[Closed] Experiences with On-One frame warranty?

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You're going to need a bigger kettle.

to call the UK, just take the first 0 of the front of the UK number, and ad 0044...

so for example, if the phone number is
01709 38 66 66

dial 0044 1709 38 66 66

oh and good luck!

There seems to be a pretty active On-One contingent on this forum

But aren't they generally bemoaning customer service and after sales support?

Good luck.

Edit - I preferred the bunny!

In an attempt to engage in a meaningful way, is your frame an older Codeine? Does the left-hand chainstay run straight between the pivot and axle

or is it the newer design, i.e. dropped, like the right-hand / drive-side?

At least, I think there's a difference... (and I think it's the older ones that have been a little bit breaky)

to call the UK, just take the first 0 of the front of the UK number, and ad 0044...

that aint right. (are you my wife? she doesn't get it either!)

the 00 is a uk international thing. US equivilent is 011.

drop the first 0 add 011-44-

Sent my fatty back as the headset wouldn't stay tight.

Ended up being the stem was on the piss no the frame/headset. But they were great about fixing it, even asked if it was OK taking it for a ride to make sure it was sorted rather than having to to and fro with it. Gave me a set of new carbon bars for the trouble too.

I'm guessing the phone call goes something like:

My bike broke
[i]Our frames don't break, we have no experience of this. Are you sure?[/i]
Yes I'm sure.
[i]We'll need to inspect it[/i]
But I'm in America
[i]we'll need to inspect it[/i]
...Repeat...
I'll send the swing arm
[i]No we need the whole bike if you bought a bike, or the whole frame if you bought frame only[/i]
Can i take it to my lbs for an opinion instead
[i]You can, but then they'll need to send it back to us, complete[/i]
That's ridiculous, it's going to cost me 100s of dollars to return it.
[i]maybe, but once we've got it back we can inspect it and, [b]if[/b] it's faulty we'll replace the broken part foc (probably with a different colour bit), and return it to a UK address, international shipping for a bike or frame is 150[/i]
That's about the same as a new frame in shipping costs.
[i]A new swing arm is 100+post[/i]...

the 00 is a uk international thing. US equivilent is 011.

drop the first 0 add 011-44-

The phone call issue is more about time zones/works schedules/business hours than being able to dial the phone.

I'm guessing the phone call goes something like:

My bike broke
Our frames don't break, we have no experience of this. Are you sure?
Yes I'm sure.
We'll need to inspect it
But I'm in America
we'll need to inspect it
...Repeat...
I'll send the swing arm
No we need the whole bike if you bought a bike, or the whole frame if you bought frame only
Can i take it to my lbs for an opinion instead
You can, but then they'll need to send it back to us, complete
That's ridiculous, it's going to cost me 100s of dollars to return it.
maybe, but once we've got it back we can inspect it and, if it's faulty we'll replace the broken part foc (probably with a different colour bit), and return it to a UK address, international shipping for a bike or frame is 150
That's about the same as a new frame in shipping costs.
A new swing arm is 100+post...

That's what I'm afraid of. I'll buy a new swing arm/ seat stay (it's bent too) if that's what it comes down to, just so I can sell the damn thing, but they have to acknowledge me first... I have a plan in place to get their attention, but I hope this gets resolved properly before I have to go there...

I have a plan in place to get their attention, but I hope this gets resolved properly before I have to go there...

Sheffield isn't that bad but I'd not suggest turning up naked, if only because of the temperature.

Rorschach, I thought Brant had left On One?

Here's my useful post:

dave@planet-x-bikes.com? I think for Dave Loughran.

Simon Clarke (sq225917 on here), is comms director or something at P-X- there's an email in his profile

Here's my useful post:

dave@planet-x-bikes.com? I think for Dave Loughran.

Simon Clarke (sq225917 on here), is comms director or something at P-X- there's an email in his profile

Excellent, thanks

I work 3 miles from their barnsley shop. Want me to put something smelly and on fire through the letter box? It’s traditional at this time of year round here.

You may be disappointed doc, they closed their Barnsley shop a few months ago.
Op, they also used to have a distributor in Portland Oregon which majored on Titus bikes but that's shut too. Alex(f)Hunter is, or was,their warranty person.

Shows how often I went there. I preferred it when it was cycle promotions bargain bins anyway

In a word , BAD.

I tried to return a frame that was a mess brand new and got no satisfaction I was also in a different country and they did not want to know.

Simon Clarke (sq225917 on here), is comms director or something at P-X- there's an email in his profile

Simon responded, he's going to check on it in the morning

Didn't realise they closed their Barnsley branch.

They are definitely less prevalent than they used to be. I do wonder how well their business is doing.

[url= http://www.bikebiz.com/news/read/brexit-blamed-for-redundancies-at-planet-x/020270 ]badly[/url]

[url= http://www.bikebiz.com/news/read/1m-profit-for-planet-x-after-corporate-reboot/021511 ]or not, [/url]

One of my first posts on here was a slightly negative comment about O-One.

I got shouted down pretty strongly. As it happened I was being a bit of a fool thinking it was a big company and bemoaning their slowish email reply. So I deserved the shouting down basically.

Now its the opposite, people queue up to have a bash at On One. Shame it went this way for the company really. 🙁

On One? Warranty?

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My frame warranty experience was a shitfest of brazen and contradictory lies. When I bought it, it was when they still had a veneer of being a reputable business but by warranty time I think they'd reached the tipping point where so many people knew they're shady that they'd stopped putting any effort into it.

I have a sort of grudging respect for a good lie- one that's got some credibility and effort in it. But that was too much work. Not unlike the frame construction I suppose.

I received excellent warranty service from them on a pair of Fizik road shoes (that I suspect were seconds). This was four years ago though.

I think they warrantied something else for me prior to that, possibly some gloves, and that also went smoothly.

I haven't bought anything from them for a while as they removed free postage on orders under fifty quid.

All in all, would use again but unlikely to due to the postage thing.

BTW, I did finally hear back from them today (thanks to vinnyeh, and swampi, who saw this thread), but they have thrown a new challenge at me; more on that if it doesn't get resolved shortly...

To be fair, warranty would be hassle for us if we bought a frame from your neck of the woods I guess with postage costs and import duty etc.
Hope it works out for you anyway OP.

My codeine cracked on the top tube it was one of the original ones before they added a gusset/extra weld between the top and down tube, they replaced it for me no quibbles with the updated version.

Well, I thought things were finally moving, but now there's silence again... been a few days, still waiting to hear if I'm shipping the stays back, or what happens next...

It's only Monday mind...

Don't be too quick to disappointment, you'll rob your self of the full experience.

My tuppence worth, not that it's particularly relevant to Texas, mind.

My first warranty/replacement dealing with them was for a 456 evo 2 frame. It arrived damaged, probably by Yodel. They wanted me to send it back, but I basically insisted that if I took it to them in person (1 hour fifteen away from me), they would swap it there and then. They agreed to this and the swap went smoothly. So in this instance, I went out of my way to not give anyone an opportunity to hide behind time taken to courier etc and they kept their end of the bargain.

In the second instance I cracked a 45650b just above the disc mount on the chainstay. It was a frame I didn't gel with 100% to be honest, so I decided to make a claim and post it back. The whole warranty/replacement thing took about 2-3 weeks and would have pissed me off had I not already bought a new frame. Anyway the replacement came and it clearly wasn't brand new (one or two telltale marks where components had been mounted). It had definitely been reconditioned. But ultimately it didn't matter as I flogged it on eBay and got more for it than they were knocking out new frames for at the time, so lucky really.

I would say, on balance, they're not as high as Hope levels of quality/service, but nor are they as low as Superstar.

You pays your money etc.

Anyhow, good luck OP. You might use this as an opportunity to upgrade your frame and recoup the cost with a warranty replacement afterwards like I did(?)

By the way, glib responses with amusing gifs are, well, amusing. Except if you're the OP who is asking for a bit of help and is worried about ending up out of pocket and/or bikeless for a long portion of prime riding season, that is.

Peace out.

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Anyhow, good luck OP. You might use this as an opportunity to upgrade your frame and recoup the cost with a warranty replacement afterwards like I did(?)

It has become evident by the slooow rate of communication that this will take a good while, so it may come to that. I did like the Codeine 27.5 a lot, and would have been content to keep it for another year or so, but between prime riding weather and lost confidence in the Codeine, I may have to move on if the right deal comes along.

You have to hassle them.

My experience was about five years ago with a 456Ti frame. It took about a month for them to send me back somebody else's frame. Then another two weeks for them to get the right replacement frame to me.

Loads of phone calls.

Hassle them.

Finally, closure; it took a while, but they came through...

I didn't watch all of the video but chapeau for the comedy finger bandage 🙂

I'm not watching 6 mins of someone not making eye contact with the camera - care to summarise?

Congratulations on getting it sorted. However that youtube film is terribly dull, sorry.

Finally, closure; it took a while, but they came through...

Well done, no way I'm watching that video though.

And your new bike is?