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BE CAREFUL WITH PRIME BICYCLES

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BE CAREFUL WITH PRIME BICYCLES
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flag danhill70
Posted: Feb 28, 2024 at 9:18 Quote
Hello everyone! I write this post very much to my regret, to inform you about the treatment that this brand, described by themselves as the quintessence, give to their customers. A brand whose cheapest bicycle costs more than €7,000

I bought a Prime Thunderflash back in October and everything has been disappointment. I wanted to change the brakes, and the internal wiring has a route that requires the swingarm to be removed. When going to loosen the through screw that holds the shock absorber, the lower one in this case, the mechanic observed that the screw, an Allen that acts as an axle, with a head on one side and a thread on the opposite side, did not rotate, either due to excess of sealant (loctite), or due to something abnormal in the screw itself or one of the two bearings inside. The fact is that it didn't turn and it didn't loosen. The mechanic, who had to stay still, had to use more force than necessary, and turned both the screw and the piece where it screws in, a black piece, supposedly fixed, that is embedded in the frame. And this piece, as it rotated, raised paint. Mechanic's failure, but a failure preceded by the fact that the screw did not turn. Meanwhile I wrote to Prime Bicycles, and they began to wash their hands, first to explain to me how to loosen a screw, and then to tell me that you have to hold the “fixed” black piece, which is impossible since it is embedded. I told them that I was no longer manipulating the bicycle, because it has a lifetime warranty, and because to loosen a screw I don't think so much difficulty is necessary. FOR SEVERAL WEEKS, AND AFTER SIX EMAILS, THEY DID NOT ANSWER ME. Of shame. That you spend thousands of euros on a bicycle and they don't even answer. I prepared a claim to European Consumer Affairs, and as a last bullet, I left them negative comments on social networks. What a coincidence, the next morning they were already writing to me. An engineer contacts me, and they tell me to send the bicycle. I send it, and I have a very big problem with the shipping company too, the bicycle is retained, it was even lost and in a lost and found warehouse, for almost a month, but well I am not going to go into the details of this. The problem was excess dimensions. The box must have been about half. Then I sent just the painting. Another circumstance that Prime Bicycles couldn't tell me before... It's clear, to me, that they didn't want the bike to get there. Because we are talking about weeks and months, in which they still do not answer emails, both to me and to the shipping company. I send it again, and after almost two weeks there, where I have also had to tell them what was happening, why didn't they solve the problem and inform me now, they answer me that the screw is already removed, that I had no problem and they told me They attach videos of the disassembled piece. And since it is fine, and it has been a consequence of manipulation in my workshop, then I should pay for the shipping of everything. I have answered that the aesthetic defect is indeed the fault of my mechanic, that I am not asking him to paint it or anything, but that the bicycle was sent for something, that it was not sent because of not knowing how to loosen an Allen screw, that something had, the What, we don't know... And I would have liked to see how they did it. They still won't admit their mistake, sarcastically sending me photos of an Allen wrench and a rubber hammer. I do not know what will happen. There are friends who recommend I pay it and forget about it. I've been riding since October, the bike hasn't even been released

In short, it is a shame that this treatment is received, especially after everything that has happened. I'll let you know what finally happens. I of course accept advice on how to act.

Thank you all for your attention. All the best
flag antelope820
Posted: Feb 28, 2024 at 18:32 Quote
Seems like the mechanic didn't know how to loosen it. So they told you how. Something you could have asked them about. But instead, raised a stink and wasted a bunch of their time.
flag chory
Posted: Feb 29, 2024 at 6:41 Quote
Even Ferrari is not free of flaws. You pretty much sound like a cry baby that wants some attention. If there was a problem you should have sent the frame to them with your brakes or ask for help before you screwed your paintjob or whatever.
flag danhill70
Posted: Feb 29, 2024 at 12:32 Quote
chory wrote:
Even Ferrari is not free of flaws. You pretty much sound like a cry baby that wants some attention. If there was a problem you should have sent the frame to them with your brakes or ask for help before you screwed your paintjob or whatever.

Si hubieras leido mi post, habrias visto que no estoy reclamando la pintura Estoy reclamando un error de tornillería
flag primebicycles
Posted: Mar 6, 2024 at 11:45 Quote
This complaint has been thoroughly analysed and found to be groundless. A detailed technical report was sent to the Customer on February 23, 2024 (5 days prior to the Customer's post on this forum), and further explanation was provided via email. We explained our decision: our analysis clearly indicates that the shock removal was carried out incorrectly, and the Customers objections do not align with reality.

The inspection confirmed that all relevant parts have correct dimensions, and the appropriate amounts of Loctite and grease in the correct locations were used during assembly. Therefore, no irregularities were found on our side.

The number of complaints we receive is minimal. Our primary obligation is to be objective and, if a given case is controversial, to consider the complaint in favor of the Customer. Unfortunately, this is not such a case.
flag danhill70
Posted: Mar 6, 2024 at 12:06 Quote
primebicycles wrote:
This complaint has been thoroughly analysed and found to be groundless. A detailed technical report was sent to the Customer on February 23, 2024 (5 days prior to the Customer's post on this forum), and further explanation was provided via email. We explained our decision: our analysis clearly indicates that the shock removal was carried out incorrectly, and the Customers objections do not align with reality.

The inspection confirmed that all relevant parts have correct dimensions, and the appropriate amounts of Loctite and grease in the correct locations were used during assembly. Therefore, no irregularities were found on our side.

The number of complaints we receive is minimal. Our primary obligation is to be objective and, if a given case is controversial, to consider the complaint in favor of the Customer. Unfortunately, this is not such a case.

Sabéis perfectamente que lo que digo es verdad. Es más, esto es solo un resumen de toda esta historia. Una historia que dura seis meses. Donde habéis estado en muchas ocasiones sin contestar emails, donde habéis contestado cuando habéis querido y lo que habéis querido. Donde me llegasteis a mentir diciendo que me habíais llamado por telefono. Donde un ingeniero, de manera absurda, me contesta que estaba de vacaciones, que cualquier ser humano tiene derecho a vacaciones, y que donde estaba de vacaciones no había internet y por eso no me contestaba. Es ridículo contestar eso a un cliente que compra una bicicleta de más de 7000€. Y no solo a mí, también con el problema de la empresa del envío, donde se extravió la bicicleta durante casi un mes, y no fuisteis capaces de informarme sobre las condiciones del envío ni de contestarles a ellos durante varios emails. Es vuestra responsabilidad como marca, tan prestigiosa que decís que sois, dar un servicio ejemplar. Porque vendéis un producto muy caro, y vuestro trato al cliente, al menos en mi caso, nunca ha estado a la altura. Os pregunté cómo habíais sacado el tornillo que venía mal de fábrica, y de manera irónica me mandasteis un enlace web de una llave de allen y de un martillo de goma. Esa es vuestra manera de contestar a un cliente que lleva seis meses con un problema, riéndoos de el.

Repito, esto es solo un resumen de estos meses, ojalá pudiera poner toda la información y las capturas de pantalla de lo emails sin contestar durante semanas. No he denunciado porque sinceramente quiero disfrutar de la bicicleta. Y no embarcarme en más historias. Pero el descontento y la decepción son mayúsculos
flag danhill70
Posted: Mar 6, 2024 at 12:19 Quote
Si alguien de este foro tiene dudas, solo tiene que escribirme. Lo tengo todo guardado. Todos los emails, absolutamente todo
flag antelope820
Posted: Mar 6, 2024 at 15:17 Quote
This was all evident just based on OP's post. Sorry ya'll have to deal with this kinds of stuff.

primebicycles wrote:
This complaint has been thoroughly analysed and found to be groundless. A detailed technical report was sent to the Customer on February 23, 2024 (5 days prior to the Customer's post on this forum), and further explanation was provided via email. We explained our decision: our analysis clearly indicates that the shock removal was carried out incorrectly, and the Customers objections do not align with reality.

The inspection confirmed that all relevant parts have correct dimensions, and the appropriate amounts of Loctite and grease in the correct locations were used during assembly. Therefore, no irregularities were found on our side.

The number of complaints we receive is minimal. Our primary obligation is to be objective and, if a given case is controversial, to consider the complaint in favor of the Customer. Unfortunately, this is not such a case.
flag DoubleOverhead
Posted: Apr 22, 2024 at 6:26 Quote
A friend who is interested in buying a PRIME just forwarded this post to me because it made him hesitate and I thought it might be worth to share my experience with PRIME.

My 5 Cents:
- I’m riding a Thunderflash since Oct. 2022 and I ride mountain bikes for over 20 years now with brands all across the board - for me, the PRIME is clearly the best bike I ever had so far
- ALL my correspondence with PRIME was flawless so far although I know that I‘m not talking to Canyon or Specialized with huge service departments (although another friend is waiting for over 5 months for his warranty covered broken CANYON frame to be fixed) - the longest time I had to wait for an answer was 4 working days
- minor issues (bent derailleur hanger after crash) where solved instantly and without charge although it was clearly my fault
- everyone I know who rides PRIME loves the bike and has good experience with their service in case necessary
- regarding the issue the poster had with the damper axle I think I know what he is referring to - when you take out the damper sometimes the lower screw is pushing out the thread/nut on the other side and due to non existing tolerances in the frame the screw can get stuck but you have the same phenomenon with all kinds of axles in forks and frames and it’s really a no brainer to solve this. If his mechanic really scratched the frame with this he clearly doesn’t know what he is doing.
- regarding shipping companies: I work in biotech sales, we ship products worth 50-100k€ on a daily basis and it’s horrible to see what kind of a bad job carriers sometimes do. Obviously this is frustrating for customers but companies cannot be made responsible for every bs that is caused by shipping companies/carriers.

I really feel obliged to protect small high quality brands of bad reviews like this, especially if it is a brand like PRIME that offers exceptional products and has such an amazing team with an excellent customer focus.

Hope that this really gives people another perspective and that I will see more people having a primetime in the future Smile

Just a fun fact on the side. I’m still waiting for my Rolex submariner (which is from 2020 and looks almost identical to the models from the 1960s) for over 8 months to return from the Rolex service - would I hesitate to buy Rolex again? Of course not - if only the waiting list for a new model wouldn’t be 5+ years…
flag danhill70
Posted: Apr 26, 2024 at 22:28 Quote
Me alegro de que tu experiencia con Prime haya sido satisfactoria y completamente distinta a la mía. Yo he descrito la mía, que fue horrible. Fue así y me veo en la obligación de contarlo para futuros usuarios de esta marca
flag danhill70
Posted: Jun 10, 2024 at 5:56 Quote
https://www.vitalmtb.com/forums/hub/prime-bicycle-still-availablealive-0

I’m not the only one they ignore
flag tipfi
Posted: Jul 31, 2024 at 5:20 Quote
are you crazy? they have a super good service, and if you have to wait a day or two, whats the problem? i changed the brakes and shifter without any problem. if you have the skill and tools for the job Wink i own a thunderflash since summer 21. it's the best enduro bike i've ever swing my leg over! the quality is more then everythinh you want! i never!!! changed a bearing on the frame beside the botton bracket! and i ridden 3 years in the bikepark and on hometrails. i hope new customers don't get hung up on you're questionable review! good to see some guys that are see what i see, a guy who want to blame others for they're own fault
flag mtbandskiforlife
O+
Posted: Oct 9, 2024 at 10:44 Quote
I'm another Thunderflash owner and I came across this post when looking for some info on maintenance. I can say that this bike has the most thorough engineering and design of any bike I've owned in the 25+ years I've been mountain biking (I'm also a Mechanical Engineer). Their customer service has been outstanding as well. I recently went to replace my dropper cable for the first time and called them to ask for some advice in getting the housing to go through. I'm in the U.S. and it was after working hours when I called with the time difference. I didn't get a hold of anyone or leave a message. Despite this they called me back the next day and offered to send detailed instructions via email.

Replacing cables on this frame is a bit of a pain, but it's no worse than any other bike I've replaced cables on with interal routing. The ports are well thought out though and the frame has internal guiding. My hang up with the dropper is that the housing was catching on a lip in the seat tube during insertion, but this was easy to overcome. Modern bikes require some knowledge and skills to work on properly. The key is taking the time to learn these things if you intend to work on them on your own. If you don't have the right knowledge, skills, or tools you can and likely will damage your bike. The problems mentioned in this post sound like they were entirely user error.
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