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

  1. #1
    Mojo Bike Part Terminator Seths Pool's Avatar
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    Thumbs down Evil Bikes customer service warranty experiences - read and beware

    Hello everyone -

    im posting this to facebook, Pinkbike, MTBR, and will be creating a public facebook page to hopefully allow others like myself who have had experiences dealing with Evil Bikes customer service warranty claims, share those experiences publicly, in order to give insight to our experiences and prevent the same from happening to other people.

    MY STORY - (yes its long but read it to understand everything)

    Bio - 31 yrs old, 205-210lbs, enduro/AM/DH racer/rider. been riding mountain bikes since about 2008

    So i built my first Evil Wreckoning in early 2017, rode it part time as i had 2 other trail bikes at the time which i rode more often than the Wreckoning.

    fast forward to October 2017.

    it was a friday practice before a 2 day enduro event in burnet, Texas. i pre rode all the stages that day, didn't have any crashes, and on my way back to the parking lot, i just so happened to look down and notice a big super clean crack on the underside of my down tube, right in the middle between the head set and bottom bracket.

    as it was painfully obvious this wasn't related to a crash or indicated a crash in any way whatsoever, i wasn't worried at all that Evil Bikes would cover the front triangle under warranty. I call them the same day, set up an RMA, packed up the entire frame and shipped it to them at Evil HQ.

    I was working with Mike, the customer service/warranty rep for Evil Bikes. We talked on the phone, he asked me a bunch of questions about my weight, riding style, blah blah blah, he sounded thoroughly interested in getting to the bottom of what happened to cause the frame failure, and then i didn't hear from him at all for about 2 weeks. He would not reply to my emails and we had zero contact.

    i finally got a call from mike, we started talking about the verdict of my frame and the solution.

    this is not fabrication of words - this is truly what was said -

    Mike says - "i have determined that this was caused by a crash, because i was able to replicate similar damage to a frame using a baseball bat, which cracked the carbon and didn't make any marks to the exterior finish of the bike. the crash replacement cost will be +/- $650."

    ***are you fucking kidding me? you mean to tell me that the scientific procedure happening at Evil Bikes HQ to determine warranty claim validity is HITTING BIKES WITH BASEBALL BATS?!?!?!?! I'm not expecting a bunch of scientists with white coats and beakers with green bubbling fluids and charts and graphs and shit in the basement of evil, but sure as hell expect more than hitting bikes with wooden logs like a bunch of geico cavemen***

    i flat out disagreed and said that didn't make any sense, and that i also expected premium customer service when I'm buying a $3k bike frame. if someone sells you a $3k bike frame, they'd better be sure it was accidental damage before just brushing it off their shoulder and sticking you with a $650 bill!

    i was pissed off and said i didn't know what i wanted to do, said i would call him back later and decide what to do.

    i actually called back about 20 minutes later and said "you know what, just go ahead and send me my frame back, I'm not paying the crash replacement". and i could hear what sounded like subtle panic in his voice.

    trying to make a really long story a little bit shorter - we went back and forth, he didn't want to send me the frame back, he kept making up different reasons - "i have to ask the owners of the company if they feel comfortable sending you back a damaged frame because evil could be held liable if you got hurt, blah blah blah. basically trying to persuade me into paying the crash replacement fee instead. i had to get really stern and at one point threatened legal action because they were acting like they weren't going to give me back my property. Damaged frame or not, that frame was legally mine and their "concern for my safety" didn't mean shit and they just needed to send me my damn frame back.

    (what i truly think happened - is that they just assumed i was going to agree to pay the crash replacement fee, and damaged the frame more doing whatever space age technology baseball bat testing they did to make their determination, and physically didn't have the ability to send me my frame back even if they wanted to because it was damaged)

    finally, i get an email from mike (screen shot of email is included in pics) - "since it is christmas time, we have decided to give you a warranty replacement front triangle."

    ***so, only because its christmas time? not because you stand behind your product? but rather a national holiday that i may or may not celebrate since you know nothing about me***

    whatever - i was happy to just finally get a replacement under warranty..


    FAST FORWARD 5 MONTHS TO MAY 5th 2018

    my wreckoning with its brand new replacement front triangle had been professionally painted white, and the entire rear triangle and down tube has custom kydex frame protection, and helicopter tape. - literally a hard armor cover over those areas of carbon.

    yet another enduro event - 1 day event, 6 stages. we decide to do a full practice lap of all 6 stages before putting on our timing chips and actually racing the stages that day.

    one of the stages on a really slow tech section, i got awkward, and tipped over while stuck in my clip and pretty lightly fell on some rocks.

    right before we started racing, i look down i notice a big crack on my top tube this time - there was some type of impact mark and a small puncture in the helicopter tape. my front triangle was broken again. due to some type of impact. I talked to evil the following Monday, spoke with Dylan, who seemed cool. i accepted full responsibility, was very honest and forthcoming about the damage, and didn't expect evil to cover it. We talked about the option of crash replacement and my carbon repair options I mentioned I had locally.

    i took the entire bike to a local carbon repair professional here in Austin .

    He fixed the front triangle, great, and decided to clean the bike up. after removing the kydex guard on the non-drive-side chain stay, he found another crack on the underside of the chain stay at the very front of the triangle immediately after the bottom bracket.

    ***lets talk about this super quick - that underside area of the chain stay is almost impossible to hit on anything when the wheel is attached to the bike. Even if you 50/50 cased a giant jump, you would hit your bash guard, chainring, and cranks, and mainly the rear wheel long before anything came in contact with the bottom of the rear triangle. It would have to be some trick shot crash to perfectly hit the bottom of the chain stay, not cause any damage to the rear wheel or spokes, crack the carbon, and not leave any signs of impact. all at the same time. and dont forget that the entire chain stay / cracked area was completely covered with a hard plastic kydex frame guard and helicopter tape!***

    I took pictures, sent an email to Dylan, and called him the next day. He looked at the email pictures while we were talking, never really indicated it looked crash related, we created another RMA, and I paid to ship the rear triangle to them for review. He sent me and email with the RMA info along with a message that said “In order to grant replacement rear triangles, we do need the original returned to us for review beforehand.” Which I interpreted as a light implication that they planned on covering it under warranty after seeing the pictures, but just had to follow protocol or whatever.

    So it got delivered Thursday 5/17, I never heard anything so I called them yesterday 5/22. Mike called me back (yes, the same mike I dealt with before, Mr. Baseball Bat Carbon Frame Whacker Guy), and surprise surprise he says its a being considered a crash replacement not covered under warranty! He gave same really loose speculation to ways it couldve been possible, but offered no real logical explanation or any scientific evidence to back up his claim. Just another bullshit speculation, no benefit of the doubt, and me the customer is stuck with the bill.


    I didnt even get mad, or rude. I had more of a “im not going through this bullshit with you guys again attitude”. I said to go ahead and just send me the rear triangle back. And as a perfect little cherry on top of this entire dog-shit-cupcake experience with evil bikes - Mike says - “ok I’ll send you an invoice for you to pay for return shipping”… LOL

    ***At this point ive already wasted more time and money by sending the rear triangle back to evil, paying for shipping twice, and its still broken and I need to spend more money to get it repaired.***

    We ended the call, and he sent me a $20 invoice for shipping.


    –and that has been my experience folks. And in the small group of local riders that I know that also ride evil bikes, some of them have also had bad experiences which they have not been publicly vocal about like me.



    If anyone else would like to share their experience of a warranty claim with evil - please share!

    Attachment 12885Attachment 12886Attachment 12887Attachment 12888
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  2. #2
    Mojo Bike Part Terminator Seths Pool's Avatar
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    i understand evil bikes is a business and just like everybody else, their goal is to make money, but to deal with a company that seems to do and say just about anything to squirm their way out of providing warranty replacements is just a super shitty feeling and shady business practices. Especially when you’re spending $3k on bike frames. Ive had STELLAR experiences with Intense Cycles Customer service, and have heard nothing but good things about companies like Santa Cruz. I hope people read this and it helps them decide if warranty coverage is important to them and if they want to do business with a company with questionable business practices. I hate to have to be the guy trying to start a shit storm, but I feel like customers need to be spoken for and companies that give their customers the shaft need to be exposed. Everything said in this post is 100% true, I just want Evil to be accountable for their words and actions. They shouldnt tell/do anything to a customer (me) that would be embarrassed for the rest of the world to see.
    mack_turtle, Barry and Tsmax17 like this.
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  3. #3
    prodigal son of Austin Teamsloan's Avatar
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    Frame seems like it's made from eggshell rather than carbon. What a PITA.
    -the oracle has spoken.

    Trying to live the MTB lifestyle on a Jogger budget.
    '12 Santa Cruz BlurLT 2.2
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  4. #4
    MoJoMoRon bartman's Avatar
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    I won’t be buying one..thx for the heads up & good luck Seth

  5. #5
    Ayatollah of Rock and Rollah mack_turtle's Avatar
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    I stopped reading at the mention of a baseball bat. Unprofessinal to joke about that, but even worse if serious.
    won't you be my neighbor?

  6. #6
    Mojo Bike Part Terminator Seths Pool's Avatar
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    Quote Originally Posted by mack_turtle View Post
    I stopped reading at the mention of a baseball bat. Unprofessinal to joke about that, but even worse if serious.
    he was completely serious. swear to god!
    "Less yap more braap"

    "Strava is like Tinder for bros"

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    MoJo Mother Superior TheSarge's Avatar
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    Thanks for the heads up - I'm in the market and they *were* on the list.

  8. #8
    Mojo Bike Part Terminator Seths Pool's Avatar
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    update -

    so Dylan from Evil Bikes saw my post in the evil bike owners club and personally responded. which pretty much just added more to the pile of facepalm BS in this whole debacle

    Attachment 12892
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    MoJo Bishop biga9999's Avatar
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    Obviously, the aftermarket paint degraded the structural integrity of the carbon. LOL
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  10. #10
    prodigal son of Austin Teamsloan's Avatar
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    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
    -the oracle has spoken.

    Trying to live the MTB lifestyle on a Jogger budget.
    '12 Santa Cruz BlurLT 2.2
    '07 Scott Scale 30
    '01 Specialized Rockhopper Comp Disc (loaner/commuter bike)

    Charcoal Gray 2010 Subaru Outback 2.5i


  11. #11
    Ayatollah of Rock and Rollah mack_turtle's Avatar
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    What a pile of horseshit. They keep digging a bigger hole for themselves. If they knew you painted the frame, they should have told you to save your money and just keep it because the warranty was void at that point regardless of how it broke. Now they look like weasles. (No offense to actual weasles.)

    What kind of papier mache Mickey Mouse frame is this that they expect should be able to handle "I destroy bike parts" Seth riding it, but it falls apart when you point a paint gun at it?

    1. you broke your frame
    2. they told you to send it to them at your expense to inspection
    3. they knew you painted the frame, and thus voided the warranty
    4. they took in your frame, which is still your property, and smashed it with a baseball bat
    5. they then told you you can't have your frame back and that you can buy a new frame part for $650

    yeah, this is definitely all your fault, Seth.
    Last edited by mack_turtle; 05-23-2018 at 03:38 PM.
    won't you be my neighbor?

  12. #12
    MoJo Mother Superior FJsnoozer's Avatar
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    I think you should take them up on a full crash replacement and then sell the new frame on ebay or pinkbike.

    Then move on.
    mack_turtle and Desert Nomad like this.

  13. #13
    Mojo Bike Part Terminator Seths Pool's Avatar
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    Quote Originally Posted by FJsnoozer View Post
    I think you should take them up on a full crash replacement and then sell the new frame on ebay or pinkbike.

    Then move on.
    that suggestion wont work for me very well for a few reasons.

    #1 - I already spent $300 to have the front triangle repaired

    #2 - it would cost me another $400 to get the crash replacement rear triangle

    #3 - the replacement triangle will be grey or blue and wont match the frame

    #4 - even if I got the crash replacement rear triangle, the front triangle has been repaired thus significantly reducing the value. so trying to sell a mismatched color, repaired carbon frame is not only going to be very difficult but will also yield me really low offers.

    im going to pay another $100 to have the rear triangle fixed, ride that bike like a $12 whore and if/when it breaks again I will hang it on my garage wall for a coo looking life long conversation piece. and reminder for everyone not to buy evil bikes.
    cxagent likes this.
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    MoJo Cardinal AFROTHUND3R's Avatar
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    Doesn't pinkbike have some beef with EVIL anyway? Like they never review their shit and I don't think they have anything about them on their site. Maybe it's because they know their company is full of crooks?

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    I Build TOUGH Wheels Mattlikesbikes's Avatar
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    If that is really how the warranty language is written, then they need a better lawyer. How it is written would only mean that warranty coverage does not include replacement of custom paint, not that custom painted voids a warranty.

    Should say that the warranty does not apply to BIKES with custom paint or finish. No shit the warranty would not apply to custom paint, they didn't paint it.

    Sh*t show.

    Also, I think the struggle with AM/Trail/DH bikes and warranty coverage for all companies is where is the line between abuse and intended purpose? It's one thing for there to be a failure from a bad weld or bad carbon layup, but if there is a failure from a part not being robust enough for the task it was designed for...is that abuse or malfunction. If a AM/DH/ETC bike cannot handle hits from the ground and shit, then it is not an AM/DH/ETC bike, right?
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    Mojo Bike Part Terminator Seths Pool's Avatar
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    Quote Originally Posted by Mattlikesbikes View Post
    If that is really how the warranty language is written, then they need a better lawyer. How it is written would only mean that warranty coverage does not include replacement of custom paint, not that custom painted voids a warranty.

    Should say that the warranty does not apply to BIKES with custom paint or finish. No shit the warranty would not apply to custom paint, they didn't paint it.

    Sh*t show.

    Also, I think the struggle with AM/Trail/DH bikes and warranty coverage for all companies is where is the line between abuse and intended purpose? It's one thing for there to be a failure from a bad weld or bad carbon layup, but if there is a failure from a part not being robust enough for the task it was designed for...is that abuse or malfunction. If a AM/DH/ETC bike cannot handle hits from the ground and shit, then it is not an AM/DH/ETC bike, right?
    thats exactly what I said!

    and that is complete bullshit about the rear triangle. the crack was on the under side of the chain stay, right behind the bottom bracket, underneath helicopter tape, underneath kydex plastic frame armor, in a location thats basically impossible to hit against something while the wheel is attached. the fact that they would fathom some ridiculous scenario where this would happen is unbelievable. blatant grasping for an excuse. its like they are so prideful in their own brand they cannot make themselves believe that it wasn't my fault
    "Less yap more braap"

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  17. #17
    MoJo Mother Superior AntonioGG's Avatar
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    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.

  18. #18
    prodigal son of Austin Teamsloan's Avatar
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    That's how I read it. I take it as we're not matching it to your previous color or putting your layers of helicopter tape and frame armor back on (finishes)
    -the oracle has spoken.

    Trying to live the MTB lifestyle on a Jogger budget.
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    MoJo Mother Superior crazyt's Avatar
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    yup 100% the warranty does not apply to custom paint finishes. He is totally wrong.

  20. #20
    Mojo Bike Part Terminator Seths Pool's Avatar
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    Quote Originally Posted by crazyt View Post
    yup 100% the warranty does not apply to custom paint finishes. He is totally wrong.
    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
    "Less yap more braap"

    "Strava is like Tinder for bros"

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