Polygon / BikesOnline Clown Show

PB Forum :: All Mountain, Enduro & Cross-Country

Author	Message

Jdo202

Posted: Sep 29, 2023 at 14:01

Quote

TLDR - Polygon / BikesOnline bikes/pricepoints are great, but if you have an issue, you'll wish you bought a different brand from a LBS.

During the pandemic bike shortage, I bought my wife a Polygon Siskiu T7. It's been great. A year later, still no inventory at the only LBS w/in 30 minutes, my kids were getting into mountain biking, so I got another T7 and a D24X from BikesOnline. They were great for a while.

The D24X fork suddenly had a problem in late July this year. My son weighs 75 lbs and doesn't jump anything larger than off a curb, and the bike didn't have many hours. So I reached out to BikesOnline, who asked for pics and video of the problem. The fork would blow through about 1/3 of travel and then stop with a loud clank. BikesOnline gave me the runaround for about 3 weeks, asking for more pictures, saying the axel was broken (it wasn't), etc, until they finally said I could pay to ship the fork to the company that does their suspension service, and if it's a failed part under warranty, BikesOnline will cover the cost to fix and the return shipping. A great new LBS opened 10 minutes away, and they took off the fork and shipped it.

The suspension service company confirmed that there was a manufacturing defect causing a circlip to fall off. They have to replace the uppers and should be able to ship it back within a week. I checked in weekly, and they kept saying, "yes, we'll get it to you next week." This went on through July, August, and most of September. They couldn't get the part, the part was coming in the next shipment but then that shipment arrived missing half the stuff, the shop was closed because they were replacing all the shelving (not kidding), I finally get the fixed fork back to my LBS last week. On monday, they go to install it, but when they added air, it was leaking oil. It's on its way back to the suspension company again (on their dime this time) and they promise a quick turnaround.

While the bike was at the suspension shop (I'm not naming them because they still have my stuff and I think they guy's hands were tied by polygon's suppliers), I tried to get BikesOnline involved again. They were very little help, but gave me a $50 credit to use in their store for my troubles.

I've reached out to Polygon too, but they say I have to deal with BikesOnline. BikesOnline slow-walked me and eventually handed me off to the suspension shop. The suspension shop admits the delays were inexcusable, and then sent back a fork with a new problem. This is what you get buying from BikesOnline.

My son was without a bike almost all summer and still doesn't have one. Lesson learned: buy from a good LBS who will advocate for you if there is a warranty claim. Polygon / BikesOnline tries to give you the runaround until you give up. I think they Polygon bikes are great, but if you have an issue, you're screwed.

tidalfreediving

Posted: Feb 18, 2024 at 9:54	Quote
I've had really opposite experiences lol Polygon has been great to warranty anything I've had wrong and pretty quickly. Im awaiting the new t9 now.

wb3jma

O+

Posted: Feb 20, 2024 at 17:56	Quote
This is why I avoided them there were just enough of these horror stories that I knew my luck I would be one of them If I bought from them.

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