- On-One/Planet-X Customer Service
Just been through a warranty experience with them, small problem with a helmet I got off them a while back.
For a brand/company who are pitched at the budget/value end, their customer service is anything but. Emails answered same day (generally within an hour or two), sent them a picture, they immediately agreed to replace the helmet and asked me to send back the old one, return processed the day it was received, replacement item (which didn’t appear to be in stock on their site) shipped the next day.
Can’t fault them at all.Posted 5 years agotracknickoMember
Do the people that complain about emails going unanswered ever try phoning? Just wondering like….
every day about 50 people come on the forum and complain that ‘xxx company/persons are ignoring them, and thus providing TERRIBLE service’, but have only emailed.
why are people so scared of lifting up the phone these days? or is it laziness?Posted 5 years agodruidhMember
My experience is already documented on thus forum if anyone is really that interested. FWIW, I called regularly and was usually fobbed off with a “he’ll get back to you”, so it’s not just a reluctance to respond to email.
And before anyone chimes in to tell me off for knocking On One – again – note that I’ve recommended their products several times since my incident.Posted 5 years agotracknickoMember
FWIW, I called regularly and was usually fobbed off with a “he’ll get back to you”,
IME the beauty of calling is that you don’t have to get fobbed off. I’d just stay on the line, make them pass it up the line there and then. V. easy to ignore an email. Much harder to ignore someone on the phone there and then. Just don’t accept the above!Posted 5 years agoNorthwindSubscriber
tracknicko – Member
why are people so scared of lifting up the phone these days?
Emails give you a written record. I’ve got an ongoing warranty claim with a company that’ll remain nameless until we’re done… been given 3 different reasons why it’s not in warranty, 2 were flat wrong and the 3rd is ridiculous (and contradicted by earlier correspondence). So I’m glad to have that all in writing in case it ends up in small claims, which right now it looks like it will.Posted 5 years agodantsw13Member
In the last week, had a phonecall fro PX about my new bike. The bike builder found a small chip in the frame – called me to offer me replacement or discount – replacement bike landed 3 days later.
2 days ago, email ref bib shorts I’d ordered – out of stock, offered me different ones. I asked if they would honour the (very low) price of my original ones, and they said yes!!
Now, I have had a few quality issues with some of their stuff :
-Titus FtMc – shock rubbing on shock mount.
– C456 – obstruction in seat tube.
But for me at least, the service has always been 1st class!Posted 5 years agophinwMember
I have to say that I was well surprised when, having order 2 sizes of the same glove a couple of days apart, their returns guy emailed me asking if I’d like an exchange or a refund on the first pair! I’d not even filled in their returns form. Chapeau!
It’s miles away from days when Brant sat in a shed and never answered the ‘phone or email.Posted 5 years agodoubledunterMember
456 arrived last year with wrong bars attached, phone call and a pic emailed to make sure I wasnt “at it” ,called me back within 5 mins , apoligised and sent proper bars same day which arrived next morning, plus told to keep wrong bars mistakes happen so im happy with that service.Posted 5 years agotoys19Member
I’ve had loads of stuff off them and despite what people say about Brant and the others they have always been spot on with me. A few errors that were rectified quickly. TBH I don’t object to mistakes or eff ups, its the way that they are dealt with that shows how good a company is, and they have always dealt with their mistakes very well in my experience.Posted 5 years agoconvertSubscriber
I was such a frequent flyer with px/on one and must have spent a fortune with them over the years. Got a feeling it might have hit 5 figues 😳 A few little cock ups along the way but always dealt with well in their own unique way. Then they started the constant barrage of daily “offer” emails so I unsubscribed. Can’t remember the last time I went on their sites now. For me they just pushed the marketing too hard and lost me as a customer.
Dave’s VAT bill special clearout emails or news every now again of a genuine bargin was fine, even welcome, but they just started taking the piss with both the frequency and the banality of what the emails were featuring.Posted 5 years agoandybanksMember
I’ve had a c456 frame off them and lots of components. All the components arrived on time and I’ve never had the need to deal with customer service for that.
The frame arrived bent first time – Barry at PX/OO kept in touch on email amazingly and arranged a courier to pick up the new one and sent me a replacement out same day.
The second frame has now been built up and the rear triangle is out of line. As I’ve spent money/time building it up, Barry has offered for me to send the complete bike down, they’ll swap the frame over and send me a complete bike back so I’m not inconvenienced or out of pocket for the build.
I don’t think you can say fairer than that to be honest. Two dodgy frames maybe shouldn’t happen but I will definitely buy off them again just because of the amazing customer service – and all via email.Posted 5 years agolee beeMember
I ordered a scandal 29er only to find the horizontal swapouts wouldn’t fit. I contacted One One few times but to no avail in the end I filled down the swapouts myself to fit the frame. I don’t think I would of had to do this with a trek cannondale etc…. Not very good in my opinion. Although I do like the bike I wouldn’t buy another.Posted 5 years agogeneralleviMember
My missus had an issue with a Carbon Whippet frame that cost her 1st place in the nationals last year and she ended up finishing 4th.
We drove up to On-One a few days later to have it out with them and not only did Dave come down and speak to us personally but he replaced the frame and sorted my missus out with a 2012 XT 2 x 10 groupset including brakes as a way of apologising and fitted it all for free!
A cock up to start admittedly but like a lot of people are saying they seem happy to try to fix things when they do go wrong. Top Bloke.
Lee.Posted 5 years agogeneralleviMember
Something that happened to the BB shell that I would rather not start going into detail with on here. It cost her the race as the bike was unridable and it was its first outing since moving over from Giant.
I would agree with you that a lot of things happen in racing that are attributed to racing, however this was not one of them.
Dave saw the frame for himself and agreed also. I didn’t come on here to have a go at On-one, I came on here to defend their customer service to the hilt, in our case at least. Because of this we have been loyal since and only a few weeks ago picked up another frame which I am building up at the moment.Posted 5 years agothepuristSubscriber
I had an issue with my FTMc – phoned them about it to check that it was in fact an issue & not hamfistedness, got some suggestions on how to sort it but they didn’t work so stripped the bike down & sent the frame off. There was a bit of a delay due to workshop hols, but that coincided with a spell of atrocious weather (what, this year?) so I was fine on my winter hardtail for a bit. As soon as everyone was back it was sorted & I had my bike back PDQ with some spares thrown in. So I’m a happy customer.Posted 5 years ago
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