Planet X Warranty

davyh

Just wondering if any of you out there ever had any dealings with PX regarding the warranty on a frame.
Just to make this clear I bought my bike online so this has nothing to do with the PX shop in Athlone.
I recently discovered a crack on the chainstay of my PX Nanolight frame. I was pretty shocked to discover it seeing as though I have my bike only 18 months, however I felt somewhat relieved after reading on the PX website that they offer a two year warranty on their frames.
So I thought happy days my frame will be covered/replaced.
I contacted PX and they said email us a pic and so I did along with an email basically stating how I wanted a replacement frame off them. Because to be fair I've bought quiet a bit of stuff off them apart from the bike 2 sets of wheels, pedals, saddle and a few other things.
PX came back to me and said we cant cover it as its a "wear & tear issue, normally we offer 15% off a new frame but in your circumstance we are happy to offer 25%".
Pretty good isnt it!!!
Alot to be said for going to a shop and paying the extra few pound as i know of a guy that had a crash cracked his top tube and the shop replaced his LOOK frame.

AstraMonti

Is it a proper crack or paint crack? If it's a proper one then it's BS, chainstays don't break as a result of "wear & tear issue", call them and ask to speak to a manager.

kenmc

Yeah, a crack in the chainstay is definitely not wear and tear.

velo.2010

kenmc wrote: »

Yeah, a crack in the chainstay is definitely not wear and tear.

Lance might disagree with you!;) Here is his frame after that famous 'musette' incident.



Maybe this is the standard Planet X judge whats wear and tear on a chain-stay?

Whatever the case, it seems a bit unfair not to offer the OP a replacement.

kenmc

velo.2010 wrote: »

Lance might disagree with you!;) Here is his frame after that famous 'musette' incident.

Maybe this is the standard Planet X judge whats wear and tear on a chain-stay?

Whatever the case, it seems a bit unfair not to offer the OP a replacement.

That's OK, I disagree with him too. In fact I think I'm allergic. But I digress. I would have thought that the chainstays would be one of the most stressed areas of the frame, and their integrity is extremely important.

joker77

davyh wrote: »

Just wondering if any of you out there ever had any dealings with PX regarding the warranty on a frame.
Just to make this clear I bought my bike online so this has nothing to do with the PX shop in Athlone.
I recently discovered a crack on the chainstay of my PX Nanolight frame. I was pretty shocked to discover it seeing as though I have my bike only 18 months, however I felt somewhat relieved after reading on the PX website that they offer a two year warranty on their frames.
So I thought happy days my frame will be covered/replaced.
I contacted PX and they said email us a pic and so I did along with an email basically stating how I wanted a replacement frame off them. Because to be fair I've bought quiet a bit of stuff off them apart from the bike 2 sets of wheels, pedals, saddle and a few other things.
PX came back to me and said we cant cover it as its a "wear & tear issue, normally we offer 15% off a new frame but in your circumstance we are happy to offer 25%".
Pretty good isnt it!!!
Alot to be said for going to a shop and paying the extra few pound as i know of a guy that had a crash cracked his top tube and the shop replaced his LOOK frame.

I wouldn't expect any more from them. I'd a few issues early on with mine, sent them some pics and they more or less said I wasn't looking after the bike.

kenmc

joker77 wrote: »

I wouldn't expect any more from them. I'd a few issues early on with mine, sent them some pics and they more or less said I wasn't looking after the bike.

Ain't that the truth! :pac:

joker77

Touchy subject that. The wounds are still raw.

mp31

This is the first line of their Terms and Conditions page: "Planet-X is dedicated to your total satisfaction."... go figure!
Oh and sorry to hear of your troubles davyh... hope it gets sorted.

seanin4711

bought SL pro carbon
and they are the best in the world when they are selling the bike to you but comeback for their" free "service and boy is it free very basic tune-up.
I bought the sl pro carbon with what i thought was going to be sram rival groupset but it turned out to be whatever they had left over.
ie planet x brake calipers,FSA gossamer chainset.
so far so good with mine but nothing has gone wrong as yet.
brakes tend to like to sit on one side of the rim a little too much for my liking though!
I have emailed Mark in order to get invoice and warranty off him but so far it has fallen on deaf ears!
but i will hound him!

seanin4711

Warranty


Planet-X branded products carry a 2 year warranty for the original owner. Titanium frames extend this to 10 years.

All other branded goods carry the full manufacturer's warranty , which can vary in duration but will be a minimum of 1 year.
The warranty protects the customer against manufacturing defects and faults but does not cover issues arising from wear and tear, misuse, improper installation or crash damage.

Crash Replacement

We accept that crashes happen, things break or bottom brackets can get threaded. That's why we will offer the original owner a discretionary 2 year 'crash replacement' period to provide a replacement product at up to 50% discount.

anyone notice the glaring contradiction?

doesnt cover crash damage but does cover crash replacement?!?

CramCycle

Agree with AstraMonti, that's not wear and tear, that is a manufacturing fault. I'd be back onto a manager if you can get through. Possibly bring it to a bike shop and pay them to look over it (it will be off your own back but could be worth it) and give their general opinion. Bring this up with the manager that you have had a professional bike mechanic that this is beyond the realms of normal wear and tear (if that's what the mechanic says)..

RonanCFD

I think the best you can hope for as a warranty is the crash replacement scheme, which is a bit misleading. The website states:

Crash Replacement
We accept that crashes happen, things break or bottom brackets can get threaded. That's why we will offer the original owner a discretionary 2 year 'crash replacement' period to provide a replacement product at up to 50% discount.

The reality is (for purchases through Athlone at least) that the 50% discount applies for the first month of ownership, after which it drops 10% per month until it reaches 10%. In theory this doesn't go against the wording above, but its not exactly what I expected (with it having been a significant factor in my decision to go with a Planet X)

To be honest, with such good frameset bargains around at the moment, I would just move your components over to something else rather than pay 75% of the price of a new Nanolight frame.

funkyjebus

I agree. Couldn't be wear and tear. What they really mean is they suspect customer damage, but do not want to say it as it's an accusation.

If they are saying that your chain stay has cracked after 18 month due to wear and tear (which is defined as in the course of normal use) then I would claim that the frame has a latent defect or faulty / defective design and is not fit for purpose.

Seaneh

Phone them and ask to speak to a manager or add Frank on skype and have a chat with him.

mp31

^ +1 to what he said... and let us know how you get on please.

thebionicdude

My friend had some problems with a very recently purchased Planet X carbon frame. The carbon cable-guide on the rhs of downtube broke off, it caused him some damage elsewhere on the bike as the rear derailleur went loop the loop into the wheel. They didn't make it easy for him but he didn't let them away with any BS. His frame was much newer and the defect was indisputable. After much headache he ended up agreeing to a repair job. Then when he got the bike back the same thing happened to the LHS cable-guide. Unbelievable. So he was back in the wars with them. In the end he came to some agreement with regards to an upgrade frame but he wasn't pleased with their after-sales at all.

I would see that as their first offer. It is up to you to see what you can negotiate from here. Some people can't be bothered. Some people can. Certainly, manufacturers with higher volumes and higher margins per frame make it much easier by the sounds of things.

aworthycause

Ignore the nay-sayers. My frame broke, I photographed it, called them and mailed the frame to them. Three weeks later new frame in the post.

Excellent service altogether.

funkyjebus

aworthycause wrote: »

Ignore the nay-sayers. My frame broke, I photographed it, called them and mailed the frame to them. Three weeks later new frame in the post.

Excellent service altogether.

Did they say it was wear and tear? Where was the break?

aworthycause

It cracked across the top tube. Normally there'd be no stress there, so wear and tear wasn't considered. It could have been mishandled somewhere along the way, or poorly laid up, or just unlucky. No matter what it was, I found them pleasure to deal with. I had owned the frame for 13 months when it happened.

laraghrider

If they claim it as standard wear and tear. they are actually saying our bikes/frames have a life expectancy of 18 months. Not exactly a statement of quality is it?

Seaneh

Brads locks wrote: »

Statement of quality and Planet X, Two words and a letter, that should never be used together, quality and Planet X

Absolute ****ing bollocks.

Their frames are just as reliable as any of the major manufacturers.

Seaneh

Brads locks wrote: »

Get over yourself,there not. End of, if you think they are good for you, enjoy your bike

Get over yourself, you haven't a breeze what you're talking about.

TinyExplosions

Brads locks wrote: »

Ya your right, thanks, you figured a lot out from one post, I don't rate Planet X frames, sorry you have taken so much offence, at least you got value for your money

You might not, but a lot of people do -there's a fair few people on here who have put serious mileage onto a Planet X without any trouble whatsoever

Eamonnator

I bought my Nanolight in Srptember 2010.
I'm 185cms, and am a bit of a Clydesdale.
Since then, I have averaged about 14,000k per year,including 3
Wicklow 200s, 2 Rings of Kerry, about30 sportives.
Not a minute's bother with it.
In fact, I am at the moment, deciding which Planet X to buy as a Winter bike.

AstraMonti