Cracked seat stay on my brand new Pro Carbon :'(

[nuttall1991]

Yes it's getting to that point smokin Joe, I sent them an email yesterday explaining that I have found other incidents like this have happened around the internet and I'm not going to build the bike myself or pay anything. I've also contacted trading standards.

 

[BigAl68]

Yes it's getting to that point smokin Joe, I sent them an email yesterday explaining that I have found other incidents like this have happened around the internet and I'm not going to build the bike myself or pay anything. I've also contacted trading standards.

Have you spoken to Lisa. She seems to have been taken on by planet x in a senior customer service role to sort out the issues planet x have been having with customer service. Post on their Facebook page as this seems to get their attention. Hopefully you get a new bike so fingers crossed the pressure pays off.

 

[john59]

Have you spoken to Lisa. She seems to have been taken on by planet x in a senior customer service role to sort out the issues planet x have been having with customer service. Post on their Facebook page as this seems to get their attention. Hopefully you get a new bike so fingers crossed the pressure pays off.

They are also on Twitter, @planetxbikes

John

 

[nuttall1991]

I haven't been in contact with Lisa but a girl called Naomi, who for all credit has been helpful. She contacted me today saying she has passed my email onto her manager (I now assume this is Lisa) and should have a reply on Monday. I must have got their attention eh?

 

[BigAl68]

Having had my own "problems" with planet x if you get their attention and keep up a fairly courteous dialogue with them then they tend to be good. I would try the send me a nice new rt57 and you can return the pro carbon. You don't even need to cough up postage as they have a drop and collect process I believe. Anyway let's hope by Monday we see a post with good news.

 

[nuttall1991]

Yeah, I work in customer services myself so I've had my fair share of uncourteous customers and I'm not one of them! Finger crossed for Monday indeed!

 

[BigAl68]

Yeah, I work in customer services myself so I've had my fair share of uncourteous customers and I'm not one of them! Finger crossed for Monday indeed!

It's not the person on the phones fault ever. It's the company they work for so I tend to rant to my mates to get it out of my system then try and build a rapport with the customer rep on the phone. Worked with planet x as I had a rt57 on order loads of issues and got a rt58 in its place with a nice slk carbon crank thrown in

 

[nuttall1991]

It's not the person on the phones fault ever. It's the company they work for so I tend to rant to my mates to get it out of my system then try and build a rapport with the customer rep on the phone. Worked with planet x as I had a rt57 on order loads of issues and got a rt58 in its place with a nice slk carbon crank thrown in

Really, well that's hope for me then! haha

 

[Tim Hall]

Having had my own "problems" with planet x if you get their attention and keep up a fairly courteous dialogue with them then they tend to be good. I would try the send me a nice new rt57 and you can return the pro carbon. You don't even need to cough up postage as they have a drop and collect process I believe. Anyway let's hope by Monday we see a post with good news.

They use Collect+ for their drop and collect service. Who cleverly have a 50cm x 50cm x 60cm limit, somewhat smaller than a bike frame, or indeed a wheel rim as I found out earlier this week. However, they stepped up and have arranged collection through another courier.

 

[Kestevan]

Just as a heads up one thing that you may not be aware off is that the rt57 has a bb30 bottom bracket. This is a different fitting to the threaded unit on the pro carbon. You would need a different chainset if you upgrade to the rt57.

On the upside the 57 is a truly excellent frameset and makes a lovely bike

 

[nuttall1991]

Just as a heads up one thing that you may not be aware off is that the rt57 has a bb30 bottom bracket. This is a different fitting to the threaded unit on the pro carbon. You would need a different chainset if you upgrade to the rt57.

On the upside the 57 is a truly excellent frameset and makes a lovely bike

Yes I asked that and they recommended a "sheath" to enable my current BB to fit, think it's about 25 quid.

They got back to me yesterday and the manager has asked for my bike to be sent in to be assessed as it is so new, now I need a bloody bike box! At least things are moving forward I guess...

 

[Smokin Joe]

Guarantee you'll end up with either a replacement bike or a new frame, built up by them.

 

[PatrickPending]

Yes I asked that and they recommended a "sheath" to enable my current BB to fit, think it's about 25 quid.

They got back to me yesterday and the manager has asked for my bike to be sent in to be assessed as it is so new, now I need a bloody bike box! At least things are moving forward I guess...

Well that sounds good, someone from Manchester must have a spare bike box...try posting in the 'Wanted' section....

 

[Smokin Joe]

A local LBS will be only too pleased to let you have a box, saves them the trouble of getting rid of it.

 

[nuttall1991]

Guarantee you'll end up with either a replacement bike or a new frame, built up by them.

well I don't want to count all my chickens but that's what I'm thinking too!

Well that sounds good, someone from Manchester must have a spare bike box...try posting in the 'Wanted' section....

Yes I've been onto leisure lakes in Bury and they have plenty