Niner Bikes

At Niner, we’re always bummed when someone can’t rideBeing riders ourselves, we know time off the bike is much less fun than time on the bikeSo, when it comes to our warranty process, we take it seriouslyIn our warranty policy, we state: “Niner is a company of cyclists who believe in the products we produceWe engineer our products to offer the best ride and we back them up with the best service and support possible.Niner warrants that all of our products are free from manufacturing and material defects for years from the original purchase dateWe do require proof of purchase through an authorized dealer or retailer to process a claimSecond hand owners are not covered under our warranty policy.Use of our products as intended is the only limitation of warrantyRacing and hard riding are covered under our 5-year warrantyNiner does not cover wear and tear or damage from abuse, misuse, modification of the product, or improper installation/maintenanceNiner does not provide replacement parts when frame or component standards change on a new revision to a frame/component.” Warranty claims are denied in for the following reasons: Damage is not due to a manufacturing or material defect A rider is not the original owner or there is no proof of purchase The frame is no longer under warranty, as the purchase fall outside of the period of coverage · After receiving the frame in question, and at the request of the rider, a thorough evaluation was done to determine if the frozen seatpost was a warranty issue covered under our warranty policy.· As noted by [redacted] the bicycle frame had been rendered unrideableTo conduct the requested evaluation, it required us to cut the frame open to examine what was causing the issue, given that the seatpost had been broken and/or cut off leaving us no option for removal.· With the frame cut open, our team found heavy corrosion which caused the seatpost to become stuckWe do NOT consider corrosion a manufacturing (or material) defect on carbon frames and/or componentsCorrosion on carbon frame is due to insufficient maintenance.As we worked through this claim, we support our initial evaluation that the seized post was a result of corrosion NOT a manufacturing or material defectThe incident falls under our warranty policy as damage caused due to “improper installation/maintenance.” This is NOT a manufacturing defect, as we found no structural issues inside the frameRoutine maintenance, inclusive of inspecting the seatpost, is a responsibility of the rider and/or a professional bike mechanic.Niner stands behind our product and our warranty processOur Rider Services team works diligently to ensure riders receive the individualized attention they deserveFor ***, went outside of our traditional process and worked directly with him to process the claim, given that he was local to us in ColoradoOur standard operating procedure is to work with our shops and distributors for all warranty cases and handle all shipping and receiving of product with themAgain, in this case we worked outside of our standard procedure to provide a higher level of support and faster turnaround by shipping product to and from [redacted] directly.It is an unfortunate incident anytime we have to work with riders to assess warranty claimsWe gave this claim a thorough evaluation and unfortunately damage from corrosion on our carbon frames is not coveredAs noted in our policy damaged resulting from improper installation/maintenance is not covered

Revdex.com:There are three reasons for my dispute:1.) Niner took my original frame and destroyed it without my knowledge or permission.Here is their correspondence."Sept20th- After receiving the frame in question, and at the request of the rider, a thorough evaluation was done to determine if the frozen seatpost was a warranty issue covered under our warranty policy.Our evaluation required us to cut the frame open to examine what was causing the issue given that the seatpost had been broken and/or cut off leaving us no option for removalAfter cutting the frame apart, it was effectively “destroyed” but it remains here at our facility, today.In hindsight, it was our mistake at this point to not inform the rider that the frame was going to have to be cut open to evaluate it. We made an incorrect assumption that the rider understood that this would be necessary given the condition of the seatpost in the frameThis is something that we’ve learned from and are changing our process to include an additional step of communication when frames need to be destroyed to evaluate.With the frame cut open, our team found heavy corrosion which caused the seatpost to become stuckWe do not consider corrosion a manufacturing (or material) defect on carbon frames and/or componentsCorrosion on carbon frame is due to insufficient maintenance"2.) Niner claims it is not a warranty issue but rather due to insufficient maintenance; however, nowhere in their manual or website do the have a suggested maintenance schedule for seatposts. It is indeed a frame defect because seatposts should not and typically do not get stuck. 3.) I tried to work with Niner in good faith but they stopped corresponding with me. Since this started back in August 2017, the president of the company; Mike G***, has been let go or quit and the company has filed for bankruptcy. This was my final email from Niner:Hi ***,Thanks for reaching out. I have compiled all of the information regarding your claim, including our email interactions and I have passed them to the President of Niner. Once he has had time to gain clarity to the situation and has responded to me I will be in touch.Hopefully, we will have this resolved soon.Thank you for your time and support!Cheers,AnthonyOn Tue, Oct 10, at 1:PM, *** *** *** ***:Anthony:Thank you for taking the time with me on the phone todayI want to recap our call todayyou said:1.) It is Niner's policy to not return frames that have been submitted for a warranty claim.2.) It would be impossible to send me my old frame back (regardless of policy) because it has been destroyed.3.) You requested I send you a copy of my Colorado Revdex.com complaint which I have forwarded to you.4.) You said you would escalate my complaint to someone in Niner corporate who would be authorized to provide me with a refund as you are not able to do so.5.) I also explained that I filed a complaint with the Colorado Attorney General's office. This complaint is identical to the one filed with the Revdex.com6.) We discussed that I hoped that Niner would do the right thing and provide a refund on the front triangle as detailed in the complaint. This would end my dispute with Niner. If not I would need to seek out alternative dispute remediation.I appreciate your phone call today. Sincerely*** *** *** *** *** ***
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Anthony:Please let me know what I need to do to have my old frame returned to me.Thank you.*** *** ** *** *** ** ***
Thank you for all the help you can provide. Niner has lied to me, been duplicitous in what they provided to you and generally are being unscrupulous.Sincerely;*** ***Regards,
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At Niner, we’re always bummed when someone can’t ride. Being riders ourselves, we know time off the bike is much less fun than time on the bike. So, when it comes to our warranty process, we take it seriously. In our warranty policy, we state: “Niner is a company of cyclists who believe in...

the products we produce. We engineer our products to offer the best ride and we back them up with the best service and support possible.Niner warrants that all of our products are free from manufacturing and material defects for 5 years from the original purchase date. We do require proof of purchase through an authorized dealer or retailer to process a claim. Second hand owners are not covered under our warranty policy.Use of our products as intended is the only limitation of warranty. Racing and hard riding are covered under our 5-year warranty. Niner does not cover normal wear and tear or damage from abuse, misuse, modification of the product, or improper installation/maintenance. Niner does not provide replacement parts when frame or component standards change on a new revision to a frame/component.” Warranty claims are denied in for the following reasons:1.     Damage is not due to a manufacturing or material defect2.     A rider is not the original owner or there is no proof of purchase3.     The frame is no longer under warranty, as the purchase fall outside of the period of coverage ·       After receiving the frame in question, and at the request of the rider, a thorough evaluation was done to determine if the frozen seatpost was a warranty issue covered under our warranty policy.·       As noted by [redacted] the bicycle frame had been rendered unrideable. To conduct the requested evaluation, it required us to cut the frame open to examine what was causing the issue, given that the seatpost had been broken and/or cut off leaving us no   option for removal.·       With the frame cut open, our team found heavy corrosion which caused the seatpost to become stuck. We do NOT consider corrosion a manufacturing (or material) defect on carbon frames and/or components. Corrosion on carbon frame is due to   insufficient maintenance.As we worked through this claim, we support our initial evaluation that the seized post was a result of corrosion NOT a manufacturing or material defect. The incident falls under our warranty policy as damage caused due to “improper installation/maintenance.” This is NOT a manufacturing defect, as we found no structural issues inside the frame. Routine maintenance, inclusive of inspecting the seatpost, is a responsibility of the rider and/or a professional bike mechanic.Niner stands behind our product and our warranty process. Our Rider Services team works diligently to ensure riders receive the individualized attention they deserve. For [redacted], went outside of our traditional process and worked directly with him to process the claim, given that he was local to us in Colorado. Our standard operating procedure is to work with our shops and distributors for all warranty cases and handle all shipping and receiving of product with them. Again, in this case we worked outside of our standard procedure to provide a higher level of support and faster turnaround by shipping product to and from [redacted] directly.It is an unfortunate incident anytime we have to work with riders to assess warranty claims. We gave this claim a thorough evaluation and unfortunately damage from corrosion on our carbon frames is not covered. As noted in our policy damaged resulting from improper installation/maintenance is not covered.