Broken Frame Resolved

Description: I was riding my Leader USA mountain bike on a rocky jeep trail when the seat suddenly fell back. The frame broke on the upper part of the seat tube where the top tube, seat stays, and seat tubes are joined. Here is the timeline on my situation with Leader Bike USA. Comments and Suggestions are welcome!

Monday, August 14, 2006 – 8:50 AM MST: Emailed Leader Bike about incident.

I have a bad situation and I hope you can help me. I purchased a LD-526H (item IES24) around 5/3/2006. The transaction ID on my PayPal Packing Slip is 04107051VU793181N. I was riding in prepairation for an upcoming race in the Montana Off Road Series yesterday and the seat stay broke. It is not a result of a crash … just a normal rocky trail. I sat down and heard a crack. Next thing I know my seat post and seat fell back and I dumped the bike. I am now without a bike. What should I do? I will be calling when business hours comes around and just wanted to send you some info in preparation.

Monday, August 14, 2006 – 9:?? AM MST: Realized that I could not call long distance so i sent another email asking if they had a toll free number.

Monday, August 14, 2006 – 9:4? AM MST: Called Leader Bike with a friends cell phone and got voice mail. Left a message with both work and home phone numbers.

Monday, August 14, 2006 – 12:59 AM MST: Got an email back from Leader Bike

Ship the frame back with proof of purchase. Include an explanation for the damage, return address and telephone number.

Ship to:

LEADER BIKE
205 W 35TH ST STE. J
NATIONAL CITY, CA 91950

CHRIS

Monday, August 14, 2006 – 7:45 PM MST: Took bike apart, took pictures, and packaged up the bike. Post office is closed tonight so will take over at lunchtime or have a friend do it tomorrow. I replied to email from Leader Bike”

“I have packaged it up in it’s original box. I have not had it too long. I do not have a proof of purchase except an order id of 12 on 16:09:51 Tue 02 May 2006 so I sent along the packing slip. I mean I purchased it with a credit card so there should be a record somewhere. Please keep me informed, I cant tell you how frustrated I am.

Monday, August 14, 2006 – 8:04 PM MST: Got an email from Leader Bike

Also include attention warranty dept.

You can find proof of purchase on www.paypal.com

Tuesday, August 15, 2006 – 8:43 AM MST: I feel a little frusturated and need to send an email in return with my concernes.

“I am sorry but I have already boxed it up and also don’t have a printer. I will include “attention warranty dept” on the box. I am not going to quibble over original owner and whether you want to warranty it or not.

Maybe it will be faster and less stressful to buy another bike frame and be done with it. I am sending pictures and if you believe there will be any discrepancy or delay in getting me a replacement then please let me know ASAP so I can take action to get another.

I was currently top ten in the Montana Off Road Series and after this weekend and missing the race will drop substantially. I am frustrated with that; but if I have to miss the week after that I might as well call the season over.

You may believe I am being a cheap ass but I assure you I am freaking poor and trying to race on a shoe string budget … thus the reason for a Leader Frame. I hope you can help.”

Tuesday, August 15, 2006 – 1:?? AM MST: A representative from Leader USA called me at work to get the scoop on what happened and where we are at right now. I gave my story and that I sent the frame in. He assured me that as soon as it gets in he will rush it along and get me resolved quickly. he mentioned that it may be as early as Saturday that they could get this resolved and back out the door. I am very happy to hear that and feel good that they called me to make sure everything was ok.

Saturday, August 19, 2006 – 12:00 PM MST: I have missed a race today. Instead I may have lost position in the Montana Off Road Series in the top ten.

Monday, August 21, 2006 – 6:54 AM MST: I am concerned that I have no recent information on the status of my mountain bike frame so I sent Leader USA an email:

Chris, Brian,

Hello, I hope you had a decent weekend. I have not heard any news on my mountain bike frame and was wondering the status on it.

Mon, August 21, 2006 12:38 pm: I received a response to my email:

“I will check with the warranty dept and get back to you today.

Brian”

Mon, August 21, 2006 6:00 pm: I received a message on my answering machine when I got home from work. Leader USA said that they are sending me out a new frame and I think he said that I would get an email with the tracking numbers. I could not hear the message well.

Wed, August 23, 2006 8:47 pm: I am depressed and upset to not receive my frame yet. I got a call on Monday that I would receive tracking numbers and to this day have not heard or received any other correspondance from Leader USA. Tomorrow I am going to go on the offensive. I have waited for the company to do the right thing and now I am on the verge of missing a second race. I will miss a second Montana Off Road series race where I was once in the top ten. This is unacceptable and I will try and contact them tomorrow.

Thursday, August 24, 2006 6:15AM: I sent a email to Leader USA (I sure wish they had a toll free number):

“Brian,

Hello, I hate to bug you again but I am getting close to missing yet another race (48 hours away) and I haven’t received the replacement frame yet. I got a message on my answering machine on Monday and I think the person said that I would receive a tracking number or something to that effect. I have not received anything after that. So I guess I was wondering if you could give me a status. I am leaving tomorrow for the race so I need to know if I should go looking for a used frame in town tonight. Thanks!”

Thursday, August 24, 2006 – 5:17 PM: I just got home to not find a bike at my steps. I tried to email today without getting a response. I am afraid they are in the ignore mode and my bike may not have been sent. there fore tomorrow I will be going into town some where to buy a frame
with the credit card. This also means that I may miss the race on Saturday. Next week I will begin a campaign to let every review site and ebay know these events. I would hate for this to happen to another mountain biker.

Friday, August 25, 2006 – 6:58 AM I sent Leader Bike a final email:

“Brian,

I have sent an email yesterday concerning my broken frame. I did not get a reply. It is now apparent I may miss tomorrow’s race (thats 2 now) if I can not find a bike frame here in Missoula today. I did get a phone message last Monday but it was hard to hear it (Shitty phone). I think the person said it was shipping Monday and I would receive a tracking number. I did not receive any tracking number or the frame itself.

I have decide to buy another frame to try and salvage what is left of the season. Thanks for your efforts.

~bill”

8/25/2006 : 1:46 PM: I went home for lunch and found a message on my answering machine. It was a guy from Leader Bike. He said that he tried to call my employment and was told I don’t work there anymore (I did send contact info on the 15th in an email). I find this odd because they have talked to me at work before. Any way he said that he did some research and found my current employment but the secretary was not very helpful and that he finally left a voice mail. I ran back to work and did not get a voicemail but the secretary said that someone called and wanted an extension. She was directed to not give any information away so the attempt to contact me failed.

The message did say that the bike is scheduled to be delivered today and gave me a tracking number. I tried the tracking number but it did not work.

I sent a request in an email (I wish I had long distance or could call from work):

“I got your message on my home phone but I could not run the tracking number that I think I heard you say “1ZANS5490350359533″. Is that correct?”

8/25/2006 : 2:57 PM: I just got a call from S. Lombroso at Leader USA. All the problems have been resolved. he was able to give me a tracking number and when I entered it I was able to see that it was delivered to my apartment at 1:13 PM which makes me very happy. Now I can go home and get the ol gal back together and try to make it to Bozeman for the race.

On problem was that some employees were out of the offices and that is why I was having difficulties contacting them. The bike had been shipped out on Tuesday.

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