Again, can I big up Ben and Orange - busted ST4 swingarm after 3 years. Email at 5pm day 1, Ben aswers 7:30am Day 2; by day 4 I had shiny new swingarm, with bearings, in my sweaty palms at not cost.
I have owned a number of Oranges (2x C16r's, P7, Sub5 and now ST4) and used to sail with thier sails, but this was outstanding service and help.
Another happy customer here. Had Orange's for years and live quite close to Halifax so have popped over a few times. Last time I was there it was for new decals for my 5. Dean spent ages showing me how not to completly mess them up, got examples of all the versions in stock and knocked me a bit of cash off. Another time Ben let me have a Sram 990 cassette at a biiiiig discount after I'd heard horror stories about cheaper cassettes on Pro 2 hubs. Big thumbs up from me 
sorry for being a cynic, but offering stuff half price and free just shows the appalling amount of markup that is behind these items. a £1200 orange frame can be sold for £600, and they must still make money....
nice one orange !!!!! thanks for sharing that mrfrostie... 
always good to get great feedback.... "The futures bright...the futures ORANGE"...... i wish 'Orange' could nick that slogan...lol 
top tale, great service above and beyond, and reassuring having bought an Alpine 160 last year and then hearing the odd tale of failures.
As equipped with Hope parts fingers crossed I should be sorted if anything breaks.
sorry for being a cynic, but offering stuff half price and free just shows the appalling amount of markup that is behind these items. a £1200 orange frame can be sold for £600, and they must still make money....
Maybe they are happy to lose a bit in the hope the buyer will be happy and buy another at full price in the future? Either way I'm sure the mark up on an Orange is no more then any other bike and I guess they have to make money?
Great service.
My Santa Cruz has never broken though 
If the OP is chuffed to bits (and rightly so IMHO) with the result then that's all that matters. Orange didn't have to go the extra mile, but they seem to with aplomb.
BTW, even Spesh have a very limited (2 years IRC) warranty on swingarms and linkages, from the OP's post I assume that the crack was on the swingarm, not the main frame? Either way, it's a fantastic result all round.
I hope the OP enjoys riding their new bike
If the OP is chuffed to bits (and rightly so IMHO) with the result then that's all that matters. Orange didn't have to go the extra mile, but they seem to with aplomb.
^that.
And as ever, we are quick to critisise and complain...nice to have a balance.
misterfrostie...i had the same great service from Ben and Orange, not quite as good as you regarding the rear end upgrade, back riding around Glentress within a week,top drawer service.Nuff said !!!
My Santa Cruz has never broken
Mine did. And the aftersales service I got was rubbish.
That’s wicked service and very impressive and to the glorious post about "specialized would have replaced it for free" they actually only give a 2 year warranty on the swing arms and linkages but have a lifetime warranty on the main frame.
I bought a 2008 ST4 frame on a discount from Rutlands for £800, it broke after 4 months. When it went back for warranty replacement I asked Rutlands to find out if I could upgrade to a Five. I was expecting to have to pay the extra for the upgrade. But no, Orange sorted me out with a 2010 five frame for nothing and it turned up in a week. They were going to send me a 2011 frame but it would have had to wait for paint, they had the 2010 knocking about and offered me the choice...
Brilliant service!
Maybe they are happy to lose a bit in the hope the buyer will be happy and buy another at full price in the future? Either way I'm sure the mark up on an Orange is no more then any other bike and I guess they have to make money?
Not to be rude but if you know anything about sales, you would not have said this. Companies do not give away stuff and make a loss on a whim, in the hope that the customer "might come back in 5 years time". There will have been profit made there, which almost makes the OP a little gullible.
Intended lifetime, perhaps? Then they offer up the amazing deals, make a fair amount on that I bet.
To anyone who has a cry about the mark up on these bikes! It really is **** all! Your lbs tends to make a 30% mark up on all products some lower and some higher! So mark up is really very small compaired to everything else in the world today electronics, food, clothing! Specialized would of given you a free bike, debatable. You would also need to ride a special needs compaired to an amazing orange 5 go ride one, Orange are a top uk brand like hope. Nice deal on the bike mate.
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