Addressing problems head on, correcting them, and trying to keep your customers happy. Sounds to me like you are handling your business. Keep it up and you're bound to keep growing.
I’m genuinely so pleased by the ethos of your approach. While no one wants to have a cracked frame, this is the solution that is the most sustainable, and I think that has merit.
Great response Joe, I agree with not replacing but preferring to repair. When you buy something like a Spur you have to be understanding of the fact it is still basically a prototype and accepting of a repair. If it has a high numbered production murmur for example I can see asking for a refund could perhaps be an option, the frame can still be repaired and sold back on to a new life but riders should want a repair. My Murmur has been faultless since it was completed having done a summer of racing.
Amazing job addressing a reviewer's comments. Your point about repairing the bike instead of scrapping it and sending a new one is something I'd love to see more of. That said, I did buy a carbon bike so it's not a fixable frame, but now I have more respect and higher consideration of a steel bike.
I'm very fond of your bikes and I guess I would ride a starling if I wouldn't ride a Cavalerie Anakin which I have no issues with for 7 years now. I'm really sorry to hear about the issues with the gear box as they'd deserve to be more popular. In case you ever go into production with gearboxes again - have you ever considered offering a gates option?
Fair play for addressing this, it’s good to see. It seems like a refund was justified, but also appreciate your position as a small manufacturer. Personally, these situations make me lean towards using a LBS - it means less choice but more trail time.
@@MrSupermugen it’s more to avoid the hassle from my perspective. Sending fox kit to silverfish is relatively easy, but I like being able to drive a relatively short distance to where I bought the bike. Having said that, I’ve had 2 YTs, hammered the absolute crap out of them, and never had a big problem. I’ve started looking at the more niche brands as I like the idea of not dealing with a huge corporate company, but there are definitely compromises. If you have a good LBS you can avoid the corporate BS.
@@jamsxr I've had considerably more hassle with Big brands, giant and trek for e.g waiting forever for answers on warranty etc. While Im not a huge fan of canyons QC and how they go about admitting their problems, The Canyon AUS service center is better than any other CS ive ever dealt with. Respond on live chat and hear about warranty stuff within a day. canyon i had a new frame and they paid for it to be rebuilt all within 2 weeks.. i wanted over 6 months for a reign frame(after a month of arguing with giant) and they refused to pay to get it built back up.
@@MrSupermugen I guess it’s luck of the draw. My MTB is a direct to consumer brand, but I was adamant my eMTB had to come from a LBS - all motors seem to suffer issues and my LBS will swap out the Brose motor within 24 hours, sometimes same day.
Leaning even more into buying this in favour of my Banshee Paradox. Just a few issues with geo. I like the Stack of my Banshee Paradox V3 XL. I guess that can be fixed with some headtube spacers. I wish it was a bit steeper in the seat tube while running 150mm Lyrik. With a 150mm I got 63 degrees on headtube angle, but 74-75 on Seattube angle. EFFECTIVE seat tube angle on the Spur with a 170mm fork is most likely going to be similar to the Banshee Paradox V3, and I think that is what keeping me from climbing efficiently. Maybe 2024 iteration of the Spur!
Yes, we would. We would ensure any new frames, or warranty frames would have the required repairs/strengthening in place. But many other companies who have their frames made by other companies in large batches, will send out warranty frames that they know have issues. I know people who have had several warranty frames, that all develop the same failure. We wouldn't do this....
The frame probably wasn't heat treated to begin with I suspect, no particular advantages unless you're just talking for stress relieving purposes, and even then the advantage would be minimal if it's been welded or brazed properly.
Can paint crack before a weld? I'm assuming the paint is less flexible? I've heard this mentioned with carbon frames too in the high stress areas where brands refer to it as just a paint crack but normally seem to replace it under warranty anyway. Would love to hear your thoughts?
If its powder coated the Frame has to have actual movement.. ie a crack for the paint to crack. Its the same with carbon, Paint doesnt just crack lol, it flakes from being hit but cracking is a movement underneath. never ever let a brand tell you "its just the paint"
Given that you have stopped supplying the Spur until Effigear get on top of their QC issues, what is the confidence level on the robustness of the gearbox in Paul's competition bike?
I watch Ashtons channel, it really great to see how you are able to address any issues before they become problems. And best of all repair the bike with the issue. I'd be damp proud to ride a bike from a company that demonstrates this ethos. Well done.
Having just bought a bike in the UK you'd be liable for vat and import duty. But you wouldn't have to to pay the 14% levy because the bike is actually made in the UK. It really comes down to what value is placed on the bike when it's shipped do they put full retail price or lower value down the price of the raffle ticket
@@Andy-co6pn well there's two issues there. It's technically tax fraud to do so. But separately if the bike is lost or damaged in transit and has a low or zero declared value any insurance is useless. Its possibly easier and cheaper to just fly over and collect it in person
