On One Warranty. Would you accept this?

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On One Warranty. Would you accept this?

46 posts & 34 voices | Started 1 year ago by billyboy | Latest reply from Jase

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billyboy - Member

D Faff Master

This frame I've been sent under warranty is a Ti456 18" in the pewter/matte finish with silver flame effect on the down tube around the On One logo, and has the strengthening strutt between the non driveside stays that my earlier model lacked.

It has the FSA headset cups as described, an ordinary bolt up seatclamp in black and silver, and the dent on the non driveside top tube 2" or so from the headtube.

Is that definately your old frame? Do you still have the serial No so I can tell for certain?

Posted 1 year ago #
billyboy - Member

D Faff Master

If you mailed me direct at......

billyboy.chapman@tiscali.co.uk

.......it'd be very helpful.

Ta

Posted 1 year ago #
allthepies - Member

C'mon, how many frames sent to on-one have exactly the same damage + existing named headset. Course it's the same frame.

Posted 1 year ago #
daveplanetx - Member

billyboy - sorry about this , it sounds like a right crock of sh*** on our side and the best weve got is an apology and the hope we can try to sort something for you this week.

Given that it probably sounds like you have faffmasters frame we will probably need to get that frame back and sent on ..

Weve had a few staff changes recently , lost a few including three of our most longstanding , and only just replaced them - so weve been a bit stretched and our customer service and returns processes havent been good enough - getting the new staff up to speed quickly has been challenging .

Our returns person also left a month ago and this item probably straddled the staff change and Id reckon in our defence this is definitely a genuine mistake , but its still a mistake and thats not good enough .

If you mail me at dave@planet-x-bikes.com and include returns no / original order / phone number then I will get in touch monday .

Same goes to faffmaster please get in touch and I will try to sort . .

Posted 1 year ago #
Stoner - Member

Posted 1 year ago #
Roter Stern - Member

LOL @ Stoner

Posted 1 year ago #
billyboy - Member

It was a case of wrong frame sent to wrong person.

The frame I got was D Faff Master's wife's frame.

I feel a bit of a plonker because I didn't realise they had sent me a 16" instead of an 18", nor did I check with a tape measure. I checked over everything else (frame alignment, dropouts etc), but then found the dent and stopped checking it over any further.

Hopefully the two frames are now headed to their correct destinations.

Posted 1 year ago #
Junkyard - Member

Nice reply ny Planet x more likely to buy from them after that TBH
ps e-mail in profile for discount code

Posted 1 year ago #
pitduck - Member

Posted 1 year ago #
Gary Banham - Member

I love it when somebody admits there may have been an error, things happen and it's how they are dealt with so well done

Posted 1 year ago #
Jase - Member

Love the way these threads always end up turning round................lynch them, crap service etc............then great service, would buy from them.

Not dissing just an observation

Posted 1 year ago #