OMNICO (GT) customer service is pathetic!!!

[Zariuss]

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

 

I agree with you here as I own a business and know how unreasonable people can be, I try my hardest to never ever be rude to anyone! Speak the way I want to be spoken to...

 

However, I have still been waiting 16 weeks for my rear triangle on my GT Zaskar Team 100.

 

Just saying

[Robbow]

I agree with you here as I own a business and know how unreasonable people can be, I try my hardest to never ever be rude to anyone! Speak the way I want to be spoken to...

 

However, I have still been waiting 16 weeks for my rear triangle on my GT Zaskar Team 100.

 

Just saying

 

Thanks for the comments, but they are not true is this case.

 

I have a very good relationship with the Dealer and have bought numerous bikes from them over the years.

 

They have tried repeatedly on my behalf to resolve this, I have even been standing there listening to the conversations with OMNICO when the lies were told.

 

They are even willing to carry the warranty on the painted frame out of their own pocket if OMNICO wont honour it due to the mutual disappointment over this process.

 

I'm not certain how many other bikes shops would be willing to do that if I was a crappy customer.

[Zariuss]

Thanks for the comments, but they are not true is this case.

 

I have a very good relationship with the Dealer and have bought numerous bikes from them over the years.

 

They have tried repeatedly on my behalf to resolve this, I have even been standing there listening to the conversations with OMNICO when the lies were told.

 

They are even willing to carry the warranty on the painted frame out of their own pocket if OMNICO wont honour it due to the mutual disappointment over this process.

 

I'm not certain how many other bikes shops would be willing to do that if I was a crappy customer.

 

That's exactly what I was trying to say.

My LBS also speak to them on loud speaker so that I can hear what get promised from them.

All I meant was that even by staying calm and reasonable OMNICO seam to give a f&$%!

 

I have not even received a none matching triangle yet?!!

[Robbow]

That's exactly what I was trying to say.

My LBS also speak to them on loud speaker so that I can hear what get promised from them.

All I meant was that even by staying calm and reasonable OMNICO seam to give a f&$%!

 

I have not even received a none matching triangle yet?!!

 

Apologies, misunderstanding!!!

 

The more I read of this topic the more depressing it gets.

 

Clearly OMNICO dont give a F*&^ about customer service and are very content in having an angry, disappointed customer base.

 

Sorry you haven't recieved anything yet, I can ask my dealer to send you a nice scratched one!!!

[raptor-22]

I agree with the car analogy but even there the body panels etc are sent to the repair shops in a flat black protective coat of paint where they are sprayed to match the car...at the client's (insurance company) cost so I don't think the comparison holds water...

 

 

But that respray doesn't void the warranty.

 

bike companies should hold std parts (unpainted) and have the part painted on request to match the original. hardly any additional cost.

 

The key problem is managing any part that is not in their current stock keeping unit inventory

[Robbow]

I follow your sound reasoning, and see where you are coming from. But what it comes down to is that they will rather force down random spares on existing clients who has a legitimate warranty claim, as this is just easier for them.

 

It would make all the difference if Omnico just offered to pay for the respray of the rear triangle, and still offer their warranty. That's honestly not big money for them, and once again, they will probably get a customer for life. ****, even if they only are willing to still offer a warranty and you pay for the respray, that would help.

 

The way they approach it now, is that if you buy a bike from them, and something like your rear triangle breaks in 3 places, they will replace it under warranty, but most probably in a different colour. Should you then wish to respray this part, as to not have your bike look like one a clown might use, you lose your warranty altogether. Really, wtf. Who's going to buy a bike like that from you at "market value"?

 

This has been some of my major gripes with this. Irrelevant of the stupid time frame.

 

I am now the one who must either respray it and void the warranty, this also comes with a cost. Or have the bike looking crap, and then if you ever try to sell it good luck getting fair value with the wrong coloured triangle.

 

Shouldn't the point of a warranty (CPA or not) be to put you back in the position you were before? Not having to spend money, or possibly losing a whole lot.

[Skinnyone]

But that respray doesn't void the warranty.

 

bike companies should hold std parts (unpainted) and have the part painted on request to match the original. hardly any additional cost.

 

The key problem is managing any part that is not in their current stock keeping unit inventory

Read my later comments: Specialized do offer this, and perhaps ask Omnico if the warranty will still be valid if resprayed.

 

Unfortunately the bit about hardly any additional cost also hits a bit of a nerve, don't get me wrong here - the distributor signs up for the warranty process etc but to paint a swing arm for a frame used to cost (when I worked at a Specialized store) at least R1500 and that was done thru the popular bike respray people...any warranty claim costs someone money - at the end of the day it is the main dudes in the US.

 

For example to give a client the same matching frame or part - you have to probably strip a complete bike - you are then left with a bunch of parts in a box that, as a distributor, is harder to sell on than a complete bike. Like I said at the end of the day Omnico gets a credit (not a new sellable bike) from GT in the US for the frame only and are still let with a box of parts sitting that someone has to now try and sell to a store as a build package - easier said than done.

 

At the end of the day I am not defending Omnico in this case as, yes they could have come to the party a bit more and helped the client out with a matching part etc, BUT it is also important to understand some of the reasoning behind their actions - and you may find that the guy that deals with the brand and is dealing with this case has to answer to someone else who has to answer to the big boss - who says no-go to the new frame/exact part, not realizing the implications of his decision...

[Tumbleweed]

This has been some of my major gripes with this. Irrelevant of the stupid time frame.

 

I am now the one who must either respray it and void the warranty, this also comes with a cost. Or have the bike looking crap, and then if you ever try to sell it good luck getting fair value with the wrong coloured triangle.

 

Shouldn't the point of a warranty (CPA or not) be to put you back in the position you were before? Not having to spend money, or possibly losing a whole lot.

 

The spirit of a warranty would be to ensure that the customer gets the intended use out of the product.      

[Skinnyone]

My thoughts as well Tumbles, the issue of the color matching is (in my mind) a small issue, the thing is if I buy a bike and the thing breaks I want to still be able to ride it...there was a similar thread about a cannondale being replaced (whole frame) and the guy is upset about not getting the same color...to me the bike is still ride-able yes or no? 

 

If yes then the warranty has been fulfilled according to the stipulations set out by the legal team who drew them up - remember that point - Lawyers drew up the warranty policy so if you want to hire a lawyer to fight it then go ahead.

 

This is the last comment I am going to make, Omnico failed in their ability to keep the client informed but they have held up their end of the deal essentially...

[CJG]

Sounds like a very familiar story... Had the same GT, cracked the frame after having the bike for 6 weeks, and it took 18 weeks to replace the frame, 18 weeks without a bike! I phoned my local bike store at least 4 times a week and Omnico weekly. Without the pressure, this would of dragged on for longer. 

 

GT obviously have issues with their carbon frames, and have heard many stories. If you pay a premium for a product, and it brakes under warranty, I expect the exact same product back or a upgrade. 

 

I have since bought a Pyga...

[Robbow]

Sounds like a very familiar story... Had the same GT, cracked the frame after having the bike for 6 weeks, and it took 18 weeks to replace the frame, 18 weeks without a bike! I phoned my local bike store at least 4 times a week and Omnico weekly. Without the pressure, this would of dragged on for longer. 

 

GT obviously have issues with their carbon frames, and have heard many stories. If you pay a premium for a product, and it brakes under warranty, I expect the exact same product back or a upgrade. 

 

I have since bought a Pyga...

 

Me too, also went PYGA, and went Rockshox Pike on it for 2 reasons, 1 its better and 2 I wasn't giving OMNICO another R15k more of my money for FOX..done with giving them anything.

 

Agreed about the GT story, there seem to be a rather large amount of them breaking. We have also found another 2 guys in PMB with the same bikes and the same cracking issues, clearly something must be faulty.

 

What I didnt even mention in my original post was how when my riding partners bike was first taken in they stripped down a brand new bike on the floor that was leftover stock, only to discover that the triangle was cracked !! On a bike that hadn't been ridden 2km around the block.

 

Interesting to note was an article I read detailing GT's 2016 lineup and I don't recall seeing one bike in their range with a Carbon triangle, take from that what you will...

[Furbz]

My thoughts as well Tumbles, the issue of the color matching is (in my mind) a small issue, the thing is if I buy a bike and the thing breaks I want to still be able to ride it...there was a similar thread about a cannondale being replaced (whole frame) and the guy is upset about not getting the same color...to me the bike is still ride-able yes or no? 

 

If yes then the warranty has been fulfilled according to the stipulations set out by the legal team who drew them up - remember that point - Lawyers drew up the warranty policy so if you want to hire a lawyer to fight it then go ahead.

 

This is the last comment I am going to make, Omnico failed in their ability to keep the client informed but they have held up their end of the deal essentially...

 

i don't agree with you.

to end up with a hotch potch mixed bike is detrimental to the overall visual appeal of the bike.

thus i would have to ask a lower price if i were to then sell the bike.

this in turn is not returning me back to the position i was in as i would then have to take a financial hit when the bike is sold.

[Tumbleweed]

i don't agree with you.

to end up with a hotch potch mixed bike is detrimental to the overall visual appeal of the bike.

thus i would have to ask a lower price if i were to then sell the bike.

this in turn is not returning me back to the position i was in as i would then have to take a financial hit when the bike is sold.

 

You may not agree, but resale value isn't an issue when it comes to consumer law.Show me a bike with "book value". You're not a vendor. You took a financial hit when you wheeled the bike out of the shop. Good luck quantifying your "loss".

[Oufy MTB (Roadie)]

i don't agree with you.

to end up with a hotch potch mixed bike is detrimental to the overall visual appeal of the bike.

thus i would have to ask a lower price if i were to then sell the bike.

this in turn is not returning me back to the position i was in as i would then have to take a financial hit when the bike is sold.

+1 never mind the financial hit. Say what you want, no one wants to ride a bike that look k@k. Sometimes I ride my bike, other times I just want to look at. I know a few don't care how the bike looks but if I'm forking out R30k for a bike, it must look and ride the part. My Friday contribution, hope the oke gets sorted

[Eddy Gordo]

If you break a hub cap on a car, the dealer will not give you a mismatched one. They wont even sell you one but rather a complete set. 

[Tumbleweed]

If you break a hub cap on a car, the dealer will not give you a mismatched one. They wont even sell you one but rather a complete set. 

 

If you broke it, you wouldn't be given anything...