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What's peoples experiences been with getting Wiggle to replace a broken frame?
I was on my commute yesterday, someone stepped out - I pulled the rear brake for an emergency stop (whilst modulating the front), and this happened:
Given what happened, it meant I then came off, as everything become rather unbalanced (mostly ok, bit scary though).
I've got in touch with Wiggle, am waiting to hear back on next steps, wondered what experiences other people have had?
Has anyone seen this kind of failure before - it seems a bit crazy to me that this is possible. It's three months old, and I haven't even managed to take it offroad yet.
Can't see any reason they wouldn't replace that. My experience of dealing with customer services for warranty returns is dire though. Communication is poor, and I was left confused on what was happening for months before I just asked for my money back.
At end of day it’s a huge outfit is that there Wiggle
Be perhaps bit of a battle with comms etc but play the long game
Refund all the way me reckons
Do not budge until full refund given
I cracked frame from wiggle hassle free and refund given. Was few years ago though.
By any chance is that an Energie? I'm worried as I have one...
That shouldn't happen and I'd be expecting a prompt refund, especially on an almost new bike.
Faulty design or faulty manufacture. I've often wondered about the strength of this type of long dropout with a welded joint part way along the chainstay where it is under a lot of bending load from braking forces.
Was that a complete bike purchase or frame only? The only reason it wouldn’t be covered is if your running a larger rear disc than game with the bike. Usually they are specked with 140mm rear rotors yours is 160 so they could refuse! Not what you want to hear but I have done frame warranties in past & some bikes have a 180mm max rear disc & people running 200 rotors & same thing happened
Usually they are specked with 140mm rear rotors
Energies come with 160s despite what the spec says
They went above and beyond on a warranty for me, actually refunded me for a product I bought from another retailer as they couldn't fix the problem themselves.
Good direct personal communications too.
I had a very similar failure to that many years ago on my GT Zaskar, it was the first Zaskar frame to have disc mounts and did not have the appropriate amount of bracing/reinforcement. To be fair the frame failed after about 6 years.
That shouldn't happen on a modern frame.
It is indeed a Vitus Energie - a nice bike 🙂
The comments have given me some faith in getting it sorted fairly soon. Just sucks to be without a bike for now, but I suppose I should consider myself fairly lucky. Just don't understand quite how it managed to fail this badly.