Warning! My Experience with Winspace After-Sales

[Pswiss]

of cause they wanted to sell you a new clamp, because that's what you wanted in the first place.

In no f*** way anyone on this planet could guess that you broke the clamp or the clamp broke by itself from your first message.
and after their response the only person who escalated this 5$ story was you!

Please carefully look at the pictures.

This is a brittle fracture typical of defective aluminum casting. The granular break surface and absence of plastic deformation show clearly that the material failed suddenly, not from overload. I always used a torque wrench and never exceeded 5 Nm (the manufacturer’s limit is 6 Nm). If it had been overtightened to the point of breaking, the carbon frame would have been damaged or even destroyed first.

The crack propagated along the thinnest section around the bolt bore, where stress concentrates, but a properly manufactured part should easily withstand this. The failure points to casting porosity or metallurgical weakness — in other words, a manufacturing defect, not wear, misuse, or excessive force.

The only reason I escalated is because Winspace initially responded with the absurd claim that “there was no defect,” instead of taking responsibility. That’s the issue.

[hugovl]

Mate, maybe you could be a little more gently in future warranty complaints.

Statements like "outrageous" and "compensation" in the 2nd sentence already. Are you serious?
Let alone, the "legal avenues" when they don't react like the way you want.

Very agressive tone of voice right from the start imho.

[robinoco]

Please carefully look at the pictures.

This is a brittle fracture typical of defective aluminum casting. The granular break surface and absence of plastic deformation show clearly that the material failed suddenly, not from overload. I always used a torque wrench and never exceeded 5 Nm (the manufacturer’s limit is 6 Nm). If it had been overtightened to the point of breaking, the carbon frame would have been damaged or even destroyed first.

The crack propagated along the thinnest section around the bolt bore, where stress concentrates, but a properly manufactured part should easily withstand this. The failure points to casting porosity or metallurgical weakness — in other words, a manufacturing defect, not wear, misuse, or excessive force.

The only reason I escalated is because Winspace initially responded with the absurd claim that “there was no defect,” instead of taking responsibility. That’s the issue.

Honestly man, I go back to my original question. How much is your time worth, & how much of it have you wasted (and continue to waste) on this.

I understand the point you are trying to make - what if this was something else...... But really, is this the way? Just to prove 'you are right' - You will give yourself an ulcer!

[SirBikealot]

Please carefully look at the pictures.

i've seen the pictures and i see that there is some kind of defect.

But again let's see your conversation in another example like a car dealership:
Hi, the whatever kind of my car broke down, can you give me a new one?

Yes, of cause. Let me look at my spare parts list, what it will cost you.

WTF is wrong with you c... i never told you that this might be a warrenty issue so f... you, give me the god dawm thing and compensation or i will sue your ass off.

And with this kind of behavior you think they will be nice and obey your orders as they were god given?

Be nice, tell them what happend and they would likely respond the way you want in the first place.

I f.... up my BB and by beeing nice i got a free replacement.

You can be happy that they even respond to your mail in this nice way. Would it be my company, your mail already be in the trash can. And good look trying to sue a chinese company from i guess Switzerland for a 5$ saddle clamp.

[Pswiss]

Round seat post clamps are like $5 USD. Here I thought you were dealing with a custom clamp for an aero seat post. This is the equivalent of buying bar tape or some other minor sh*t. Suck it up and stop being a cry baby!

Putting aside the disrespectful language, you’re missing the point. The issue isn’t the $5 value of the clamp, it’s that Winspace is denying an obvious quality failure. The fracture shows a clear casting defect, yet they insist the part “has no issue.” That attitude is what’s not reassuring.

[Pswiss]

Mate, maybe you could be a little more gently in future warranty complaints.

Statements like "outrageous" and "compensation" in the 2nd sentence already. Are you serious?
Let alone, the "legal avenues" when they don't react like the way you want.

Very agressive tone of voice right from the start imho.

I wouldn’t call us “mates,” but setting that aside, it seems you didn’t actually read my post (perhaps it was too long for you).

My initial message to Winspace was simply:
“Dear Emma,
The saddle clamp has failed. Please note I have always used a torque wrench. This is really dangerous!” I even attached clear photos showing the defect.

Can you elaborate as to which part of that is “aggressive”?

Winspace’s response was not an offer of help, but to tell me to pay $15 for a new clamp plus $30 shipping, essentially, to go and get lost. That’s where the escalation began and continued when they claimed that this kind of failure is perfectly normal

[Pswiss]

i've seen the pictures and i see that there is some kind of defect.

But again let's see your conversation in another example like a car dealership:
Hi, the whatever kind of my car broke down, can you give me a new one?

Yes, of cause. Let me look at my spare parts list, what it will cost you.

WTF is wrong with you c... i never told you that this might be a warrenty issue so f... you, give me the god dawm thing and compensation or i will sue your ass off.

And with this kind of behavior you think they will be nice and obey your orders as they were god given?

Be nice, tell them what happend and they would likely respond the way you want in the first place.

I f.... up my BB and by beeing nice i got a free replacement.

You can be happy that they even respond to your mail in this nice way. Would it be my company, your mail already be in the trash can. And good look trying to sue a chinese company from i guess Switzerland for a 5$ saddle clamp.

I did exactly what you suggest.

My initial message was:

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

What exactly is “not nice” about this message? Can you explain? And why should I be “happy” that they even replied? Should I have sent them flowers for answering an email about a defect that could have caused an accident? I also attached several photos clearly showing the failure, and I sent it directly to the sales rep who sold me the bike, on the same email thread we had used before. So she was fully aware of the context.

Their response was to tell me to buy a new clamp, and then to insist there was no quality issue at all.

So do you agree with Winspace that this kind of failure is “normal”? Because that’s what your position implies. And if not, then we’re back to my original point: they denied an obvious defect instead of taking responsibility.

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

[gribs]

It's a cheap seat clamp that they'll clearly buy in and some will eventually fail. I'd guess they'd only be unhappy with the quality if they failed quickly and often. A sales rep will try and sell you a new one as that's what they're paid to do.

I'm not sure I understand why you contacted them in the first place as you clearly understand it's a low quality part so why would you want them to replace it with another? Just buy a good one. 

"If you don’t reconsider, I’ll pursue legal avenues and post this publicly." and asking for compensation just makes you sound like a dick.

[Takiyaki]

OP, Im sorry the part failed. It looks like you should be covered for this part under warranty, but for whatever reason you were not. I do think you should have led with the warranty coverage and not mentioned anything about compensation or w/e. Frustration isnt justification for a bad attitude.

And yea, while Ive had a good time with direct from China frames, I think between tariffs, the complete lack of warranty coverage, and next to no after purchase support, my FM639 will be my last DFC bike. "Western" brands have their own issues, including with stuff like warranty coverage, but ultimately there is a neck to choke if any problems arise. Brands like Winspace are for the Asian market with whatever comes to the west basically being gravy

[Pswiss]

Good lord. After they agreed to warranty the part, you insisted that they agree with you before shipping?
I would have told you to piss off after that.

Thanks for your deep insight.
Winspace denying an obvious defect isn’t just about a $15 clamp, it’s about safety.

Winspace are clearly maintaining that there’s nothing wrong with a part failing like this, denying an obvious manufacturing issue. If a company can’t even recognize such a failure and take responsibility, they’re endangering their customers.

But since you think that’s fine, I’ll save us both some time and, as you suggested, piss of

[Lotnik]

I wouldn't ask them for a new one if its bad quality in the first place.

[Da11as]

Usually when you buy a frame or complete bikes you have different warranties for frames and small parts. Many brands have something like 3-5 year warranty for frames and 1-2 year warranty for other parts (you can check with your LBS). After that, manufacturer is not obliged to replace parts for free.

If you see the part is bad or cheaply made in already cheap chinese component, just replace it right away, does it worth the time and effort spent on arguing? It's not like you're buying an Enve, where warranty is a part of marketing strategy and built in the price tag. In this case you are indeed playing Karen

Yes, there were multiple occasions documented on this forum where Winspace show themselves as a complete shit in terms of after sales for frame defects, that's one of the reasons why I completely dismissed them when I was looking for a new frameset. But the same happens with any brand - they will try to not make it a warranty claim as much as HR will bury you into the ground to cover shady company you worked for. Patrick Lino's Giant Propel fork case, Shimano's Cranksets, original Sram UDH - you name it.

So in summary, Winspace = shit, OP = Karen.

[Pswiss]

Not sure why you feel the need to insult me and call me a “Karen.” But thanks for the advice, if refusing to accept that Winspace denies liability for a clearly defective part makes me a Karen, then that’s… interesting.

[ZacItaly15]

you can't have your cake and eat it too...

You buy a cheap frameset from the other side of the world and you complain about a 3$ seatpost clamp that is not manufactured by Winspace and 99% of case is your fault or your dynamometric wrench fault.

It seems to me that your objection doesn't hold water

If they'd given you the clamp as a gift, you'd have complained that it wasn't delivered with a bouquet of flowers.
But do you think just because they're Chinese, they're also stupid?
The most ridiculous thing is to spend little and expect a service as if you had bought the frame in a boutique in Beverly Hills.
Your message insults us who read this forum and not Winspace who even bothered to reply to you

[surodo]

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