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

However I do want to work with our faithful customers to give them extended value in the event

At that time when I sent my message, to which it has been referred here, I was not having a slightest idea, who this Bran is. Is he just one of STW's regular member or some head honcho of On One? He was not introducing himself to me nor he has not sent me any emails on behalf o On One.

With regard to my "wasting time" comment, the OP indicated he was finished with us, and on that basis there's little point in persuing. However I do want to work with our faithful customers to give them extended value in the event of an out of warranty frame failure.

You say us, but the OP was unaware that you were related to On-One in a senior capacity. Maybe if you had made it clear who you were, and asked whether the OP would like to give you one more chance to rectify things, then the OP may have responded differently.

+1 Jamie. Looked like a very empty post from you Brant. The OP didn't have a clue who you were so to slam the door again so quickly looks like a hollow gesture.

Perhaps by being polite to people

Hmmmm! Perhaps not given his attitude to something that didn't involve him towards another forum member.

Is it me or is On-Ones warranty department(and marketing, and web descriptions, and stock updates, and designing - I suspect he cleans the bogs and does the accounts as well) run by brant, on social media as the way of communicating?
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I even found this picture of On-Ones company day out, with the whole staff team in attendance. 😉
[img] [/img]

At that time when I sent my message, to which it has been referred here, I was not having a slightest idea, who this Bran is. Is he just one of STW's regular member or some head honcho of On One? He was not introducing himself to me nor he has not sent me any emails on behalf o On One.

Brant is On-One, a guy called Dave set up Planet-X in the 90's, Brant was a magazine editor and wanted to make MTB's, I think he designed ther website in return for Planet-X setting up On-One, which he then ran from a shed in the bottom of his garden.

One day the shed caught fire, so Brant set up a company called shedfire which did design work, he left P-X and did some work for Ragely and Nukeproof amongst others (which were kinda like On-One and Titus, but owned by CRC/Hotlines).

He's now back doing stuff with P-X/O-O.

[i]I've been involved in extended discussions with our customer service team this morning, about how we can handle similar situations better in future.[/i]

Awesome, awaits email from Sue telling me she sourced the 'wee plastic bit' I need. It was my fault I lost it so I'll pay up 🙂

And below is proof positive that there are no Brant/On-One fanboys round here 🙂

[i]Brant is On-One, a guy called Dave set up Planet-X in the 90's, Brant was a magazine editor and wanted to make MTB's, I think he designed ther website in return for Planet-X setting up On-One, which he then ran from a shed in the bottom of his garden.

One day the shed caught fire, so Brant set up a company called shedfire which did design work, he left P-X and did some work for Ragely and Nukeproof amongst others (which were kinda like On-One and Titus, but owned by CRC/Hotlines).

He's now back doing stuff with P-X/O-O. [/i]

[i]reach out to this guy again[/i]

is this an American forum now?

we phone people, email or write them a letter in this country.

last thing I want is brant reaching out to (or around) me.

hopefully this incident will form a part of the ongoing Planet-X quest to improve customer service and responsiveness.

Reach out is an Americanism that actually makes sense - it means getting in touch in a conciliatory way, rather than shouting at him down the phone for five minutes. I can see why it hasn't entirely caught on in Yorkshire, mind you. 🙂

Perhaps if replacements received a fresh new full warranty period that might force manufacturers to sort out any inherent product design or manufacturing flaws?

The issue then though of course is how to identify whether the failure is from misuse and shouldn't be covered. Especially when you've got people willing to break things deliberately to try and exploit the possibility of a new frame. I guess that's possibly how the current legal position has come about, despite the sense many of us have that it often doesn't seem right.

I wasn't too impressed with Brant's flippant comment either given that he's known to represent the company and a forum is public. I don't care too much obviously, it's minor, but little by little the negatives mount up in a far more persistent way than the positives.

I can see why it hasn't entirely caught on in Yorkshire, mind you.

It doesn't really work if there's only one phone in the village.

Perhaps if replacements received a fresh new full warranty period that might force manufacturers to sort out any inherent product design or manufacturing flaws?

Naaa, if the magin was (say) 30%, then replacement frames are costing the manufacturer half the manufacturing cost (the other half being the original profit). And that's not including paying anyones wages to sell it in the first place or deal with returns.

Brant is On-One

I've been involved in extended discussions with our customer service team this morning, about how we can handle similar situations better in future.

And lolz at Gary_M

Am I in an alternative universe? People on the internet dictating that someone should give the OP a new frame FOC? Under what pretences? Why dictate that they should 'go the extra mile' because someone on a keyboard tells them its the right thing to do?

Balance folks, I've critised OO/PX in the past (on a jumper logo printed upside down) - but that was a clear 'basic' customer service response on what I feel should have been done. I worked for years in retail, have it in my veins and I don't think sending yet another frame is the right approach. Unless its a known QC failure point in a batch/design then you'd offer a different product as goodwill.

I'll reiterate, we've no idea how the OP stores his bike(s), where he rides, his build (fork length), etc etc so offering new FOC kit outside of (generous) 2yr warranty isn't above and beyond, it'd be daft. Especially as the chap then goes on to slag off the brand on a forum.

How many products on the high street that get bashed about/gritted up/power-washed and abused routinely come with a 2yr warranty?

FORGET Specialized (tossers). They aren't beyond reproach.

I'd remove the 'C' from FOC and explain what the acronym means to the OP.

(and this is coming from me who loves to wind Brant up and of course him and his 'hora clangers').

Perhaps by being polite to people

its not like mark has history is this area.
Anyone remember FFC?

 

Images of Brant sitting on the pot muttering to himself are now stuck in my mind.

I think you're thinking of Neil, Fruit and Tango and the suerstrar, KS customer services and warrenty departments.

I'll reiterate, we've no idea how the OP stores his bike(s), where he rides, his build (fork length), etc etc so offering new FOC kit outside of (generous) 2yr warranty isn't above and beyond, it'd be daft. Especially as the chap then goes on to slag off the brand on a forum.

How many products on the high street that get bashed about/gritted up/power-washed and abused routinely come with a 2yr warranty?

FORGET Specialized (tossers). They aren't beyond reproach.

I'd remove the 'C' from FOC and explain what the acronym means to the OP.

Nice and adult attitude from you! If you really look the pictures from my first message carefully enough it could be reasonable easy to understand that this is clearly a QC failure case (or actually two of those).

Below you'll see how my build was when it was still alive and kicking! And the bike was always stored in the warm storage building.

[img] [/img]

So do you know now enough? Or do you still want to teach me what FO means?

Good thread this one, Good thread. Thanks to all involved, improved my lunch hour.

Am I in an alternative universe?

I'd remove the 'C' from FOC and explain what the acronym means to the OP.

...and you were doing so well.*

*You wasn't really. No-one is stating the OP should have a FOC replacement.

"above and beyond/do the right thing"?

Oh and the bighitters have arrived. 🙄

QC failure case

Surely a QC item would fail well within the second case of 1.5yrs unless you only rode it a handful of times?

Anyone else notice the photograph showing a chain device fitted to the 'race' light frame..? Two, or two and a half years ago, that would be an unusual addition to this sort of bike and implies heavier use. I'm with Brant on this one. Duty has now been done and at least some responsibility lies with the OP.
Having once broken an Inbred frame (and taken it on the chin), I remain a happy enough buyer of O-O product. I'd not dream of putting the OP's carbon frame through the kind of use that I would a steel frame though. Those frames were light for a reason!
And I've had worse customer service than this from Silverfish over broken Cove frames- two broken Hustlers, now replaced by a G-spot that seems to finally be up to the harsh Scottish climate!

@ D0NK .... I'm not a 'chancer'. I was illustrating a point as to why warranties might not restart upon each replacement frame. If I bust a frame out of warranty, I would be jolly impressed with myself that I had actually ridden the bloody thing enough to break it.

I don't think anyone is telling On-One / Brant what they should or shouldn't do. People are just expressing some sympathy or empathy with the OP and suggesting that if the same happened to them, they too wouldn't be happy.

On the On One side - they can of course quite rightly stick to the absolute terms of the warranty. Or they can accept that doing so may not paint a particularly great product quality / customer service picture and see if they can find some way to keep that customer happy and to generate some good PR in the process.

None of us know all the factors that may or may not have contributed to the failure of the frame or whether those factors could be considered as reasonable or as unreasonable treatment.

There is no absolute right or wrong here but it would appear that there is an opportunity to come to some sort of arrangement that keeps all parties happy (or at least a happier than they currently are).

DB

duckman - Member
However I do want to work with our faithful customers to give them extended value in the event

Excuse my cheeky selevective cut and paste
Well as one of you loyal customers, I also need the little plastic barrel adjusters that fit into the top of the cnc brakes, I would happily pay for them as well.

I'll go have a look. If Sue tried, she would have tried. She's ace is Sue.

Anyone else notice the photograph showing a chain device fitted to the 'race' light frame..? Two, or two and a half years ago, that would be an unusual addition to this sort of bike and implies heavier use. I'm with Brant on this one.

You're not. I can see the OP's point. I think we could do better than offer just 10% off something, and I'm just working out a fair framework for doing that, to avoid people accidentally driving over frames because they fancy a new one (we've had it happen).

Perfectly fair to mount a chain guide on there. His bike looks awesome.

Looking are the photo, it all makes sense now. The frames broke because he was running a RoRo on the back and a RaRa on the front.... Very non-conformist and a certifiable way to make a carbon frame explode in front of your eyes. Brant will surely back me up on this.

Anyone else notice the photograph showing a chain device fitted to the 'race' light frame..?

I had a chain device fitted to my GT back in the mid '90s, and I'm as wussy XC as they come.

Anyone that cleans his path and pebbles to that extent should NOT have the integrity of his bike storage and cleaning/maintenance sullied on a public forum! 😉

Hmmmm! Perhaps not given his attitude to something that didn't involve him towards another forum member.

It does involve me. I'm a consumer of the On-One brand, and an indulgent consumer of cycling products in general. I'm also a member of this discussion forum.

All of the above gives me ample justification in posting my views about the product, and how the actions and words of one of On-One's brand ambassadors have irreparably damaged my view of the On-One and Planet X brand.

Hopefully, by voicing my opinions in a measured fashion, people like Brant might think twice about trying to be a smart-arse on a public forum, and despite the reassuring virtual high-fives he might have received from a handful of On-One sycophants, the repercussions of his flippancy will be far further reaching in terms of his future sales and profits.

Reputations are hard won and very easily lost, as I think he's demonstrated today.

highlandman - Member
Anyone else notice the photograph showing a chain device fitted to the 'race' light frame..? Two, or two and a half years ago, that would be an unusual addition to this sort of bike and implies heavier use.

Nonsense. It implies single ring use, not heavier use. You only need look arounf the average trail centre car park to realise that chain guides, Full face helmets and massive suspension often mean very little on that front.

If the bike was being thrashed, the bar ends and lightweight tyres probably wouldn't be one it.

Duckman - does this kit have it in? http://www.planetx.co.uk/i/q/BSPXFOCNFIT/planet-x-fixings-kit-for-cnc--forged-brakes

Or is it this?
http://www.planetx.co.uk/i/q/BSPXCNCCLIPS/replacement-spring-clip-for-planet-x-cnc-and-forged-brakes

Hopefully, by voicing my opinions in a measured fashion, people like Brant might think twice about trying to be a smart-arse on a public forum, and despite the reassuring virtual high-fives he might have received from a handful of On-One sycophants, the repercussions of his flippancy will be far further reaching in terms of his future sales and profits.

There are no winners here...

Hopefully, by voicing my opinions in a measured fashion, people like Brant might think twice about trying to be a smart-arse on a public forum

In life, generally, I don't run down the road after people saying "sorry, sorry, sorry, sorry".

As I've already said, I'm not massively happy with the offer we made the OP and I'm looking in to improving this offering in future.

All of the above gives me ample justification in posting my views about the product, and how the actions and words of one of On-One's brand ambassadors have irreparably damaged my view of the On-One and Planet X brand.

Granted but it doesn't allow you to insult forum members.

I think 'looked awesome' is more appropriate. It's fairly obvious that bike has been built with lot's of thought and care.
Why a replacement frame doesn't have the same warranty has the original purchase is a bit baffling. It's a new product so the company should honour it's warranty, that is if they believe what they are selling is up to the task.

that [s]is[/s] was a good looking bike.

Meaured fashion? Delcaring something not fit for purpose when you have no experience of it is measured is it? Stone me..you will be ace when you get properly excitable..you'll be accusing on-one of harbouring kiddie fidlers and riding through red lights next!

Granted but it doesn't allow you to insult forum members.

I'd rather be called a twunt than have my concerns so flippantly dismissed by the company I'd spent a lot of money with. I think Brant's comments to the OP were far more insulting.

Delcaring something not fit for purpose when you have no experience of it is measured is it?

Not one, but 2 frames failed. And they didn't fail in a way consistent with wear and tear, they appear to have failed due to poor workmanship during manufacture! Therefore, neither frame was fit for purpose!

[i]I think Brant's comments to the OP were far more insulting. [/i]

insulting someone is insulting them, trying to put yourself lower than another poster on the 'insult scale' isn't much of a defence, is it?

Hopefully Brant is reaching* out to the OP, and something gets sorted out to one degree or another. What this thread doesn't really need is to be sidetracked by the professionally outraged.

Also, can I get a [s]coffee[/s] grande iced half caf triple mocha latte macchiato?**

*With apologies to wwaswas
**With no apologies to wwaswas 😀

You're not. I can see the OP's point. I think we could do better than offer just 10% off something.

And I was your loyal customer for years and was just planning to purchase a Planet X Track bike to my son.

Perfectly fair to mount a chain guide on there. His bike looks awesome.

Small correction here: Looked awesome!

because he was running a RoRo on the back and a RaRa on the front.

That was only for picture purposes because I was not having two RaRa's avialable at that time. The bike was actually driven with RaRa on both ends.

I wouldn't class myself as professionally outraged, more of a useful 2nd Cat with aspirations...

[i]*With apologies to wwaswas
**With no apologies to wwaswas
[/i]

my outrage has gone into a flat spin.

[i]Anyone else notice the photograph showing a chain device fitted to the 'race' light frame..? Two, or two and a half years ago, that would be an unusual addition to this sort of bike and implies heavier use. [/i]

Whilst you were casting your eye over the bike did you notice the bar ends, I here all the downhillers are using them now so the bike has obviously been hammered.

Ah the 2nd link Brant has given is the bit I'm after. Maybe Sue could have advised this was available? I'll order now, thanks Brant.

Whilst you were casting your eye over the bike did you notice the bar ends, I here all the downhillers are using them now so the bike has obviously been hammered.

Also, I noticed it has pedals. All the DH boys use those.

you'll be accusing on-one of harbouring kiddie fidlers

They've got a couple of Jimmy Savilles bikes, does that count?

Jamie - Member
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There are no winners here...

On-One improve their crash replacement.

Customers better off as a result.

Winners all round