Orange Customer Service
Discussion
Ta for email address..
Problem - Orange 5, less than 1 year old. Bike if fantastic, front shocks, (rockshox recon solo air 351) bust within 3 months, back to fisher outdoor to be fixed, (new compression and rebound damper, plus 'O' rings) comes back fine... then the front fork goes again last week. Damping buggered, and less than half travel available.
Want to talk to Orange about this, as I will again, I presume, have to take it back to the dealer, who will send to fisher, and 3 weeks later I will get them back again. This then takes the time frame out of 12 months warrenty. So if the forks go yet again (which I presume they will) will I still be covered by warrenty on them...
Ideally I want to 'discuss' with Orange the fact that the forks should not break twice within 10 months, and want a new pair (which I don't mind contributing to).. (ideally some nice new Fox, which seem to work a little better than the crappy ones I have)
Wonder what chance I have...
Problem - Orange 5, less than 1 year old. Bike if fantastic, front shocks, (rockshox recon solo air 351) bust within 3 months, back to fisher outdoor to be fixed, (new compression and rebound damper, plus 'O' rings) comes back fine... then the front fork goes again last week. Damping buggered, and less than half travel available.
Want to talk to Orange about this, as I will again, I presume, have to take it back to the dealer, who will send to fisher, and 3 weeks later I will get them back again. This then takes the time frame out of 12 months warrenty. So if the forks go yet again (which I presume they will) will I still be covered by warrenty on them...
Ideally I want to 'discuss' with Orange the fact that the forks should not break twice within 10 months, and want a new pair (which I don't mind contributing to).. (ideally some nice new Fox, which seem to work a little better than the crappy ones I have)
Wonder what chance I have...
I've always found their customer service to be spot on - in fact, on a couple of occasions they've gone above and beyond. I'd drop them an email asking for a call back - from my experience I don't think they have hundreds of people working there.
Surely the shop you purchased the bike from should be doing the legwork, not you?
Surely the shop you purchased the bike from should be doing the legwork, not you?
ysnnim said:
Non existant. Have been trying to call them for last hour - tried every option on their poxy answering service, and no one picks up the phone. Anyone have an email for the muppets in Halifax...??
With that sort of attitude i'm sure you'll test even their customer service skills.....I've had warranty problems on an Orange and the guys in Halifax were fairly helpful. The problem was with the Rockshox forks and the company (I'll not name them) that deal with Rockshox in the UK were totally hopeless.They repaired the forks once. The forks failed almost immediately. They blatantly lied to my wife about having received my forks back for repair/assessment (even though they were still in a shop awaiting collection), it took them 3 goes at instructing a courier to collect the forks from the right LBS, they promised delivery of a new pair of forks 'next day' and took 4 days to deliver them, eventually replacing the forks blah blah blah...
OP, you have my sympathy, but if the bike is in warranty your contract is with the supplying dealer. The guy I bought my Orange from (mail order) was as helpful as he could be, but the Rockshox people made him look like and feel like a clown. Customer Service at Rockshox 'uk' is non-existent in my experience.
OP, you have my sympathy, but if the bike is in warranty your contract is with the supplying dealer. The guy I bought my Orange from (mail order) was as helpful as he could be, but the Rockshox people made him look like and feel like a clown. Customer Service at Rockshox 'uk' is non-existent in my experience.
As others have suggested, your attitude is uninformed and mis-directed.
The bike shop where you purchased should be the first point of contact for your warranty issues.
Having said that, you will probably find that Orange are more than helpful if there is a genuine problem here.
Their office opening times are 8am-5pm Monday to Thursday and 8am to 1pm on Friday.
The bike shop where you purchased should be the first point of contact for your warranty issues.
Having said that, you will probably find that Orange are more than helpful if there is a genuine problem here.
Their office opening times are 8am-5pm Monday to Thursday and 8am to 1pm on Friday.
This definately needs to go through the shop the bike came from. If the warranty is 12 months it's tough luck if the forks fail again after the second repair.
You've essentially got some budget forks on the bike so I can't see why you'd be able to get a new pair of Fox forks (which cost twice as much) out of this.
You don't say how hard and often you ride and what maintenance has been done to the forks. Constant use in wet and muddy conditions isn't going to do any forks much good.
You've essentially got some budget forks on the bike so I can't see why you'd be able to get a new pair of Fox forks (which cost twice as much) out of this.
You don't say how hard and often you ride and what maintenance has been done to the forks. Constant use in wet and muddy conditions isn't going to do any forks much good.
Gachet said:
This definately needs to go through the shop the bike came from. If the warranty is 12 months it's tough luck if the forks fail again after the second repair.
You've essentially got some budget forks on the bike so I can't see why you'd be able to get a new pair of Fox forks (which cost twice as much) out of this.
You don't say how hard and often you ride and what maintenance has been done to the forks. Constant use in wet and muddy conditions isn't going to do any forks much good.
Yes OP you only spent a couple of grand or so on a mountain bike so entirely unreasonable of you to expect it to work in a bit of wet and mud! You've essentially got some budget forks on the bike so I can't see why you'd be able to get a new pair of Fox forks (which cost twice as much) out of this.
You don't say how hard and often you ride and what maintenance has been done to the forks. Constant use in wet and muddy conditions isn't going to do any forks much good.
Seriously though, maybe some valid points below on how you should direct your complaint but I think you are entirely justified to expect some satisfaction here. This should be about a supposedly premium bike manufacturer creating the right experience for their customers.
R2FU said:
Yes OP you only spent a couple of grand or so on a mountain bike so entirely unreasonable of you to expect it to work in a bit of wet and mud!
Well try riding some £900 Fox forks regularily throughout a whole winter without ever dropping the lower legs to clean the seals and do an oil change and see how the stanctions hold up. Modern forks aren't fit and forget items.Gassing Station | Pedal Powered | Top of Page | What's New | My Stuff