Bianchi and other brands customer service

Discuss light weight issues concerning road bikes & parts.
Boshk
Posts: 188
Joined: Wed Jul 19, 2017 2:59 am

by Boshk

Whats your experience with the various brand and their customer service?

USA is probably very different from the rest of the world, you guys probably get good service?

The only positive experience I have had was with Factor.
I don't have any of their bikes but I was so close to getting one purely based on their customer response and willingness to deal with a single customer who was only planning to buy ONE bike.
I basically emailed them regarding an O2 bike and one of the owner (Baden) actually responded. He then preceded to forward my email to 2 other colleagues whom replied within 48hrs. The only reason I didn't buy was budget.

I emailed Specialized regarding my Diverge BB conversion and they responded quite quickly too.

My new bike, Bianchi, customer service is awful. I'm trying to register my bike on official website but couldn't. I emailed them on both the regular and warranty email and nothing. Its been 3 weeks now.
I get it, they are an italian brand so communication maybe be slightly slower than normal but 3 weeks+??

Whats your experience with other brands and the country you are in? Colnago, Pinarello, Focus, Cervelo, BMC, Parlee etc etc?
Oltre XR3, Diverge DSW

by Weenie


uraqt
Posts: 810
Joined: Mon Apr 03, 2006 8:53 am

by uraqt

Customer service is one of the reasons I bought a Cervelo. They recalled/replaced frames and forks issues that weren't even their issue. They have been more than reasonable helping me out with my issues. However all of my interaction were before PON bought them.

C

Rexenes
Posts: 4
Joined: Tue Oct 10, 2017 10:07 am

by Rexenes

I contacted Bianchi by e-mail regarding a broken BB-housing 5-6 months ago. No reply so far..

Geordiepaul
Posts: 55
Joined: Fri Jun 30, 2017 7:15 am

by Geordiepaul

Bianchi are truly awful.
I made a warranty claim in March this year due to a cracked frame. It took them 2 months to approve it after inspecting it in the UK, then deciding they need to send it to Italy. Then a further two months to send a replacement and then when the replacement arrived I found they'd recalled the forks. So really they shouldn't have sent the frame. This happened just before the Italian August shutdown! Anyway I'm still waiting for the replacement forks!
Will never buy a Bianchi again!

I then bought a Trek Emonda SLR Project one frameset based on my previous warranty experiences being excellent. The frame arrived pretty quick for a project one. However it cracked when tightening the seatpost (there's a post on here about it) They fannied on far too long deciding what to do, then eventually insisted the frame and seatpost be sent back. It was a clear warranty case, anyway they agreed. The replacement took ages and when it did arrived the paint wasn't as I'd specced! They offered to replace or give some free stuff. So managed to haggle some Bonty XXX integrated bar and stem worth quite a bit on money which did ease quite a painful process.

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wheelsONfire
Posts: 1757
Joined: Mon Jul 07, 2014 8:15 am
Location: NorthEU

by wheelsONfire

All i have ever seen or heard of Bianchi and warranty, or anything for that matter seems awful.
I don't know what is on the other side though!?
With which i mean, what's the best or better companies?
Seems Cervelo is popular.
Ax Lightness was great (Nils Wiedemann), hope something new comes from them pretty soon.
Also like the Open guys.
Bikes:

Ax Lightness Vial EVO D
Paduano Racing Fidia
Open *UP*
https://opencycle.com/showcase/the-xplo ... eelsonfire

Js2
Posts: 9
Joined: Mon May 08, 2017 6:55 pm

by Js2

Good luck with Bianchi.

I had an issue with a Specialissima frame shipment from a bike shop that went south. The frame got damaged in shipping, long story short LBS got the bianchi rep involved as a warranty claim. Once Bianchi found out it was the LBS fault (packaging) they didn't even bother replying to my email.

I asked them if a the matte fluo celeste was discontinued since the LBS I ordered them from claimed that Bianchi is no longer producing the frame in that colorway (Matte Fluo Celeste). Once they realize they don't have to deal with a non-warranty issue they just ghosted me despite me working with them directly to prove that it was not Bianchi's fault that the frame was damaged. I ordered a complete build -wheels and the LBS didn't pack it properly which resulted in free-swinging rear derailleur that took out a big chunk of paint on the chain stay.

I didn't receive any follow up on the issue at all and they didn't even bother to respond even though I was in direct contact with the Bianchi USA rep all this time (Bill Ladish).
For a premium Italian heritage brand I expected a lot more. But at the end of the day even Walmart have better customer service :roll:

I will never buy a Bianchi.

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jekyll man
Posts: 1306
Joined: Wed Apr 25, 2007 10:23 am
Location: Pack filler

by jekyll man

Boshk wrote:Whats your experience with the various brand and their customer service?
My new bike, Bianchi, customer service is awful. I'm trying to register my bike on official website but couldn't. I emailed them on both the regular and warranty email and nothing. Its been 3 weeks now.
I get it, they are an italian brand so communication maybe be slightly slower than normal but 3 weeks+??



hmmm, i actually registered mine 4 times as the webpage said there was an error. Might be worth checking that it is already done.

From what i remember, the registration page flipped from English to Italian halfway through or something just as daft...

I dont think its actually Bianchi that have the bad customer service; its the local distributor network who tend to be small independants with an "operate out of their shed" type outlook, and a stuck in the 1970's idea of service.
Official cafe stop tester

Boshk
Posts: 188
Joined: Wed Jul 19, 2017 2:59 am

by Boshk

Well, the bike XR3 looks great, pretty stiff, not quite a ww, was 7.4kg, super smooth, but that's Campagnolo not Bianchi haha, handles good.....lets just hope nothing cracks...'fingers crossed'
...otherwise onto a better brand....probably Factor with the way they responded to my emails knowing full well there is only a 50/50 chance I would buy their frame.

Love to know Pinarello, Colnago customer services though....
Last edited by Boshk on Thu Oct 12, 2017 11:21 am, edited 1 time in total.
Oltre XR3, Diverge DSW

Boshk
Posts: 188
Joined: Wed Jul 19, 2017 2:59 am

by Boshk

Geordiepaul wrote:Bianchi are truly awful.
I made a warranty claim in March this year due to a cracked frame. It took them 2 months to approve it after inspecting it in the UK, then deciding they need to send it to Italy. Then a further two months to send a replacement and then when the replacement arrived I found they'd recalled the forks. So really they shouldn't have sent the frame. This happened just before the Italian August shutdown! Anyway I'm still waiting for the replacement forks!
Will never buy a Bianchi again!

I then bought a Trek Emonda SLR Project one frameset based on my previous warranty experiences being excellent. The frame arrived pretty quick for a project one. However it cracked when tightening the seatpost (there's a post on here about it) They fannied on far too long deciding what to do, then eventually insisted the frame and seatpost be sent back. It was a clear warranty case, anyway they agreed. The replacement took ages and when it did arrived the paint wasn't as I'd specced! They offered to replace or give some free stuff. So managed to haggle some Bonty XXX integrated bar and stem worth quite a bit on money which did ease quite a painful process.


I guess everything has to go back through to the bike's origin.....even if UK Bianchi backs you up, they still need to get approval from the Italy, same for US guys I guess.
Oltre XR3, Diverge DSW

fromtrektocolnago
Posts: 980
Joined: Sat Dec 07, 2013 10:15 pm

by fromtrektocolnago

Customer service starts with the local bike shop. I only purchase shops from are known for standing by their customers. As far as relying on the manufacturer, it's something you hope you never have to deal with.
Colnago C-59 (Dura Ace)
Firefly(Ultegra)
Trek 5200(ultegra)

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Mockenrue
Posts: 377
Joined: Mon Aug 20, 2012 10:32 am
Location: UK

by Mockenrue

Boshk wrote:Love to know Pinarello, Colnago customer services though....


Colnago have always been prompt in replying to my requests for serial number validation when considering a used frame. Windwave (UK importer) are also pretty good at responding to queries.

3Pio
Posts: 831
Joined: Wed Mar 09, 2016 7:13 pm

by 3Pio

I dont expect good service from Pinarello, since i had a arogant experience with them for even less things then replacing the frame.. But who knows..

About Bianchi's, ok experience, but maybe is because of dealer.

I ordered for my self Bianchi Pista Sei Giorni, and there was dent on the seat tube..

So i asked for warranty. They contacted Bianchi, and they aprove the new frame. But when new frame arrived, it was a bit different then original. Mine was Made In Taiwan, the other one was Made In China.

Also there was slightly lower paing quality on the Made In China Frame, and also the decals was a bit mismatched.. So i refuse to take it.. Then they offer me to refund me whole amount and to leave the bike there (after 2-3 months using in City Duties). At the end i decide to keep dented frame, and im riding every day for commuting 3 years since then and no problems..

Also few XR2 cracked frames, and they waranted with new frames no problems (even they wait 2-3 months for new frame).

There was also a case, when a friend bought second hand XR2 frame (delivered trough local dealer), and the second owner discover the crack in the frame.. As first Bianchi asked the frame to check if it's warranty or not, and during dissasmble there was another crack showed.. So Bianchi answered that not nessesery to get the original frame, but they dont have XR2 so they'll send XR4 (with small difference in paying). Few months later, my friend is riding XR4 :)

I guess it's very depended from the local dealer also...

bilwit
Posts: 435
Joined: Sun Apr 03, 2016 5:49 am
Location: Seattle, WA

by bilwit

fromtrektocolnago wrote:Customer service starts with the local bike shop. I only purchase shops from are known for standing by their customers. As far as relying on the manufacturer, it's something you hope you never have to deal with.


This. More definitively, it starts with the dealer you purchased from. The actual manufacturers don't care about the end-user, they already sold the product to distribution so whether an end-user buys it from a reseller or not doesn't matter to them. It's up to the dealer to work with them to handle whatever warranty or service problem you have with the product. The problem with this is that resellers aren't specialists and generally don't really know jack shit about specific products, just sales baselines.

It's exactly like any other industry: IT, cars, etc.

TheBlackPath
Posts: 19
Joined: Fri Sep 15, 2017 2:20 pm

by TheBlackPath

bilwit wrote:
fromtrektocolnago wrote:Customer service starts with the local bike shop. I only purchase shops from are known for standing by their customers. As far as relying on the manufacturer, it's something you hope you never have to deal with.


This. More definitively, it starts with the dealer you purchased from. The actual manufacturers don't care about the end-user, they already sold the product to distribution so whether an end-user buys it from a reseller or not doesn't matter to them. It's up to the dealer to work with them to handle whatever warranty or service problem you have with the product. The problem with this is that resellers aren't specialists and generally don't really know jack shit about specific products, just sales baselines.

It's exactly like any other industry: IT, cars, etc.


but this is weird anyway... at the end of the day is the manufacturer brand that gets damaged, and not the distributors. I think that the manufacturers should take care and do quality control of all the links of their customers relationship. It is not that difficult, especially considering premium brands...
I agree that most trouble processing warranties depends on the dealer capacity and relationship with the manufacturer.

I was recently sourcing for a new frame online... several months sending e-mails. Went with the dealer that had a "normal" rate of response.. would take 1 or 2 days to reply, would answer the most stupid questions and even take pictures of the frame so that I could see some details. I am talking about Salden.nl ...at least buying from them was really nice. I hope I don't need to test their warranty :)

My firts option was a BMC... but I just could not find a dealer in Europe who behaved "normally" for SELLING... imagine if you have trouble. So I gave up on BMC...

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wheelsONfire
Posts: 1757
Joined: Mon Jul 07, 2014 8:15 am
Location: NorthEU

by wheelsONfire

When i had troubles with a not mentioned frame, the dealer was only going for what the manufacturer said.
I had to fix all issues myself. It proved that was the best thing to do.
Bikes:

Ax Lightness Vial EVO D
Paduano Racing Fidia
Open *UP*
https://opencycle.com/showcase/the-xplo ... eelsonfire

by Weenie


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