Email conversation with State Bicycle RE: Broken Crank arm

From: State Bicycle Support support@statebicycle.com
Subject: Re: [##32161##] Re: Order confirmation for order #517921
Date: 22 October 2015 at 17:33 To: *********

Hello,
Our company policy requires that the bikes are professionally assembled at your local bike shop, by a trained and certified mechanic. The bike will come 90% assembled, however you will still need to have all of the components properly torqued to spec, as well as a safety check preformed on the bicycle. In this message we have included the direct link to our warranty policy. -

http://www.statebicycle.com/pages/warranty

To help get you back out and cycling we would like to offer 25% off a new crankset, and bottom bracket. This will hopefully help get you our and cycling as soon as possible.
If you would like to place this order using the 25% off, you will need to stop by our live chat option found on the website, here we will have one of our customer service agents help set up the replacement order with you. You will just need to reference ticket -32161

Sales and Customer Service | State Bicycle Co. State Bicycle Co.
Phone: (855) 557-8283
Email: *info@statebicycle.com
Website:* www.statebicycle.com

---- On Wed, 21 Oct 2015 16:33:22 -0700 ********* wrote ----

I'm extremely disappointed with this response, being unwilling to stand by your product within 30 days of purchase because I didn't go to a local shop and spend additional money -- which was never clearly explained to me up front, and your marketing clearly states that your bikes come 90% assembled and that you recommend professional assembly -- to verify the quality of your "craftsmanship". If the issue is not resolved at no additional cost to me then I will not be making any future purchases with you, nor will I be recommending your products. The bike is great looking and I loved riding it for all 45 miles that it stayed together, but if this is how you show your customers that they are valued and you appreciate them choosing to spend their money with you; then I'm not going to repeat my mistake of making a purchase with a company that doesn't care about quality or customer service and cut my losses now.

---- On 21 Oct 2015, at 16:45, State Bicycle Support <support@statebicycle.com> wrote: ----
Hello,

Thank you for getting back to us in a timely manner regarding your order, unfortunately if the bike was not assembled at your local bike shop, by a certified and trained mechanic, this will void the warranty.
It is company policy to have any and all bikes assembled at your local shop to validate the warranty. This will ensure that all the parts on the bike are properly tightened down to the correct specs.
We would like to offer you 20% off a new crankset and bottom bracket, to get you out and cycling as soon as possible. To order this crankset, we will need you to stop by our live chat option found on the website, one of our customer service agents will be able to assist you with this replacement order
You will need the crankset, and bottom bracket to be installed at your local bike shop, we would also suggest having the shop preform a safety check on the bike as well, this will help validate the warranty.
Sales and Customer Service | State Bicycle Co. State Bicycle Co.

Phone: (855) 557-8283
Email: *info@statebicycle.com
Website:* http://www.statebicycle.com/

---- On Tue, 20 Oct 2015 15:52:44 -0700 ************ wrote ----

Original order number: Already provided, in the email subject

Warranty info and receipt from professional assembly: I don't have a receipt of professional assembly as I had my friend who has raced for years help put the wheels and pedals on the bike...as your marketing clearly states your bikes come 90% pre-assembled and the part in question is one that your company assembled.

Warranty info? I just got the bike in the last 30 days; order was placed on 9/25 and produce was received on 10/2; so original request for support was placed 13 days after arrival. I've attached the form from the package now completed. As well as a photos, clearly show casing this issue. Previous photo attached and here is a video, hope this helps. https://youtu.be/rPkU6lYpMTQ

---- On 14 Oct 2015, at 18:38, State Bicycle Support <support@statebicycle.com> wrote: ----

Hello,
Thank you for bringing this issue to our attention, we do apologize for this issue you are currently experiencing, this is certainly not how we want our valued customer to experience their new bicycles.
For our warranty department we will need you to include your original order number, warranty info and receipt from professional assembly, as well as a photos, clearly show casing this issue. The photo provided in this message is un clear to see, unfortunately.
Once we have this information for our warranty department, we will contact you as soon as possible to get this issue resolved. Again we apologize for this issue you are having, and look forward to getting this information from you.

Sales and Customer Service | State Bicycle Co. State Bicycle Co.
Phone: (855) 557-8283
Email: *info@statebicycle.com
Website:* http://www.statebicycle.com/

---- On Tue, 13 Oct 2015 14:55:53 -0700 ************ wrote ----

I just got back from a ride where I had to ride home with one pedal because my left crank arm came loose and eventually fell off. I was only into the ride about 5 miles; I've put less then 50 miles on the bike in the few weeks that I've had it. I just grabbed the crank and kept moving along -- I was mildly embarrassed that my new bike just feel apart on me on a relatively busy street -- and I didn't realize there were other parts that fell off. Can you please help me get I need to fix this? Should I be worried about damage to the crank itself? I've attached an image.

Thanks

<1.jpg>

On 25 Sep 2015, at 15:12, State Bicycle Co. <admin@statebicycle.com> wrote:
Thank you for placing your order with State Bicycle Co.! This email is to confirm your recent order.
Date 09/25/2015
Shipping address
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Billing address
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1x Matte Black 5 - 52 / Bullhorn Bars
Wheel Color: Black (Default)
Pedal Type: Standard Pedal Set
Add Hold Fast Straps: None
Saddle Type: Standard Saddle

Upgrade to Carbon Fiber Fork: No Upgrade
Add Water Bottle Cage: None
for $449.00 each
Subtotal : $449.00 USD Shipping : $0.00 USD Total : $449.00 USD