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  1. #1
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    Good job! (editied) warranty issue

    I need to clear the air. I spoke with Lars today and he and Transition in general have gone above and beyond to correct my issue. I just got my medium triangle today, and they agreed for me to send it back and exchange it for a large ( I wanted a longer reach). I would have been ok with them saying no, but they were gracious enough to work with me. I had asked my people at the shop to ask, and it never happened.

    I take complete responsibility for the entire mix-up, including the thing about the seat post. I flew into panic mode when I was told it may not be covered (by the shop. I should have went directly to Transition in the first place and avoided the whole miscommunication.

    Moral of the story :
    1 I'm an @##hole
    2 Don't lose faith in Transition
    3 Handle your own warranty claims.



    I'm currently dealing with trying to get a frame warranteed. The frame in question is a 2013 covert. A week ago I noticed a crack at top of the seat tube/ top tube junction. Long story short, they apparently don't believe that I was running my seat post at or below the minimum height.(this is what the shop relayed to me) I have never run the post above minimum height and I'm certain that I am not out riding the capability of the bike.

    I've owned 4 transitions in all and currently still have 3 of them. The whole reason I continue to buy transition is what has always been good customer service.




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    Last edited by rollertoaster; 01-03-2014 at 05:12 PM. Reason: resolved
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  2. #2
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    Hi Rollertoaster,

    We're bummed to hear about your frame and apologies if you're upset about this. We contacted your shop yesterday about your claim to get you squared away and rolling again ASAP. Part of the process is asking questions like this to make sure a failure wasn't caused by a mistake like a seatpost not being used per specifications. We have to cover our behinds to some degree, and you wouldn't believe some of the things people do with their bikes which result in failure.

    Don't take it personally my man, we've got your back. Get back to the shop with the info and we'll get you sorted pronto.

    Thanks!

    Quote Originally Posted by rollertoaster View Post
    I'm currently dealing with trying to get a frame warranteed. The frame in question is a 2013 covert. A week ago I noticed a crack at top of the seat tube/ top tube junction. Long story short, they apparently don't believe that I was running my seat post at or below the minimum height. I have never run the post above minimum height and I'm certain that I am not out riding the capability of the bike.

    I've owned 4 transitions in all and currently still have 3 of them. The whole reason I continue to buy transition is what has always been good customer service. I'm shocked that the crack occurred after 4-5 months and even more shocked to be getting static about it.



    I'm really bummed about this, has anyone else had issues with customer service lately?

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  3. #3
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    I not at all taking it personally, but I certainly am upset about it. The shop asked me to take a picture of the seat post markings which I will do tonight. I do appreciate the reply, as I'm sure I don't get the whole story from the shop.
    Please under where I'm coming from on this one, it's not a mistrust of transition, but I've had a very negative experience with another manufacturer and a crash replacement part. I want to make sure this issue doesn't turn out the same way.

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  4. #4
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    Fair enough, just get the photos of the issues over to the shop and we'll take care of you.

  5. #5
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    Done. It has been emailed to the shop. They should be in contact in the morning. Thank you for the attention.

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  6. #6
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    I'd say that's pretty good customer service right there, responding on mtbr. Hope you get it sorted.

  7. #7
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    Jeez...Understandable that you're upset about cracking your frame, but this post is pretty out of line. You're going to blow up Transition for asking questions about a warranty claim, do you think people just give frames away? And you cracked it a week ago, probably including non-business days, and between you relaying to your shop, your shop relaying to Transition, Transition relaying to the shop, and your shop getting back to you, you're going to complain about the time getting back to you? Transition is at the top of the ladder with customer service, they are not the "other manufacturer". I don't think Transition deserves a thread with this title.

  8. #8
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    Maybe it's time to change the tread titel?

  9. #9
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    I will withhold my judgment until I have my new front triangle in hand. Obviously there has been some miscommunication between the shop and me(hopefully just on my side, and not between transition and the shop) . Believe me, I am less than pleased with the lack of communication I've gotten from the shop.
    Understandably things can get mixed up when there are multiple parties involved. I'm just trying to protect my interest here, not everyone on this planet is honest, so forgive me for being a little suspicious (for lack of a better word) of what was going on.

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  10. #10
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    You'll withhold your judgement, except for writing this post in the first place...You could've also just called Transition yourself if you didn't trust that your shop was getting it done for you. I'm just saying man, some idiot kid reads this and gets the wrong impression of a great company and tells all his friends that Transition's warranty sucks, blah blah. It's undeserved, bad press.

  11. #11
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    Quote Originally Posted by bklnbdub View Post
    You'll withhold your judgement, except for writing this post in the first place...You could've also just called Transition yourself if you didn't trust that your shop was getting it done for you. I'm just saying man, some idiot kid reads this and gets the wrong impression of a great company and tells all his friends that Transition's warranty sucks, blah blah. It's undeserved, bad press.
    Amen brother.... You should never come on a forum and put a company on blast. I'm sure Transition will do everything they can to make it right.

  12. #12
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    You really should change the title of the thread, at least give them a chance...



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  13. #13
    gravity fighter
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    I think the Mods would be justified in deleting this slander thread.

  14. #14
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    It's not slander. I was having a legitimate issue, which is most likely on my shops end. Was I wrong to go through my shop with a warranty issue? With most manufacturers that is the only way to handle it.


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  15. #15
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    Re: (rant) wtf is going on at transition?

    Quote Originally Posted by rollertoaster View Post
    I was having a legitimate issue, which is most likely on my shops end.
    So unless Transition owns said lbs how is this the fault of Transition?
    Here is the thing about equality, everyone's equal when they're dead. - Gavroche, Les Misérables

  16. #16
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    I can't believe that you can't wrap your head around this. Good luck with your bike...

  17. #17
    gravity fighter
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    Of course you're not wrong going through the shop on a warranty issue. Maybe we are not getting the whole story. Did you contact anyone at Transition to alert them that the shop was not handling this to your satisfaction? Did they blow you off?

    Small companies live and die by their reputation and you just pulled out the big guns and called them out as having crappy customer service on one of the biggest mountain bike forums in the world.

    I just think it's an unfortunate tactic to use unless Transition was legitimately jerking you around.

    I'm not even a customer yet, but I went right to this thread when I saw the title to find out why Transitions customer service has gone downhill. Now multiply that...

  18. #18
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    Sounds like a LBS problem, maybe throw them under the bus? Thread fail.

  19. #19
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    Change the title already. You could have contacted Transition first, then the title would have been "Transition customer service is top notch".

  20. #20
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    Hey Rollertoaster,

    Just in case you we're not notified by your shop, this has been resolved and you have a replacement on the way. They we're in better communication with us than most shops, for what that's worth. No promises it will be there to be under the tree Xmas morning, but hopefully soon after!

    Cheers!

  21. #21
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    i know i'd be plenty pleased to have it replaced w/in 2 weeks. wonder how fast it would have happened w/o this forum burn
    breezy shade

  22. #22
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    About the same. Transition wants you on their bikes.

  23. #23
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    ah the glamour of having to deal with demanding suspicious douchebag customers... how do you guys at Transition handle it?
    Locals' Guide to North Shore Rides http://mtbtrails.ca/

  24. #24
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    The op is a child. He blew his load way way to soon. Always got to have the latest and greatest kinda guy, and thinks its someone's fault when it's HIS money involved. Dignity slipped his moxie years ago..

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  25. #25
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    I will always have a Transition bike in my garage. Solid bikes, cool people...can't go wrong with that combination.

  26. #26
    Just roll it......
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    Frames break, but you gotta admit that is at a rather suspicious spot. From what I've experienced, most companies would want to see a picture of the break (at the very least) and many would actually want you to ship the frame to them to inspect it in person.

    I'm also not a fan of flaming a company before you've even heard back from them in person.

    EB

  27. #27
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    Re: (rant) wtf is going on at transition?

    So I just got back from the shop after my front triangle was supposed to arrive today (or so I was told). Basically I caught the sales manager in a lie (not about the arrival date) and I think I'm going to have to cut ties with that shop. Pretty sad as I would have considered a bunch of the guys as friends and I even raced dh for them this season.
    Aside from being lied to the entire warranty process appears to have been botched by the shop. I guess I shouldn't have given them the benefit of the doubt during this whole process.
    After finding out I've been lied to I can't say transition has had any negative impact on this whole thing. I have no problem admitting that I was wrong.

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  28. #28
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    Maybe now you people who are personally attacking me now will understand why I am suspicious. Because at no point in time is someone not trying screw me over.

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  29. #29
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    I never deal with LBS. Most of them are tool bags!

  30. #30
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    I don't think roller toaster damaged Transitions reputation with this thread, if anything Transitions response and post in this thread have reinforced my decision to buy a transition.
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  31. #31
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    I have had great service from Transition...the company is top-notch in my book. I would not hesitate to buy another bike from them!

  32. #32
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    Hey you folks at Transition, my LBS is still waiting for you to issue a return authorization so that he can send you my frame for a warranty look-see. His e-mails are going un answered. Can someone there check their e-mails please?
    ****

  33. #33
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    We're all caught up, so if they hadn't already received what they needed they should have it now.

  34. #34
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    Quote Originally Posted by Transition Bikes View Post
    We're all caught up, so if they hadn't already received what they needed they should have it now.
    Thank you. I'll check with him.
    ****

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