Niner all round horror show new air 9 rdo- Mtbr.com
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  1. #1
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    Niner all round horror show new air 9 rdo

    Hi
    Just in case anyone is thinking of upgrading there beloved air9rdo to the latest and not so greatest model maybe think twice.

    In May I excitedly attempted to upgrade my trusty air 9 to the latest air 9 rdo model. I'd been super happy with the old rig. Never let me down, fun to ride, fun to race etc etc. good times!

    Any how the old girl was tired I'd glued the brake bosses in 3 or 4 times the the bb shell was also starting to delaminate so it was definitely time for an upgrade. I went to my local bike shop to drop a cool $3000 on the frame set - yes they are overpriced here in Australia but hey the last frame rocked and 4 years of trouble free riding is worth a few extra bucks.
    Unfortunately the former niner distributor no longer had access to the new frames so my LBS couldn't get me one.

    I contacted niner direct and Brian at niner bikes gave me a phone number of a shop in Melbourne who could get me a frame. ( interestingly the shop is owned by the former distibutor who could no longer supply frames) so I dropped a $600 deposit and was told about 3 days I'd have my new frame awesome.

    Anyway 3 days went by then 6 then 14 then 20 and I called the shop only to be told they didn't know where the frame was they also didn't know if niner had sent the frame and they didn't know why the tracking number wasn't working. I waited for another 10 days but still couldn't get an answer out of the bike shop or out of Brian at niner bikes In the US as to where my frame was or if it had even been sent! I cancelled my order with the shop and they refunded my money.

    So one month into the ordeal and still without a new frame to hang my new xtr group set, twe carbon wheels and fox 32 step sat forks on. I decided to try niner in newzeeland for a frame. Come on it's only 3hours flight away how hard could it be?

    Rang up niner newzeeland told them the dramas I'd been having they said they had some frames in stock so I paid them 3000 bucks and they shipped a frame Over about 5 days later, sweet as bro.

    And it was sweet for about 50km until the chainstay broke (quality of the frames will be another post with pics) so sent niner New Zealand some pics of the frame broken and they replaced under warranty I received this frame about 2 weeks later.

    Picked up the replacement frame from the postoffice opened the box to find a pre cracked chainstay - I guess that save you the trouble of assembling the frame and having to ride it to break it. Interestingly the chainstay was broken in exactly the same place as the previous frame.

    I Contacted niner newzeeland again and sent some pics, 3 or 4 days later got a reply to be told I'd have to wait 6 weeks for a replacement as niner was out of stock.

    So by now I'm about 10 weeks in to this saga $3000 lighter in the pocket have no bike to speak of for the effort and told I only have to wait another 6 weeks for a frame that in all probability will be just as rubbish as the last 2.

    I politely ask niner newzeeland for a refund as I'm just gona buy a frame elsewhere as my mental health can't deal with anymore of this. To which the reply was sorry can't refund it's our policy.

    Hmmm nice policy. Unfortunately consumer law in newzeeland, Australia and probably most western countries does not align with the policy of niner newzeeland. I find it really annoying to have to point this out as it would be just good customer service to refund the money if you can't supply. I also contact Brian in the US explaining the situation who sends me back a email stating niner newzeeland is indeed following company policy. Rrrrrrr.

    I then get an email asking me to take the frame back to the post office for an inspection so niner newzeeland can claim the insurance and get there money back on the broken frame.

    I think that's great I'm gona take time out of my day to make sure that niner newzeeland aren't out of pocket because of this last broken frame.
    Maybe not.
    However I did email them and say if they agree to the refund I will return the frame to the post office for inspection. About a week later and further emails from me pointing out the rights consumers have to a refund for damaged and unusable products they finally agree to refund me if I return the frame for inspection.

    I took the frame back over a week ago and still no refund!

    Just be careful guys I don't know if I'll ever see that money again it's been a horrible experience and when I cut the bottom bracket out of the first frame to claim my warranty it was pretty alarming how poor the carbon had been laid up but that's a post for another day.

    I've ended up buying a Cannondale fsi to race on at least the dealer is close buy has plenty of stock and cut me a good deal after I cried on his shoulder for about 20mins.

    Niner damm it

  2. #2
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    That's quite a saga and I bet it has been more than a little frustrating. Hope it all works out.

    I had some issues with headset fitment on the old RIP RDO and Niner came through (along with the seller) with two replacements to remedy the situation.

  3. #3
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    Given how easy it is these days for one unhappy customer to spread his/her story to thousands or more potential customers, I would think that they would be falling over themselves to make you happy. I actually had Salsa replace a cracked rear triangle AFTER it was out of warranty a while back, which I thought was pretty darn good service.
    Friends don let friends ride road bikes.
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  4. #4
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    With bikes being so similar now with their geo and most suspensions systems being dialed it. It really comes down to product quality and CS. My LBS isn't a fan of Niner CS. To point they say. "You sure you want a Niner? We are going to have to deal with Niner, and it sucks"

  5. #5
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    Quote Originally Posted by fiveo View Post
    With bikes being so similar now with their geo and most suspensions systems being dialed it. It really comes down to product quality and CS. My LBS isn't a fan of Niner CS. To point they say. "You sure you want a Niner? We are going to have to deal with Niner, and it sucks"
    To be fair, that statement has been made by many a customer about many an LBS. I would take LBS sentiment with a grain of salt as issues can arise from unknown sources. Not saying you're wrong but human nature creates conflict.

    This is also why I go with Backcountry/ Competitive Cyclist when making these kind of purchases. Then I know that I have the backing of a large volume dealer that has the reputation of working for the customer. Also, if they are carrying Niner...that says something. Full disclosure: I live over three hours from any real LBS with access to high end bikes so it is easy for me to make this choice.

  6. #6
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    At Niner Bikes, we work to understand the needs of our riders and when things go wrong, we do our best to work directly with the rider or their local bike shop. We have reached out to joshy7 directly and are working on a resolution.
    .........

    Peace,
    Niner Bikes

    Follow all things Niner Bikes on Facebook!www.ninerbikes.com

  7. #7
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    Is the aforementioned chainstay issue a "known issue"?

    I'm considering an air9 RDO but more for "trail" use than race (a 120mm fork hopefully) - worried a bit about durability. Any other bikes I should consider?

  8. #8
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    hi, from Argentina, Im a 2017 niner air rdo user, I would like to know how this story end. BTW it has been a great frame since I own it.
    thanks

  9. #9
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    Hey azille - case closed, Finally!!

    After more emails back and forth to niner US (who I think were playing good cop vs New Zeeland Niner Bad cop)
    I finally got my refund.

    Funny thing was despite all the hassles Niner New Zeeland still couldn't help but continue to claim they were correct not to refund.
    As i said to Niner US, why not say sorry and refund? just offering a slither of good customer service after all the dramas.

    Any way below is the last email I got from Niner New Zeeland before I received the refund - 5 days later.


    "Hi Josh

    Yes we were just discussing this. While the damage claim has not yet been given final approval by the carrier, we will process the refund and send you a credit note. The price of the frame will go back onto the credit card used for payment.

    Please understand that we were not trying to be difficult, nor is NZ law different from worldwide with respect to shipment is at the risk of the buyer. We will of course assist as much as we can to facilitate the claim process. We will be upgrading the visibility of the Terms and Conditions of Sale on our website to make this a lot clearer to our customers.

    Kind regards,"

    Makes you think twice about buying anything online from Niner hey.

    Also note their are no terms and conditions on their website or on the invoice for the bike.
    So i guess by upgrading the visibility of their terms and conditions they mean "create some terms and conditions"

    And i guess by "create some terms and conditions" they mean no refunds for products damaged in transit?

  10. #10
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    Quote Originally Posted by Niner Bikes View Post
    At Niner Bikes, we work to understand the needs of our riders and when things go wrong, we do our best to work directly with the rider or their local bike shop. We have reached out to joshy7 directly and are working on a resolution.
    Wow...... It should've never gotten to the point where he had to post this on a public forum.

    Save a nickle to lose a dollar.

  11. #11
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    well, at least you got your money back, btw did you end buying another brand or frame only?

  12. #12
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    My goodness how does Niner still sell bikes!

  13. #13
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    Shoot. I'm a fan of Niner and was thinking about replacing my 2014 Air 9 Carbon with the latest Air 9 RDO (I like the geo changes) but this makes me wonder... Especially as I'd use it for a long unsupported bikepacking race (so, lot's of extra weight on the frame). My Air 9 C did awesome (after years of abuse) in this race, bike and gear was 60 lb.

    Pity, I own a 2010 Air 9 Al/Scandium (now my son's bike), two Air 9 C (one for another son) and a 2017 RKT.

    I also heard from two different bikeshops in NJ that Niner was difficult to deal with and that's why they didn't carry their bikes.

  14. #14
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    Quote Originally Posted by pssaenz View Post
    Shoot. I'm a fan of Niner and was thinking about replacing my 2014 Air 9 Carbon with the latest Air 9 RDO (I like the geo changes) but this makes me wonder... Especially as I'd use it for a long unsupported bikepacking race (so, lot's of extra weight on the frame). My Air 9 C did awesome (after years of abuse) in this race, bike and gear was 60 lb.

    Pity, I own a 2010 Air 9 Al/Scandium (now my son's bike), two Air 9 C (one for another son) and a 2017 RKT.

    I also heard from two different bikeshops in NJ that Niner was difficult to deal with and that's why they didn't carry their bikes.
    X2. Saw this last summer. Been considering the same. Upgrading my trusty alum air 9 frame to an RDO. Yeah thanks but no thanks.

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