How to wreck a brand new Turner Frame (Thanks CRC shipping department…..)

This is no doubt very poor and I’d be incredibly annoyed too, but these things can and do happen. I’m sure we’ve all spent a lot of money on all manner of stuff that has needed to be returned/fixed. Not defending it, but the real test of CRC is surely how they deal with it now.

“My On-One frames have always come very well packaged and they’re about a 1/10th of the price”

really! they sent me a titus ftm damaged like this, then after a couple of weeks arse-ing about they sent another one – and that had a flat spot on the head tube and a broken drop out. tards.

Did you pay by card? Let them deal with it. Frame is not fit for purpose. Send it back, get your money back, and claim damages to the tune the of tax paid + any costs incurred.

Feeling your pain bro & hope you get it sorted.

IME they are terrible to deal with at the best of times (so I don’t any more), good luck sorting it out! It looks fairly cut and dried but I bet they’ll drag it out as long as possible and make it as complicated as they can.
If that was the last one in the sale you may have a real problem, if you eventually get a refund from them is it going to be enough to buy another Turner elsewhere, probably at RRP? You need to keep on at them to get you another frame (from Turner, at their cost) not a refund (although a refund of duplicate taxes should still apply)
.

Should have gone to your LBS….

Such a shame, annoying to if it was the last one and you only get cash back and not a replacement 🙁 I’m guessing the Turner’s they’re flogging of they bought as a job lot without boxes and their own warehouse people are boxing them, in which case someone down there needs to be having strong words with whoever decided using those boxes was a good idea.

Should have gone to your LBS….

No, I shouldn’t have.

I did not require the services that a LBS charges a premium for. I knew exactly what I wanted. I didn’t need any technical or service support. I am fully equipped with tools and skills to build and maintain my bikes. I was happy to buy last year’s frame at >60% discount from a mail order firm who are obliged do deliver me what they sold me.

When I need help, I go to my LBS (a real local bike shop in my village). They are very friendly, helpful and knowledgeable and I support them with business and help for their projects. They don’t sell any bikes or frames that I want to own and they know that but they are experts in their field, doing high quality work and with a great network of suppliers.

As someone stated, these things do happen. I’ve spent a lot of money with CRC in the past and been pretty happy. In this case though they dropped the ball. I’m pretty sure they’ll pick it up again but in the meantime you can all enjoy the pictures of the wrecked frame.

Thanks for all the kind words.

Poor show there by CRC. From your pictures that was never going to make it in one piece. Lets see what they come back with based on your note to them. How did you sign for it? I always sign as “unchecked” so as to not accept as “in good condition”. Yours is plainly not in good condition.

That really is a travesty. What on earth were they thinking? I’ve bought cheap second hand frames off ebay that have been packed with considerably more care than that. You’d think the amount of frames CRC post out, there’s no chance anything like this would happen

What a waste 🙁

Tragic, such a nice frame wasted by a total lack of care.

Please keep us updated as to what CRC respond with.

Man keep us posted of what they do for for you. I will be pleasantly surprised if you don’t end up out of pocket here.

You have 2 lots of tax that you have paid on the import and there is also the inspection fee that customs charge. Then there will be the return cost. Its all gonna turn out quite pricey.

My guess is that it would be cheaper for them to refund you the cash and call it a day. Then you could repair the had tube and maybe live with the damage on the rear.

Bought a 5Spot frame off of Wiggle and a Flux from Merlin and both were packed in a way that meant I was like a kid at Xmas, ploughing through loads of stuff in order to get to the frame at the centre of it. Wiggle used packing specific plastic airtubes (is that the correct technical term?). Merlin was more paper/card and bubble-wrap, but both frames were excellently protected. I’ve never bought off CRC and tbh this makes me even less likely to do so in the future

funkrodent – Member

Bought a 5Spot frame off of Wiggle and a Flux from Merlin and both were packed in a way that meant I was like a kid at Xmas, ploughing through loads of stuff in order to get to the frame at the centre of it. Wiggle used packing specific plastic airtubes (is that the correct technical term?). Merlin was more paper/card and bubble-wrap, but both frames were excellently protected

Thing is, most frames come packaged from the factory, and they just reshipped in the original packaging, just like any other boxed product. So it’s not so much that others do it better- because in most cases it’s not the shop at all. So presumably the original box was damaged or otherwise unusable. Doesn’t excuse the terrible packing of course.

Thing is, most frames come packaged from the factory, and they just reshipped in the original packaging

A fair point, but incorrect in my case as both frames arrived in boxes that were clearly emblazoned with the logos of their competitors 😀

CRC are probably buying the frames by the skipload. Unload the skips with pitchforks, and dump them into whatever boxes are lying around

Its people packing the stuff who dont give a F—.That is a total nightmare.Its a shame you cant rap the frame around the persons neck who packed it up.Hope you get it sorted.Lovely frame when not damaged.

OK, a short interim update.

To their credit, Chain Reaction have responded admirably to this issue. I’m impressed.

The additional customs costs have already been refunded to my credit card

The damaged frame will be picked up from my doorstep by DHL later this week

There are no blue frames in the UK but they have found a black one which they have ordered for me and should ship soon.

I’m promised that everything will run smoothly and that I will be happy!

Totally professional, uncomplicated and satisfactory response. Well done CRC.

As some have said – it’s how a company reacts to something like this that defines them. Well done CRC.

Glad it’s been sorted, CRC have always been good, a pair of gloves I ordered arrived today in a bag, not the huge box that is the norm….they even went through the letterbox!!!! 😯

The additional customs costs have already been refunded to my credit card

Was this all customs charges? as you will you have to pay customs on the new frame or is it labeled as warranty replacement?

Schweiz,

Glad to hear they are sorting the frame…must have been an open jawed moment receiving that box.

Quick question, did you pay CHF?

Something I’ve noticed with CRC, the Prices in CHF for delivery here should be minus VAT, but it seems as though they say, it’s a VAT free price, but then when you change the settings to Swiss delivery in CHF, the price is the UK price, VAT included converted to CHF.

Or am I missing something?

Excellent news…I’m pleased to hear CRC are sorting you out.

I still find it annoying though: what a waste of a top quality frame for the sake of a bit of thought and care when packaging the frame up. From looking at this thread and my own experience, it’s not a one off and I hope CRC sort it out.

A good result (so far) and fair play to CRC. Given the real influence of websites like this, I can’t help wondering if someone in their marketing team is tasked with monitoring the forums. They’d be crazy not to I guess.. 😉

Good result in the end, pity about the colour though, that blue was nice!

You’d think the amount of frames CRC post out, there’s no chance anything like this would happen

Could be a “rogue” ,casual or disgruntled employee(disciplinary case to follow or already ongoing?),or a very inexperienced one too.Thing is when companies expand and get past the hiring of family, friends or recommendations from current staff stage, things can get tricky.Job specialisation,training,quality control checks on orders,staff morale and motivation etc.
It’s also how an organisation deals with issues that arise like the OPs that matter.
Fair play to CRC.

this,

Could be a “rogue” ,casual or disgruntled employee

and this

It’s also how an organisation deals with issues that arise like the OPs that matter.
Fair play to CRC

I sent a full-face helmet back recorded delivery (to protect myself), they refunded the difference between recorded and standard without me asking or them actually telling me, I saw it on my CC bill.

Just bought a lapierre road bike in the private sale, arrived fully built (both wheels fitted) with just the bars turned in the biggest bike box Ive ever seen.

Can’t see the pics on my ‘puter (probably a good thing) but at least they are trying to sort it out.

Good news! I was going to get a blue one but even more good news is that black ones are more bettererer!

And yes the back of my house is a state, it’s on the never ending list…..

Nice green hubs Hope??

Just bought a lapierre road bike in the private sale, arrived fully built (both wheels fitted) with just the bars turned in the biggest bike box Ive ever seen.

My C2W bike turned up in a similar fashion today. Box nearly as tall as me! These boxes are so big the sides lack any real rigidity, hence a nice dent in the down tube. At least it’s being sorted promptly so shouldn’t grumble.

Fair play CRC and have to say to balance out some of the other comments here, it matches my experience of them
Ordered a Commencal Meta AM factory frameset that came boxed straight from Commencal, it had wrong bottom bracket, CRC didn’t have correct model in stock so they ordered it for me – from Wiggle!
It had wrong fox fork stickers, they replaced them, unfortunately with non colour matched ones, they then refunded me cost of ordering custom ones from Slik
None of this was CRC’s fault they could easily have gone back to Andorra and it took ages to resolve, but they sorted it all direct
I ended up with 2 BB’s, 3 sets stickers and a complimentary shock guard, all no questions asked and resolved very efficiently

@hora – nope, Superstar Tesla. Rear lasted less than 10 miles before going pop. Needless to say they’re going back

Looks like a nice build Davosaurus.

I’ve got my full build kit here, ready and waiting. I’ll hopefully get the wheels built ready for when the new frame arrives. Quite excited – it’s going to be a little bit “special”. Going for a light and stiff alpine trail eater for long days far away from the beaten path. .

CRC are certainly keen on getting to the bottom of this. They want the damaged box back in the same condition I received it.

I might offer CRC £20 for the busted up frame. Glad they resolved if for you.

Be keen to see your full build list. What wheels are you going for? I’m contemplating a set of e13 TRS+ but they’re a bit pricy

Schweiz,

Really sorry about your frame mate. You must be gutted but I must say you are dealing with things with a high amount of decorum, as seems to be the case for CRC. Fair play.

When we had a similar incident a few years ago we were not so lucky. Me and the lads from my Military Cycling Club ordered a load of parts for a bike race in the Alps. The stuff arrived and there was not a tyre that had not been slashed with what seemed to be some sort of Stanley knife/blade, the tyres were all the wrong make and size anyway, my Chris King headset was not in the box, the DH inner tubes were missing as were all the arm pads.

I don’t know if this was a rogue employee who took a dislike to £2000 worth of stuff going to a BFPO address but it took heaven and earth to get a refund from CRC. They tried to make us prove that we hadn’t done it/lost it and kept referring to the guys signature that was on the check list that was against the parts that we ordered, so they must have gone out.

From that day I try to avoid CRC as they lost my trust when we needed them most. This is nothing against CRC, it would have been the same if it had have been Wiggle or anyone else for that matter.

Once again though looks like they have come up trumps for you and its the least you deserve.

All the best,
Lee.

Lee, sounds like a terrible situation to find yourself in. The reason I’m so relaxed is that I’m not under time pressure – I’ve it plenty of other bikes to ride until spring when the higher trails start to clear again. If it was the eve of a big ride or trip then it would be a different matter.

I’m going to build my sultan up with XX1, Fox 34s, Easton’s new havoc 35 stem and carbon bars, reverb, selle carbonio and I’m building my own wheels with light bicycle AM carbon rims on Hope pro2 Evos.

Not sure where it’s going to come out weight wise but it should ride like a dream.

Yep, that sounds special. Have you looked at the X Fusion Trace 34s? I was going to get a pair but got impatient (and now my bike is an expensive ornament again….), a lot of reviews of Fox 34s mention a fair bit of stiction.

That sounds like a killer build. Forgive me if I’m wrong but it sounds like the perfect bike for an overnight Haute stop on a two day epic trip across the Portes Du Soleil, finishing at Lake Geneve.;) If you would be so kind to put some pics up once its done that would be much appreciated.

I have the current Havoc Carbon 750mm set up and 50mm stem on my El Guapo but would be interested to know how you get on with the 800mm new ones!

All the best,
Lee.