheap steel frames are still considered 'cutting' edge.
Sorry dragon, but i'm afraid not everyone is as experienced and wealthy as you might be. People looking to get into MTB have the option of getting a decent bike with proper geometry at low cost - means they can experiment a little without investing too heavily.
Wouldn't say that makes them skin flints.
with proper geometry
Yeah damn those other bike companies putting out bikes that don't even have proper geometry. WTF??
I'm really starting to get annoyed now, still waiting for some acknowledgement from anyone (other than Brant) at Planet x. Way back on page 1 I mentioned that I had been waiting a week for an order and that my emails to the CEO were bouncing, Brant asked for the bounced emails and said he'd passed them on to the relevant people and someone would be in touch, I chased with him a couple of days later as I'd still not had the bits (I'd spent over 15 minutes listening to music on the phone hoping to resolve it through customer services before emailing him directly) two days later and my order still shows 'preparing to be shipped' I've just spent nearly half an hour again listening to music on the customer services line without speaking to a real person so I think it is time to raise a claim through paypal.
I'm not blaming Brant, in fact I think it's great that he steps in and offers to help on threads like these, but, he really shouldn't have to. This is the first order I've had problems with in a couple of years of buying bits, in fact a reverb I got for £130 the week before turned up within 12 hours of ordering, so when it works it's great - it just seems like once the ball has been dropped nobody gives a damn.
YHM. Sorry again.
I sent an email via the website a few days ago re the swap-out bolts for the Whippet frame; discovered one had been cross-threaded when the frame was put together. I just want to know if I can get hold of a spare one, so I can fit my SS sawap-outs, but I've not had a respnse yet. Any ideas Brant?
"...Maybe for skin flints..."
Free market and people can spend their money any way they like. STFU
I sent an email via the website a few days ago re the swap-out bolts for the Whippet frame; discovered one had been cross-threaded when the frame was put together. I just want to know if I can get hold of a spare one, so I can fit my SS sawap-outs, but I've not had a respnse yet. Any ideas Brant?
YHM
300 orders for full bikes every week, apparently. They're doing a lot right. Hope they can turn round this ^ bit.
yup.I'm not blaming Brant, in fact I think it's great that he steps in and offers to help on threads like these, but, he really shouldn't have to.
Thanks Brant, replied just now, cheers.
WOW, awesome! Thanks Brant, that's great, wasn't expecting that!
Mybe PX should kit one member of staff out with a mobile headset and they can run round intercepting the stuff about to hit the fan and making epic saves like Brant is.
After all it's not the customers who get perfect service that you need to worry about it's those who don't.
They could give running commentary and you could run it onto a live twitter feed, it'd be epic.
I bought a carbon fork from Planet X's eBay store, delivery was schedule for 29.03.13.
Surprise surprise no delivery on stated date. The following day I used the Yodel Tracking number... My fork had not even been picked up by them 1 day after it was supposed to have been delivered!
I called On Ones customer service number- 17 minutes on hold and I then speak to someone who say, "sorry no idea, but il call you right back" .
No call back do I used the email CEO facility and revived a call from a David Hanney who promised to resolve the following day.
Following day I was informed that my carbon forks had be dispatched and I would receive them the following day.
Yodel tracking stated that the forks were delivered to a neighbour and signed for... Guess what..no neighbour has them, no neighbour has said that they had signed for them and one thing is for sure I ain't got them.
Numerous emails, social media posts later and I have now been informed that another set will get sent to me for sometime next week.
I think it's a pity that a company that has many good products lets itself down with their terrible customer service.
To be fair that's probably yodel's fault, they are consistently awful
I just want to give some feedback on a order which is still in progress;
After sleeping on the Plant X bike bag deal and missing out I bit the bullet and paid full price as I've heard nothing but good about them.
Ordered on Wednesday evening with the hope of receiving it on Friday for the weekend there was an issue with my address caused by Planet X's system.
The address that Yodel were provided has the building name and flat number missing so cue a 15 minute phone call on an 0844 line to the service department while they try to locate the package and amend the address details. To be fair to Yodel they were really helpful and I was speaking to a person within 3 minutes.
All of this would have been avoided if the customer service from planet x was better; as soon as I noticed details were missing (once I received the conformation email) I emailed the "CEO" with the hope that the address would be amended before despatch as well as phoning first thing on Thursday morning, pressing option 2 and being on hold for 10 minutes before having to leave for work so unfortunately didn't speak to anybody. I have still not received any reply by email.
It's not a catastrophe but has wasted a lot of my time unnecessarily because the correct information was provided twice. I'm stuck waiting for it to arrive at sometime today now.
Brant it might be worth looking into the ordering system to figure out why the address details were dropped in the first instance?
Thanks for the feedback. This has been noted.
Sorry just an update for Brant,
Yodel won't release the package to the address I have provided them until they clear it with you guys at Planet X because of Data Protection, could you please look into this and possibly contact them so I'm not stuck in limbo please.
I've had the same problem with the delivery address.
I've never had that problem from CRC, Wiggle or any of the Germans.
All good value too.
Life's too short to be chasing couriers when i's not your fault.
For anyone who wants to bash Planet x or On One or anyone else for that matter I think that you should be made to put what you do for a living in real life so that you can be compared to the model of perfection you are expexting i.e my widget hasn't turned up within 10 seconds of my ordering it but by the way I work for - name anything in the public sector / it service support / utility co / bank etc.
I'm a gardener 🙄
People here are not bashing. They are stating actual facts.
I've read the first page of this thread and a few other postings but not the whole thing (life calls), so apologies if I'm covering the same ground.
It does seem to me that the process by which PlanetX receives, processes, fulfills and monitors orders is flawed. I've bought lots of stuff off Chain Reaction, Merlin and PlanetX in the last couple of years and the only one I've had problems with is PlanetX. Specifically I ordered and paid for a new road wheel from the website. Got confirmation email but no dispatch email. After a few days called into them. Eventually got through to someone. Couldn't find any record of my order despite me having reference number. Eventually turned out that the wheel wasn't in stock and they refunded my money. But I'd missed out on another heavily discounted wheel from another site so was back to square one. Furthermore, the others seem to be better from a dispatch point of view. I've regularly waited 2-3 days (not a disaster I know, but not good as a comparison) for PlanetX stuff to arrive, the others its been 24 hours pretty much every time, in the case of Merlin even when I ordered on the 23rd of December and asked for delivery by normal post!
It strikes me that they really need to get their organisation sorted internally. I know a few people say words to the effect of "Look at the great customer service, a quick thread on Singletrack and here comes Brant to the rescue to fix things". Well there's an element of truth in this and given that he is the designer, Brant should be applauded for all the additional burden he takes on. But what about the people who have never heard of Singletrack who are getting poor service and poor response?
Anyway to me a company with good customer service is a) one that resolves any issues that arise long before they get to the point where posts are having to be made on forums and b) is one that learns from its mistakes and invests in the necessary systems/training/extra staff to ensure that it can deliver on its commitments and resolve any issues fast and efficiently. I don't see any evidence that PlanetX has got a handle on either of these
On that note, I can say unequivocally that due to their superior order fulfillment process, contactability and ability to resolve mistakes quickly, Merlin and Chain Reaction are currently light years ahead of PlanetX as mail order operators (sorry online e-tailers 8) ) and FWIW I'd suggest that Brant use whatever influence he has internally to try and get something done about the what looks to me like a fairly constant stream of unnecessary and badly image damaging screw-ups
Nipper99 - Member
For anyone who wants to bash Planet x or On One or anyone else for that matter I think that you should be made to put what you do for a living in real life so that you can be compared to the model of perfection you are expexting i.e my widget hasn't turned up within 10 seconds of my ordering it but by the way I work for - name anything in the public sector / it service support / utility co / bank etc.
Get a grip. This is a cycling forum. PlanetX sell products and services to many of the people who use this forum. People are perfectly entitled to comment on the good and the bad. Most posts seem to me to be relatively measured. I haven't read anything that doesn't tally with my own experience or with the issues raised on countless other threads on this site.
If you want to find threads ommenting on bankers, IT companies or those nice people who supply our utilities, then that there internet will be more than happy to oblige (though you'll find a fair few on here too). Or should all the people who comment on threads about poor customer service from banks, utility companies and IT also have to open themselves up to criticism in turn? Where will it end? And what if one of the complainers works for PlanetX! What then..? 😉
Anyway, bottom line is PlanetX do seem to mess up more than most when it comes to order fulfillment and customer service. If they've any sense they (Brant) will use threads such as this as ammunition to get something done within the organisation to resolve these issues..
For anyone who wants to bash Planet x or On One or anyone else for that matter I think that you should be made to put what you do for a living in real life so that you can be compared to the model of perfection you are expexting i.e my widget hasn't turned up within 10 seconds of my ordering it but by the way I work for - name anything in the public sector / it service support / utility co / bank etc.
Nice straw man - they are giving real issues unlike what you describe. I think everyone knows nothing is perfect but the persons job has no bearing whatsoever on whether on one/Planet X are providing a good service or a poor one.
We all know other poor and other good services exist so it has no relevance
FWIW some people in my industry are terrible at their jobs but this has no casual affect on the On one
Went from this thread to a thread about tyres. Someone recommended me the Chunky Monkey (which I may well buy). Googled them for reviews/feedback and came across this thread on here from a year ago. All very complimentary about the product, but check the two comments below and their experience of order fulfillment. All I can say is that there is an ongoing issue with this business that is nothing to do with a recent warehouse move or whatever. Someone at their end needs to get a grip on their shoddy order fulfillment process and customer service, otherwise at some point it is going to bite them in the backside..
chillidave - Member
Thanks for the advice, got one up very very very easy on my Roval wheels, just soap and water went up first time and staying that way.[u]However I still only have one, I ordered two Chunkys from On One, got one Chunky and a Smorgasbord. Very annoying. I ordered a replacment Chunky yesterday but postie has been and gone with no tyre
Not in to be able to wait for the postie tomorrow so no rides for me this weekend, On One are great, just wish they'd pay a little more attention to the small details sometimes.[/u]
POSTED 9 MONTHS AGO # REPORT-POST
Cheezpleez - Member
I'm using a CM on the front of my Buzzard and I'm properly impressed. It's fairly weighty but it's a big, tough tyre. Went up pretty easily on a Flow rim - might have needed the 9p inflator but tbh I can't remember. Incredible value.POSTED 9 MONTHS AGO # REPORT-POST
chronos - Member
Put a Chunky Monkey 2.4 29er dual compound on the front of my rigid 69er. It's an outstandingly good tyre and inspires confidence.
Great bump absorption at low pressure and fabulous grip.Nearly 1kg but well worth the weight penalty. Can't argue with the price either.
[u]On One send me the wrong tyre originally.. a 26inch Smorg. Anyway. they made good and customer service was polite, although it did cost me a week wait.[/u]
I may buy another at that price tho as it's a steal.
They pretend to laugh at my 'jokes'...for this they are awesomes.
The rest of it.....meh.It's only bike bits,all the middle class hand wringing ain't my bag anyhoo's.
Have to say I'm disappointed!
Ordered on Thursday and the stuff's just arrived.
What are they thinking? Delivering on a Saturday and interrupting my weekend. Now I'm going to have to drag myself off the sofa and fit the parts to my bike so I can go riding tomorrow. It's ruined all my plans: I was going to spend tomorrow writing a long rant about how poor their service is, now I've got to enjoy a bike ride instead.
Actually I feel it's personal: I've used them loads of times with no trouble: the goods have arrived as ordered and promptly whereas other people have problems with their orders and get to rant about it whereas I can't.
IT'S JUST NOT FAIR!!!
iolo - Member
People here are not bashing. They are stating actual facts.
Now I'm agreeing with iolo.
More than happy to read facts about issues.
Thanks.
I cannot for the life of me understand why any company who cares about their reputation uses Yodel to deliver their stuff. I wouldn't use them if they actually paid me to let them deliver my stuff.
Guess it must depend where you are, I've had no problems with Yodel, either here or my previous address
I ordered parts on Monday, got them Wednesday!
Fitted them today!
Sorry to hijack the thread, but just how long does it take to get forks in.
Ordered a On-one 456 650b on the cyclescheme and paid admin on 25th March and still waiting, ;0(
Have people been sorted out now?
I haven't.
Funny you posted this, I finally got a refund this morning although I think raising a PayPal dispute last night had something to do with it.
Even with Brants involvement nobody from the sales/service side of the business bothered to get in touch.
Truly appalling service.
I was planning on buying a kaffenback soon but after this experience I think cotic will be getting my money instead.
Well, for a bit of balance, I've ordered loads of stuff over the years, bikes, frames and plenty of sundry stuff like spares and some clothing. I've never had a significant delay, often getting stuff very quickly. I'm currently awaiting a Fatty, ordered two weeks ago. The first week of delay is through the CtW system, the secxond because I'm told that the right headset is out of stock, now rectified, so my bike should be here soon. I've had an apology e-mail too.
A couple of weeks back I also ordered kit on a Friday night from Chain Reaction, Winstanleys and ACycles in France. No prizes for correctly guessing that the French package arrived first and I was very impressed that they managed the Tuesday. CRC & Winstanleys were a draw for last place on Thursday. Not a good comparison for either of them. None of this will stop me using any of them.
Mine is a small problem to be honest, just a small part missing. Got an email via their own service system from Brant who said he would look into it. Another email came from another member of staff who asked exactly what was missing (which was in the detailed description in the "ticket" I had submitted) and the order number (which was the subject title of the email he sent me - are you kidding me?).
Been three weeks since I made the order and 8 days since I reported the missing part.
Another email came from another member of staff who asked exactly what was missing (which was in the detailed description in the "ticket" I had submitted) and the order number (which was the subject title of the email he sent me - are you kidding me?).
Standard customer service delaying tactic across the world.
Current wait for (road) bike builds at PlanetX is 21days 😯 so they must be busy with orders etc as Ribble are nowhere near that busy when I asked.
Mine is a small problem to be honest, just a small part missing. Got an email via their own service system from Brant who said he would look into it. Another email came from another member of staff who asked exactly what was missing (which was in the detailed description in the "ticket" I had submitted) and the order number (which was the subject title of the email he sent me - are you kidding me?).Been three weeks since I made the order and 8 days since I reported the missing part.
Can I have your ticket number, and I'll go investigate.
Sorry
They're also likely to be doubling their staff to 100 according to Bikebiz so it's clearly growing fairly fast.
3 weeks doesn't sound too bad - I'd imagine Ribble etc are on similar timescales at this time of year?
Ribble were on 7-10 days. Just shows better design/graphics over Ribbles. Their frames look very busy decal/stripe-wise IMO.
Current wait for (road) bike builds at PlanetX is 21days so they must be busy with orders etc
Had a conversation with the CEO the other day. 300 orders a week for full builds, 250/week getting built, so there's something of a backlog. Gives you an idea how much they've got on their hands. You can understand how getting what they can out the door could take priority over resolving issues.
It does sound like they know this is an issue they need to tackle, and there's a will from the top to get to grips with the details; real time stock and order information, and responses to queries and complaints.
But we've heard that before. Really hope they get it sorted, time will tell!
300 orders a week for full builds, 250/week getting built, so there's something of a backlog. Gives you an idea how much they've got on their hands. You can understand how getting what they can out the door could take priority over resolving issues.
It's great that they are so busy. It will only get worse week by week until something pops with an almighty bang leaving lots of disgruntled customers out of pocket and bike less.
It's great that they are so busy. It will only get worse week by week until something pops with an almighty bang leaving lots of disgruntled customers out of pocket and bike less.
I imagine you are rubbing your magic place in anticipation.
Really not.
Its nice to see that they have too many orders to fulfil, this will be a short term problem though as I for one will be unlikely to ever buy any product from PlanetX ever again. The reason is centred around a failed frame of their flagship TT bike the Exocet. For me the season starts today so approx. 4 weeks ago I dusted the Exocet off and took it for a pre season ride to check everything functions ok, it felt like it had a flat but it turned out that the metal seat clamp had fractured right through and was allowing the seat post to rock backwards and forwards in the frame. The clamp is glued in so my first call was to PlanetX to see if they could repair (the frame is around 6 months out of warranty now). I gave up calling as I could never get through so this is the timeline of events from the first email....
18th March - email to returns as per instructions on website
21st March - No response so I chose to email Dave Hanney - the ceo as this was a feedback option given on the auto response email
21st March - response from Dave referring me to Alex (returns team leader)
25th March - response finally from Alex asking for return of the bike to inspect etc,
I dropped the bike off at this point in Sheffield as more convenient than 'dismantling and packaging the frame up' - I'm not mechanically capable. SO they have the bike on 26th March, the season is still a good two weeks away however my frustration is mounting.
27th March - response from Alex to say bike has been received and booked in.
7th April - Having heard nothing I chase Alex again, Alex responds with 'the work shop have tried to get in touch with no success'? I have 2 email addresses, 2 mobiles and 1 landline, not a single voicemail was left nor a single email, I'm still non the wiser as to the contact method they chose. Anyhow, Alex refers me to Lee who runs warranty...
8th April - Lee responds saying he has a meeting booked in with Brant for 9th (today) to review the case and will get back to me. I sent a chaser email at 4pm but have still received nothing back....
What a joke, I have no bike nor any idea on what the resolution is going to be, I've been passed from CEO downwards around the business with still no definitive answer. It would seem a common issue for the early Exocet frames to fail in this manner, in my book if something breaks during normal use then it is not fit for purpose. Having spent £3000 on their top of the range TT bike I would certainly hope to have more than 2 years use out of the frame before it needs retiring.
Sadly the UK consumer will have to put up with this shoddy service for a few more months until the customer catches on and takes their business elsewhere. At present I would guess the workshop is over run with failed Exocets which is having a knock on effect with the new builds...
Bad luck. I had a similar problem with the original exocet, so did a lot of people. However I got good service- I even posted up on here about it.
In the past I ordered a couple of things that were wrong, and got that resolved pretty quickly too.
I've got a PX pro carbon and an OnOne lurcher. I absolutely love the company and think their products are great. When I ordered the bikes I did experience some small delays, meaning 2-3 days above and beyond the expectation that they set with me. On both cases I received a product above and beyond my expectation.
Also, when was the last time someone in Brandt's position at a different bike company bothered to come onto the forums and try to sort people's problems out?
I think problems probably relate to a shoddy ERP and warehouse management system plus perhaps some not so lean internal processes.
Lots of delays get blown out of proportion too because we're all excited about our shiny new bikes/wheels/bars/£2.50 base layers.
My 2p.
To add to the woes, I today received my order (ordered Sunday) to find items missing and incorrect items delivered. Email sent off to the returns department, I wait in anticipation.
Its nice to see that they have too many orders to fulfil, this will be a short term problem though as I for one will be unlikely to ever buy any product from PlanetX ever again. The reason is centred around a failed frame of their flagship TT bike the Exocet. For me the season starts today so approx. 4 weeks ago I dusted the Exocet off and took it for a pre season ride to check everything functions ok, it felt like it had a flat but it turned out that the metal seat clamp had fractured right through and was allowing the seat post to rock backwards and forwards in the frame. The clamp is glued in so my first call was to PlanetX to see if they could repair (the frame is around 6 months out of warranty now). I gave up calling as I could never get through so this is the timeline of events from the first email....
18th March - email to returns as per instructions on website
21st March - No response so I chose to email Dave Hanney - the ceo as this was a feedback option given on the auto response email
21st March - response from Dave referring me to Alex (returns team leader)
25th March - response finally from Alex asking for return of the bike to inspect etc,
I dropped the bike off at this point in Sheffield as more convenient than 'dismantling and packaging the frame up' - I'm not mechanically capable. SO they have the bike on 26th March, the season is still a good two weeks away however my frustration is mounting.
27th March - response from Alex to say bike has been received and booked in.
7th April - Having heard nothing I chase Alex again, Alex responds with 'the work shop have tried to get in touch with no success'? I have 2 email addresses, 2 mobiles and 1 landline, not a single voicemail was left nor a single email, I'm still non the wiser as to the contact method they chose. Anyhow, Alex refers me to Lee who runs warranty...
8th April - Lee responds saying he has a meeting booked in with Brant for 9th (today) to review the case and will get back to me. I sent a chaser email at 4pm but have still received nothing back....
What a joke, I have no bike nor any idea on what the resolution is going to be, I've been passed from CEO downwards around the business with still no definitive answer. It would seem a common issue for the early Exocet frames to fail in this manner, in my book if something breaks during normal use then it is not fit for purpose. Having spent £3000 on their top of the range TT bike I would certainly hope to have more than 2 years use out of the frame before it needs retiring.
Sadly the UK consumer will have to put up with this shoddy service for a few more months until the customer catches on and takes their business elsewhere. At present I would guess the workshop is over run with failed Exocets which is having a knock on effect with the new builds...
We are going to replace your frame with a brand new Exocet2.
Sorry you had these issues.
shindiggy - Member
To add to the woes, I today received my order (ordered Sunday) to find items missing and incorrect items delivered. Email sent off to the returns department, I wait in anticipation.
POSTED 13 MINUTES AGO # REPORT-POST
Sorry to hear this. My laptops at work and am working on phone this evening.
And off to pub. But will look into this if you can email me your ticket number?
Also, when was the last time someone in Brandt's position at a different bike company bothered to come onto the forums and try to sort people's problems out?
I grew on one from the forums and message boards. I wouldn't want to vanish.
I'm extremely upset we are not delivering on our promises.
I'm in Old Gate, Hebden Bridge if anyone wants a pint.
shindiggy - Member
To add to the woes, I today received my order (ordered Sunday) to find items missing and incorrect items delivered. Email sent off to the returns department, I wait in anticipation.
POSTED 13 MINUTES AGO # REPORT-POST
Sorry to hear this. My laptops at work and am working on phone this evening.
And off to pub. But will look into this if you can email me your ticket number?
Cheers Brant, email sent
YHMs
[i]We are going to replace your frame with a brand new Exocet2.
Sorry you had these issues.
[/i]
Thank you Brant, progress!
mrduck1980 - Member
We are going to replace your frame with a brand new Exocet2.Sorry you had these issues.
Thank you Brant, progress!
POSTED 2 MINUTES AGO # REPORT-POST
Will sort with you tomorrow.
Cheers. You have mail. Was troubling me all the way home.
I'm having a complete nightmare also with Planet X. I ordered a Sab road bike frame on the 11th of March. After numerous e-mails and phone calls over 4 weeks (which have cost me over €35 from Ireland), I finally resorted to e-mailing the CEO on April 1st as nobody was replying to the e-mails I sent, while I was being repeatedly told on the phone that they were waiting on my frame to be transferred from an external warehouse, as the wrong item had been transferred on multiple occasions, and that it would be shipped later that Day.
On April 2nd I received an apologetic e-mail, explaining that my frame was now out of stock. I took the option of a replacement frame. Again no reply. I e-mailed twice more, finally getting a reply that my order had been changed over and that my frame would be dispatched later the same day. That was now over 2 days ago and no dispatch confirmation or further communication has been made.
The worst part about this is that I bought the frame to build it up as a present for my sisters 16th birthday. She is overcoming a very serious illness, and I thought by giving her a good road bike, it would be something for her to aim for and look forward to, sometimes all it takes is a little hope. Her birthday is in 2 days time, and I really feel like crying I'm so disappointed.
The above sounds a bit more than the usual 'I want my bike now!' thing and hopefully brant and planet-x can sort this out quickly.
I'm having a complete nightmare also with Planet X. I ordered a Sab road bike frame on the 11th of March. After numerous e-mails and phone calls over 4 weeks (which have cost me over €35 from Ireland), I finally resorted to e-mailing the CEO on April 1st as nobody was replying to the e-mails I sent, while I was being repeatedly told on the phone that they were waiting on my frame to be transferred from an external warehouse, as the wrong item had been transferred on multiple occasions, and that it would be shipped later that Day.On April 2nd I received an apologetic e-mail, explaining that my frame was now out of stock. I took the option of a replacement frame. Again no reply. I e-mailed twice more, finally getting a reply that my order had been changed over and that my frame would be dispatched later the same day. That was now over 2 days ago and no dispatch confirmation or further communication has been made.
The worst part about this is that I bought the frame to build it up as a present for my sisters 16th birthday. She is overcoming a very serious illness, and I thought by giving her a good road bike, it would be something for her to aim for and look forward to, sometimes all it takes is a little hope. Her birthday is in 2 days time, and I really feel like crying I'm so disappointed.
can you email me your order details and I'll look into this right away.
I'm sure we can find you a frame.
Whilst I have sympathy for those with problems, I'd just like to say that I ordered two things (on two separate orders) on Tuesday evening, they were both delivered (or at least attempted) today.
Much faster than my recent experiences with Wiggle/CRC and Merlin.
Just for a little balance.
Just for a little balance.
I'm getting a bit bored of reading variations of this TBH. I don't think anyone has alleged that PX / OO cock up every order that they receive. The issue is that when things do go wrong, they seem incapable of any sort of sensible resolution, until it gets aired here and Brant steps in.
That people who order things and receive them in a timely, fuss-free manner feel the need to advertise this fact does actually speak volumes for the reputational damage PX are doing to themselves.
In the long term, since Brant seems to be spending all his time doing basic customer services tasks, who is going to be designing / sourcing new product?
Looks like things are getting sorted out now. Huge relief & big thanks Brant.
Looks like things are getting sorted out now. Huge relief & big thanks Brant.
Let's wait until it's in your hands until you start giving thanks. And seriously, you paid us, we need to deliver. It's the least we can do!
Apologies.
Ordered 700c tyres for the weekend. Got 26" 🙁
Sat on hold a few times and sent an email only to miss deadline for todays orderers to [u]buy[/u] another set for next delivery.
Ordered 700c tyres for the weekend. Got 26"
Sat on hold a few times and sent an email only to miss deadline for todays orderers to buy another set for next delivery.
Can you email me order number and stock detail. Which item? Give me a link?
Suspect stock in wrong location. I found a load of Titus Fireline hangers in the location for the Titus El Guapo 26 dropouts today.
In the long term, since Brant seems to be spending all his time doing basic customer services tasks, who is going to be designing / sourcing new product?
A bunch of hires in my department since the new year. We did a press release but nobody ran it.
In no particular order:-
Ben Harman
Moving up from sales and purchasing to use his First graduate degree Ben is rocking Solidworks and Illustrator to do cool things in 2d and 3d.
Jonny Taylor
Former "Street Furniture" (rubbish bins and benches) designer, keen bmxer and snowboarder, Jonny also is doing the Solidworks thing. Currently working on a brand new Carbon model we can't talk about.
Lorenzo Altissimo
With previous working for Dedaccia, Columbus, Cinelli, Sarto, Deda and others, Lorenzo is working with Italian production facilities on lugged steel, TIG steel and tube to tube, as well as brand managing Planet X's road line.
Jason Faircloth
Former VP of product design for Marin Mountainbikes, Jason is working on Tomac and Titus models for release in late 2014 and early 2015.
Kyle Dunn
Highly respected mechanic, picking holes in everything I do to make things better
Mark Lovatt
Former top UK pro road rider, head mechanic and road tester.
Michael Golinski
Founder of Spot Brand, Michael is brand manager of Titus and Tomac.
Add in Jamie Burrow, handling clothing, as well as brand managing Viner and Holdsworth, we've got a great bunch working on stuff right now.
A bunch of hires in my department since the new year. We did a press release but nobody ran it.
To be fair, no-one publicises in the way you self-publicise Brant!
Its the not replying to emails thats most worrying. Stock does get lost but a few keystrokes to reply. If someones avoiding reply- why? Nothing to report? If so reply back 'apologies refund'.
Dont make it drawn out and painful. Act- move on.