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Quite simply brilliant. They just agreed to replace my faulty Revelations with an upgraded model. All within about 15 minutes of speaking to Brant via email.
This is what all bike companies should be like. I've had to fight tooth and nail before for warranty replacements with other companies.
Thanks On-One.
Have had same experience with them, very quick, easy and courteous service when replacing a (minor) fault with a product (not made by them)
I'll second honourablegeorge. When my new frame arrived transit damaged they were simply great. I didn't fancy the rigmarole of re boxing it and posting it back, so I doorstepped them at 8-30 am on a Saturday. They got a new frame out, let me inspect it and try fitting a bb cup, then let me have it.
They were really good and I will definitely use them again. Their prices are pretty competitive too.
Pretty competitive is an understatement. £1000 for a carbon 456 with SRAM X9 and Rockshox Revelations is an absolute bargain IMO. Plus the On-One Maxx wheels are nice and clicky 😀
I opened this thread thinking it was gonna be another whinge about poor service
Glad to see a thread affirming what I've experienced in my dealings with them
Brant is the best customer relations manager ever! (Even if its not his job 😉 )
Reading this with great interest! I was looking at the RT58 but had been put off by worrying tales of poor customer service. Been looking at Giant/Cube/Trek instead. maybe it's time to add Planet X back onto the list.
I use O-O a lot . Love their bikes(I currently have 3, and used to have a 456c), they often have little niggles, but any problems have always been dealt with to my satisfaction.
They do seem to have a bit of an issue responding to emails though. Several posts on here recently referring to it. I emailed on 2 separate issues 10 days ago with no response ( one a warranty issue on my FTMc, and one about not receiving a head badge and decals for my Fireline Ti).
I'll ad to the slight negative gripes & ask the question why it takes so bloody long to get money refunded when I'm sure an on-line retailer can only take your money when goods are ready for dispatch?
I ordered a frame on the 5th, got an email on the 11th to say they couldn't find it, I asked for a refund on the 11th, heard nothing, sent an email yesterday at 8am saying if I didn't receive a refund by end of play I would contact the card company, waited another day & still nothing, so I have just got off the phone to Barclaycard having reported it.
It's a shame as when it works the stuff goes out fast & it's normally very cheap, but when it doesn't then it's a PITA. I have no idea how many complaints your allowed as a retailer before the card companies refuse to deal with you, but it can't be endless, & a biggish company like PX must totally rely on card payments.
I'll still deal with them again though, I just don't want the money to come out of my account for something I haven't received 🙂
Bought 2 bikes off them and both purchases had their issues but sorted in the end. I will buy more bikes from then, they do ride well!
Took my chasing for them to 'find' the faulty wheels I sent back to them, to then be told that (wayne, who is a very helpful chap, who dealt with it) to give it to someone else who would initiate a refund ' Within 3 working days' Lucking I did get it back the next day, but to send an item to them at the same time I sent one back to CR both for refunds, I was 10 days better off with the CR on speed of money coming back to me. Happy with the replacement wheels, but just worry about their process for refunds when you return stuff.