[Closed] On-One - should they state OEM ?

Should have asked them if they would like fox to know they were selling oem forks as retail.

If its really cheap then its probably OEM.

If its OEM dont expect manuals, tools etc....

And I would like it if its said OEM but you can usually guess it is.

Someitme shops say it does NOT come with X some don;t.

I guess if thay said its OEM i.e. grey then things might be said by the manuf?

foxy - true but they aren't stating that and I asked them in my email...

Nup, seems fair enough to me.

They don't mention a pump and don't show it in the pictures.

It's a case of disappointed expectations rather than sharp practice.

I think MSP's spot on! Mojo may be interested too.

I think they are obviously being coy and will only admit it OEM if pushed 🙂

TBH it was the customer service that has really peed me off - when will companies learn that customer service is crucial - even if you are selling things at a good price ?

epicyclo - fair enough, but forks normally come with shock pumps.

don't see why Mojo woudl be interested?

your contract is with the retailer. It's up to On-one how they service the warranty.

epicyclo - also that would mean no forks would come with pumps as none state that they do..

Nowt wrong with that IMO.

I don't see an issue with them being OEM & it not being mentioned in the ad

They may not have bought them from Mojo - if so there wouldn't be much they could do about it

do all fox forks come with a shock pump? I wouldn't have expected it unless it said, your getting a bargain and your complaining about it.

Of course they haven't bought them from Mojo, but I doubt Mojo like being undercut by a retailer who are technically selling an inferior product, which was my point.

cheap forks don't come with a pump. shock! awe!

would you still have bought them if they did say OEM?

Yes all retail fox forks come with a pump, are they about 25 quid to buy seperatly, not so much of a bargain if you don't already have one.

What did you expect them to do exactly? Give you a free shock pump because you complained?

I agree that the ad should probably say OEM but I can't see anything wrong with their customer service.

At that price it's fairly obvious they are OEM anyway.

storm in a tea cup, get over it.

I think you dead right. I bought an ex demo bike last year with fox on it and they threw in pump as how else expected to set them up? Is perfectly reasonable to expect, especially as not sited in add.

Why are they technically inferior if they don't have a pump? Or is there something else different about OEM Fox forks?

Of course they haven't bought them from Mojo, but I doubt Mojo like being undercut by a retailer who are technically selling an inferior product, which was my point.

Better not tell madison about CRC and Merlin and....

99% of the time OE are the same product but without the fancy packaging.

fuss over nothing!

Customer service sounds ok to me, most mail order places won't even let you pick up!

I can't see the issue. Buy them OEM, buy a £15 shock pump and download the Fox manuals off the net.

If you are bothered about them being non-OEM then pay a couple of hundred quid extra for the box, manual and pump.

Almost everything really cheap (gears, forks, wheels etc...) in the cycle world is OEM. Usually via a bike manufacturer who has over ordered.

I presume that you went to On-one to save the postage too?

Really can't see the problem with this...recently bought some Fox forks off CRC. They're don't state OEM but that's what I was expecting: they arrived, they were OEM and I didn't get a Fox box & pump...I didn't give it another thought as I just got the fork I really wanted at a good discounted price and couldn't give a toss if it came in a nice box with a pump.

how am I supposed to set them up, surely they should come with a pump

By that argument, should we get a pump with every inner tube we buy?

Using a normal bike pump on them
I did on mine until I got a full sus and needed c 200psi
Bought a brand new spesh with floats - no pump !!

dont get it - they're the same fork not in a box?

ok - perhaps the problem is with me !

i'm man enough to except that !

However, i did say the main problem was the blokes reaction,

And i did say it was a minor gripe.

hope you get no problems with them, could find you have a very limited warranty or none then those great savings are not so good afterall 😥

Of course they haven't bought them from Mojo, but I doubt Mojo like being undercut by a retailer who are technically selling an inferior product, which was my point.

So what would be the point in telling Mojo then?
What are they going to do about it?

besides - I'm sure they know fine well who's selling kit brought in from another supplier

[i]could find you have a very limited warranty or none then those great savings are not so good afterall[/i]

Hows that then? Genuinely interested. It was my understanding my contract is with retailer, in my case CRC, so if anything goes wrong in warranty period, its up to them to rectify it...how's that 'limited'. 😕

[i]technically selling an inferior product[/i]

I'm also intrigued how an OEM Fox fork is 'inferior'.

So i ask the young lad (sorry not being patronising

Now the young lad bless him

Fox retail forks come with a pump, pretty much everyone knows that. Ford cars come with tyres fitted, if I turned up at a dealer to pick up a new car, and found that the tires wasn't included in the deal they had given, I would be pretty pissed off.
They should state that they are OEM because not including the pump changes what is being sold from the standard package.
If its still a good deal, so be it, but at least you should be given the full details to decide on a like for like basis.

Fox retail forks come with a pump, pretty much everyone knows that

Only if you've bought them in the past I would have thought
I must admit, I wouldn't have expected or even wondered if a pump was included

At the least they should state that it's not got retail packaging. Don't know if oem Fox product is different to retail, but other brands are - I bought a pair of Minutes several years ago from crc that were substantially different to the retail forks, but didn't know til they arrived. Very pissed off about it, especially since the discount over full retail was only about 20%. They went back pretty damned quick.

If they'd been Vanillas, oem, which just come with the standard spring then there's an even stronger argument for revealing their oem origins.

In the world of OEM, Mr Hoi Sin in Taiwan orders 15,000 groupsets, forks, finishing kits and 10,000 frames. He then offers the excess to CRC, Merlin or On One for buttons because the manufacturers have changed the colour/design or decals and has already received a credit on his excess.

Why would Mojo be a bit peeved, well if you go into a shop and buy a set of Fox 36's RC2 at £850 the retailers order from Mojo, if you buy from On One then it's coming in the back door and my not carry a warranty as the product have a serial number that won't be on Mojos system and they can tell you to return them to Mr Hoi Sin to fix and will he give a toss???

Adrian is and always will be worked off his feet, I've seen him on line well into the night doing his customer service bit, you must have got him on an off day

As for the website, the invoices rarely give any usefull info so its a copy paste job to get them up in time for pre orders

One way to keep prices down is to not employ enough staff so the ones you do have end up working their balls off meaning customer service will take a hit now and again

the podge - must have been a very off day

after reading everyones opinion on here - i can see why people may think its a storm in a tea cup - although its not as if i stated I was furious about it !

However, I still think they should clearly state OEM, and i still think their customer service was very poor.

I don't think its a bad thing that new bikes and shock don't come with the tools - I wouldn't expect a bike to come with a foot pump, allen key set and lube... it would be like those washing detergents that come with a net/ball - everybody will end up with piles of them...

Should have got the forks from me 😉

Dose of MTFU* required IMO!

*not a phrase I use often.

as for the warranty...

i got some cheap avid brakes online, and there was no instructions or proper box so i'm guessing they were OEM (?).

Anyway, after nearly 2 years they were replaced under warranty without a problem.

Didn't read it all but I do not think they can really say x% off if they are OEM because if you bought at full price you would expect all the gubbins (i.e you ain't getting a say £600 fork). However at that kind of reduction surely you must expect it to be OEM.

no issues with warranty - sale of goods act protects you under contract with retailer anyway.

"'well it doesn't say it does come with one either' "
They haven't advertised them as coming with them, so why should they come with them?

"that the ad should probably say OEM"
Who says they are OEM? (Original Equipment) Surely that implies they have been split off a new bike? I would have thought they just bought them (as other bike manufacturers do) to build into new bikes and as they also sell components online, are selling seperately as well?

"dont get it - they're the same fork not in a box?"
"I'm also intrigued how an OEM Fox fork is 'inferior'. "
+1

"could find you have a very limited warranty or none"
No you don't get a Fox (2 year?) warranty (which they seem* to blame you for not servicing, even if you have), but as with everything else On-one (the retailer) have to give you (presumably 1 year on forks?) a warranty of their own by law. I'd guess they'd just refund rather than replace if it came to that (assuming they'd run out)?

they have to give you a warranty as long as you'd reasonably expect such forks to last, so well into 3 or 4 years+ for mechanical failures.

Stop whingeing. You wanted cheap forks, there has to be a compromise.

[img] [/img]

And grow a set!

Reminds me, I must watch [url=

stock again[/url](2m 55s on), gold plated Roll's anyone? 😉

My aftermarket Talas did NOT come with a pump - not all forks do

Its a good point and we will change our descriptions in future to state forks come without pump .

To put this in context , Rob was trying to find a solution , if we had fox fork pumps in stock we would have simply given the customer a pump on the spot . But we dont have them so couldnt do that .

A refund was offered if the customer wasnt happy, this is usually a good starting point .

Bear in mind also - this happened at 3pm on a Friday afternoon , I dont believe any appointment or phone call was made (could be wrong) - but at the time we were absolutely flat to the boards trying to hit our 3-30 despatch time for all orders despatched (so all guys in warehouse are flat out) , plus we have Rob / Adrian / Jon rushing trying to get their cars loaded up ready to leave for Dalby forest at 16.30 to get there for the evening race , two guys already at dalby so were down on numbers anyway , and one off to do london marathon sign on - Caroline desperately trying to get out the door because shes going horse riding , and me trying to get a friday afternoon flyer to take my kids to the psalter tavern for friday evening tea time . So maybe we were just caught out and our customer service wasnt as accomodating as it could be (though not sure we could have done much more ?)

So whilst customers certainly have the right to collect things from us , and we do love to see them , under the circumstances I dont think our customer service was terrible .

And FWIW I missed my tea with the kids at the psaler as i didnt get out the door till 5pm , Rob / adrian / jon ended up there till 18.30 and are finally en route to Dalby - so just sometimes vistors are slightly less welcome than other times - but if this is the reason for shonky customer service then we apologise .

PS - Im more than happy to buy you a Fox pump so mail me at dave@planet-x-bikes.com

As regards warranty , these Fox forks are OE , well warranty them no problem , weve been around now for 10 years plus and should be for 10 more - so should be around longer than the lifetime of a pair of Fox forks.
I believe weve been in business for a lot longer than Mojo so you might perversely argue that a warranty with us has more merit .Though maybe not .

I Don't think you need to explain Dave, most people would realise anything 1/2 price in the MTB world would be OEM.
I once had an issue with a big retailer that stated the blurb from the manufactures website, but the forks turned up with a steel steerer rather than alu & weighing a hell of a lot more, but I think everyone knows that the top 3 or 4 cheap sites sell OEM.

Have a good night, don't spend your weekend defending the impossible.

Cheers.

The thing about planet-x/on-one is that it usually comes right in the end. I had a minor disappointment with them over a top my missus ordered for christmas. Long story short: they did us proud in the end.

can't really argue with any of that from the D-man, tbf.

never had a problem with customer service from those fine chaps - even got a phonecall the other week as the first person to order off the new look website, to check how i'd got on 😆

Thanks for the reply - I was not meaning to start a witch hunt, I was interested to hear other opinions on the matter.
I did make an appointment but as a customer I am not supposed to know all the issues you raised above. I did not post this in order to get a pump - more to highlight my disatisfaction at the customer service and the incorrect advert.
I have a stressful job and am not able to make excuses.
Thanks for the reply and I am pleased that you will change the advert.

🙄

I like On-One, have bought a few things, they seem like good guys.

I've read your post and I will still buy from On-One, they seem like good guys.

When those Whippet frames coming out, I need one! (if it doesn't come with a free laptop and rolex and your advert doesn't state this I promise not to post a message on an internet forum)

Fox retail forks come with a pump, pretty much everyone knows that.

Ford cars come with tyres fitted, if I turned up at a dealer to pick up a new car, and found that the tires wasn't included in the deal they had given, I would be pretty pissed off.

the incorrect advert i can understand

But saying the customer service was bad isnt really a fair criticism , im not sure what more could have been done and as far as I know Rob was extremely accommodating, and Adrian perfectly polite just stating the forks dont come with a pump , possibly you could argue a touch of sarcasm in his "it doesnt say they do come with a pum" , and that finally Rob after asking me said if you were unhappy you could have a refund but we couldnt do anything further .

We are not making excuses , just stating what was going on , and the customer service was ok and reasonable as it stood even without all the stuff going on (that you didnt need to know about) , with everything going on the customer service was actually very good IMHO .

Im sure that you appreciate that whilst you have every right to go onto a forum questioning shoddy customer service standards , we have a right to reply . We do make a fair few humdingers and dont always get it right , but honestly in this case customer service was not an issue at all .

Personally I wouldn't expect to get a free shock pump with a suspension fork. I have bought several forks over the years, some on bikes and some by themselves, and have never received a shock pump with them.

On a similar note Planet-X didn't include a free track pump with the road bike I bought from them, how am I supposed to adjust the tyre pressure? I haven't used it for the past six months as both tyres are flat.

Dave, the weekend has landed, please fall short of making a t-it of yourself, no one has argued since your last post, your winning 😉

ok Dave we will have to agree to disagree.

i have never questioned your right to reply on here.

I don't think there is any point taking this any further - you have admitted that the advert could be clearer - thanks.

The young lad - Rob ? was excellent and I did state that - Adrian on the other hand was not polite, helpful or accomadating - quite the opposite in fact.

I do however, understand you supporting your staff - I would support mine.

Once again thanks for the reply.

"dont get it - they're the same fork not in a box?"
"I'm also intrigued how an OEM Fox fork is 'inferior'. "
+1

Take apart some oem Fox forks and give the lowers a yank/twist at the dropouts. Then strip the same 'aftermarket' fork, do the same and then tell me there's no difference.

They look the same so they must be the same, right?

oh and kona ona - i disagree, there doesn't have to be a compromise.

The ad should have clearly stated no box, no pump OEM.

Simple.

"tell me there's no difference"
No difference in what? Torsional resistance?
Why do you have to take them apart to do this 'test', if you tried it with the forks assembled (you would ride them assembled?) is there no difference?
I'm interested as to the actual differences (and how to tell) rather than trying to disagree that there can be no difference as well as why fork manufacturers would seemingly go to such 'effort' to make OEM forks so much worse without any hint that if you buy 'aftermarket' models then they'll be better than ones you can buy supplied as part of a complete bike?

Sound like a great bunch of guys at on one - anyone can get caught in a bad moment. I've visited my local shop with whom I spend regularly and been left standing around because they're busy/having a mare of a day, it just happens (we all do it!)

At that price I wish I needed a new set of forks. I already have a shock pump.

Oem forks can be diferent to general sale forks and the name usually leads you to that conclusion. Specialized for example use OEM fox forks that fit the geometry of the frame they are fitted to, same with Gary Fisher and their G2 technolgy. This can be so that the brand can cut costs For example asking for 1000 fox f90 forks but without lockout to save money.

But On-one where selling Fox 32 140 RL, which is exactly what you got, not a fork that was specially adapted.

The whole pump argument in my opinion is a waste of time as you have just saved £400.

I would like to say i've had 5 plus frames from on-one, and placed countless orderes with them and always even with daft queeries been really pleased with their service and willingness to help, thats why i go back and recommend them.

OEM forks can also have a steel steerer even though (for instance) 454 Pikes are supposed to have an alu steerer as I found out once.

If its got a steel steerer its a 426.

TBH partly On One is in the wrong. They SHOULD state this on their website, its obviously to people in the know that they arent a Fox outlet and would have bought a joblot from somewhere.

Justa, they still have to front any warranty work though- so at least you have that positive.

Regardless though it should come with a pump as even bikebuilds using these forks would have the pumps. The ad should state this very clearly that there is NO pump included.

Ps. Luckily you didn't buy a Rockshox though. At least Fox's work.

I wish they had some 29er fork options for me to choose from, OEM or not! Rigid carbon is too much like hard work round here 🙁

Still a bloody bargain though. Justa you big whinge.

Those forks in the classifieds yet?

dibbs

454 Pikes have an alloy steerer and a hollow crown. OEM Pikes do not, and as a consequence are significantly heavier.

Bike manufacturers will ask fork manufacturers to bring in OEM forks at a certain price so they can price the complete bike at a certain price point. *edit* The consequence of this is that the OEM product will be down-specced in some way.

OEM product is not the same as boxed after-market product a lot of the time.

Also, in my experience all air forks have come with a pump, be they Fox or Rockshox. Not bought OEM forks though, and seeing as they're usually bought because they are cheap then MTFU and buy a pump for £20.

I recently bought a pair of non OEM Rockshox forks (though sent them back) and they didn't come with a pump.

The concept of OEM products having a different spec to the after-market product is an interesting one. I have a pair of OEM Air U-turn 454 pikes that have an alloy steerer and weight exactly (within manufacturers tolerances) what the RS website said it should, so to say that ALL OEM kit will be significantly different is miss-leading. I have not stripped down 2 pairs next to each other to compare the quality of the bushings etc though. However, if a fork for example bought on a complete bike is significantly different to the "standard" fork with the same name (inc code - e.g. Pike 454 or XT M772), surely this constitutes miss-selling? If not it must be damned close. I guess the definition of the term "significantly different" is a vague one. Also, most manufacturers put out some guff about changing the spec of their product without notice which probably covers this by the letter if not the spirit.

I have less of a problem with buying standalone OEM products that vary slightly from their full after-market cousins as the difference in price normally makes it worthwhile (as long as you know what you are buying I guess) but it seems to be a bit naughty when buying a full retail price complete bike. If it is true that some OEM products are identical to the after-market product and some are not, it makes it even more confusing for the purchaser.

iirc, the only difference for oem and aftermarket fox forks is the lowers can be a different colour (to suit frame colours) and rl's were oem only on early models. there is no difference in internals and no difference in crown/steerer materials
dont see the problem myself

Agree but the "454"s I bought definitely had a steel steerer. Thats significant and a mis-sell. Apparently they came on a Marin. As yes, the whole point of 454 over 426 is the steerer and crown.

rockshox can be a bit tw***y with that, misselling imo

On-One - should they state OEM ?

yes, but so should Merlin and CRC and...