Mycketvillhamer
Aktiv medlem
Planet X/On-one - Be aware
I'm writing this as a heads up to anyone thinking about getting a bike from Planet X/On-one. I'm sending a link to this thread to Planet X, and that's why I write this in english.
I orderd and Excocet 2 bike on 28/3, it was said to be in stock and build time should be 7-10 days. Before I placed the order I checked if I could have a different set of wheels instead of the stock one. The answer was yes as long as they were in stock, just mail after the order is placed. So I did, and I also asked to have the brakes mounted with the rear brake handle on the right hand side. Everything was confirmed.
A few days later I got a confirmation saying that the bike was scheduled for build 14/4. When 14/4 is getting closer, I get a new standard confirmation, thanking me for buying PlanetX and that my bike will be built 25/4. I called and tried to get a reason for this but all I could get was a sorry.
Then I get a mail that the Dura Ace front mech that was supposed to go on the bike was out of stock and that an Ultegra front mech would be mounted instead and a Dura Ace sent separately when back in stock. This I thought, was very well handled, but then I got a confirmation that an ultegra front mech had been sent. I pointed the mistake out and an order was placed for a Dura Ace.
The 25th passed and I got a confirmation saying that my order was sent. I thought it was the bike that hade been sent, that wasn't the case, it was the Dura Ace front mech that hade been sent. I thought it was strange that the front mech was sent before the bike, so I called again and asked where the bike was. It then turns out that the bike hasn't been built or even picked, since "someone forgot to print the build order". Then I got three new standard order confirmations within three minutes, now saying that the build que now is 21 days. I of course found this unacceptable and called again.
After a couple of calls I got a priority build and I was promised that the bike would be built and most likely sent last Wednesday (7/5), latest on Thursday. No bike was sent on Wednesday, instead I got a mail saying that the wheels I ordered are now out of stock and a question if it's OK with the no logo ditos. I said OK to this Got no confirmation or anything and when I didn't hear anything I called again on Fri 9/5, this time it was confirmed by the bike build team that the bike was built and would be sent later the same day and that I would get a tracking number by mail, and I once again asked to be sure that the brakes would be mounted with the rear brake to the right - Yes, there's a note here about that, was the answer. Well, still no tracking number. Finally after another call on Mon 12/5, I get a tracking number on Tuesday and one week later the bike actually arrives.
First thing I notice is that I actually got the wheels with logos on them. Then, when I mount the handlebar, I immediately notice that the brakes are mounted on the wrong side (moto style)...
This is by far my worst shopping experience over the internet and I'm really disappointed with PlanetX. The bike I looked forward to getting to know and get used to before my half IM race in the beginning of June was delayed over six weeks. Seems impossible to get any straight answers from PlanetX regarding whats going on. I´m sure the bikes are great, but if this is how a buying customer is treated, I can only imagine how a warranty issue is handled.
I orderd and Excocet 2 bike on 28/3, it was said to be in stock and build time should be 7-10 days. Before I placed the order I checked if I could have a different set of wheels instead of the stock one. The answer was yes as long as they were in stock, just mail after the order is placed. So I did, and I also asked to have the brakes mounted with the rear brake handle on the right hand side. Everything was confirmed.
A few days later I got a confirmation saying that the bike was scheduled for build 14/4. When 14/4 is getting closer, I get a new standard confirmation, thanking me for buying PlanetX and that my bike will be built 25/4. I called and tried to get a reason for this but all I could get was a sorry.
Then I get a mail that the Dura Ace front mech that was supposed to go on the bike was out of stock and that an Ultegra front mech would be mounted instead and a Dura Ace sent separately when back in stock. This I thought, was very well handled, but then I got a confirmation that an ultegra front mech had been sent. I pointed the mistake out and an order was placed for a Dura Ace.
The 25th passed and I got a confirmation saying that my order was sent. I thought it was the bike that hade been sent, that wasn't the case, it was the Dura Ace front mech that hade been sent. I thought it was strange that the front mech was sent before the bike, so I called again and asked where the bike was. It then turns out that the bike hasn't been built or even picked, since "someone forgot to print the build order". Then I got three new standard order confirmations within three minutes, now saying that the build que now is 21 days. I of course found this unacceptable and called again.
After a couple of calls I got a priority build and I was promised that the bike would be built and most likely sent last Wednesday (7/5), latest on Thursday. No bike was sent on Wednesday, instead I got a mail saying that the wheels I ordered are now out of stock and a question if it's OK with the no logo ditos. I said OK to this Got no confirmation or anything and when I didn't hear anything I called again on Fri 9/5, this time it was confirmed by the bike build team that the bike was built and would be sent later the same day and that I would get a tracking number by mail, and I once again asked to be sure that the brakes would be mounted with the rear brake to the right - Yes, there's a note here about that, was the answer. Well, still no tracking number. Finally after another call on Mon 12/5, I get a tracking number on Tuesday and one week later the bike actually arrives.
First thing I notice is that I actually got the wheels with logos on them. Then, when I mount the handlebar, I immediately notice that the brakes are mounted on the wrong side (moto style)...
This is by far my worst shopping experience over the internet and I'm really disappointed with PlanetX. The bike I looked forward to getting to know and get used to before my half IM race in the beginning of June was delayed over six weeks. Seems impossible to get any straight answers from PlanetX regarding whats going on. I´m sure the bikes are great, but if this is how a buying customer is treated, I can only imagine how a warranty issue is handled.
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