Amazing after sales service from Orange
I’ve just had the most amazing service from Orange and thought it only right that I share this experience with others.
I’ve always been a fan of Orange and have a 5, an Alpine and a P7. I’ve always liked the rugged construction of all their bikes and so was concerned when at Glentress the other week when one of the lads commented that my 2007 5 looked like the swingarm was flexing on climbs. Indeed I could haul the swingarm back and forth a bit by pulling on the rear wheel.
I decided to call Orange to ask them about it and they invited me in to have a look at it. I hadn’t had time to clean it since Glentress and so took it in in a bit of a sorry state.
Ben, their Warranty manager gave it a really good going over whilst I was there and found a crack which probably explained the swingarm flex. I bought the frame new from Stif in 2007 but it was now 4 and a half years old so I was expecting shrugged shoulders and had pretty much resigned myself to buying a new frame.
HOWEVER, Orange offered me the following:
A brand new frame at 50% RRP
Free Maxle upgrade
Free custom colour upgrade
Half price Kashima RP23 upgrade
On top of all that, they told me to leave the bike with them and they would build all my parts over. I collected my shiny new bike today and found that they had cleaned all my original parts, given me a new seatpost as the seat tube was a different diameter and a new SDG Bel Air saddle as my original one was getting a bit tatty 😮
They had fitted brand new gear cables too and bled the rear brake to within an inch of its life.
I am one very happy bunny and looking forward to giving my new steed a run out this weekend.
I don’t think I’ve ever had service like this from anywhere – let alone the mountain biking industry, absolutely amazing and very welcome indeed.
My only regret is that I bought a road bike before Orange announced their Carb-O.
If you’re considering buying an Orange I wouldn’t hesitate for a minute – you’re in extremely good hands 😛Posted 6 years agowwaswasSubscriber
Specialized would have given you a free one
the moral being – next time your Orange 5 breaks take it to specialized?
customer service is about exceeding what people expect of you. If you leave people feelign warm they’ll say nice things about you. In this casae Orange went well beyond the letter of the warranty and sorted someone out a replacement frame and did extra stuff too. That’s good service.
I applaud them, frankly, it’s irrelevant what the cost was the OP is a happy bunny and quite rightly, imo.Posted 6 years agomu3266Member
That is frankly, one of the most impressive no fuss service I’ve come across. And to think, I was chuffed today with Sony replacing my 4 year old PS3 60gb with the exact some model for £110. Because we all know the classic 60gb was the best one they made.
Definitely black catted my warranty story. Happy for you bud 🙂Posted 6 years agojonkMember
I broke a rear swing arm out of warranty mind you, tried to get another for free but they wouldn’t budge but they did me a new one and a full respray on the frame for £300 was pretty good considering you buy an orange knowing the length of warranty on the frame and a full respray etc is £200.Posted 6 years agoOmar LittleMember
Its better than some companies and they seem to have done a good professional job but i’d still be a bit disappointed to be paying probably close to £1000 for a crack in the swing arm (unless it was crash damage then fair enough)
However maybe i’m just cheap and have unrealistic expectations!Posted 6 years agoigmSubscriber
I got the thread that holds the bearing dust cap helicoiled by Orange, while I waited in my lunch hour. I’d stripped it by clumsiness.
If you can get to Holywell Green they seem to be very willing to go above and beyond – others I know have also got similar stories to tell.Posted 6 years agomatt_outandaboutSubscriber
Again, can I big up Ben and Orange – busted ST4 swingarm after 3 years. Email at 5pm day 1, Ben aswers 7:30am Day 2; by day 4 I had shiny new swingarm, with bearings, in my sweaty palms at not cost.
I have owned a number of Oranges (2x C16r’s, P7, Sub5 and now ST4) and used to sail with thier sails, but this was outstanding service and help.Posted 6 years agochestrockwellMember
Another happy customer here. Had Orange’s for years and live quite close to Halifax so have popped over a few times. Last time I was there it was for new decals for my 5. Dean spent ages showing me how not to completly mess them up, got examples of all the versions in stock and knocked me a bit of cash off. Another time Ben let me have a Sram 990 cassette at a biiiiig discount after I’d heard horror stories about cheaper cassettes on Pro 2 hubs. Big thumbs up from me 🙂Posted 6 years ago
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