[Closed] Word of warning of the quality and warranty of On-One Carbon Race 29-frames

when apple replaced my ipod the warranty on the replacement was the remaining time left on the warranty from the original purchase, which was only a year anyway

after 2years a lightweight carbon raceframe dying id take it on the chin especially if id got it at on-one prices
id also be quite happy to have a go at fixing it or even ask [s]spoonman[/s] cynic-al or someone to have a go

basically dont expect BA service at Ryanair prices

I knew that opening this thread here on On-One's home base is like throwing the gasoline to the fire.

The problem is that most of the carbon inside of the frame (bottom bracket) into which the PF insert should be bonded is also broken/disappeared. So there is a very little bonding surface left in the frame.

I know and understand the warranty rules. As working for sales and marketing top management in global business over 20 years I also do understand the importance of the goodwill and loosing the company image when selling crap which, does not keep its original product promise. That is what happened here with On-One. That frame was not cheap when it was launched. It was about 1,000 euros (800 UK Sterling).

Yes, I have and ride other "Race-only"-frames like S-works Epic 29er without any problems. And if there are some quality issues with that frame I would assume that it would be taken care smoother and less image harming way than On-One did.

For the next season my rides will be Pivot 429c and Pivot LES. So I assume that those should be "more robust" and I can ride those without a fear with my style even it would be easy or not on bikes.

Also I would make a short comparison between the car industry and the bike industry when there are cases when it is obvious that there is something structurally wrong with the product after warranty has expired. In car industry companies are covering those kind of problems more or less voluntarily mostly through call back programs, but in the bike industry at least On-One is not following the same path. They have just decided to sit quiet in the corner and hope that two years warranty is over. Then they can quietly bury the failed product and let the dust comes down.

And yes I really cannot care less what people at On-One might think about me. I will not buy a frame or bike from them in my life.

I had an Orange ST4 that broke three times.
Orange warrantied it once (a few weeks outside warranty) with new style chainstay and bearing kit.
Second time they sent up a new rocker - warning I was now out of warranty, so would charge if it happened again.
Third time they charged me a reasonable £35 for a new rocker.
I decided that I was out of warranty, had put some silly tough miles on the bike and it did not owe me much. So I popped it on eBay and got enough to replace with a new HT frame.
Frustrating, yes, wouldn't it be nice to keep the frame going and going and going. I think Orange were spot on reasonable.
Realistically, this is not what happens, and I had to take a pragmatic approach to this.
I appreciate the OP being frustrated - 2.5 yrs/ 2 frames is not 'old', and it seems a well looked after bike.
But, terms of warranty is terms of warranty.

When brant comes back with the offer of a new frame I'll take it for you 🙂

I understand your frustration and I think most people sympathise with your situation (including brant, it would appear). He's sorted an issue out for me after I mentioned it in a thread on here so hopefully you'll get a result you're happy with (albeit that you may not want a replacement frame now...).

And yes I really cannot care less what people at On-One might think about me. I will not buy a frame or bike from them in my life.

Finland? How cold does it get there? 2.5yrs is good?

And yes I really cannot care less what people at On-One might think about me. I will not buy a frame or bike from them in my life.

If this is the case, and Brant did pull a bike/frame shaped rabbit out of a hat, can I have it? 8)

[i]can I have it?[/i]

I got first dibbs!

It's more of marketing tool than any real confidence in the product,

Yep, so what if it is? If you need to claim on it, it's brilliant. New £600 full bike for 12 year old cracked frame within a week? I defy anyone to argue against that!

And yes I really cannot care less what people at On-One might think about me. I will not buy a frame or bike from them in my life.

I'll not waste any more time on it then.

Cheers.

🙂 I did wonder if that was going to be the follow up from brant.

So, brant, for goodwill of the rest of us who might still buy from OO in the future, can you now raffle off that replacement frame that you won't now be providing to the OP?

Also I would make a short comparison between the car industry and the bike industry when there are cases when it is obvious that there is something structurally wrong with the product after warranty has expired. In car industry companies are covering those kind of problems more or less voluntarily mostly through call back programs,

Peugeot and Ford didn't for the known faults mine developed they also told me to jog on when I contacted them about it not even a discount on parts or work.

Too late Clubber.

To be fair to the op and Brant he shouldn't always have to sort this sort of mess out.

If on one said no warranty, just because Brant comes on here, shouldn't mean he is obliged to sort it out at cost to the company he works for.

the importance of the goodwill and loosing the company image when selling crap

But they are known for selling cheap goods from china, it may not be the image they want to cultivate but as long as the boxes keep shifting out of the chaos warehouse I doubt they care.

Seeing as its the insert bonding that has failed it may well be low temp affecting the glass tansion temp and the epoxy bond is breaking..the bonded insert basically becomes less abble to flex with the frame and will come loose. Dependa in the epoxy and temps but some can start to fail in as little as -10

I think BrNt literally meant he was looking at this thread.

I am still going to look at our crash replacement pricing.

I'll not waste any more time on it then.

Sooooo. About that now destination-less goodwill gesture....

Seeing as its the insert bonding that has failed it may well be low temp affecting the glass tansion temp and the epoxy bond is breaking..the bonded insert basically becomes less abble to flex with the frame and will come loose. Dependa in the epoxy and temps but some can start to fail in as little as -10

The problem is that most of the carbon inside of the frame (bottom bracket) into which the PF insert should be bonded is also broken/disappeared. So there is a very little bonding surface left in the frame.

Sooo a frame made to budget may not have the best internal finish..and use a cheaper bonding agent fir inserts that may not cope with lower temps results in a smaller contact area and a more fragile bond with a frame fail...case closed mlud..by cheap and use in possible circumstances outside of desing tolerances and get a materials fail. ..or it could just be crap 😀

If on one said no warranty, just because Brant comes on here, shouldn't mean he is obliged to sort it out at cost to the company he works for.

Not true. Regardless of the warranty, Sale of Goods still applies, which requires that the product be sufficiently durable. From the OP's information, I'd say that test has not been met - considering the length of time and the purchase price.

Unfortunately, the OP's route now would have to be to obtain an independent inspection and take it through Small Claims.

It's very disappointing that On One have decided to ignore their legal responsibilities. That, coupled with the crappy performance of some items I bought from them recently mean that I shall no longer use them.

tazzymtb - Member
Seeing as its the insert bonding that has failed it may well be low temp affecting the glass tansion temp and the epoxy bond is breaking..the bonded insert basically becomes less abble to flex with the frame and will come loose. Dependa in the epoxy and temps but some can start to fail in as little as -10

I've never looked, but does that mean carbon frames come with an operating temp range?

That, coupled with the crappy performance of some items I bought from them recently mean that I shall no longer use them.

Right, no free frame for ransos either. Anyone else?

Right, no free frame for ransos either. Anyone else?

As I've never bought a frame from them, I suppose I'll get over it.

Does the Sale of Goods act apply for Finland too Ransos?

[i]Sale of Goods still applies[/i]

even for an export sale?

to balance things; I had a moan on here about the sale they had after christmas and it was sorted out to my satisfaction by the guys at p-x/on-one.

We need a "What radiator for garage holding carbon bikes ?" thread

Still a 10% discount is a bit of a crap offer isn't it? I would be annoyed with that. Especially in these circumstances ie not crash damage, clearly a product failure.

Also there is enough crap going to landfill already- why not build things to last a little longer?

[i]It would be nice if someone at On-One looked at this and thought "yeah that's not right, lets do the right thing for the customer" rather than saying "it's in the terms and conditions so too bad". Not actual quotes of course.[/i]

It would be but from past experience I wouldn't hold out much hope. They're not the most gracious of companies to deal with.

I emailed them last week looking for a very small part that gone missing from a set of their cnc ultralight brakes, its the wee plastic bit the return spring engages in and the brake is useless without it. I got a response which was positive, 'I'll have a look around tomorrow and come back to you', no response after a week, replied to their email got the response 'sorry couldn't find any lying around.'

That's fair enough but I just got the impression that they didn't bother their arse looking. So I guess I'll need to bin the brake.

[quote=stumpy01 ]

tazzymtb - Member
Seeing as its the insert bonding that has failed it may well be low temp affecting the glass tansion temp and the epoxy bond is breaking..the bonded insert basically becomes less abble to flex with the frame and will come loose. Dependa in the epoxy and temps but some can start to fail in as little as -10

Right, no free frame for ransos either. Anyone else?

I've given up with their clothing, socks that wore through the toes in a few rides, gloves which split at the seems. The steel frame's seem good though.

I assume from many sent messages that I should know who Brant is, but I do not know.

I would like to mention here that before starting moaning here at STW, US MTBR-forum and Finnish bicycle forum I told to OO Service that I was very unsatisfied how they handled this case. Then I also mentioned that I will share my experience on different MTB-forums. So this should be no surprise to them but more like a well-judged decision made by their customer/warranty service person.

Gary_M - Member
That's fair enough but I just got the impression that they didn't bother their arse looking. So I guess I'll need to bin the brake.

They are probably busy - may have forgotten. I know I have forgotten stuff like this in my work. Won't the brake work without it? Would say a shimano spare work?

I suspect you'd struggle to get this spare from many brake distributors.

brant is the frame designer at on-one but also posts on here and generally gets involved if people report problems. He did 'marketing' for on-one for a while too, amongst other things.

Then I also mentioned that I will share my experience on different MTB-forums.

From working for a different large online cycle retailer, I can assure you that has no bearing on how the case was handled.

OP had sympathy with you up to this point. No longer, OO honour warranty but replacement fails and you threaten blackmail? - I'd tell you flip right off.

I'm sure they are busy, but they did respond. The brake 'works', as in stops the bike but it doesn't return so once applied the arm stay locked against the wheel.

Shimano brakes are different.

To be fair, you are not meant to put adhesive stickers on safety helmets either as the solvents in adhesive can cause premature failure (depending on the adhesive composition) ..so slapping stickers all over plastic and resin components is always a good game of russian roulette

I assume from many sent messages that I should know who Brant is, but I do not know.

Brant is a big wheel down at the cracker factory. The head honcho, the big cheese....el chupacabra!

OP had sympathy with you up to this point. No longer, OO honour warranty but replacement fails and you threaten blackmail? - I'd tell you flip right off.

Easy tiger. Where did he do that?

[quote=thestabiliser ]OP had sympathy with you up to this point. No longer, OO honour warranty but replacement fails and you threaten blackmail? - I'd tell you flip right off.

He told them what he was going to do. He did it. Seems like a promise kept rather than blackmail. In any case, hiding behind the letter of the law here is a shitty customer experience. They warrantied the first frame for roughly the same problem so it's a bit rich to say "Oh, it doesn't count for the second one"

would like to mention here that before starting moaning here at STW, US MTBR-forum and Finnish bicycle forum I told to OO Service that I was very unsatisfied how they handled this case. Then I also mentioned that I will share my experience on different MTB-forums

There

We need a "What radiator for garage holding carbon bikes ?" thread

perhaps they should do extended warranties. that would solve a lot of whinging.

I don't see what the issue is, guys said he didn't like their customer service and would be making sure others knew about it. Fair enough.

Then I also mentioned that I will share my experience on different MTB-forums

I'm not sure I would class that as blackmail. As he didn't say he would do X if O-O didn't do Y. He just stated he is going to have a moan, as he wasn't happy.

IANAL.

Does the Sale of Goods act apply for Finland too Ransos?

As far as I know, yes, because it's a UK contract. In any case, Finland is a member of the EU, and there is harmonised consumer law in all EU countries, including fitness for purpose.

OK blackmail is a bit OTT but it's a threat of sorts, based on give me a new frame or I'll bad mouth you.

I'd be me miffed if my frame had done that but to expect a new one outside the warranty is optimistic to say the least, a contribution to reapir or a good will gesture certainly but a new frame? Really?