Forum menu
So, I own a 2015 Mondraker Foxy Carbon. I've no regrets in terms of how the bike rides. However, the bike was a significant outlay and I'm far less impressed with Mondrakers non-existant customer service.
Three times I've tried to contact them via the contact form on their website, the first two attempts were technical in nature as I was enquiring about aftermarket shock compatibility (really poor clearance in the frame). The third was a question on spares availability. On all three occasions, they couldn't be bothered replying (spam checked). They don't accept DM's on Twitter and the contact button on FB takes you to their website contact form - are they intentionally making it difficult to make contact? When customers are spending thousands on bikes it would be nice if the went to the bother of at least acknowledging you.
To rub salt into the wound, the spares enquiry is in relation to a crack in a very thin nut for one of the pivot axles. An individual spare is available but not the size that I need. Silverfish have been very responsive (can't fault them) but unfortunately, they have told me that I can't get a replacement nut, I need to buy the entire lower linkage kit at £78 - WTF. In fairness to Silverfish, they were very apologetic and said it was a Mondraker policy and unfortunately nothing they could do.
So, where does it leave me? Well, I'm going to have to shell out £78 for the full linkage kit which I'm not happy about. However, the lasting impression is of an arrogant company that doesn't give a s**t about it's customers and I for one won't be buying a Mondraker again (no matter how much I like the bike). Plenty, of good companies out there that offer really good aftercare - Bird, Orange, Hope etc.
I really don't understand their attitude/policy, looking at the Mondraker thread on the mbtr forum, they have lost customer loyalty on more than one occasion, by ignoring customers. Surely, in this day and age, when the bike industry is being stretched, you need to engage with your customers. I'd be less pissed if they had at least acknowledged me, only if it was to say "sorry, you need to buy the full kit"
Am I expecting too much? Rant over.
That's pretty rubbish.
I've been in contact with Evil via their contact form, and they've replied within a few hours each time. Their staff are proper friendly, and even sent me out some parts for free, with no postage costs either.
They seem to have shaken off their bad rep and poor QA from the old factory really well so far.
I like the look of the current Evil's and from what I've read they have definitely turned the corner on both the customer care and frame durability front. Would definitely consider them next time round
Regarding the bolt.... Can you take the one you've got to someone locally to machine a copy? Should be far far less than £80
It's not the bolt but an oval shaped nut that fits a recess within the frame - same as this but sadly different size, https://www.ebay.co.uk/itm/Mondraker-MB-099-12114-Pivot-Nut-M10-x-5-75/162067483644?epid=1868877114&hash=item25bbf98bfc:g:tHQAAOSwt7pXM1Vp.
I might be able to get someone to machine the nut though.
I've found pre-sales responses from manufs to be non-existent when using email/contact forms/Twitter etc. Phoning is the only way to get an answer, and even then it sometimes comes down to "We don't deal direct with the public ... you should go to your local dealer ... blah blah ..." to which I reply "They can't give me a clear answer, hence I'd like one from you guys."
Other than that, Spesh are the only firm I've had direct post-sales dealings with and they've been excellent. Two replacement frames (under CRW) and new shocks each time.
My general rule is to avoid buying anything I value from a company that doesn't have a validated telephone number on their website. There's usually a reason they don't want it made public IMO.
Thanks for the information.
That's indeed crappy. Are companies like Mondraker not aware that bikers talk to each others?
<span style="color: #444444; font-size: 12px; background-color: #eeeeee;">I might be able to get someone to machine the nut though.</span>
If you're anywhere near Malvern I could probably knock one up for you..
If the nut is cracked I'm surprised they're not willing to sort you a new one gratis.
Doesn't reflect well on Mondraker or Silverfish IMO.
Tbh, I'd be going back to the retailer/ silverfish sounds like they are fobbing you off, with what should be a warranty issue.
(Silverfish were similar with me years ago with a useless RF headset)
There’s usually a reason they don’t want it made public IMO
Well yeah, they've setup a dealer network to deal with the public instead
Yeah, "our hands are tied guv, that's be £70 please"
Indeed Chakaping. Easy to blame a faceless / mysterious third party that doesn't engage in conversation with their consumers. Perhaps that's what Mondraker want. My grievance isn't with Silverfish, they were very responsive and apologetic, I can't really knock them.
@stevied - really appreciate the offer - thanks, sadly in deepest darkest Surrey
They aren't the only ones - Yeti take the piss with their poorly designed shock bolts then force you to buy an entire bearing kit at £150 for the one bolt that routinely fails.
If you're stuck, give susssedout suspension a call. Toby and Will are sound lads and know their stuff. They've also got a handy Enduro racer on the books so will know what breaks and how to fix it regarding Mondrakers.
If you get really stuck, you could post the nuts up and I'll knock some up and send them back..
<span style="color: #444444; font-size: 16px; -webkit-text-size-adjust: auto; background-color: #eeeeee;">Well yeah, they’ve setup a dealer network to deal with the public instead</span>
I was referring to all online businesses, not just manufs and disties. Plenty of public facing firms avoid direct contact via phone.
@stevied - really appreciate that offer, I may well take you up on that at some point. I'll reach out to sussedout to see if they can help first. thanks
If it is a warranty issue, it is upto Silverfish to sort a new bolt. If that means they have 99% of a linkage kit 'spare', then that is their problem.
Silverfish then need to sort it out as their ongoing warranty costs back to Mondraker (who I assume under a distribution agreement are responsible for costs of warranty).
If not, I would look up the offer above or a local engineer who can knock one up.
<span style="color: #444444; font-family: 'Helvetica Neue', Helvetica, Helvetica, Arial, sans-serif; font-size: 12px; background-color: #eeeeee;">It’s not the bolt but an oval shaped nut that fits a recess within the frame – same as this but sadly different size, </span> https://www.ebay.co.uk/itm/Mondraker-MB-099-12114-Pivot-Nut-M10-x-5-75/162067483644?epid=1868877114&hash=item25bbf98bfc:g:tHQAAOSwt7pXM1Vp <span style="color: #444444; font-family: 'Helvetica Neue', Helvetica, Helvetica, Arial, sans-serif; font-size: 12px; background-color: #eeeeee;">.</span>
I might have one in a spares tin somewhere. I'll let you know when I'm home from work.
From memory the one in the ebay link is for the lower linkage and I'm guessing you need the upper linkage to rear triangle one?
I'm also certain I bought them individually from Silverfish via my LBS.
I bought this on ebay
https://www.ebay.co.uk/itm/Mondraker-MB-099-12114-Pivot-Nut-M10-x-5-75/162067483644?epid=1868877114&hash=item25bbf98bfc:g:tHQAAOSwt7pXM1Vp.
but it's too small (the actual outer dimensions of the nut). Apparently, I need the 5.5 (not 5.75) nut and that is only available in lower linkage kit 13 The nut is the thinner of the two in the kit and is for the lower linkage axle. Doesn't seem to be available other than via the full kit.