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  1. #1
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    My latest Titus impressions

    ... are not good.

    I'm not one to spend a lot of time complaining on the Internet. However, some things are just worth commenting on. Weeks ago, I was at the end of my rope with a new Pivot Mach 5.7 I bought and didn't like. I remember my El Guapo fondly as a fantastic rig here in Phoenix for our chunk.

    Bounced around trying to find a L frame and couldn't do it. I called Titus in Portland and talked to Shiggy, who answered the phone. Maybe he was having a bad day, but I've never spoken to anyone who was less interested in getting a customer onto one of his company's frames. He wasn't rude, just disinterested. When told they had no frames or a definitive timetable for new ones, I asked about stock in the UK. He actually told me to go check the UK site's inventory on my own and buy from them if I wanted.

    Wow. Thanks.

    I bought a frame from a competitor.

    Despite that, a couple weeks later my best riding bud was in the market for a medium frame after thoroughly destroying his older EG (not the fault of the bike). He was leaning toward a Firebird, but I actually talked him into an EG after reading here that the head tube reaming issue had been corrected. I knew he loved the EG, mediums were available and it appears to be a great value.

    He ordered one from the UK site. The transaction wasn't seamless, and he received an e-mail from a PlanetX employee from a gmail account requesting he confirm his credit card info. Weird.

    He eventually got someone on the phone to confirm payment and asked specifically if he needed to add anything frame-specific to his order to get the bike built up properly. He was told "no."

    Two weeks ago, he received his new EG frame, goes to assemble with all his new parts and, boom, head tube isn't reamed properly. Now his build is stuck waiting for a Smoothie headset to be shipped from the UK to Arizona.

    I really want this company to be successful, but this sort of thing does leave a poor impression.

  2. #2
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    Well, I would not hold the conversation with shiggy as a condemnation of the new Titus. I really thing you could have similar conversations with different companies. Everyone can have a bad day.

    On the other hand the head tube fiasco is a condemnation of the new titus. They should have reamed all the head tubes properly before shipping them out. Of course, if you complain loud enough, they will help you out and swear they have fixed the problem and all frames from now on will be reamed. That of course is not the case.

    But that is the new Titus. Cheap and cheerful. I honestly loved my ML but I don't feel comfortable recommending any Titus current Titus model. The FTM is a joke and the head tube issue with the EG is just embarrassing.

  3. #3
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    I don't think customer service should dwindle because someone might be having a bad day. If one of my customers is not happy with my or one of my teams performance it will be remedied as long as the customer lets me know about it.

    It's all about the customers perception. You may think they are demanding and ridiculous but it's your job to TRY and meet their expectations.

    Surely Titus has some sort of QC measures in place, right? Surely.
    "Your opinion may vary, but it's stupid." -Rich Dillen

  4. #4
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    smoothie + cs

    total bs

  5. #5
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    I'm mostly bummed that I talked my friend into buying the frame based on input I received from Titus staff on this forum. I'm sure he'll be pleased with it when it's finally together. He's not even angry about the cost of the headset. He's upset that he specifically asked and was told he didn't need it and that's caused him weeks of down time.

    My impression of the current incarnation of Titus is that the right hand (UK) has no ideas what the left hand (USA) is doing and vice versa.

  6. #6
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    I don't think Titus grasps the understanding of what customer service is, and how providing good customer service generates more sales. Turner is an excellent example of just that.
    I really like my el guapo. But that is not going to keep me from criticizing Titus.
    ****

  7. #7
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    Its sad because the brand had some great frames, I just bought a Racer X 26" from the UK only to find out they shipped me a 29" Frame.

    Quote Originally Posted by Vespasianus View Post
    The FTM is a joke and the head tube issue with the EG is just embarrassing.
    Vespasianus not move off topic but with is the FTM a joke?

  8. #8
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    Quote Originally Posted by Liternit View Post

    Vespasianus not move off topic but with is the FTM a joke?
    The easy to snap craprail rear end would be the number one reason.
    If I disagree with you, it's because you are wrong.

  9. #9
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    Quote Originally Posted by sundowner View Post
    The easy to snap craprail rear end would be the number one reason.
    What sundowner said. The rear is just way too fragile and snaps way to easily.

  10. #10
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    I'm not defending Titus

    My role is basically a cheerleader, there is no financial gain for me, but I do get to test some stuff once in a while. Every company has issues and growing pains. Buying a company that is in trouble is probably more difficult then starting from scratch as you have all the old crap to deal with. I agree the headtubes should have all been reamed, I had to deal with the same problem. Look at Knolly, the first Chilcotins had issues with the chain hitting the seatstay/dropout in the smallest cog, Noel had to give everyone new stays. Now they have a problem with a linkage axle/bolt that is .070 too long and the fix is the customer has to file it down. Transition has the covert and bandit with the sleeve nut being too long on the front shock mount, are they sending out new ones? No, you have to fix it yourself. Every company has issues with products, its the nature of the beast. Give them a chance.

  11. #11
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    The Headset fiasco is just a minor setback for me, I am fortunate that my local bike shop is stocked with every kind of headset but considering how much I paid for the frame... Nothing is perfect in this world, you have to make some sort of a compromise once in a while.

  12. #12
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    Again, if you actually read the thread, you'll see my friend isn't bothered by the manufacturing issue. Crap happens; we all understand taht. What counts is how the company handles it. Seriously, how hard would it have been to simply tell him he needed a specialty headset, sell it to him and everyone's happy?

    Anyway, I'm not much interested in restating my point over and again. This was my view of the interaction I had when trying to purchase a frame and my best friend's experience; both of us are current and/or former Titus owners. Take it for what it's worth. Good day.

  13. #13
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    I don't work in the bike world (though I would love to). Recently, my firm acquired another. It was a massive exercise starting from HR, Engineering, Finance, Sales etc. We took 6 months, and we are still not done. Migration is a headache with existing and new customers etc. What the new entity is trying to do is still support the customer. We are still trying to get used to "Hey, why don't you guys have this over here. We did. etc"

    Not saying you are asking too much btw. It could be down to plain "bad days" as you called it. But thought I would give a different perspective - merging another company is NOT trivial.....

  14. #14
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    Having met both, I'll just say that Jeff had a really friendly demeanor and was a delight to deal with.
    Faster is not always better, but it's always more fun

  15. #15
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    The headset bore depth is not a qc issue. It fits our Smoothie Mixer.
    Lack of experience, info and empathy of our customer service teams is an issue and thanks for bringing that to our attention.
    This isn't how we want to serve the public and seek to improve.

  16. #16
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    Brant I do hope that is true because that's not the perception Im having right now!

  17. #17
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    Just my 2 cents

    I'm not affected personally but thru recommendation reckon I have "sold" 10 EGs over the years as folks around me ask for opinion on what's a good 6" bike.

    Maybe its good to just go through inventory on both sides of the pond to sort out if there are any of these "problematic" ones left once and for all.

    I have the old 1.5, help taken delivery of the new MKIII and then there is 1 piece with this shallow headset lying around in my house waiting to be built up for a friend.

    Frankly even when surrounded by a ridiculous amount of LBS where I live, its not as simple to get the correct reaming tool.. What a lot of shops have are the older generation ones that doesnt fit the tapered tubes properly... have convinced my friend the safest bet is to go with a smoothie set for now. Its not a performance issue but some would like to spec their parts right down to even a tiny spacer. For me its a matter of seeing someone 100% satisfied with a bike I can build up for them.

  18. #18
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    Quote Originally Posted by brant View Post
    The headset bore depth is not a qc issue. It fits our Smoothie Mixer.
    Lack of experience, info and empathy of our customer service teams is an issue and thanks for bringing that to our attention.
    This isn't how we want to serve the public and seek to improve.
    Yes, but Brant, both you have repeatedly stated that all frames will be reamed before being sent out. That does not appear to be the case. Correct? That is a CS issue.

  19. #19
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    Quote Originally Posted by Vespasianus View Post
    Yes, but Brant, both you have repeatedly stated that all frames will be reamed before being sent out. That does not appear to be the case. Correct? That is a CS issue.
    I haven't stated that.

    edit :: I don't RECALL stating that.

    Shiggy might well have said that in the USA. Wasn't the case in the UK. Smoothie Mixer fits. Very dissapointing that our sales/CS team didn't advise to order Smoothie Mixer. I have offered to ship a Smoothie Mixer to recent upset people on here. Two have accepted this offer.

    V3 frames are all good to go.

  20. #20
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    Quote Originally Posted by brant View Post
    I haven't stated that.

    edit :: I don't RECALL stating that.

    Shiggy might well have said that in the USA. Wasn't the case in the UK. Smoothie Mixer fits. Very dissapointing that our sales/CS team didn't advise to order Smoothie Mixer. I have offered to ship a Smoothie Mixer to recent upset people on here. Two have accepted this offer.

    V3 frames are all good to go.
    Shiggy said it. So, Titus USA and Ttus UK are NOT on the same page? You fellows don't talk? Perhaps you should.
    So what the smoothie mixer fits. NO OTHER headset does. WHAT OTHER frame manufacturer sells a frame that only their headset [how convenient] fits? Your explanation [way out] is a total cop-out. You are still offering a band-aid to your F-up.
    OWN UP TO IT!!! You continue to add to your legacy as a poor customer service frame maker by continuing to use the mixer as your explanation/ answer to the problem

    OWN UP TO YOUR MISTAKES. TAKE CARE OF YOUR CUSTOMERS. AND MOST IMPORTANTLY, DON'T TRY TO BULLSH*T YOU POTENTIAL CUSTOMERS.
    Last edited by Renegade; 07-16-2012 at 08:42 PM.
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  21. #21
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    Titus is selling its frames for half of what they used to cost, truly amazing deals for such great products. Presumably one of the ways they are able to do this is with a slightly rough-and-ready front office. (Personally i've found the CS & support to be great, at least dealing with the On One side, which of course isn't a "side" at all... On par with or better than companies that charge a much higher price point.) I'm not hearing anyone suggest that Titus should raise its prices, but if they did I'm sure they could invest in a dedicated CS department. My vote: stick with the current business plan & rough n'ready ethos.
    On heavy rotation: White Lung: Deep Fantasy

  22. #22
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    Quote Originally Posted by Renegade View Post
    WHAT OTHER frame manufacturer sells a frame that only their headset [how convenient] fits?
    cannondale did that for ages, didn't they? i'm pretty sure their old headtubes were not 100% compatible with the one point five standard. dunno about the their newer frames.

  23. #23
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    Quote Originally Posted by sclyde2 View Post
    cannondale did that for ages, didn't they? i'm pretty sure their old headtubes were not 100% compatible with the one point five standard. dunno about the their newer frames.
    So did Klein, but it's not 1993 anymore.

  24. #24
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    I believe Token headsets work too for the top shallow bore. And it comes in different colors .

    Only thing is that you have to buy a separate unit for the Bottom headset because Token headset only comes in a 44 dia for both top and bottom
    Last edited by magixuser; 07-17-2012 at 11:05 AM.

  25. #25
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    Guess who makes the Smoothie.

  26. #26
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    This is a company brought back from the brink of extinction by another one who was looking to make some money on an existing customer base and a decent name. Things are bound to slip through the cracks once and a while. A frame might make it out with a loose chainstay bolt or poor packing might cause damage when the shipping department gets in a rush.

    But, spitting out frames that aren't 100% build ready is rather crappy.

    I really dig my EG and liked my FTM. But due to the non-existant warranty on the ftm I bought for my wife I'm not even going to try to get the seatstay fixed. Especially when I know it will just break again if the bike is riden in the same manner again.

    Now on another note: If titus's manufacturing was based in the US I bet there would be alot fewer issues like this. And if the issues did pop up I bet they'd be fixed alot faster.
    "I'm the fastest of the slow guys"

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    Quote Originally Posted by terrible View Post
    Now on another note: If titus's manufacturing was based in the US I bet there would be alot fewer issues like this. And if the issues did pop up I bet they'd be fixed alot faster.
    If the frames were made in the states they would cost a lot more. One of Titus' and on-one's selling points is the price.
    "Your opinion may vary, but it's stupid." -Rich Dillen

  28. #28
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    If the frames were made in the states they would cost a lot more. One of Titus' and on-one's selling points is the price
    Well then there is no reason for people to complain then is there? Fast,cheap,durable: choose two!
    "I'm the fastest of the slow guys"

  29. #29
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    Quote Originally Posted by Paul.C View Post
    If the frames were made in the states they would cost a lot more. One of Titus' and on-one's selling points is the price.
    Funny, Titus used to be considered high end, not the cheap stuff they sell now. Original Titus used to make great well made Titanium and Aluminum frames like my Ti ML, not anymore though, new Titus is not the same. When my Ti ML finaly get retire it will get replace by a Turner not a Titus.
    If I disagree with you, it's because you are wrong.

  30. #30
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    Odd response Sundowner, with our maintaining of Titus fabrication partners in the USA (Sapa produce our Rockstar29) and the exact same fabricators out East too.
    We have a new hardtail project just getting off the ground with a new US based fabrication house too.
    Low prices are from direct sales which allows us to sell the volume to keep the brand alive.

  31. #31
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    I own an '09 Titus ML that I'm extremely happy with (very glad I didn't go for the FTM, tho).

    I expect there will be some growing pains with the transition and a few disillusioned customers. However, if the new Titus can pull off modern, reasonable quality, US-made, no-frills bikes at reasonable prices sold direct to consumer, then I'll be back in line for my next purchase. If they become another me-too rebadged Asian frame, then "no thanks".
    whatever...

  32. #32
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    Quote Originally Posted by Paul.C View Post
    If the frames were made in the states they would cost a lot more. One of Titus' and on-one's selling points is the price.
    My comment was geared toward the carbon frames of course.
    "Your opinion may vary, but it's stupid." -Rich Dillen

  33. #33
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    Quote Originally Posted by Paul.C View Post
    My comment was geared toward the carbon frames of course.
    the (aluminum) EG is made in taiwan still, isn't it? (so your comment applies to them too)

    as far as i know, the rockstar is only bike that is definitely made in the US. i'm not so sure of the aluminum x/ftm - i know that they definitely made them in the US a while ago, but not so sure now.

    despite all this "made in...." speculation, i don't really care. i just want the bikes made wherever they can do a good job of it, and don't cost the earth.

  34. #34
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    Oh, I have tried to keep up with all of the changes but it seems I don't actually know much. Thanks for clarifying.
    "Your opinion may vary, but it's stupid." -Rich Dillen

  35. #35
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    Quote Originally Posted by sclyde2 View Post
    the (aluminum) EG is made in taiwan still, isn't it? (so your comment applies to them too)

    as far as i know, the rockstar is only bike that is definitely made in the US. i'm not so sure of the aluminum x/ftm - i know that they definitely made them in the US a while ago, but not so sure now.

    despite all this "made in...." speculation, i don't really care. i just want the bikes made wherever they can do a good job of it, and don't cost the earth.
    yeah, where the bike is made in don't really matter anymore. what important is the design, pricing, after sale support and a good community behind it. i like how titus is now being under on-one direct sale concept. adding to that, i think titus have bunch of good community people in the forum sharing the passion about the brand and bike. and i like it. please don't kill the community support for the brand.

    I been following the forum for a while. but hey, this head tube issue is getting to the nerve. i can understand there is times production issue crop up. If this is a newly discover issue, i'm sure people are forgiving! but then this is not new and personally i found UK on one not willing to ream it deeper before sending out. (a big contradiction with how US Titus is willing to handle the issue! Why is that??)

    been lurking around the forum a while, i understand that titus admit made a mistake in specifying the head tube ream too shallow. and i respect that you guys admit the mistake there.

    However i just don't seem to understand why on-one UK not willing to ream and fix it vs Titus US. This is an easy fix at your end vs difficulty on the owner end. You guys are online and direct sale model.. and i think the impression play a big influence here!

    Infact i am actually afraid of making the purchase. i have been holding off for a while because of all these. i'm sure many potential buyer are the same. If not for a few friends in the community that so swear by the brand and design, i would have not put my leg in for one. Dont take the brand and design for granted, they may be good but if this kind of support continues... people will move away.

  36. #36
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    Quote Originally Posted by terrible View Post
    Well then there is no reason for people to complain then is there? Fast,cheap,durable: choose two!
    Shouldn't it be Cheap, light or strong - Choose two? (by biking guru Keith Bontrager)

  37. #37
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    Shouldn't it be Cheap, light or strong - Choose two? (by biking guru Keith Bontrager)
    Yep that's it. Couldn't remember how it went.

    yeah, where the bike is made in don't really matter anymore.
    BULL ****!

    lets send your job to another country then! Then you can go on unemployment for six months trying to find a job and end up working at walmart not making enough money to even buy a 100$ huffy let alone some "great deal" bike made in another country where they pay those workers even less than what you make bagging groceries.
    "I'm the fastest of the slow guys"

  38. #38
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    It's mildly annoying to be able to run only one headset, but honestly I don't see it as that big of an issue especially when it works well and is cheap. I've beat on my EG for four years now without a single issue, and have had great experiences when I did call Titus if for no other reason than to ask a seemingly inane question or two. Every company has a bobble here or there, trust me, I've personally seen nearly every boutique brand you can name fail in abundance, but that's just life for the most part; nothing's perfect. For what Titus delivers at the price it currently does is unheard of, go find another $1000 frame as good as the EG. Lastly, I don't think e-b!tching, different than constructive criticism or solicitation of aid, is worthwhile at all, if you have an issue talk with the manufacturer, this isn't your group therapy or a female highschool locker room.
    I like bikes.

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    Quote Originally Posted by wasea04 View Post
    It's mildly annoying to be able to run only one headset, but honestly I don't see it as that big of an issue especially when it works well and is cheap. I've beat on my EG for four years now without a single issue, and have had great experiences when I did call Titus if for no other reason than to ask a seemingly inane question or two. Every company has a bobble here or there, trust me, I've personally seen nearly every boutique brand you can name fail in abundance, but that's just life for the most part; nothing's perfect. For what Titus delivers at the price it currently does is unheard of, go find another $1000 frame as good as the EG. Lastly, I don't think e-b!tching, different than constructive criticism or solicitation of aid, is worthwhile at all, if you have an issue talk with the manufacturer, this isn't your group therapy or a female highschool locker room.
    +1

    yeah, everything he said. bikes are great AND cheap, no one is perfect, and there's no point continual b!tching non-constructively

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    But but but but.........something I didn't like happened to me and everyone must know about it. And if I ***** enough I might get something for free.
    "Your opinion may vary, but it's stupid." -Rich Dillen

  41. #41
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    Quote Originally Posted by brant View Post
    Odd response Sundowner, with our maintaining of Titus fabrication partners in the USA (Sapa produce our Rockstar29) and the exact same fabricators out East too.
    We have a new hardtail project just getting off the ground with a new US based fabrication house too.
    Low prices are from direct sales which allows us to sell the volume to keep the brand alive.
    It has little to do with were its built. Old Titus had a reputation for building solid bikes, not the noodles that came after with the lightrail rear ends. Other than the Guapo, you guys inherit noodles.
    If I disagree with you, it's because you are wrong.

  42. #42
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    Unclear if some of these latter responses are directed at my original post. Seems to me I posted a courteous, responsible and firsthand account of recent experiences with Titus. I don't think the post was *****y or whiny and I certainly don't need anything free from Titus.

    My EG was one of my favorite bikes and I wish the company the best.

  43. #43
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    Quote Originally Posted by sundowner View Post
    It has little to do with were its built. Old Titus had a reputation for building solid bikes, not the noodles that came after with the lightrail rear ends. Other than the Guapo, you guys inherit noodles.
    The 1st gen Loco Moto's from old Titus were far from solid bikes, mine lasted about 4 months before cracking. The X-frame version they replaced it with was fairly solid.

  44. #44
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    But but but but.........something I didn't like happened to me and everyone must know about it. And if I ***** enough I might get something for free.
    Yep, that crap right there is every other post I've read on here for the last 12 months. Funny stuff.
    "I'm the fastest of the slow guys"

  45. #45
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    Quote Originally Posted by terrible View Post
    Yep, that crap right there is every other post I've read on here for the last 12 months. Funny stuff.
    SSp Terrible, if I understand your point of view, because the frames are offered at such a great price; if they come with manufacturing flaws, and, Titus tells us to stuff it, we should shut the phuck up and accept their, compared to the rest of the industries, customers service standards, be happy? So mediocre to poor is the new standard? Do you practice this acceptance with everything you purchase, or just your Titus frame?
    If that works for you, then rejoice! You won't be disappointed with your consumer purchases for the next 30 years. I am so happy for you!
    Many of the rest of us humans have a higher standard.
    And I have no problem with reminding you of the difference between these standards for as long as you continue to post here. I am not going away, because of your sensitivities.
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    Quote Originally Posted by Blatant View Post
    Unclear if some of these latter responses are directed at my original post. Seems to me I posted a courteous, responsible and firsthand account of recent experiences with Titus. I don't think the post was *****y or whiny and I certainly don't need anything free from Titus.

    My EG was one of my favorite bikes and I wish the company the best.
    If you are referring to my post then no, not really aimed at you. I had even forgot about your op and was thinking of another thread that was specifically for the on-one lurcher.
    "Your opinion may vary, but it's stupid." -Rich Dillen

  47. #47
    Beer Me!
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    psssstt...... High end custom Titus Titanium was re-born in a new and very separate/disconnected company "FORM Cycles", after the inevitable implosion of the company.

    Looks like new Titus is aiming for a different market and pricepoint than the old Titus. A buy direct, affordable, small manufacturer; rather than a high end boutique brand requiring you to go through a dealer. Not a bad business model, but very different than the model of the past. I would guess Shiggy is the only man in the states working Titus at the time. Rewind 6+ years and it was a successful brand with several dozen employees.

    IMHO new titus should be considered a brand new company, and not associated with the titus of lore, because for all intents and purposes (other than a few frame models, and a few vendors/suppliers) it is completely different.

    Slightly off topic, but whats the deal with the Horst Link? I am surprised Specialized didn't nix that ASAP once the company switched hands.
    "Any wheel size is better than sitting at a computer all day." -Myself

  48. #48
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    Slightly off topic, but whats the deal with the Horst Link? I am surprised Specialized didn't nix that ASAP once the company switched hands.
    The patent license was probably part of the sael of titus.

    And I have no problem with reminding you of the difference between these standards for as long as you continue to post here. I am not going away, because of your sensitivities.
    Sensitivities? Not really sensitive to anything but quickly annoyed buy whinning and ranting on and on and on about something that was fixed for one person above and beyond what was really required.

    If it was me and I was in brant or whomever makes the decisions I would have given you back your money plus 10% and asked for the frame back just to keep a punk like you off my product.
    "I'm the fastest of the slow guys"

  49. #49
    No Clue Crew
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    On a positive note, my buddy's headset came in and the rest of the build went together smoothly. We got the bike out on a shakedown run this morning. Looked great and performed extremely well. He's very pleased overall.

    Guess my final word: Questionable customer service, but a fantastic frame at a great price.

  50. #50
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    Quote Originally Posted by Blatant View Post
    On a positive note, my buddy's headset came in and the rest of the build went together smoothly. We got the bike out on a shakedown run this morning. Looked great and performed extremely well. He's very pleased overall.

    Guess my final word: Questionable customer service, but a fantastic frame at a great price.
    Was this one of the headsets I arranged last week?

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