Litenbror
Eats Squid
Yaw'I’ve done my best to stay out of this thread. Everything has already been said, but this is too much for me.
It’s ‘YOUR’E’ ffs.
Yaw'I’ve done my best to stay out of this thread. Everything has already been said, but this is too much for me.
It’s ‘YOUR’E’ ffs.
Agree PNW are great to deal with. Feel like we need to call out companies good to deal with since we are calling out one proving very difficult. Hunt and SR Suntour have both also proven excellent to deal with for me and show what it takes to offer warranty support globally.I’ve had an ongoing warranty with PNW recently for a defective dropper and they have been the exact opposite of GG. Totally responsive, apologetic, not in the slightest trying to dodge responsibility and were more than happy to pick up the shipping costs TWICE for an ongoing bad luck issue and to top it off they threw in a free set of grips and a tshirt for the inconvenience. They also let me keep the old dropper that still works until my new frame arrives( different size) but still send out the replacement.
The complete opposite of GG. PNW have gained a customer for life with the way they have conducted themselves. GG could learn a lot.
I'm glad to hear that @Dozer I have had many great warranty experiences but also some shockers. My point is if your customer called you and sent you a photo of a bulldozer for example that was faulty from the factory would you require that customer to pay for your poor QC? I also suspect it was the veiled threat at the end of your post that go a few hackles up.Mob mentality or what? Who said people were getting banned? You guys are jumping the gun on the warranty claim and now assuming I'm gonna ban y'all? Jesus H Christ.
I offered an insight into how a warranty claim is processed and you're attacking that thinking you should just have all the shiny new stuff sent to you. There's a process with this stuff and they're acting on it. Facts are facts, take it how you will but ganging up on a business before the resolution is like going to a protest to protest about protesting.
Keep us in the loop with proceedings @komdotkom My intention with my post was to perhaps offer intel from the other side of the fence, I'd gladly offer you any advice on how the process rolls but it seems like you're doing everything right with it.
And @Litenbror, the customers I'm lucky to deal with are spending upwards of $1,000,000 annually with me and there's no room for me to be anything other than perfect in the process. I'm the kinda guy that I'd want to deal with in a warranty process.
They've been very transparent by saying that @komdotkom would likely need to pay for return freight, that's something that I'd have looked at once the complaint was assessed and yeah, if they've admitted the fault then the return freight should be covered for sure, anyone offering a warranty has an insurance in place to cover this stuff. Not putting an idea in anyone's head but I wonder if this company have all the right stuff in place; who knows.I'm glad to hear that @Dozer I have had many great warranty experiences but also some shockers. My point is if your customer called you and sent you a photo of a bulldozer for example that was faulty from the factory would you require that customer to pay for your poor QC? I also suspect it was the veiled threat at the end of your post that go a few hackles up.
Completely agree with everything you say I had a replacement frame through giant and it was flawless. Difference is the frame failed during use it didn't show up defective. If a product is defective prior to use then the right thing to do would be to send @komdotkom a shipping label an apology. Completely understand a smaller manufacturer not being able to just send a new frame without seeing the old one but the OP had to fight them to even agree to freight the defective frame back and by the sounds of it he will be on the hook for postage of a new frame even if it is their mess up. The reason people have piled on is that the image GG sell is very different to what OP has received. This is as much a PR problem as a QC one because this is not in line with the image they are selling people, if it was a big faceless corporation then there would be less of a suprise but they sell themselves as a customer focused company.They've been very transparent by saying that @komdotkom would likely need to pay for return freight, that's something that I'd have looked at once the complaint was assessed and yeah, if they've admitted the fault then the return freight should be covered for sure, anyone offering a warranty has an insurance in place to cover this stuff. Not putting an idea in anyone's head but I wonder if this company have all the right stuff in place; who knows.
And nah, no hackles . Warranty is often assumed so much but the explanation of how it works is not often told. Some companies absolutely ace it and others fumble it horribly. Its amazing to watch it unfold when a consumer buys a brand for the first time, has a failure and rags hard on the company saying their products are complete piles of shit. The company then delivers an exceptional warranty reimbursement (refund, product replacement, whatever it may be) then the consumer jumps online and writes a lovely Google review and rates the company and says their products are ace! My point is, it's not completely sorted until it's completely sorted.
For the record, I've had to make two warranty claims on mountain bike frames. One was Norco and one was Intense. Both were totally flawless, prompt and honest. The products that they inspected were defective and they have since adapted different ways to build their products to avoid further failures. That's why it's always good to oblige and return the defective stuff. They may only get one failure or it could be 1000. Hands on with the failed product will potentially stop the problem in future and you may stick with the brand.
I’ve done my best to stay out of this thread. Everything has already been said, but this is too much for me.
It’s ‘YOUR’E’ ffs.
Full disclosure…my pedantic spelling correction error wasn’t intentional. FML.Lol.
Don't worry, we knew.Full disclosure…my pedantic spelling correction error wasn’t intentional. FML.
We just figured the old typing thumbs weren't as spritely as they used to be.Don't worry, we knew.
Doesn’t he walk around his property screaming at the phone instead of typing?We just figured the old typing thumbs weren't as spritely as they used to be.
*sprit'elyspritely
It's never too soon.You guys are more ruthless than GG. Too soon?
At the same time, this is probably not a one off and possibly they knew these were out of spec but bolted them up and sent them out.I can understand that they want to get the frame back. It'll be the only way they can analyse what went wrong. But, I can't understand why you, the consumer, should be in any way out of pocket in the process. It is already a big enough PITA to be without the frame/bike.
Yes please Santa.you should just have all the shiny new stuff sent to you