ORANGE 5 WARRANTY WARNING WARNING WARNING WARNING!!!!!!!!!!!!!!!!!!!!!

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ORANGE 5 WARRANTY WARNING WARNING WARNING WARNING!!!!!!!!!!!!!!!!!!!!!

75 posts & 58 voices | Started 11 months ago by keith2005motorcross | Latest reply from grantway

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keith2005motorcross - Member

[b]Basically i owned an orange 5 pro 2008 model well used and happy with Until

Last year, august i noticed the frame had cracked at the bottom of the seat post to the bottom bracket,sent it back under warranty and they said no probs we will fit a new front triangle. Bike 2 1/2 years old got them to paint it red "up" to date colour

April this year noticed frame cracked AGAIN in the same place sent it back again BIKE NOW OVER 3 YEARS OLD but i then find out the Fu@@ers "re ferbished the old frame" re welded the crack which came through again

gues what bike now out of warranty had to buy a new front triangle from them as the bike is worth the square root of f@@k all without it

BE WARNED WHEN DEALING WITH WARRANTY CLAIMS DEMAND THE RETURN OF THE OLD PART TO BE SURE YOU GET A NEW PART [u]

AM NO A Happy Man feels like i have been royally seen off

Posted 11 months ago #
RealMan - Member

8/10.

Good choice of subject.

Posted 11 months ago #
philfive - Member

can you demand the old part on a warranty repair?

Posted 11 months ago #
ton - Member

orange........bad customer relations...............never

Posted 11 months ago #
ampthill - Member

Well I certainly share your frustration. I live in fear of mu unwarrantied FS frame breaking in some way.

But did you have the right to demand a new front triangle, or were you obliged to accept the repair

I know that looks provocative but its not meant to be. I'm genuinley interested in where you stand

"This warranty is limited to the repair or replacement of a defective frame, fork or component part and is the sole remedy of the warranty."

Posted 11 months ago #
keith2005motorcross - Member

Ay you may be right that you cannot demand the warranty part back but i will allways try from now on and i will make sure that i read every condition of the warranty...

i have a new 3 year warranty on the newly purchased front triangle which i got in writing....

I love the bike for its simplicity but another hit for over £500 for a botched repair is a bitter pill to swallow...... so my loyalty to british built patriotism has wained by over £ 500

Posted 11 months ago #
unklebuck - Member

I had an '05 5 fail in the same place as that, and mine was repaired in that same way.

The repair lasted longer then their first attempt, before it cracked again in the same place. In fairness, it had actually cracked in 3 places and I hadn't spotted them because I hadn't bothered cleaning it for weeks.

I was quite happy with the deal they cut me on a replacement given it was 5 years old.

At least you only had to buy half with yours!

But did you have the right to demand a new front triangle, or were you obliged to accept the repair

In law I believe you don't have the right to choose, it's up to them to repair or replace.

Posted 11 months ago #
Zulu-Eleven - Member

So, just to check I've got this right...

You had a frame, you broke it within the warranty period, and they warrantied it.

then you broke it again, outside the warranty period, and they didn't warranty it.

erm... hate to point this out, but... erm... isn't that how a warranty works?

Posted 11 months ago #
andrewh - Member

But did you have the right to demand a new front triangle, or were you obliged to accept the repair

Not sure that matters

they said no probs we will fit a new front triangle

If they said that and then did a repair where does he stand?

Posted 11 months ago #
Popocatapetl - Member

And the moral of the story is "if you want a decent warranty, buy a Trek!"

Posted 11 months ago #
shortbread_fanylion - Member

Ellsworth used to refurbish my ISIS on a regular basis

Posted 11 months ago #
big_n_daft - Member

You had a frame, you broke it within the warranty period, and they warrantied it.

then you broke it again, outside the warranty period, and they didn't warranty it.

which explains the value of a lifetime warranty

Posted 11 months ago #
convert - Member

So, just to check I've got this right...

You had a frame, you broke it within the warranty period, and they warrantied it.

then you broke it again, outside the warranty period, and they didn't warranty it.

erm... hate to point this out, but... erm... isn't that how a warranty works?

I'd say you got it wrong!

I read it that the repair they made failed 7 or 8 months after the repair was carried out. In essence they failed to sort the original problem out satisfactorily. I would be arguing that the problem is actually the same original problem, reported within the warranty period and that it is beholden on them to sort it out. They had a choice of repairing the fault or replacing the part the first time & chose the cheaper option. If they had replaced the component (presumably your preferred option) this second failure would probably not have happened.

A 3yr warranty should not be an indication of an expected life of a product and repair under warranty should not be done so that it can "limp" to the end of the warranty period.

Posted 11 months ago #
keith2005motorcross - Member

yes it was outside the warranty period but it broke again within 7 months of the repair .taking into consideration that DEC JAN and FeB due to being snowed in i never used the bike. so the reapir only lasted 4 months of actual use

If this is the standard of repairs carried out by orange then its pretty poor in my opinion

Posted 11 months ago #
falkirk-mark - Member

I read it that the repair they made failed 7 or 8 months after the repair was carried out. In essence they failed to sort the original problem out satisfactorily. I would arguing that the problem is actually the same original problem, reported within the warranty period and that it is beholden on them to sort it out. They had a choice of repairing the fault or replacing the part the first time & chose the cheaper option. If they had replaced the component (presumably your preferred option) this second failure would probably not happened.

Ditto, How long does their repair have warranty for, surely 1 year would be expected.

Posted 11 months ago #
keith2005motorcross - Member

yes i would have thought a reasonable time for the repair to last would be expected but they say- 3 year warranty- and that is what i got like i said i now check all warranty conditions from now on . so i have paid the money got the frame and am now back out on the trails...

this post is not to argue with anybody but hopefully inform people that bike companies dont allway renew broken things but sometimes repair.

just beware and ask the question on any warranty claim

Posted 11 months ago #
Oxboy - Member

Specialized, life time warranties on their frames, mate of mine broke his old sx trail and was given a brand spanking new frame. The lucky b*gger! I look forward to breaking my 2009 pitch

Posted 11 months ago #
andrewh - Member

I bought a Marin XC100 frame in March 2004. Cracked the BB shell in Nov 05, brand new Mt Vision Pro frame arrived 3 weeks later.
Wrecked the dropouts on the swing arm in July 2007 (outside the warrenty period of the frame I had actually bought)
Took it in to my local dealer and 2 weeks later had a new swingarm and full set of bearings.
Top marks to Marin.
(sort of relevant, some companies do go beyond their original warrenty period, good PR as then people like me come on forums like this and say how good they are)

Posted 11 months ago #
cynic-al - Member

Point is Orange LIED and should not be trusted.

Posted 11 months ago #
Surrounded By Zulus - Member

I would be kicking up a bit more fuss if their repair broke after only a few months. You should sell it and get a proper bike now so that you dont get stung again.

Posted 11 months ago #
james - Member

£500 for an alu. front triangle? I was offered £350 for a carbon front triangle

"which explains the value of a lifetime warranty"
My bike shop told me my 'lifetime warrantied' frame had had about it going by the chips (rock strikes riding in the peak mostly) inside of 3 years old (shock warranty is 5 years). Spesh did warranty the snapped rockers it was in for though

Posted 11 months ago #
Northwind - Member

FWIW when I broke my Hemlock I phoned Cotic up and said "I've broken my bike, also I have no warranty, I bought it off ebay, and I think it'd be out of warranty even if I'd bought it new, and I think it's possibly connected to going downhilling on it and whacking it off french mountains." and Cotic said "No bother, we'll express courier you a replacement part tomorrow for free, sorry for the inconvenience"

But Orange are british so I suppose that makes up for it eh

Posted 11 months ago #
Mike - Member

I'm with Convert on this one...problem with frame, Orange took the cheaper option and repaired. Repair obviously didn't fix the problem so I would've thought they'd of repaired again or replaced. Crap service IMHO

Posted 11 months ago #
ButtonMoon - Member

+ 1 Popocatapetl

6 year old 9.9 carbon frame REPLACED with current model. Priceless!

Posted 11 months ago #
Del - Member

FWIW when I broke my Hemlock I phoned Cotic up and said "I've broken my bike, also I have no warranty, I bought it off ebay, and I think it'd be out of warranty even if I'd bought it new, and I think it's possibly connected to going downhilling on it and whacking it off french mountains." and Cotic said "No bother, we'll express courier you a replacement part tomorrow for free, sorry for the inconvenience"

that is indeed excellent, and above and beyond the call of duty, to warranty a SH frame. cotic are pretty used to supplying replacement parts for those frames though...

Posted 11 months ago #
neninja - Member

That stinks.

A warranty replacement/fix part should carry the full term warranty and the clock should start again (but obviously not for any parts not replaced). There's no way they should have welded up a crack like that in what is clearly a stressed area.

I'd be inclined to drop a small claims bomb on their doorstep (or the supplying dealer) as their warranty fix failed within an unreasonable time and the bike is clearly not fit for purpose.

Also throw in Unfair Contract Terms Act - You cannot use standard terms in contracts restricting or excluding liability for breach of contract, providing an inadequate service, or providing goods that have been misdescribed, are not of satisfactory quality or are not fit for their purpose.

I reckon they have provided inadequate service, goods of unsatisfactory quality and unfit for purpose and are trying to use their warranty small print to weasel their way out of it. I'm guessing the case would be against the dealer rather than Orange directly but the dealer could probably bring some pressure to bear on Orange or counter sue them.

Don't take it lying down MTFU

Posted 11 months ago #
kaesae - Member

Did you take any photo's of the cracks and do you have any paper work for the frame to let us see

Posted 11 months ago #
don simon - Member

What have they done wrong?
Problem identified and rectified to the satisfaction of the customer and within the law.
Problem outside the warranty period and claim is rejected.
First they have to offer to repair.
Second, if the product can not be repaired, offer a replacement.
Third, offer a refund if the customer is being awkward.

Posted 11 months ago #
Hob Nob - Member

A warranty replacement/fix part should carry the full term warranty and the clock should start again (but obviously not for any parts not replaced). There's no way they should have welded up a crack like that in what is clearly a stressed area.

AFAIK, its standard practice on all warranties for that not to be the case. If your car engine goes pop, the replacement engine is only warrantied up to the original term. It doesn't reset.

However, thats not really the issue in this instance - they said they would replace the front end & it appears they didn't, they just fixed the original.

Posted 11 months ago #
Cheeky Monkey - Member

"Manufacturer's warranty" and "fair life of the item" (or whatever it is in the Sale of Goods Act) are not the same thing.

SOGA is the primary thing to look at / use, a manufacturer's warranty is just cake icing. You're entitled to a reasonable use and life out of what you buy which means when that bike / telly / fridge stops working one month after the 12 month manufacturer's warranty you STILL have a claim under SOGA. It trumps the manu's warranty.

There's stuff on the internet and consumer forums / websites that deal with this much better than me / us.

Personally, it sounds like you've been rather diddled. Then again I've been in the situation where I wanted certainty about something (funnily enough a component on an Orange Sub5, moons ago) and just bit the bullet and paid for an upgrade.

The same frame snapped the front shock mounting bolt, splayed the mounts and had to be re-welded. Orange were fine to deal with but I traded the repaired and resprayed frame in for a SC Superlight. TBH I never got on with the Sub5 so it all worked out OK.

Posted 11 months ago #
richc - Member

A warranty replacement/fix part should carry the full term warranty and the clock should start again (but obviously not for any parts not replaced). There's no way they should have welded up a crack like that in what is clearly a stressed area.

That is definitely not how it works for Cove and Specialised, as I found out, I broke one Cove at 11 months (in warranty) and the replacement new frame in 3 months (exactly the same place) and the second claim was turned down.

As for the Specialized I had to pay for an upgrade or have a welded frame (at the shock mounts) returned to me.

Posted 11 months ago #
Spin - Member

Where's that t*t (flow was it?) who was banging on about how he bought an Orange because of their legendary customer service?

Doubt we'll see him on this thread!

To OP: Nae luck, hope you get it sorted.

Posted 11 months ago #
xiphon - Member

One unhappy Orange customer.

News at 10.

Sun is still shining.

Oxboy » Specialized, life time warranties on their frames, mate of mine broke his old sx trail and was given a brand spanking new frame. The lucky b*gger! I look forward to breaking my 2009 pitch

You won't have a problem in that, trust me

Posted 11 months ago #
joao3v16 - Member

Re. the OP

sent it back under warranty and they said no probs we will fit a new front triangle

then find out the Fu@@ers "re-furbished the old frame"

For me, this is the worst part of it all. Blatant lying & dishonesty toward a customer.

Totally unacceptable & I would be pursuing Orange to supply a new front triangle free of charge, as they said they would in the first place.

Do you have any written correspondance to provide proof of the original agreement?

Posted 11 months ago #
ChunkyMTB - Member

I had issues with the Orange warranty dept about 10 years ago. Haven't owned an Orange since and never will.

Now on a Turner and Dialled Bikes, so know I'll be looked after.

Posted 11 months ago #

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