[Closed] ORANGE 5 WARRANTY WARNING WARNING WARNING WARNING!!!!!!!!!!!!!!!!!!!!!

8/10.

Good choice of subject.

can you demand the old part on a warranty repair?

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

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."

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

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 [i]or[/i] replace.

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

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

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

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

🙄

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?

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

Ellsworth used to refurbish my ISIS on a regular basis 😆

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 😀

So, [b]just to check I've got this right...[/b]

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.

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

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.

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

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 😆

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)

Point is Orange LIED and should not be trusted.

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.

£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

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 😉

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

+ 1 Popocatapetl

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

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...
😉

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

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

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. 😀

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.

"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.

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.

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.

One unhappy Orange customer.

News at 10.

Sun is still shining.

[quote=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! [b]I look forward to breaking my 2009 pitch[/b]

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

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?

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. 8)

i am with chunkymtb. 😀

[b]don simon[/b] - Member
What have they done wrong?

Told the customer that they were getting a [u]new[/u] front triangle but then welding and respraying the old broken one.

We only have the OP's word for that and legally I don't think they've done anything wrong.
As always with these claims there are two sides to the story and with a bit of prodding the complainant slowly divulges the truth. 😉

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"

FWIW when I broke my Mongoose Teocali I phoned the distributor (Hotlines or Hotwheels?) and said "I've broken my bike, also I have no warranty, I bought it off a mate, and I think it'd be out of warranty even if I'd bought it new. How much for a new front triangle?" they said "send it to us and if it looks like it was a manufacturing defect, we'll replace it anyway".

I've also had excellent support from ATB re a Whyte that I broke a few times.

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).

I'm not saying that is what is actually offered by manufacturers but it should be. It seems very weak to repair a part only for it to fail a few months later on the actual repair and for the manufacturer to walk away from it.

When I had some parts replaced under warranty on my car I was informed that those parts were warrantied for 'x' amount of time independently of the vehicles warranty. That may be exceptional but it seems good practice.

There are some brands I would never buy because of their poor reputations for brushing off warranty issues and sadly 2 of them are British bike brands.

I found a bike in a skip. It had been run over a few times and was completely shagged. Rang up the distributer and the they me a top of the range carbon nano bike delivered within an hour.

On a serious note what are Cannondale like for lifetimes warranties? I have an old cannondale frame with a crack in it and wondered if I could get a new one.

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

grass always is greener on the other side...

have broken an Orange, a Turner and a Trek in the past

orange was repaired and resprayed in less than four weeks, turner replacement triangle took ****ing six months to turn up from the US, trek front triangle took four months

out of all of them, i was most put out by the Turner service due to the down time of the bike involved

everybody spouts about Turner customer service, but if they don't actually have any replacements in stock to instantly courier out, then tuff titty my friends

re- the OP's issue; i think some communications problems are not being mentioned on the thread, why would a front triangle be replaced for a crack at the BB? piccies available? is the seat tube cracked or was it the weld? who dealt with orange, the lbs? what did they advise?

repair should be warrantied for another 12months imo

Not bike related but my Wickes hedge trimmer burned out at the weekend. I had the receipt and it was 14 months old. I called WIckes as I couldn't find anything about how long the warranty was. They said it's 12 months but as a gesture of good will they'd replace it anyway. I didn't even have to ask. I will now buy from Wickes again. A bit of good will goes a long way and is all too rare these days.

Don Simon - But as a point of principle should a repair done under warranty not be of sound quality?

made up example:-
You have a washing machine that is just inside its 2 year warranty when the motor fails. The service engineer turns up and tells you he has fixed it and on the surface all looks fine. 2 weeks later, when the machine is out of warranty, it fails again. You investigate and discover the engineer had wrapped the motor in gaffer tape to hold it together and added a lump a blutak to keep the terminals connected. You ring up and demand it is sorted properly and they respond that their engineer was only tasked with getting the machine to the end of the warranty period which it has so go forth and multiply.

Should that be considered reasonable practice? If not why is the op's case any different?

orange's are cheap shit made expensively in England