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Thread: Evil Bikes customer service warranty experiences - read and beware

  1. #21
    MoJo Cardinal TheX's Avatar
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    Saddens me to see people get treated like this.

  2. #22
    MoJo Mother Superior crazyt's Avatar
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    Quote Originally Posted by Seths Pool View Post
    he as in me or he as in evil?

    and if so, im fine with that, whatever. but then why did the stupid guy waste my time and money by having me send it in knowing that the warranty was void from the very beginning.

    bleh. whatever, all good
    evil rep. It clearly reads they will not warranty a custom finish, i.e. they will not pay to repair a custom finish. It says nothing about a custom finish voiding the warranty. It is extremely clear evil is wrong. Please post to MTBR plus post the text, they will get eviscerated.

  3. #23
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    Quote Originally Posted by Teamsloan View Post
    The original front triangle wasn’t custom painted though right? Unless you tried powder coating your frame, I don’t know why painting it would hurt anything.


    Sent from my iPhone using Tapatalk
    FYI - can't powdercoat carbon. Powdercoating requires electricity. Therefore, it had to be wetcoat, which does include chemicals.....
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  4. #24
    MoJo Mother Superior Cheif's Avatar
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    Quote Originally Posted by AntonioGG View Post
    Devil's Advocate hat on: Would the concern with painting be a possible incompatibility between the paint system being used and the epoxy in the CF or the gelcoat that protects the CF? PPG says to prime with an epoxy primer. I bet the worry is someone could spray a paint system intended for metal that has a solvent that would weaken either the gelcoat or epoxy in the CF.

    I agree with Matt though, the wording to me read like they will not re-paint your custom paint on the replacement part.
    The frame is painted from factory. I don't think Evil ever did a raw finish. All bikes are painted with the same materials used for automotive refinishing. There's no incompatibility issues with painting carbon. It sucks that Evil won't step up in this situation. I hope I never need to have mine warrantied.
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  5. #25
    prodigal son of Austin Teamsloan's Avatar
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    Quote Originally Posted by Shinerider View Post
    FYI - can't powdercoat carbon. Powdercoating requires electricity. Therefore, it had to be wetcoat, which does include chemicals.....
    It was more of a joke, not only is the carbon not conductive, but you'd have to bake the frame which would definitely affect the resin.
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  6. #26
    MoJo Friar Freeride512's Avatar
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  7. #27
    MoJo Mother Superior AntonioGG's Avatar
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    Quote Originally Posted by Teamsloan View Post
    It was more of a joke, not only is the carbon not conductive, but you'd have to bake the frame which would definitely affect the resin.
    Carbon is conductive, not the gelcoat of course.
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  8. #28
    prodigal son of Austin Teamsloan's Avatar
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    Wow, I was totally misinformed on that. Either way, trying to powder coat a carbon frame would not end well.
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  9. #29
    MoJo Cardinal TheX's Avatar
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    Quote Originally Posted by AntonioGG View Post
    Carbon is conductive, not the gelcoat of course.
    I was just going to reply with the same info.

  10. #30
    Ayatollah of Rock and Rollah mack_turtle's Avatar
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    Did you post this elsewhere? I have a bowl of popcorn here and I can't view the Evil Facebook page.
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  11. #31
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    First - I agree with Seth on this. Evil has handled this very poorly.

    But - about painting voiding the warranty

    1) Painting is not likely to be the problem. Preparing to paint is the problem. Some people will sand with a power tool. If they grind into the carbon they create a weak spot that is very likely to cause a failure. Even a small nick in carbon fiber structures cause a stress concentration that is likely to lead to a fatigue failure. ("Fatigue" is an engineering term for what happens when a part is stressed / unstressed over and over.) The small nick is likely to be thought to be no problem because peoples' experience with metal parts makes them think it is not a problem for composite parts too. It is the idea that 'carbon is stronger than metal and that would not cause a metal part to break - therefore the carbon part should not break.'

    2) Some people will use a chemical stripper to avoid sanding the old finish. Those strippers chemically attack the bond of the old finish in order to remove the old finish. That same chemical can attack the bond of the structure and cause weak spots. Keep in mind that the carbon fiber is "fiber". There are tiny pores in the carbon fiber parts. The stripper can be drawn very deep into the structure and cause all kinds of debonding problems where you can't see. I would void any warranty on a composite part if I knew paint stripper or chemical "deglosser" had been used on it.

    3) Some people will refinish (paint) a part that shows signs of impact damage so they can claim the part failed while "just riding around". What Evil did was bullshit but I bet this has been pulled on them and someone tried to warranty it. It does not take many people doing something like this before warranty claims get denied because of 'hidden damage'.

  12. #32
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    I've broken 2 aluminum Giant Anthems, 1 aluminum Orbea Occam and 1 carbon Orbea Occam. All were replaced w/o question, hassle or horseshit. Hell, the Orbea guys upgraded me to carbon after the AL broke just cause they feckin' felt like it.

    It seems like these cats at Evil are either dealing with a real tard of a CS manager or they have some corporate policies that were designed to necessitate a crash-replacement for their company's worth. Either way, there are enough choices out there (with a fuckin' lot less pivots I might add) to not even have to take a risk with these clowns.
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  13. #33
    Fuhlauto Balogna Ridenfool's Avatar
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    If others are having the same or similar issue this would appear to be poor engineering for the stresses on the part of the manufacturer.

    Kinda like when the Niner RIP 9 had breakage on the initial design, except that Niner stepped up and replaced all broken frames. First from existing stock and then from the new design for every claim that was made.

    If Evil is working on so tight a margin that they think pinching the customer for their problem is the answer they may eventually find that a tarnished rep is more challenging to overcome than the cost of providing customer service.
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  14. #34
    MoJo Bishop Dr. D's Avatar
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  16. #36
    MoJoMoRon bartman's Avatar
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    Ok so if no one else is going to pick the low hanging fruit... the name gives it away..Evil...
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  17. #37
    MoJo Pope Ganderson's Avatar
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    Devils Advocate..

    Where does a smallish bike company draw the line with stuff like this?

    I mean, for every legit claim like Seth's they must get a ton of customers who actually DID cause the problem themselves but will swear to god that they didn't to avoid paying more $$$ vs Evil who have a business responsibility to not give away unwarranted free stuff while also keeping customers happy or risk reputation damage via social media... enter the crash replacement program which is supposed to bridge that gap.

    The situation definitely sucks as I'm sure Seth has a real claim being the only person involved who knows exactly what did and didn't happen, but it's not exactly THAT cut and dried from Evil's perspective either.

    That said, it's probably better for Evil to err on the side of the customer in iffy cases like this to avoid getting nuked on the internet.

  18. #38
    Shop Owner/Frame Builder CBaron's Avatar
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    Quote Originally Posted by Ganderson View Post
    Devils Advocate..

    That said, it's probably better for Evil to err on the side of the customer in iffy cases like this to avoid getting nuked on the internet.

    Sometimes the problem is that you can't (fiscally) afford to 'regularly' err on the side of the customer. Pure economics are at play here, and only Evil knows how that math works out.

    Later,
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  19. #39
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    Quote Originally Posted by Cheif View Post

    Summary of the article: 'Cool' company has a style/design sensibility that people like, but they're being drowned by warranties on broken frames.


    . . .
    Walsh, dressed in almost all black with a five o’clock shadow, would fit as comfortably at a pump track or skate park as a punk show or chic East Coast night spot, a reflection of the rough-but-culturally rich area of Boston where he grew up. While far from mountain bike trails, it was thoroughly pervaded by the alternative cultures, both sporting and musical, that would later direct his rebel views of the sport and industry.

    . . .

    "When a process takes two years to come to fruition, it’s incredibly difficult to steer in a different direction, much less start over. The prototypes had ridden incredibly, mechanical and ride testing was more than successful, so the factory had been given the full go-ahead. But as production frames started to arrive, so did warranties. Cracked welds, blown or misaligned linkages, a World Cup frame packed with bondo. Something was seriously awry in Taiwan, and trips to the factory to fix the problem only led to more broken promises. And more broken frames."

    “There was a lot of debt, a lot of negativity around it, but the bikes rode great and people loved them,” Walsh says. “To me, it was all a speed bump—if we had a design that was subpar I think I would have thrown in the towel, but I still hadn’t gotten to say what I wanted to say or do what I wanted to do.”

    So Walsh began looking for a new factory, and decided on an at-the-time unconventional idea: a full-carbon downhill rig. It wasn’t the obvious benefits that drew him to carbon; it was the lack of variability. While allowing for flexible design, carbon requires no welding, no heat treating: it’s a mold, and after feeling the scalding repercussions of poor quality control Walsh wanted as predictable a manufacturing process as possible. Add this to a supple ride and skimpy weight, and Walsh decided carbon was the high-performing skeleton for Evil’s new creations.

    For a year and a half while the new production process developed, Walsh waited and lurked in the shadows while taking a beating from people waiting on warranties. Using money from Superbig to keep the lights on and dream alive, Evil continued to breathe.
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  20. #40
    Live Medium Bamwa's Avatar
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    I blame the awesome strap.

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