Planet X and problems with service?

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Jontyallan
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Planet X and problems with service?

Postby Jontyallan » Thu Nov 08, 2012 21:42 pm

Hi

I recently bought a RT57 bike from Planet X which seemed like a massive bargain. Ok the wheels and brakeset are not the best, but the bike ride well. After only 2 months, and only 500 miles, the bottom bracket bearings packed up. LBS told me they were neither fitted badly, or faulty. He also told me that the frame tolerance was not the best, which meant they were maybe not as tight as they should be. Big deal I thought, I will get them replaced ( I needed the bike for a planned ride that weekend). Now, after god knows how many calls to PX and emails galore, they have got back to me to tell me that BBs are general wear and tear, and not covered. What!!??! My old Ali bike which gets all the wet rides and done over 10000 miles is still going strong and the new bike after 2 months, and low miles packs up, and it was something other than defective goods?

I have found PX very sloppy (my original order arrived without the pedals and bottle cages imp ordered at the same time) and rather unwilling to help me with the above problem. What is going on here? I had heard hey were pretty good, but I have found them super awful. Has anyone else had problems, or am I just unlucky? I can't be bothered to argue with them anymore, maybe that is what they count on....

mike6
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Re: Planet X and problems with service?

Postby mike6 » Fri Nov 09, 2012 12:22 pm

I have used them before and they were good, but 500 miles from a bottom bracket?? No way.
Get back on to them and explain the position and I feel sure they will respond properly.
If not, dont use them again, vote with your feet, but also write or email them letting them know you will not use them again, and the reason why.

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diy
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Re: Planet X and problems with service?

Postby diy » Fri Nov 09, 2012 12:31 pm

Template letter here:
http://www.tradingstandards.gov.uk/cgi- ... 6-1011.txt

It is within the time period for it to be deemed faulty at the point of sale. The obligation would be on them to prove otherwise. Not merely make an assertion. If they wont repair you can reject the whole bike.

I was thinking of buying some wheels from them, maybe I will think again.

Flasher
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Re: Planet X and problems with service?

Postby Flasher » Fri Nov 09, 2012 12:42 pm

Not really very good customer service tbh. but they only have your word for doing only 500 miles and much like a car moving parts aren't generally covered by warranty.

However I would have thought given the bikes only a couple of months old, that they could have given you something towards a new BB.

I think your bikes got BB30, I believe that there have been all sorts of issues with installation, bearings etc.....

cougie
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Re: Planet X and problems with service?

Postby cougie » Fri Nov 09, 2012 13:06 pm

I think you may be unlucky. I've had 2 bikes off them and lots more kyit - no problems and my BB's are still fine.
You haven't jetwashed it have you ?

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amaferanga
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Re: Planet X and problems with service?

Postby amaferanga » Fri Nov 09, 2012 13:28 pm

I think with Planet X it depends very much on which member of staff is dealing with you. Some are very good, other's not so good. My experiences have been mostly very good and I've bought 2 bikes and a frame from them as well as bits and pieces.
More problems but still living....

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amaferanga
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Re: Planet X and problems with service?

Postby amaferanga » Fri Nov 09, 2012 13:30 pm

Jontyallan wrote:HLBS told me they were neither fitted badly, or faulty. He also told me that the frame tolerance was not the best, which meant they were maybe not as tight as they should be.


LBS that sell premium brands often like to look down there noses at Planet X and sprout nonsense like this.
More problems but still living....

Jim C
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Re: Planet X and problems with service?

Postby Jim C » Fri Nov 09, 2012 13:50 pm

Consistently very good bikes. And wheels. And bargains

Service faultless for us. Visiting in person is even better

Bb 30 is a bit flawed. My son has an rt57, which is outstanding. Its on its 2nd lot of bb bearings. We get them from the local bearing supplier for a couple of quid each. Not worth rejecting a great frame for that. But that might just be me

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mcp73
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Re: Planet X and problems with service?

Postby mcp73 » Fri Nov 09, 2012 15:08 pm

I have an RT57 also. I bought just frame and fork. I use my Hollowtech Shimano cranks which aren't BB30. I run an adapter through the bottom bracket which has external bearings. I didn't fancy the idea of having to buy a new BB30 crank and bearings. I know it may not help your particular issue here, but if you do have any Shimano or other 24mm cranks, you can avoid having to use BB30 bearings and run an adapter. Mine's been fine for nearly 4000 miles.

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diy
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Re: Planet X and problems with service?

Postby diy » Fri Nov 09, 2012 15:31 pm

Flasher wrote:Not really very good customer service tbh. but they only have your word for doing only 500 miles and much like a car moving parts aren't generally covered by warranty.

However I would have thought given the bikes only a couple of months old, that they could have given you something towards a new BB.

I think your bikes got BB30, I believe that there have been all sorts of issues with installation, bearings etc.....


Your first point is not relevant, this is not about warranty.. your second is along the right lines.

when a consumer returns goods in the first six months from the date of the sale, and requests a repair or replacement or, thereafter, a partial or full refund. In that case, the consumer does not have to prove the goods were faulty at the time of the sale. It is assumed that they were. If the retailer does not agree, it is for him to prove that the goods were satisfactory at the time of sale.

http://www.parliament.uk/briefing-papers/SN02239.pdf
http://www.legislation.gov.uk/uksi/2002 ... ion/9/made

Flasher
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Re: Planet X and problems with service?

Postby Flasher » Fri Nov 09, 2012 15:49 pm

diy wrote:
Flasher wrote:Not really very good customer service tbh. but they only have your word for doing only 500 miles and much like a car moving parts aren't generally covered by warranty.

However I would have thought given the bikes only a couple of months old, that they could have given you something towards a new BB.

I think your bikes got BB30, I believe that there have been all sorts of issues with installation, bearings etc.....


Your first point is not relevant, this is not about warranty.. your second is along the right lines.

when a consumer returns goods in the first six months from the date of the sale, and requests a repair or replacement or, thereafter, a partial or full refund. In that case, the consumer does not have to prove the goods were faulty at the time of the sale. It is assumed that they were. If the retailer does not agree, it is for him to prove that the goods were satisfactory at the time of sale.

http://www.parliament.uk/briefing-papers/SN02239.pdf
http://www.legislation.gov.uk/uksi/2002 ... ion/9/made


I shall be sure to pass all my posts onto you for fact checking before I post in future :roll:

Ricey83
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Re: Planet X and problems with service?

Postby Ricey83 » Fri Nov 09, 2012 16:11 pm

My Brother has a Planet X bike and he had a bit of trouble due the bike being delivered with the incorrect Chain set and they wouldn't replace it but they did give him a heavy discount on a pair of carbon wheels.

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symo
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Re: Planet X and problems with service?

Postby symo » Fri Nov 09, 2012 16:14 pm

Bought

A titianium bike - Not an issue
A pair of wheels - Minor issue - dealt with
Lots of bits and pieces no problem.

I generally have only experienced bad customer service from a couple of companies and PX are not one of them.
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Monty Dog
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Re: Planet X and problems with service?

Postby Monty Dog » Fri Nov 09, 2012 16:44 pm

OP -- either or neither? Makes a difference. If the bike has been ridden 500 miles in the rain, then likely that cheapy BB30 bearings have given-out. Not a huge cost to replace.
I don't believe you'll find bearings covered by warranty unless they were defective. Corrosion and wear due to water ingress is a user, not manufacturer issue.
Likewise you want discount prices and top dollar service, perhaps too high expectations?
Make mine an Italian, with Campagnolo on the side..

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Ginjafro
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Re: Planet X and problems with service?

Postby Ginjafro » Fri Nov 09, 2012 18:42 pm

I can't fault the bikes and spares I have received from PX over the years but communications with PX have been patchy and inconsistent, which is both disappointing and frustrating. For example, I emailed them recently about a technical issue but never received a reply, yet on other occasions they were very prompt and helpful. On a point of vanity and pride I submitted my recently built RT-57 to their website's "Readers Rides" some three weeks ago. For my trouble I got a voucher code for a PX beanie next time I spend some money with them (and proof the jpegs and write up got through). PX claim they will post online any submissions after vetting within a day or so. However, despite 3 emails (and no clarification as to whether or not they have or approve my pics) they have still not got round to posting my ride online. Trivial maybe but perhaps indicative of the patchy and inconsistent service I and maybe others have received lately. :(

Good communications is always highly regarded when dealing with any business or organisation.
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diy
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Re: Planet X and problems with service?

Postby diy » Sat Nov 10, 2012 08:52 am

Flasher wrote:
I shall be sure to pass all my posts onto you for fact checking before I post in future :roll:

Sorry that my post was a bit pointy, it's just that time is on the OPs side. Generally logic and common sense, is a good guide, but with consumer law it's very much balanced in the consumers favour for the first six months at least.

Also the op purchased a bicycle not a bb, a good trick of retailers is to focus on the part that is faulty as it can help their argument. But the legal remedy is for the whole bike.

Jontyallan
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Re: Planet X and problems with service?

Postby Jontyallan » Sat Nov 10, 2012 13:26 pm

Thanks all. The thing that bums me out is the assumption that I was not telling the truth. I have had a lot of bikes in the 25 years I have been riding, and the BB hardly ever fails. Even if I had done a 100 miles a day, after 2 months, I would not expect this to happen. Anyway, the amount to fix was trivial, however, I would like some sort of acknowledgement from PX that this is below par, that's all. Every time I called they told me to do something different, then told me this was not covered under warranty. Pah, ! I like the bike, but now am worried I am going to spend the whole time fixing things which should just work. When will companies in the UK wake up to the fact that price is quite often secondary to service? I am not American, but the US seems to know this. By he way, I didn't buy the bike because of price, I bought it as it had good reviews. Maybe I should have bought the Cannondale or Canyon....

gloomyandy
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Re: Planet X and problems with service?

Postby gloomyandy » Sat Nov 10, 2012 13:34 pm

Not sure if all of your contact with planet x have been via mail/phone or in person. If not in person I wonder if the outcome would have been different if it had been? I've purchased a couple of bikes from them and with the second I had problems with the cassette moving on the freehub. The bike had been a showroom sale bike and the problem became apparent after 3 months or so. I called in to the sheffield store and they said leave it with us for a few hours. Called in four hours later and they gave me the wheel back with an extra spacer fitted to solve the problem, all with no charge. I may have been lucky but all of my dealings with them have been pleasant and very satisfactory...

Hope you get things sorted.

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Ber Nard
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Re: Planet X and problems with service?

Postby Ber Nard » Sat Nov 10, 2012 17:31 pm

diy wrote:when a consumer returns goods in the first six months from the date of the sale, and requests a repair or replacement or, thereafter, a partial or full refund. In that case, the consumer does not have to prove the goods were faulty at the time of the sale. It is assumed that they were. If the retailer does not agree, it is for him to prove that the goods were satisfactory at the time of sale.


Wouldn't that fact that the bearings, and therefore the bike, lasted 2 months or 500 miles be the PX's proof? Genuine question; I don't know a lot about these things.

It surely then comes down to arguing "fair usage" and "wear and tear" and I wouldn't agree that it is reasonable to expect no more than 500 miles from a pair of bearings but this is a grey area.

For the cost of some bearings I'm surprised they are even arguing. Unless they know of a reason why the next lot may only last 500 miles.

Rob

Howards
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Re: Planet X and problems with service?

Postby Howards » Sat Nov 10, 2012 17:40 pm

Jontyallan wrote: I have had a lot of bikes in the 25 years I have been riding, and the BB hardly ever fails. Even if I had done a 100 miles a day, after 2 months, I would not expect this to happen. Anyway, the amount to fix was trivial


If the frame is BB30 - and the specs seem to say so - and it chewed through a pair of bearings in 500 miles, it's possible it will chew through the next set in 500 miles. Keep an eye on it. If it gets very wet make sure there's no water rolling about in the bottom bracket shell. It's not like square taper or even outboard - it's very sensitive to moisture, frame tolerance and care.

If it does chew through the next set the frame needs to go back to PX.
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