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

I don’t have any problem getting through the day Mark, last time I looked, “appalled” isn’t a debilitating condition.

🙄

they consider 5 years to be lifetime like most of the big guys…

That’s 2-and-a-half times better than On One’s…

I can’t comment on On One’s warranty, never having owned one, but when it comes to warranty, in my experience Turner are arguably the go to company. They have been brilliant to deal with when I broke my 5 Spot. Regular communication, they paid for the postage of a new frame from the US, gave me the opportunity to chose another model – all good!

I’d also add ISON, Silverfish and 2Pure to the list of really good companies to deal with.

Cheers

Sanny

bencooper – Member

Yeah, I wouldn’t have phrased it like that probably, but I’d have been thinking the same as Brant. He offered to look into it and maybe sort the problem out, the OP continued to slag off On-One.

Remember though that most people don’t know who Brant is- to the OP he’s just another dude posting on the thread, rather than it being a recognisable offer to fix things. If Brant doesn’t make that clear to the OP, how is it going to make any difference? After all he’s already exhausted all the channels On One have offered and came into the thread thinking “That’s that done with, here’s where we are”.

After all he’s already exhausted all the channels On One have offered and came into the thread thinking “That’s that done with, here’s where we are”.

and if I had gone beyond the warranty period I’d expect to be flamed for slagging people off for not replacing what they have no obligation to do

To be fair, OP didn’t know who Brant was before they all got shirty. Perhaps if he knew who Brant was and that ‘looking at it’ meant that someone from On-One was involved, he may have toned things down a bit.

Edit, what Ben said!!!

Just to pick this up…

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

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.

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.

…or maybe not. Who knows.

Really? How do you even make through each day?

Perhaps by being polite to people and acting professionally in his job?

Bit of an over reaction statement to someone being “appalled”. I was pretty appalled by the car that nearly ran me over this morning when it jumped through the red light, but I am gettign through the day ok.

Got to be a bit careful saying things like ” not fit for purpose” about a product, in a public forum without suitbale and sufficient evidemce to back it up. One persons, one sided account of an incident, whilst unfortunate does most certainly not render the designs and manufacturing on an item as not fit for purpose.in addition the frames will have passed the relevant cen/en testing protocols.

I know it hinders your flair for dramtic histrionic posts, but do try and keep to the facts.

Bloke buys frame…frame fails within warranty period…..company fulfils its legal requirements. ..frame goes again outside of legal warranty period…bloke wants a magic fix…company give an offer…bloke not happy and sulks on line….lots of people with no idea of the legalities of warranty law add some clouding about how it should be in a fluffy non commercial world…and some gets sand in their vejayjay about the fact that all on carbon frames will kill you, destroy the planet and shag your misses when you are not looking

I love this place 🙂

Warranties don’t extend when a replacement is provided.

No, but they should start afresh on the replacement, surely. was my initial common sense approach, was pointed out to me that businesses don’t work on common sense, plus you’d get chancers like campfreddie* making a 12month warranty equal a new bike annually forever. Still seems wrong that a Xyr warranted bike isn’t actually guaranteed to last Xyears but I can see where they’re coming from.

Kinda annoying that you speak to warranty department and they tell you to do one, pop up on social media or the right forum and it gets fixed (not just O-O, not by a long shot)

*he may have been joking

Also, the OP was a faithful customer until this situation changed his opinion.
Why not work with him like you would with all the rest?

Bit of an over reaction statement to someone being “appalled”.

Calling people sycophants for not immediately attacking a company that could have handled a situation better seems like a bit of an over reaction too.

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.

By offering a very small discount on a replacement for an expensive frame that failed after little more than two years?

Faith works both ways…

If on-one, following ‘extended discussions’, have now concluded that they would handle this situation differently in future, why not reach out to this guy again? It’s fairly obvious he wouldn’t be spending any more of his hard-earned with on-one, if even you are conceding that the customer service wasn’t ideal. So it’s hardly an excommunication offence to say so in a post.

He’s just an unhappy customer. Most businesses have them from time to time. Some of them have justified anger, some are undeserving, but it’s instructive for everyone else how they get dealt with.

My spidey senses are telling me there is doings afoot behind the scenes.

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.

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.[/quote]

+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?
.
I even found this picture of On-Ones company day out, with the whole staff team in attendance. 😉

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

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 🙂

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.

reach out to this guy again

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.

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

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’).

[/quote]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.

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?

Generally Yes and it is an odd one as well

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.