Reasons to buy a Bob Jackson part 42; my experience of a repair under warranty.

Two Wednesday's ago the seat-tube on my recently purchased BJ Vigorelli came away entirely from the bottom bracket whilst cycling home. I was super pissed.

Two weeks to the day after Bob Jackson arranged for it to be collected by TNT at no cost to me whatsoever, it arrived back good as new and with my request for some stealthy decals accommodated with custom stencilled black metallic logos on the black enamel.

You definitely find out what good service is all about when things have gone wrong and someone is willing to do that little bit extra to put it right and accompanies it with an apology and a frank explanation of what went wrong in the first place not a load of excuses.

glad it all got sorted
got to love the bob

Out of interest, how did they explain the break?

fair play to them, it has come back lookin' good.

those decals look really nice

Dr RPM's original diagnosis was spot on; that joint had been pinned/tacked into position but basically hadn't been brazed in at all. Human error 100%.

like any half-decent company, they're probably just glad you didn't come off it and break your neck.

i would have preferred a new frame altogether ;)

those decals look brilliant!...i want some.
its good when a company admits fault and does all it can to rectify the problem. :)

Yes this looks sweet. I had totally missed the thread where you bike broke.

Looks great, and I'm glad it's worked out well.

My Vigorelli is 3 weeks away!

How long does it take for them to process a vigorelli online order... I emailed them and got no reply.
http://www.bobjacksoncycles.co.uk/product_info.php?cPath=28&products_id=307

I placed an order for a custom pista in March and at that time the wait was 4 months - ouch!! For an OTP Vigorelli they were saying 6-8 weeks.

That's the sweetest BJ I've seen, nice paint job adoubletap! :)

Cool - glad you got things sorted ;-)

"BJ Vigorelli came away entirely from the bottom bracket whilst cycling home"

They sell you a bike that could've quite easily caused you serious injury and you see them fixing it within two weeks good service. Fuck That! If this was one of Tony Malones creations torches would be lit and tynan would preparing some-sort of witty photoshop'd reply!

I have no idea what you do Vinz, but are we to assume that you are perfect in every way and would therefore never have the opportunity to attribute "human error" to any fault of your work/study? If that is the case, well bully for you. In the wider world humans aren't infallible. Pilots crash planes, engineers make buildings that fall over, software designers write code that causes all manner of mess, and frame builders occasionally make frames that fall apart.

The difference between a good craftsman and a bad one is humility and a desire to always learn from their mistakes as well as a desire to set mistakes right. It takes a lot for a company to stand up and say, "Hey, we bodged this one... entirely our fault. We're going to set it right.". Find us an example of Tony Malone having admitted he'd made a mistake and then putting it right.

Bob Jackson win here because they did what other companies might not have done, been humble enough to admit their mistake and set it right. It's not a design fault, it doesn't affect all frames... it was human error, and they got it sorted. Not only that, but in admitting the error they shouldered the cost, and then went the extra mile to make sure the customer was happy by undertaking things like the decal change.

Pretty awesome work all said.

I have no idea what you do Vinz, but are we to assume that you are perfect in every way and would therefore never have the opportunity to attribute "human error" to any fault of your work/study? If that is the case, well bully for you. In the wider world humans aren't infallible. Pilots crash planes, engineers make buildings that fall over, software designers write code that causes all manner of mess, and frame builders occasionally make frames that fall apart.

The difference between a good craftsman and a bad one is humility and a desire to always learn from their mistakes as well as a desire to set mistakes right. It takes a lot for a company to stand up and say, "Hey, we bodged this one... entirely our fault. We're going to set it right.". Find us an example of Tony Malone having admitted he'd made a mistake and then putting it right.

Bob Jackson win here because they did what other companies might not have done, been humble enough to admit their mistake and set it right. It's not a design fault, it doesn't affect all frames... it was human error, and they got it sorted. Not only that, but in admitting the error they shouldered the cost, and then went the extra mile to make sure the customer was happy by undertaking things like the decal change.

Pretty awesome work all said.

All true.

I just feel like peoples reactions on this forum seem to be somewhat light (biased?).

All true.

I just feel like peoples reactions on this forum seem to be somewhat light (biased?).

It's true, they are. They're biased by the collective experience of purchasing bikes from those companies. And when a bad experience occurs it's aired here and we collectively experience it.

So of course it's biased.

its because BJ did the right thing, yeah the frame failed, and that sucks, but they stepped up to fix it. Toney Maloney on the other hand has just made himself out to be a total cock

How many people on here own Bob Jacksons? 5? This complaint and Big Bens (http://www.londonfgss.com/thread3612.html) make two problems. Thats just under 50% of the owners having an issue with Bob Jackson. Now do the same figures with the Langster and i'm sure you'll get a better ratio. So in reality is the positive Bob Jackson bias really accurate?

How many people on here own Bob Jacksons? 5? This complaint and Big Bens (http://www.londonfgss.com/thread3612.html) make two problems. Thats just under 50% of the owners having an issue with Bob Jackson. Now do the same figures with the Langster and i'm sure you'll get a better ratio. So in reality is the positive Bob Jackson bias really accurate?

This sounds like a poll! Get to it Vinz, you have a grudge to bear and the facts must be presented for all to judge.

This sounds like a poll! Get to it Vinz, you have a grudge to bear and the facts must be presented for all to judge.

:) Nah not a grudge. I just like to be objective.

I think what both of you have said is true (and I'm a Bob Jackson owner too :)

BUT here's the thing, thus far we've had maybe 1 case of BJ being dicks (the Decal thing- but then maybe it's a pride thing, like the proverbial prodigal son- and BJ wanting to make sure that the redecoration of the BJ was legit, as opposed to an undercut version, (anyhow you can get old school BJ decals from Lloyd's...)

The other case is human error, and with the massive increase in frame orders I guess they were due, mistakes make quality control better in the long run (except in Microsoft's case), and I think they responded absolutely perfectly- even coming on the forum and admitting their error.

So yeah, biased (as these things are always upsetting to hear about- esp with a bike you own- and are thus likely to defend regardless[buyer's pride]), but with reason.

i have to agree to an extent with Vinz here - they sold a dodgy frame, and they fixed it. fine. IMO that's not 'fantastic' or particularly amazing customer service, but it's fine. i mean, they were pretty much legally bound to correct the problem or refund the money, no?

it's good that they fixed it, but not that good.