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It's great that they are so busy. It will only get worse week by week until something pops with an almighty bang leaving lots of disgruntled customers out of pocket and bike less.
I imagine you are rubbing your magic place in anticipation.
Really not.
Its nice to see that they have too many orders to fulfil, this will be a short term problem though as I for one will be unlikely to ever buy any product from PlanetX ever again. The reason is centred around a failed frame of their flagship TT bike the Exocet. For me the season starts today so approx. 4 weeks ago I dusted the Exocet off and took it for a pre season ride to check everything functions ok, it felt like it had a flat but it turned out that the metal seat clamp had fractured right through and was allowing the seat post to rock backwards and forwards in the frame. The clamp is glued in so my first call was to PlanetX to see if they could repair (the frame is around 6 months out of warranty now). I gave up calling as I could never get through so this is the timeline of events from the first email....
18th March - email to returns as per instructions on website
21st March - No response so I chose to email Dave Hanney - the ceo as this was a feedback option given on the auto response email
21st March - response from Dave referring me to Alex (returns team leader)
25th March - response finally from Alex asking for return of the bike to inspect etc,
I dropped the bike off at this point in Sheffield as more convenient than 'dismantling and packaging the frame up' - I'm not mechanically capable. SO they have the bike on 26th March, the season is still a good two weeks away however my frustration is mounting.
27th March - response from Alex to say bike has been received and booked in.
7th April - Having heard nothing I chase Alex again, Alex responds with 'the work shop have tried to get in touch with no success'? I have 2 email addresses, 2 mobiles and 1 landline, not a single voicemail was left nor a single email, I'm still non the wiser as to the contact method they chose. Anyhow, Alex refers me to Lee who runs warranty...
8th April - Lee responds saying he has a meeting booked in with Brant for 9th (today) to review the case and will get back to me. I sent a chaser email at 4pm but have still received nothing back....
What a joke, I have no bike nor any idea on what the resolution is going to be, I've been passed from CEO downwards around the business with still no definitive answer. It would seem a common issue for the early Exocet frames to fail in this manner, in my book if something breaks during normal use then it is not fit for purpose. Having spent £3000 on their top of the range TT bike I would certainly hope to have more than 2 years use out of the frame before it needs retiring.
Sadly the UK consumer will have to put up with this shoddy service for a few more months until the customer catches on and takes their business elsewhere. At present I would guess the workshop is over run with failed Exocets which is having a knock on effect with the new builds...
Bad luck. I had a similar problem with the original exocet, so did a lot of people. However I got good service- I even posted up on here about it.
In the past I ordered a couple of things that were wrong, and got that resolved pretty quickly too.
I've got a PX pro carbon and an OnOne lurcher. I absolutely love the company and think their products are great. When I ordered the bikes I did experience some small delays, meaning 2-3 days above and beyond the expectation that they set with me. On both cases I received a product above and beyond my expectation.
Also, when was the last time someone in Brandt's position at a different bike company bothered to come onto the forums and try to sort people's problems out?
I think problems probably relate to a shoddy ERP and warehouse management system plus perhaps some not so lean internal processes.
Lots of delays get blown out of proportion too because we're all excited about our shiny new bikes/wheels/bars/£2.50 base layers.
My 2p.
To add to the woes, I today received my order (ordered Sunday) to find items missing and incorrect items delivered. Email sent off to the returns department, I wait in anticipation.
Its nice to see that they have too many orders to fulfil, this will be a short term problem though as I for one will be unlikely to ever buy any product from PlanetX ever again. The reason is centred around a failed frame of their flagship TT bike the Exocet. For me the season starts today so approx. 4 weeks ago I dusted the Exocet off and took it for a pre season ride to check everything functions ok, it felt like it had a flat but it turned out that the metal seat clamp had fractured right through and was allowing the seat post to rock backwards and forwards in the frame. The clamp is glued in so my first call was to PlanetX to see if they could repair (the frame is around 6 months out of warranty now). I gave up calling as I could never get through so this is the timeline of events from the first email....
18th March - email to returns as per instructions on website
21st March - No response so I chose to email Dave Hanney - the ceo as this was a feedback option given on the auto response email
21st March - response from Dave referring me to Alex (returns team leader)
25th March - response finally from Alex asking for return of the bike to inspect etc,
I dropped the bike off at this point in Sheffield as more convenient than 'dismantling and packaging the frame up' - I'm not mechanically capable. SO they have the bike on 26th March, the season is still a good two weeks away however my frustration is mounting.
27th March - response from Alex to say bike has been received and booked in.
7th April - Having heard nothing I chase Alex again, Alex responds with 'the work shop have tried to get in touch with no success'? I have 2 email addresses, 2 mobiles and 1 landline, not a single voicemail was left nor a single email, I'm still non the wiser as to the contact method they chose. Anyhow, Alex refers me to Lee who runs warranty...
8th April - Lee responds saying he has a meeting booked in with Brant for 9th (today) to review the case and will get back to me. I sent a chaser email at 4pm but have still received nothing back....
What a joke, I have no bike nor any idea on what the resolution is going to be, I've been passed from CEO downwards around the business with still no definitive answer. It would seem a common issue for the early Exocet frames to fail in this manner, in my book if something breaks during normal use then it is not fit for purpose. Having spent £3000 on their top of the range TT bike I would certainly hope to have more than 2 years use out of the frame before it needs retiring.
Sadly the UK consumer will have to put up with this shoddy service for a few more months until the customer catches on and takes their business elsewhere. At present I would guess the workshop is over run with failed Exocets which is having a knock on effect with the new builds...
We are going to replace your frame with a brand new Exocet2.
Sorry you had these issues.
shindiggy - Member
To add to the woes, I today received my order (ordered Sunday) to find items missing and incorrect items delivered. Email sent off to the returns department, I wait in anticipation.
POSTED 13 MINUTES AGO # REPORT-POST
Sorry to hear this. My laptops at work and am working on phone this evening.
And off to pub. But will look into this if you can email me your ticket number?
Also, when was the last time someone in Brandt's position at a different bike company bothered to come onto the forums and try to sort people's problems out?
I grew on one from the forums and message boards. I wouldn't want to vanish.
I'm extremely upset we are not delivering on our promises.
I'm in Old Gate, Hebden Bridge if anyone wants a pint.
shindiggy - Member
To add to the woes, I today received my order (ordered Sunday) to find items missing and incorrect items delivered. Email sent off to the returns department, I wait in anticipation.
POSTED 13 MINUTES AGO # REPORT-POST
Sorry to hear this. My laptops at work and am working on phone this evening.
And off to pub. But will look into this if you can email me your ticket number?
Cheers Brant, email sent
YHMs
[i]We are going to replace your frame with a brand new Exocet2.
Sorry you had these issues.
[/i]
Thank you Brant, progress!
mrduck1980 - Member
We are going to replace your frame with a brand new Exocet2.Sorry you had these issues.
Thank you Brant, progress!
POSTED 2 MINUTES AGO # REPORT-POST
Will sort with you tomorrow.
Cheers. You have mail. Was troubling me all the way home.
I'm having a complete nightmare also with Planet X. I ordered a Sab road bike frame on the 11th of March. After numerous e-mails and phone calls over 4 weeks (which have cost me over €35 from Ireland), I finally resorted to e-mailing the CEO on April 1st as nobody was replying to the e-mails I sent, while I was being repeatedly told on the phone that they were waiting on my frame to be transferred from an external warehouse, as the wrong item had been transferred on multiple occasions, and that it would be shipped later that Day.
On April 2nd I received an apologetic e-mail, explaining that my frame was now out of stock. I took the option of a replacement frame. Again no reply. I e-mailed twice more, finally getting a reply that my order had been changed over and that my frame would be dispatched later the same day. That was now over 2 days ago and no dispatch confirmation or further communication has been made.
The worst part about this is that I bought the frame to build it up as a present for my sisters 16th birthday. She is overcoming a very serious illness, and I thought by giving her a good road bike, it would be something for her to aim for and look forward to, sometimes all it takes is a little hope. Her birthday is in 2 days time, and I really feel like crying I'm so disappointed.
The above sounds a bit more than the usual 'I want my bike now!' thing and hopefully brant and planet-x can sort this out quickly.
I'm having a complete nightmare also with Planet X. I ordered a Sab road bike frame on the 11th of March. After numerous e-mails and phone calls over 4 weeks (which have cost me over €35 from Ireland), I finally resorted to e-mailing the CEO on April 1st as nobody was replying to the e-mails I sent, while I was being repeatedly told on the phone that they were waiting on my frame to be transferred from an external warehouse, as the wrong item had been transferred on multiple occasions, and that it would be shipped later that Day.On April 2nd I received an apologetic e-mail, explaining that my frame was now out of stock. I took the option of a replacement frame. Again no reply. I e-mailed twice more, finally getting a reply that my order had been changed over and that my frame would be dispatched later the same day. That was now over 2 days ago and no dispatch confirmation or further communication has been made.
The worst part about this is that I bought the frame to build it up as a present for my sisters 16th birthday. She is overcoming a very serious illness, and I thought by giving her a good road bike, it would be something for her to aim for and look forward to, sometimes all it takes is a little hope. Her birthday is in 2 days time, and I really feel like crying I'm so disappointed.
can you email me your order details and I'll look into this right away.
I'm sure we can find you a frame.
Whilst I have sympathy for those with problems, I'd just like to say that I ordered two things (on two separate orders) on Tuesday evening, they were both delivered (or at least attempted) today.
Much faster than my recent experiences with Wiggle/CRC and Merlin.
Just for a little balance.
Just for a little balance.
I'm getting a bit bored of reading variations of this TBH. I don't think anyone has alleged that PX / OO cock up every order that they receive. The issue is that when things do go wrong, they seem incapable of any sort of sensible resolution, until it gets aired here and Brant steps in.
That people who order things and receive them in a timely, fuss-free manner feel the need to advertise this fact does actually speak volumes for the reputational damage PX are doing to themselves.
In the long term, since Brant seems to be spending all his time doing basic customer services tasks, who is going to be designing / sourcing new product?
Looks like things are getting sorted out now. Huge relief & big thanks Brant.
Looks like things are getting sorted out now. Huge relief & big thanks Brant.
Let's wait until it's in your hands until you start giving thanks. And seriously, you paid us, we need to deliver. It's the least we can do!
Apologies.
Ordered 700c tyres for the weekend. Got 26" 🙁
Sat on hold a few times and sent an email only to miss deadline for todays orderers to [u]buy[/u] another set for next delivery.
Ordered 700c tyres for the weekend. Got 26"
Sat on hold a few times and sent an email only to miss deadline for todays orderers to buy another set for next delivery.
Can you email me order number and stock detail. Which item? Give me a link?
Suspect stock in wrong location. I found a load of Titus Fireline hangers in the location for the Titus El Guapo 26 dropouts today.
In the long term, since Brant seems to be spending all his time doing basic customer services tasks, who is going to be designing / sourcing new product?
A bunch of hires in my department since the new year. We did a press release but nobody ran it.
In no particular order:-
Ben Harman
Moving up from sales and purchasing to use his First graduate degree Ben is rocking Solidworks and Illustrator to do cool things in 2d and 3d.
Jonny Taylor
Former "Street Furniture" (rubbish bins and benches) designer, keen bmxer and snowboarder, Jonny also is doing the Solidworks thing. Currently working on a brand new Carbon model we can't talk about.
Lorenzo Altissimo
With previous working for Dedaccia, Columbus, Cinelli, Sarto, Deda and others, Lorenzo is working with Italian production facilities on lugged steel, TIG steel and tube to tube, as well as brand managing Planet X's road line.
Jason Faircloth
Former VP of product design for Marin Mountainbikes, Jason is working on Tomac and Titus models for release in late 2014 and early 2015.
Kyle Dunn
Highly respected mechanic, picking holes in everything I do to make things better
Mark Lovatt
Former top UK pro road rider, head mechanic and road tester.
Michael Golinski
Founder of Spot Brand, Michael is brand manager of Titus and Tomac.
Add in Jamie Burrow, handling clothing, as well as brand managing Viner and Holdsworth, we've got a great bunch working on stuff right now.
A bunch of hires in my department since the new year. We did a press release but nobody ran it.
To be fair, no-one publicises in the way you self-publicise Brant!
Its the not replying to emails thats most worrying. Stock does get lost but a few keystrokes to reply. If someones avoiding reply- why? Nothing to report? If so reply back 'apologies refund'.
Dont make it drawn out and painful. Act- move on.
Its the not replying to emails thats most worrying. Stock does get lost but a few keystrokes to reply. If someones avoiding reply- why? Nothing to report? If so reply back 'apologies refund'.Dont make it drawn out and painful. Act- move on.
Stock accuracy needs to be better. Feedback to customers needs to be better. Offering options for alternatives in event of inaccuracy needs to be better.
To be fair the issue I had recently with the incorrect XT shifter being sent was remedied (via refund) very quickly and all dealt with via email.
Even the big boys dont get it right all the time, my daughters Hudl tablet developed a fault and as its still under warranty I decided to take it to a store to sort out a replacement.
Passed round several service desks, had to speak with 3 different depts over the phone to be then told they would arrange a courier to collect and exchange it, I had to challenge this seeing as I was already instore and they had over a dozen sat on the shelf why could I not exchange it for one now , rather than having to wait a week and take time off work to wait for a courier plus the extra inconvenience to me and the expense to them for sending said courier.
They begrudgingly let me exchange there and then, the instore staff were great but the warranty/call centre staff were a shower of sh!t.
Feedback to customers needs to be better. Offering options for alternatives in event of inaccuracy needs to be better.
Its this bit that creates discord in a customer IMO. Once I've decided to buy a bike product and enter my card details there is anticipating, waiting for the postie. If its been a few days I start to get disappointed. You shouldn't order and expect products so quick planning to ride asap but thats the market I guess.
If theres a stock isssue rather than 'its being bounced round', resolution should move on ASAP. If I order then receive a sorry its out of stock, I'm miffed briefly, if its allowed to build over days I start to get annoyed 'at life/the brand/kick the cat' 
I'd agree on the communications issues - I shouldn't need to sit on hold 4 times to find out what's happening with a warranty item which I'd hand-delivered back to the store. On the fourth call, I was told "we should have a replacement in stock; I'll double-check and it will go out to you tomorrow."
Despite using Yodel (known as no-del in our house, given their tendency on other occasions to throw items over the back gate without leaving a card) the replacement arrived at 10 am the next day.
Brant - are your records good enough that you could have a couple of people who don't usually take incoming calls, but spend the time updating customers who've had the wrong items/have warranty returns? Or just focus on replying to emails, rather than you having to respond to Singletrack queries all the time?
What you need is a top customer service manager. Hire one. I would offer but I'm kinda busy 🙂
Brant - are your records good enough that you could have a couple of people who don't usually take incoming calls, but spend the time updating customers who've had the wrong items/have warranty returns? Or just focus on replying to emails, rather than you having to respond to Singletrack queries all the time?
Our CS team is split across phones and emails. And of course across departments and specialities too.
And I'm trying to wander through every hour or so to make sure everyone is ok.
The new frameset arrived this morning! Hoping to get it built up for her before the end of the week.
I really hope all the issues with stock & customer care get resolved soon, as it seems that the senior management themselves are good people.
Thanks again Brant.
Around two weeks ago Brant picked up a complaint from me re the customer service levels and whilst I think there is still a long way for Planetx to go they (he) certainly went the distance to resolve my issues, my faith in Planetx has been restored and I'd like to personally thank Brant for his assistance, things went very smoothly following his involvement. Brant you are a credit to the team.
Thank you
Matt
In other news I went into the Rotherham shop, placed and order at the counter, walked over to the warehouse and collected it. Shazam.
Heres a thought for a small fee I could go collect and dispatch peoples orders personally thus checking it to be correct.
I bought 2 tubes in store today that were out of stock 😀 . Great for me as I was 12 miles from home and otherwise out of options!
I just ordered 5 things on monday and they arrived today all present and correct. Many thanks.
I did tho notice a bike in bubble wrap thrown in the back of the delivery van so I'm not convinced with yodel just yet but couldn't see the bike make and the sender obviously wrapped it
Oh and phil changed my stem length after order due to my error on a bank holiday 😉
Had previously had good experiences but recently bought some XT Pedals showing 21 in stock. Money taken then a couple of e-mails saying how busy they were and thanks for your patience. A week later and with no updates I enquire to be told they didn't have any, bit disappointed that 21 sets had gone missing. Got the impression they had just forgotten about my order, refund then given.
Sorry that dragged so long Leachy.
From what I can see, customer services are an awful lot more on top of things now than a few weeks ago. Hope it can stay that way. Still things to improve on of course, but if anyone needs a hand I hope I'll be available to do that.
"I did tho notice a bike in bubble wrap thrown in the back of the delivery van so I'm not convinced with yodel just yet but couldn't see the bike make and the sender obviously wrapped it"
They can only deliver what they are given, it's not Yodel's fault if some joe public is too tight to use the correct packaging. Fortunately Planet-x box all their bikes and frames for delivery so no worries.
Cheers Brant, was more upset as they were so well priced!
With all these things going missing and turning up I dont suppose you found any 29er Scandals 19.5 lying around. Is there going to be a replacement for the Scandsl