Planet X, as an online entity is Diabolical. My experience has been beyond painful with them, so I fully understand the OP's message and what he is going through. The ONLY way to resolve your issue, is to buy some Skype credit and call them personally. Be prepared to make a 30 minute call, whilst they two and fro, checking who hasnt done what. Be prepared to call them several times too, as they do not follow up, you have to. we ordered 2 hardtail frames in Sept last year, one was fine, the other had factory damage (some cluts had dropped it on its head tube and the headset cup was dented and carbon cracked.) then followed a lengthy email correspondence for a warrenty claim on something that hadnt even been used. after 3 months a replacement fram arrived with no drop outs, so 4 more weeks of waiting. The bike was built up, rode on two occasions, and discovered a crack in the seat tube. Warrenty claim number 2, email train of note followed - with very little response. A new frame was sent (had to beg for a tracking number), it never arrived. When queried telephonically, the address they had put on package was Zurich in Switzerland ZA (go figure, must be somewhere in Limpopo), and they couldnt track the "replacement" frame. A new frame was sent (different colour as the original was out of stock), it arrived, additional vat was paid for the third time, as they "forgot" to label it as a warranty replacement - so naturally our customs geniuses just follow protocol. Planet X uses TNT POST (not express) meaning your box goes via donkey through Ethiopia to get to south africa. TNT Post just sucks. A total mess. Use the phone, its the only way to get anywhere with this bunch. there after stick with Evans Cycles or CRC. Planet X and On*One - Nice products, crap service, crap communication, crap management, crap... well just crap.
