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

I can’t imagine that the unbonding of a seat tube insert at any speed is going to lead to a fatality. Equally, the BB shell would be held in place by the crank arms.

A few years ago, a fellow club member was almost killed when the pinch-bolt on his seat post failed as he crossed a cattle grid at the foot of a descent between Barnacre Reservoir and Harris End Fell in the Pennines. The seat post slammed down, he got an unrecoverable speed wobble and broke most of his ribs and punctured his lung on a stone bridge.

Personally, I’d rather not have any part of my bike fail at speed as the possible outcome could be catastrophic.

Doesnt mean that on one aren’t cack though and their customer service is no better than pound land in Ellesmere port

Unrecoverable speed wobble= NO RIDING SKILLZ

but in this case the seat clamp would have held everything in place anyway so the worst that would happen is that the saddle might turn slightly.

What bike was this seat clamp on? Have you taken similar steps to publicise the failure and berate the manufacturer given actual injury occurred?

As an aside, who sits down to ride across a cattle grid?

but in this case the seat clamp would have held everything in place anyway so the worst that would happen is that the saddle might turn slightly.

That’s fine then, let’s all buy sh*t frames that fall apart under normal use 🙄

Alot of manufacturers have:

free of defective materials and workmanship

Open question, what does this mean? Such items would surely present themselves early on in the products life/usage no? So if an item with ‘limited lifetime warranty’ failed after 18months – how the frig do you prove its not defective materials without analysis? Stress/loading/wear and tear signs etc surely would cloud this question?

Tsk, It’s almost as if on one want to make money.

If you want a warranty from a mega corporation go and buy a specialised.

People want car boot prices and john lewis service 🙄

That’s fine then, let’s all buy sh*t frames that fall apart under normal use

and the name of the manufacturer of the component on your freinds bike?

I’ve had stuff break in normal use. Not often, but occasionally.

My car breaks every now and again. I’ve always lived to tell the tale but sometimes peopel who’s cars break don’t.

Stuff breaks, bits fall off, people do stupid things and hurt themselves. It’s just how the world is.

brant’s acknowledged that the replacement policy coudl be reviewed and they’re doing that.

You’ve produced no evidence that o-one have any higher failure rate than any other bicycle company – unless you can you’re not really making a point about them that isn;t true for all the rest are you?

Personally, I’d rather not have any part of my bike fail at speed as the possible outcome could be catastrophic.

Don’t use pneumatic tyres then eh : ) Do you ride a carbon bike? You do realise there’s a difference between sound design to a price point and a QC slip, human error etc, ie sh1t happens from time to time to all brands? I’ve seen similar loose BB inserts and recalls on the better or ‘best’ carbon bikes.

Anyway, just to say my warranty experience with PX was a good one, a reasonable outcome I think. I buy a few bits from them now and then.

Big companies backing smaller brands don’t always get the customer service experience spot on, people in CC/warranty often have to work within a framework and it doesn’t always equal the outcome that a person more in tune with the product and use may like to see. I know, it’s happened at both big-ish companies with smaller brands I’ve worked for. Doesn’t need to be said but while everyone’s throwing opinions in, since I can relate fairly closely..

And still the usual sycophants warble away. It’s really rather embarrassing!

Does anyone else remember when, oh must be 5 years ago now, an On One customer had a bit of a barney over some issue with them (I forget what it was over now) and the whole sorry email exchange was posted on the front page of their website? It’s still the worst example of customer service I’ve ever seen. No matter what it was over it was handled appallingly. Since that day I’ve never (knowingly) spent a penny of my money on anything Brant has been involved in. That saddens me for a couple of reasons, and this is the first time I’ve mentioned my stance to anyone. But he lost me as a customer that day.

Oh FFS, we get it Shibboleth. Talk about a broken record… Have you sought therapy following your warranty experience? If so, may I suggest you look for a new therapist. 🙄

And still the usual sycophants warble away. It’s really rather embarrassing!

and the name of the manufacturer of the component on your freinds bike?

I wouldn’t say that jameso was a brant sycophant – he works for a competitor doesn’t he (at least he used to)?

Is a syco.phant an ill elephant? Or is it a psychophant..on with a need to dismantle bodies with a multi tool and an old welgo pedal?

and the name of the manufacturer of the component on your freinds bike?

No idea and it’s completely irrelevant. You questioned that a failure like the OP’s (at the seat post junction) could cause injury. I pointed out that I helped scrape up a friend who kissed a dry-stone wall at 45mph due to a similar bike failure. The component may have been different but the loss of control could be similar. 🙄

I wouldn’t say that jameso was a brant sycophant – he works for a competitor doesn’t he (at least he used to)?

I was referring to you. And Clubber.

Mods – you need to check your supplies of eye rolling emoticons, these lads are flying through them.

Or is it a psychophant.

Is that not a crazy elephant? 🙄

Shibboleth isn’t a lad..the way he is carrying on..definitely puts him into the shrieking hysterical lady category. ..he’s got his petticoats all lifted and everything

I was referring to you

All I’ve done is question why you think on-one failure rates are higher than other manufacturers or what their business process does that others don’t (or vice versa).

it’s completely irrelevant.

because it wasn’t an on-one product?

I haven’t made any comment on their warranty process but for the record I thought the 10% off thing was a bit of an insult it should have been a reasonable discount or nothing at all.

I’ve also mentioned a problem I had with them so not being a sycophant really.

Bit late to this thread, I nearly bought one of those frames. I too would be very unhappy with a replacement frame failing as well….that does point to poor QC.

Hope it gets sorted

Wow!

I think their customer service has been poor here. Pretty sure I said that early on. I’m also under no illusions about OO having had an inconsistent, at best, approach to customer service that seems at least to revolve around how well you happen to deal with Brant via here quite often.

I still reckon you’re talking BS though on the points I picked you up on the previous page. I’m not sure that you really understand what a sycophant is.

All I’ve done is question why you think on-one failure rates are higher than other manufacturers or what their business process does that others don’t (or vice versa).

Where did I compare their number of failure rates to other manufacturers?

you didn’t because it doesn’t fit your argument that on-one have crap quality control.

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

Your response was immature and unprofessional, and now you back it up with the idea that its okay to be selective about which customers you support? Of course the OP is going to say he wants no more to do with O-O. Maybe if he came out of the situation with some goodwill he’d change his mind? As others have said, as he isn’t a STW regular the significance of your name popping up in a prompt reply meant nothing to him. If he’d realised someone from O-O had taken the time to post a positive follow-up he may not have felt the need to make that post.

Maybe it’s about doing the right thing, regardless of whether that customer returns to you or not? Maybe lots of neutral potential/previous customers (rather than the fanbois) might be swayed by seeing how this pans out? Does the fact I dare post a critical comment mean I’m on your sh1tlist and if anything of mine breaks I don’t get helped out?

you didn’t because it doesn’t fit your argument that on-one have crap quality control.

Oh right… So why on earth did you say

All I’ve done is question why you think on-one failure rates are higher than other manufacturers or what their business process does that others don’t (or vice versa).

…only 8 minutes ago?

WWGD?

What would Giant do? Tell me Giant is not the CMO for that frame. Was the reason for discontinuation poor sales or too many warranty replacements? If the latter, I would have expected a recall, rather than a replacement.

As for composite failure with temperature – perhaps you might think twice about flying 😆

I’ll take your lack of quoting as an apology FWIW, Shibby 😉

Pint later?

If he’d realised someone from O-O had taken the time to post a positive follow-up he may not have felt the need to make that post.

If he’d received a better response from our company in the first place, he’d not have posted here.

That’s something that todays discussions have brought to light, which we’re looking at.

As to your accusations of “immature and unprofessional”, well, if you say so…

Phrases from OP such as “No On-One frames nor other products for me anymore!” and “And yes I really cannot care less what people at On-One might think about me. I will not buy a frame or bike from them in my life.” really show me that there simply isn’t any point in persuing the individual around the forum apologising. But I did see his point, and have started movements within our CS department to look at how we can better offer people things as a goodwill gesture when parts fail out of warranty.

Pint later?

Yep, just as soon as I finish pulling the legs of wwaswas… 😉

If he’d realised someone from O-O had taken the time to post a positive follow-up he may not have felt the need to make that post.

If he’d received a better response from our company in the first place, he’d not have posted here.

That’s something that todays discussions have brought to light, which we’re looking at.

As to your accusations of “immature and unprofessional”, well, if you say so…

Phrases from OP such as “No On-One frames nor other products for me anymore!” and “And yes I really cannot care less what people at On-One might think about me. I will not buy a frame or bike from them in my life.” really show me that there simply isn’t any point in persuing the individual around the forum apologising. But I did see his point, and have started movements within our CS department to look at how we can better offer people things as a goodwill gesture when parts fail out of warranty.

I remember a post from years ago where Brant treated a customer like shit on the forum, I suggested he went on a customer care course, he clearly didn’t take up my advice 🙂

He’s just a ‘normal’ guy though, gets wound up and says the wrong thing. Easy to do but unfortunately it damages the brand. Will that and piss poor customer service.

Take my missing brake part, if Sue had said ‘yeh we have lots in stock, you can buy them on this link’, then I’d have been delighted. As it is ‘sorry I can’t find any’ when you do clearly have spares just leaves me a bit pissed off with the service.

edit: As to your accusations of “immature and unprofessional”, well, if you say so…

See that’s the kind of comments you need to stop making, people just think you’re immature and petty. You could have just left it.

People say things like that when they’re hacked off though don’t they?

IME they can also be swung massively round the other way if you show that you realise that you maybe didn’t get things right at first but have really tried to fix things.

As to your accusations of “immature and unprofessional”, well, if you say so…

🙄

Sod your broken frames and knackered brakes – 3 pairs of my On One socks have torn at the heel.

Livid I am. Livid.

7 pages in and I am no longer trying to keep up. Anyone care to summarise?

I’m not an on-one fan but Shibboleth seems way off track accusing on-one of shit QC on the basis of one persons experience and ZERO evidence from on-one or any other manufacturer for comparison

Frame in Finland breaks twice. OO don’t deal with it particularly well.

Shibby gets knickers in a twist. Decides that this is indicative of everything about OO that he doesn’t like.

Brant sort of says that they’re trying to improve things but maybe in a Grumpy Northerner (TM) way that doesn’t come across well to some others (inc me)

Out of interest, have any others of these frames failed through insert bond failure? I don’t recall hearing about them (which I’d have expected given the number of OO fans (sorry, sycophants) on here) but I may just have missed it, not being in the market for OO carbon frames.

Frame in Finland breaks twice. OO don’t deal with it particularly well.

Shibby gets knickers in a twist.

Brant sort of says that they’re trying to improve things but maybe in a Grumpy Northerner (TM) way that doesn’t come across well to some others (inc me)

Perfect. Who am meant to be angry with then? I assume Hora comes to the party at some point.

Take my missing brake part, if Sue had said ‘yeh we have lots in stock, you can buy them on this link’, then I’d have been delighted. As it is ‘sorry I can’t find any’ when you do clearly have spares just leaves me a bit pissed off with the service.

I got confused there for a bit… so you (Gary_M) and Duckman both need the plastic bit from the CNC brakes?

I thought it was just one of you.

Duckman says the spares weren’t in either of the links I posted. If you want to send me a pic of the brake, I’ll look into this for you. Email in profile.

Ahhhh but composite failure with temp in aicraft is desgined in dear boy..hence why you get high temp and low temp composites and epoxies. What you would perhaps not expect is for a item that could be expected to operate in normal temp ranges being over engineered to cope with extremes. Like wise I would anticipate that carbon fat bikes desinged for use in serious low temp environments would be made accordingly.

Its all down to material science and behaviour of resin compounds.

it should aslo be noted that without knowledge of the actual resins used by oo it is speculation with regards to  temp related failure of the bonding epoxy.