Warning! My Experience with Winspace After-Sales

[SirBikealot]

It seems you didn’t go through my initial post carefully.

I did!

“Dear Emma,
The saddle clamp has failed. Please note I have always used a torque wrench. This is really dangerous!”

vs

The saddle clamp broke, can you send me a new one?

This are TWO complete different stories.

No. 1 they f.... it up.
No. 2. you f... it up.

So don't blame others for misinterpreting something you describe different to what happened.

[ausmtb8989]

Could you be specific about where I supposedly lacked respect? Or are you referring to terms like “bitching” or you calling me a “male Karen”?

Seriously, your second response is like this, you consider respectful?  Learn how to deal properly with other humans.  Going by other responses you don't seem to be very self aware of your own behavior.  Again, a $5 item like this doesn't even warrant a email reply and you get all aggressive and expect compensation and pursue legal avenues.  This is KAREN.


Me:
Are you serious? Your clamp broke and you want to sell one to me? This is outrageous. Please kindly reconsider — I also expect compensation.

Winspace (Emma):
According to our after-sales center, it broke after two years of use, it is not a quality issue. We can offer you one for replacement, but you need to afford the shipping cost USD 30.

Me:
A saddle clamp does not “wear out” after 2 years — this is clearly a metallurgical failure due to casting defects. I work in the metal industry and can provide expertise if you like. It’s astonishing that you refuse responsibility for a part worth less than $15. If you don’t reconsider, I’ll pursue legal avenues and post this publicly.

[Pswiss]

Why are you even asking if I think they are “stupid because they are Chinese”? That’s a strange and unnecessary comment, can you elaborate?

And clearly, you didn’t read my post (maybe it was too long for you). You’re missing the actual point: Winspace denied an obvious failure and refused to acknowledge a clear quality issue. That’s what this discussion is about, not the price of the clamp.

[Pswiss]

@Pswiss
You also posted your story on Facebook and got roasted there as well — maybe just let it go this time.

Roasted? More like by the 5% of fanboys who can’t handle any criticism of their beloved brand. The irony is watching the same keyboard warriors get worked up, call me names, and accuse me of wasting time... all while wasting their own.

[surodo]

If you think only 5% of people disagree with you, you need to go back to school and learn how to do percentages. Seriously man, you make it worse with every posting you write.

[Pswiss]

Clearly you and statistics  don’t go well together. A noisy minority of fanboys in a thread is not a representative sample it’s called bias. Most people who agree simply don’t waste their time arguing here.

But percentage seems to  be the real issue here, not a brand denying responsibility. Glad we’ve cleared that up

“That was the right thing to act this way from your side, otherwise the manufacturer is never going to learn from their mistakes. Good job!”

[Pswiss]

I did!

“Dear Emma,
The saddle clamp has failed. Please note I have always used a torque wrench. This is really dangerous!”

vs

The saddle clamp broke, can you send me a new one?

This are TWO complete different stories.

No. 1 they f.... it up.
No. 2. you f... it up.

So don't blame others for misinterpreting something you describe different to what happened.

You have a point, I corrected my post now to reflect exactly my email. I had shortened the wording at first (since the post was already long), but here is my actual email, exactly as sent (and attached):

“Dear Emma,
The saddle clamp has failed. Please note I have always used a torque wrench. This is really dangerous!
Best regards”

The problem isn’t whether my summary line was too short, it’s that so many commentators think it’s “normal” for a seat clamp to fail, blame me for overtightening, and overlook the key fact: Winspace refused to acknowledge any defect in the part.

[surodo]

Ok so people in the Facebook group „Winspace Owners“ could potentially be biased towards Winspace, I give you that. But why would you post there and hope for approval in the first place?
But if you know anything about this forum, that is not the case here.
It is a great forum with a lot of people having great knowledge. So please do yourself a favour and stop spreading hate here and having unnecessary discussions.

[Pswiss]

Who told you I was looking for approval?

And “spreading hate”? That’s really over the top or you’re referring to the people who responded with name-calling and insults.

As for “great knowledge”: anyone who thinks a seat post clamp failing in under two years is normal is lowering the bar pretty far

[serenadebikes]

I still support your view. After all, this frame wasn't cheap, and what you're concerned about isn't the seatpost clamp itself, but getting better service.

If you or a friend are looking to buy a wheelset, I can give you a few clamps for free. They're just taking up space in my warehouse.

Our wheelsets come with a two-year warranty:

Within two years: We will replace or repair them free of charge, depending on the specific situation.

After two years: We offer discounted replacements.

[robinoco]

I still support your view. After all, this frame wasn't cheap, and what you're concerned about isn't the seatpost clamp itself, but getting better service.

If you or a friend are looking to buy a wheelset, I can give you a few clamps for free. They're just taking up space in my warehouse.

Our wheelsets come with a two-year warranty:

Within two years: We will replace or repair them free of charge, depending on the specific situation.

After two years: We offer discounted replacements.

Nice work @serenadebikes 

[Takiyaki]

Who told you I was looking for approval?

Why did you post this story? Surely it wasn't to argue with people about your tone or whether or not your claim was valid?

Approval is prob the wrong word..... you def seemed to be looking for affirmation that you were wronged by Winspace.

This board is pretty fair and unbiased around Chinese brands I think. People have posted brand eff ups in the past and the board has mostly agreed. So the fact that you are getting so much push back should be a signal that maybe your approach and expectations are off. Again this frame should be covered under warranty, so you should have led with that. Instead you seemed to frame your grievance through emotion, which you are still doing now.

Is it really so hard to accept the loss, buy a $30 seatpost clamp and move on? If not, that seems more like a you problem than a "Winspace and a bunch of people you told the story to" problem.

[Pswiss]

It seems you didn’t actually read my post, otherwise you’d know they eventually offered a replacement free of charge, but only after first trying to sell me one, and even then they kept denying the defect. And yes, I have bought one myself locally much cheaper...
I’m not looking for affirmation, the defect is obvious.
What’s been funny is watching some of the Winspace loyalists in uproar: aggressively attacking me, offering poor arguments, unable to properly engage, and constantly falling back on insults. Honestly, quite entertaining.

[Sitar_Ned]

I hesitate to jump in, but just a quick reminder to please keep things respectful and refrain from name calling, shit talking, etc. I know it's easy to fall into that, I have myself many times... The internet can do that to you, lol.

You're free to argue and debate all you want, I'm just asking everyone to please try to aim for an overall community vibe of positivity and respect.

Thanks.

[robinoco]

It seems you didn’t actually read my post, otherwise you’d know they eventually offered a replacement free of charge, but only after first trying to sell me one, and even then they kept denying the defect. And yes, I have bought one myself locally much cheaper...
I’m not looking for affirmation, the defect is obvious.
What’s been funny is watching some of the Winspace loyalists in uproar: aggressively attacking me, offering poor arguments, unable to properly engage, and constantly falling back on insults. Honestly, quite entertaining.

Are you still going on this?

And exactly where in Winspaces' warranty terms do you think this is there issue? Its a nearly 2 year old, cheap-as-chips saddle clamp that no doubt Winspace buy in from a third party. Its not a frame (3 years) or wheels (2 years). Its a wear & tear part = not covered

You've been threatening legal action, compensation etc etc. How have you got on with your lawsuit? When will you be expecting a payout?



WARRANTY
Here at Winspace we stand behind our products. We believe in providing a quality product to our users that is safe and fit for intended purpose. For this reason we supply all our frames with 3 years’ warranty and 2 years’ warranty for our wheelsets. The specific details of our warranty can be found below;

WINSPACE warranty:

1) The warranty period starts at the time of the goods’ arrival at the original buyer’s location and lasts for: Framesets 3(three) years, wheelsets 2(two) years.

2) WINSPACE warranty covers exclusively the manufacturing defects of its products and excludes, notably, from its scope of application any damage, prejudice and, more generally, any direct or indirect consequence which would result from bad use or failure to respect user instructions, the lack of maintenance or non-conforming use of the products.

3) WINSPACE warranty does not cover parts that are subject to normal wear and tear. Wear and tear parts are subject to damage as a result of normal use and riding in conditions/usage for applications other than recommended. Wear and tear parts are identified as: wheel brake pads, rim brake surface, spokes, rim tape, bearings, etc.

4) Warranty terms for defects in workmanship or parts:

A.) The seller shall supply the buyer with lucid instructions and/or diagramnfor replacing defective parts, as well as spare parts.

B.) In the event that the defect is beyond repair, the seller shall be liable for the defective products, by providing the buyer reimbursements or replacements for the complete unit.