Planet X and problems with service?

General bike chat that does not fit elsewhere
User avatar
diy
Posts: 6383
Joined: Mon Sep 14, 2009 20:49 pm

Re: Planet X and problems with service?

Postby diy » Sun Nov 11, 2012 07:46 am

@ber nard - a county court judge will take a rather more simplistic view. Would a reasonable person expect a bike costing £1000+ to last two months before it failed? They won't care about the technicalities for a claim of this size, but if the retailer wants to argue their case they will order an expert review which given the timing will be at the retailers expense. It will be for this expert to determine if the failure was user error/abuse or a fault. Now it could well be user error, e.g. Failure to tighten adjust something etc. but the burden is on the retailer to prove this.

In law given the timing it is looked at at bit like this. It failed, it's faulty prove its my fault. After 6 months the burden switches, it failed, prove its not your fault.

General comment. The reason the retailer is giving different advice is because they are hoping that you will eat the cost of the bb they can go another 4 months and you have a much harder claim.

If I was me I'd have rejected the whole bike and then seen if they were willing to come to te table with an offer.

manxmatt
Posts: 6
Joined: Sun Feb 12, 2012 20:36 pm

Re: Planet X and problems with service?

Postby manxmatt » Mon Nov 12, 2012 16:44 pm

I bought a set of wheels from them. The rear wheel buckled immediately as I went down the road had it re-trued.
After this rear wheel made awful noise, consulted Planet X who advised me to oil and clean the joins on the spokes? Did this noise reduced slightly. Then last Sunday spoke broke and wheel totally knackered after just using normally, 2 e-mails sent no reply. Not impressed at the mo!

User avatar
StrangelyBrown
Posts: 209
Joined: Tue Dec 09, 2008 14:01 pm

Re: Planet X and problems with service?

Postby StrangelyBrown » Tue Nov 13, 2012 12:19 pm

Have to say I've been very impressed with the recent service I've had from PX. Had a major problem with a very expensive set of DT Swiss wheels I bought from them. Although they were bought over a year ago they accepted my position about fit for purpose etc vs the cost and have warrantied them for me.

It has taken a while to get to the resolution, so be prepared to argue your case, but they took it seriously and ultimately provided excellent service - praise where it's due. It really restored my faith in them and I would happily use them again for a big purchase.
It doesn't get any easier, but I don't appear to be getting any faster.

User avatar
diy
Posts: 6383
Joined: Mon Sep 14, 2009 20:49 pm

Re: Planet X and problems with service?

Postby diy » Tue Nov 13, 2012 15:30 pm

I think this is the case for most retailers - where they can back off your claim back to the distributor/manufacturer they will be more accepting. Where they can't the will argue the toss.

Its normally where consumer rights overrule their contracts with their suppliers that they argue, because typically they have obligations to the consumer which they cannot recover from their supplier.

User avatar
MountainMonster
Posts: 7286
Joined: Wed Aug 11, 2010 18:04 pm

Re: Planet X and problems with service?

Postby MountainMonster » Tue Nov 13, 2012 17:40 pm

diy wrote:@ber nard - a county court judge will take a rather more simplistic view. Would a reasonable person expect a bike costing £1000+ to last two months before it failed? They won't care about the technicalities for a claim of this size, but if the retailer wants to argue their case they will order an expert review which given the timing will be at the retailers expense. It will be for this expert to determine if the failure was user error/abuse or a fault. Now it could well be user error, e.g. Failure to tighten adjust something etc. but the burden is on the retailer to prove this.

In law given the timing it is looked at at bit like this. It failed, it's faulty prove its my fault. After 6 months the burden switches, it failed, prove its not your fault.

General comment. The reason the retailer is giving different advice is because they are hoping that you will eat the cost of the bb they can go another 4 months and you have a much harder claim.

If I was me I'd have rejected the whole bike and then seen if they were willing to come to te table with an offer.


The bike hasn't failed, the BB did. bB30 is known for failing, so to buy it and then complain, especially at the sake of 15 or 20 pound, is pretty sad. I'm glad I've never had you come in and act like this.

User avatar
diy
Posts: 6383
Joined: Mon Sep 14, 2009 20:49 pm

Re: Planet X and problems with service?

Postby diy » Tue Nov 13, 2012 21:54 pm

In which case replace it when the customer complains rather than try to fob them off. LBS, can probably do it for <£10 cost.

If its not fit for purpose then don't sell it.

User avatar
MountainMonster
Posts: 7286
Joined: Wed Aug 11, 2010 18:04 pm

Re: Planet X and problems with service?

Postby MountainMonster » Tue Nov 13, 2012 23:20 pm

diy wrote:In which case replace it when the customer complains rather than try to fob them off. LBS, can probably do it for <£10 cost.

If its not fit for purpose then don't sell it.


People seem to say not fit for purpose for every tiny little problem, no matter how little cost it would take them to rectify. While not fixing it was not good service, the customer also has a bit of responsibility to research their products they are buying, and if problems are known be willing to rectify them at some small outlay. If I looked online and reviewed a computer, just as a random example, and I found out there are often problems with the fan, but the rest of the computer is top notch, I'd rather just pay for a new fan at a small outlay for an extra product. Either that, or don't buy the computer in the first place.

All I'm saying is if everyone knows BB30 are still not 100% perfect but still buyit, I don't think it is really fair to go back saying the whole bike is not fit for purpose and shouting a bunch of law jumbo jumbo at them. If they won't replace the BB, tough luck. It costs £10 and you just save yourself a huge headache.

User avatar
diy
Posts: 6383
Joined: Mon Sep 14, 2009 20:49 pm

Re: Planet X and problems with service?

Postby diy » Wed Nov 14, 2012 09:03 am

That approach could be very expensive for the retailer in the long rung. Since it is a defence that has very little chance of success. With regard to legal mumbo jumbo, I'd say anyone who works in retail and deals with customers would be wise to read up on the basics.

An error such as you are making could cost you/your employer £50-£465 in court fees on top of whatever the court awarded. Plus at least 1 day off work preparing for the hearing (assuming you'd actually do some prep) and if you really wanted to waste your money the cost of commissioning an independant report.

User avatar
MountainMonster
Posts: 7286
Joined: Wed Aug 11, 2010 18:04 pm

Re: Planet X and problems with service?

Postby MountainMonster » Wed Nov 14, 2012 09:28 am

I'm speaking from a customer side,not the business side, mate. All I'm saying, £10 is not a large outlay if it saves you a large chunk of time. I'd much rather pay that then have to chase the company around and waste more time, which in end result will probably be just new bearings. Is a few hours effort really worth it over bearings?

User avatar
diy
Posts: 6383
Joined: Mon Sep 14, 2009 20:49 pm

Re: Planet X and problems with service?

Postby diy » Wed Nov 14, 2012 10:12 am

I don't have any BB30 stuff, but if it is as you say, it sounds like replacing the BB is just treating the symptoms not the cause. So are we looking at 20-30 quid every few months? sounds like a right PITA.

User avatar
MountainMonster
Posts: 7286
Joined: Wed Aug 11, 2010 18:04 pm

Re: Planet X and problems with service?

Postby MountainMonster » Wed Nov 14, 2012 21:27 pm

diy wrote:I don't have any BB30 stuff, but if it is as you say, it sounds like replacing the BB is just treating the symptoms not the cause. So are we looking at 20-30 quid every few months? sounds like a right PITA.


The problems seems to have been from factory ones, at least as far as I know. Normally the problem goes away after a change in bearings/bb model.

Jontyallan
Posts: 8
Joined: Thu Nov 08, 2012 21:25 pm

Re: Planet X and problems with service?

Postby Jontyallan » Thu Nov 15, 2012 18:58 pm

Well, PX actually got back to me today, and pasted the email below, and you can't really ask for more than this, I hope you all agree, this is, in the end, good service. they must have some staff issues where not everyone cares as much, every company has this, we do at mine too...have a read:

Hi Jonathan,

This is the first instance that this has been brought to my attention, and I am very disappointed with the service you have received so far. We pride ourselves on our service and we have clearly failed you on this occasion.

This matter could have been resolved quite easily for you as we have replacement bearings in stock (of which I am going to send a spare pair out to you).

Unfortunately I won't be able to fully refund you for the bearings you had fitted at your local bike shop (we never recommend bike shops for bearings as they tend to overcharge for them) we would only ever recommend visiting a local bearing specialist for a like for like replacement as 99% of bearing used on bikes are standard and inexpensive to replace.

As a gesture of good will I can offer you £40 credit to spend on any of our products from the website. You would need to send me the details of what you want and I can raise the order manually for you.

Kindest Regards


Return to “Road General”

Who is online

Users browsing this forum: bsharp77, Pulsatingstar, Specialized_Nick and 14 guests