OMNICO (GT) customer service is pathetic!!!

[TALUS]

Just to be fair: I recently had a damaged (top end) Giro helmet replacement process handled very efficiently. I also won Giro shoes in the TDF...

[Flowta]

Not condoning anyone here but as GT are not producing any 29er's for 2016 and only had a few for 2015. I reckon they stopped producing 29er's mid 2014 and have now run out of replacement stock.

 

Edit: On a second note I have heard that GT/Cannondale/Mongoose/Schwinn in the US are just as bad, and treat South Africa as an after thought. eg: not supplying Omnico with Fox 32mm service kits in 3 orders.

 

Unfortunately we live in the arse end of Africa and do not compete with Europe or US on volume, therefore we are treated like the unwanted step child and to a large degree given leftovers or nothing when stock is low.

 

Pacific cycles (the holding company for GT, Schwinn, Mongoose and Cannondale), have nothing to do with FOX.

[Spoke101]

Pacific cycles (the holding company for GT, Schwinn, Mongoose and Cannondale), have nothing to do with FOX.

Thanks for the correction, not sure how I got that one mixed up.

Was just trying to give an example of how we in SA are not given the same treatment as the US and Europe which to some degree is understandable.

 

Edit: grammar

[Flowta]

The key to all of this is communication.

 

I recently had the rear triangle of  my Sanction replaced, being a 2009 frame (bought new in 2012/3).

 

I was informed from the outset, that the triangle would take 2-3 months and that it would be a different colour.

 

Not too much of an issue if the replacement triangle is a neutral(ish) colour. In my case it'll now be a silver front triangle and black/gunsmoke rear triangle.

 

You'll notice that a some brands/models do this as standard on new bikes.

 

Thing is, I communicated directly with the representative (yes, warranty was sent through the bike shop).

[MuddyMike]

I have had exceptional service from Omnico but that was on GoPro not a a bike frame.

[Overlord]

Funny how some people have good experiences and others do not.

 

Could this be due to attitude? Treat the bike shop employee like dirt and get bad service. Treat them like you want to be treated and things go smoother and quicker.

 

A badly treated person is not going to make any effort to resolve a problem but a person spoken to and treated as an equal will go that extra mile.

 

Simply asking

[Flowta]

I have had exceptional service from Omnico but that was on GoPro not a a bike frame.

 

It's a combination of the company supplying the goods as well as the actual representative of the brand within Omnico.

 

The guy who handles GT is not the same guy how handles Cannondale for example.

[BMXER]

The service the OP has received from Omnico is clearly a problem,  sadly such attitude from Omnico will have a negative effect to all the brands they stock.  I for one will be cautions of Cannondale and GT.

 

The OP makes reference to his LBS, can I ask what Hattons have done as the retailer and representative of GT and Omnico?   Have they taken steps to uphold their reputation as well as the reputation of Omnico?

 

Remember the OP purchased the bike from Hattons.   Hattons should be taking steps to uphold their customer rights!

[rouxtjie]

The service the OP has received from Omnico is clearly a problem,  sadly such attitude from Omnico will have a negative effect to all the brands they stock.  I for one will be cautions of Cannondale and GT.

 

The OP makes reference to his LBS, can I ask what Hattons have done as the retailer and representative of GT and Omnico?   Have they taken steps to uphold their reputation as well as the reputation of Omnico?

 

Remember the OP purchased the bike from Hattons.   Hattons should be taking steps to uphold their customer rights!

That might just be the issue since a retailer is at the mercy of the agent...if a particular retailer plays hardball, the agent will make his life hard wrt stock. 

 

BUT with more and more people realizing how small the world is...interwebs, the agents better start upping their game...else they will become irrelevant 

[Skinnyone]

While I agree that the OP has been messed around, like has been mentioned all (or most) manufacturers state in the warranty policy that the replacement part may be of a different color, it is up to the discretion of Omnico (and any other distributor to replace the whole frame or not. Specialized for example ONLY supply unpainted rear triangle parts and it is for the clients cost to match the bike - again stated in the owners manual. 

 

I think the OP may be a bit unreasonable by declining the part - Omnico have replaced the defective part so that the bike is usable - may look a bit out of place but usable...I think if the lawyers actually look into the fine print in the owners manual/warranty policy there may not be much space to maneuver...

 

My 2c...

[KingTJ]

I understand both of yours pain but go read your warranty clause carefully...nowhere do they state that they will give you the same color frame, triangle or whatever. It is impossible for them to carry enough replacements for every color of frame out there if there are failures.

And by your shop sending off the triangle to get painted, your warranty will be voided.

 

Did your shop in question really keep Omnico under pressure? I have had warranty replacements from Omnico before and have always been impressed...might just be my LBS.

It does not matter what the say in the warranty....the consumer protection act says they will be allowed to return the product...so if they dont give them the correct coloured rear triangle they will be allowed to return the whole product

[JPD]

i also had a cracked frame... i found that omnico bent over backwards to help me. i was back on trails within 10 days

 

are you speaking to the right guys? i dealt directly with Lance and he was unbelievably helpful.

 

I too had a cracked Cannondale frame a few years ago, after some faffing around by LBS and Omnico i personally got hold of Omnico (I think it was Lance too) and got it sorted out in a total of 3 weeks. (different colour frame though)

[Patchelicious]

Key to all of this is communication and client expectations.

 

If a part will take 3 months to get here, just say so from the offset. Most people will then understand and wait.

 

But if you say "erm just tell the client 4 weeks" and then it takes 3 months, expect a dude to lose it.

 

Transparency is key, most people are a lot more understanding than we give them credit for if you are just open and honest.

[Captain Fastbastard Mayhem]

It does not matter what the say in the warranty....the consumer protection act says they will be allowed to return the product...so if they dont give them the correct coloured rear triangle they will be allowed to return the whole product

They'll be able to return the whole product, but they'll be charged fair usage and they'll only get back the amount that the bike would have been able to get as a 2nd hand item. IF the product is less than 6 months old. 

 

It's not just a case of "you can return it" - there are conditions attached. No such thing as a full refund in this case. 

 

EDIT: Also, the product needs to be defective, as far as I know. An incorrectly coloured rear triangle does not count as a "defective item" - it's fully functional. 

[Captain Fastbastard Mayhem]

Key to all of this is communication and client expectations.

 

If a part will take 3 months to get here, just say so from the offset. Most people will then understand and wait.

 

But if you say "erm just tell the client 4 weeks" and then it takes 3 months, expect a dude to lose it.

 

Transparency is key, most people are a lot more understanding than we give them credit for if you are just open and honest.

This

[eddy]

It does not matter what the say in the warranty....the consumer protection act says they will be allowed to return the product...so if they dont give them the correct coloured rear triangle they will be allowed to return the whole product

I think that you need better legal advice....