Orbea and waiting times for part - crash replacement

[Katie.mtb]

Hi All, Long story but I was knocked off my Wild by a mate and the pedal went into the frame and damaged it. I contacted the shop and Orbea directly. I did not expect it to be under warranty as it was a crash. However, this was 5th June and I was constantly fobbed off with emails with no timescale. Then Orbea said they went to post the part but it failed quality control - I'm not sure I actually believe this. Then two weeks ago they offered a new frame, which I thought was very generous and I would get this in 2-3 weeks. That was 10 days ago and again no date of delivery. I am so frustrated and annoyed with Orbea. They have been so good in the past. I am currently without a bike, if I had known about timescales I possibly could have organised something. Has anyone else experienced this? I've started looking into escalating this further.

 

[Ndanger]

10 days into a 3 week process for them to arrange a new frame under warranty sounds like something to be glad about since the damage was caused not by the Manufacturer. From what I am seeing I would consider buying an Orbea just for their liberal warranty process of covering something as expensive as a damaged frame. Or am I missing something.

 

[Katie.mtb]

10 days into a 3 week process for them to arrange a new frame under warranty sounds like something to be glad about since the damage was caused not by the Manufacturer. From what I am seeing I would consider buying an Orbea just for their liberal warranty process of covering something as expensive as a damaged frame. Or am

10 days into a 3 week process for them to arrange a new frame under warranty sounds like something to be glad about since the damage was caused not by the Manufacturer. From what I am seeing I would consider buying an Orbea just for their liberal warranty process of covering something as expensive as a damaged frame. Or am I missing something.

I know, I think it's very generous too but I've not had a bike since the beginning of June. It's the lack of communication and transparency I'm finding difficult. If they had said it would be 8 weeks then I'd be ok, I'll sort something but every week I have to email for an update. They've not contacted me at all. It's not what they've offered, it's the length of time and lack of communication.

 

[theremotejuggernaut]

I don't think Orbea do anything quickly.

It took ~2 months to get a warranty replacement chainstay. They didn't argue about it or try and get out of the replacement though. It took 2 months for a new motor which again they didn't quibble over, it just took a while to get sorted.

I've had a few problems that needed warranty support. They've never quibbled over any of them though, they've stood by their product.

It's frustrating not having a bike for a few weeks but it beats having to pay for the parts and still having to wait a few weeks for them to arrive.

You realise this is a justifiable reason for n+1 right?

 

[Katie.mtb]

I don't think Orbea do anything quickly.

It took ~2 months to get a warranty replacement chainstay. They didn't argue about it or try and get out of the replacement though. It took 2 months for a new motor which again they didn't quibble over, it just took a while to get sorted.

I've had a few problems that needed warranty support. They've never quibbled over any of them though, they've stood by their product.

It's frustrating not having a bike for a few weeks but it beats having to pay for the parts and still having to wait a few weeks for them to arrive.

You realise this is a justifiable reason for n+1 right?

Ooo, can I ask what was wrong with your chainstay as that is what is broken. I'm surprised it broke like it did as the crash was so insignificant. I know it can be the direction of the force.

 

[theremotejuggernaut]

Ooo, can I ask what was wrong with your chainstay as that is what is broken. I'm surprised it broke like it did as the crash was so insignificant. I know it can be the direction of the force.

Mine developed radial cracks from one of the drain holes at the bridge near the motor.

Im guessing it was because of flex in the chainstay. The replacement that they sent didn't have the drain hole on that side so I think they must have changed the design. Mines a 22 alloy and I'd guess later models had the newer design without the hole. Theres a thread on here where a few people had the same issue.

I like the fact that they've obviously addressed problems in the design of the frame and made things better as they go. Bit like the upper suspension linkage on the Rise.

Is yours a carbon frame by any chance?

 

[Power1tobe]

Dammmm... looks like a Grizzly Bear attacked it

 

[Ndanger]

Dammmm... looks like a Grizzly Bear attacked it

Funny you should mention that, I was thinking the same thing when I saw the picture of the "not so lightly used" bike. That is awesome that the bike is getting a work out, something tells me that if the bike could talk it would scream

 

[jackamo]

Hi All, Long story but I was knocked off my Wild by a mate and the pedal went into the frame and damaged it. I contacted the shop and Orbea directly. I did not expect it to be under warranty as it was a crash. However, this was 5th June and I was constantly fobbed off with emails with no timescale. Then Orbea said they went to post the part but it failed quality control - I'm not sure I actually believe this. Then two weeks ago they offered a new frame, which I thought was very generous and I would get this in 2-3 weeks. That was 10 days ago and again no date of delivery. I am so frustrated and annoyed with Orbea. They have been so good in the past. I am currently without a bike, if I had known about timescales I possibly could have organised something. Has anyone else experienced this? I've started looking into escalating this further.

Orbea are shit at customer service.
Mate needed a replacement lower swing arm that had cracked under warranty.
They lied for over a month saying it was despatched untill the emails got heated.
It finally arrived after nearly 2 months .
Sadly he's now waiting on a wiring loom from them .He paid the full price and shipping 3 weeks ago to only be told them might ship it out on the 11th of August.

I'd never touch them .

 

[theremotejuggernaut]

They e never been particularly fast at doing anything. Whether that be shipping parts I've bought or sending warranty bits but they've been great at sorting warranty stuff.

I'd happily buy another bike from them given how well they've dealt with the problems I've had.

 

[Ndanger]

Orbea are shit at customer service.
Mate needed a replacement lower swing arm that had cracked under warranty.
They lied for over a month saying it was despatched untill the emails got heated.
It finally arrived after nearly 2 months .
Sadly he's now waiting on a wiring loom from them .He paid the full price and shipping 3 weeks ago to only be told them might ship it out on the 11th of August.

I'd never touch them .

Surprisingly, after seeing that Orbea is replacing a very expensive frame that was not a manufacturer issue shows to me that they recognize supporting their customers is a priority. I would imagine that many of the components are made in batches and could take time to produce. I have put them higher on my list of companies I consider for a bike.

It is very unfortunate to have an accident that causes damage and missing riding time is not a great way to spend a summer so I understand how frustrating it must be.

 

[sjturner2112]

Everybody has problems with every brand. I have seen so many threads where you could just replace 'Orbea' with any other make name; For instance, I have Trek Rail 5 gen 3 , it has so many drivetrain issues, and Trek takes like a month or more to get a part TO the Trek store, and that is with the store team keeping communications going with the service team. NO issue with denials, etc, just takes a long time to get parts. Same for my Giant Trance E, took 3-4 weeks to get in brake parts for a warranty issue. And this is all stuff inside of the same country. Just sayin. I also have an Orbea Wild, but no issues yet, so have not dealt with them. Most MTB parts are not that expensive, so unless it's like wheelset or a fork/shock, I tend to often just buy parts so I can keep riding, and when the warranty part comes in, it goes in the closet as a back up. I dont' care about haggling over warranties, I care about riding, so I will just continue to buy and ride I guess. My takeaway is that NOBODY is fast, they all take weeks or months. I just think there are lots of supply issues, and the everyone is forgetting about crazy Trump and his crazy person tarriffs - this is affecting manufacturing, supply and demand all over the world, not just imports into the US. Don't forget that is happening right now as well.

 

[hilbil-E-bikr]

I’ve placed 2 orders for parts and ended up canceling them both after neither shipped for 2 months. They are very responsive to order cancelations though

 

[dcxs]

Amflow shipped me a new carbon rear triangle in 4 working days (I did a whoopsie when replacing break hoses). Same for replacement screws. Actually best customer experience Ive had I think. Made me realize how shitty many MTB companies are, I dont think we should just accept it.

 

[jackamo]

Surprisingly, after seeing that Orbea is replacing a very expensive frame that was not a manufacturer issue shows to me that they recognize supporting their customers is a priority. I would imagine that many of the components are made in batches and could take time to produce. I have put them higher on my list of companies I consider for a bike.

It is very unfortunate to have an accident that causes damage and missing riding time is not a great way to spend a summer so I understand how frustrating it must be.

But they actually lied in their emails , a frame is easy to replace, a frame part needs ether removed from a frame or waited on from manufacturer. But telling the truth is a better way to deal with a warranty issue than lying .

 

[Oppa]

Hi All, Long story but I was knocked off my Wild by a mate and the pedal went into the frame and damaged it. I contacted the shop and Orbea directly. I did not expect it to be under warranty as it was a crash. However, this was 5th June and I was constantly fobbed off with emails with no timescale. Then Orbea said they went to post the part but it failed quality control - I'm not sure I actually believe this. Then two weeks ago they offered a new frame, which I thought was very generous and I would get this in 2-3 weeks. That was 10 days ago and again no date of delivery. I am so frustrated and annoyed with Orbea. They have been so good in the past. I am currently without a bike, if I had known about timescales I possibly could have organised something. Has anyone else experienced this? I've started looking into escalating this further.

I will pile one. Orbea Rise M10 2023, broke derailer hanger twice waited for ever for a replacement, found something online went that route. Keyway in dropper, made of plastic, waited a month. You would think sacrificial parts they would have in stock….nope. Recently ordered the very short 6mm torx screws which hold the battery in(one vibrated out) 6 weeks still no replacement got them at a local hardware store. As one user pointed out when I canceled the order I barely hit the return key and they cancelled it. Also they charged my card while not delivering. Love the bike thier Customer Service CS should be called customers suck

 

[jackamo]

I will pile one. Orbea Rise M10 2023, broke derailer hanger twice waited for ever for a replacement, found something online went that route. Keyway in dropper, made of plastic, waited a month. You would think sacrificial parts they would have in stock….nope. Recently ordered the very short 6mm torx screws which hold the battery in(one vibrated out) 6 weeks still no replacement got them at a local hardware store. As one user pointed out when I canceled the order I barely hit the return key and they cancelled it. Also they charged my card while not delivering. Love the bike thier Customer Service CS should be called customers suck

Same friend ordered a new wiring loom .paid for waited nearly 2 weeks and asked them where it was.
They hadn't actually got any stock but took the money .and then said they wouldn't have any for 3 weeks .
He finally received it but it was sent without the power up button . Now waiting for them to despatch it .

 

[theremotejuggernaut]

Same friend ordered a new wiring loom .paid for waited nearly 2 weeks and asked them where it was.
They hadn't actually got any stock but took the money .and then said they wouldn't have any for 3 weeks .
He finally received it but it was sent without the power up button . Now waiting for them to despatch it .

When you look on the website, it gives you the estimated despatch date.

Did the date given at the point of sale imply that there was stock and then he found out later that there was none?

I've ordered stuff from them that had ~6 weeks as a despatch date. It's annoying but at least I know it's going to take a while so I can choose whether to order or not.

Its always arrived ahead of the estimate anyway which is always nice.

 

[Oppa]

Same friend ordered a new wiring loom .paid for waited nearly 2 weeks and asked them where it was.
They hadn't actually got any stock but took the money .and then said they wouldn't have any for 3 weeks .
He finally received it but it was sent without the power up button . Now waiting for them to despatch it .

That’s the part that really pisses me off. They are using your money to restock inventory. The consumer SHOULD NOT be charged if it hasn’t shipped. If the they tell you it’s a hold on your card that is money you no longer have access to! ORBEA are you listening!!! We love your bikes but customer service BITES!

 

[jackamo]

When you look on the website, it gives you the estimated despatch date.

Did the date given at the point of sale imply that there was stock and then he found out later that there was none?

I've ordered stuff from them that had ~6 weeks as a despatch date. It's annoying but at least I know it's going to take a while so I can choose whether to order or not.

Its always arrived ahead of the estimate anyway which is always nice.

Again their web site said they had stock that suddenly they didn't have once ordered.
I quit working in a bike shop because the boss thought advertising stock you didn't have was good business sense .
I pointed out people would go elsewhere who had stock and delivered in 24 hrs .
He went out of business a year after I left .

 

[Kevjob51]

I bought an Orbea Rise H30 from Jenson. My upper linkage started creaking and yoke was touching drive side linkage arm. Reached out to Jenson who then contacted Orbea. About a week is later I received the 2 piece evo link with bearings pressed in from factory. Not bad when parts have to come from Spain to Jenson in California then shipped to me.