I’m in the US, bay area. I’m so close to buying a bike from factor, but I’ve sent a few emails via their webpage contact routine and for the life of me, i cannot get a response…
there’s no good factor retailers near me, closest ones are all near LA. I’ve gone on their website for retailers, but when I call the ones near SF, the stores that actually sell them all say their quality isn’t very good…so strange.
When I browse online forums, I almost never see anything bad about the bikes or the customer service. I’m afraid to be stuck with a bike that I cannot get any support on if warranty claims are ever on the table. Or if I need to buy spare parts thats not handlebar or seatpost.
Am I the only one having such a bad experience with them? Do you guys that have the factor O2/Ostro all live in LA or build up the bikes yourself?
I live in the EU so i’m really not sure if my experience will be of help to you, but i have a factor and my experience with customer support was always nothing short of amazing.
Even before buying the bike i emailed factor with loads of questions and John Ebsen was extremely patient and we went back and forth for about 30 or so emails.
After the purchase i had an issue with my fork and they replaced it no questions asked. It took about 5 days from the day i contacted John about my fork issue to the day the new fork arrived at my house.
I can honestly say that so far it has been one of the best customer support experiences i ever had.
But like i said, i’m from EU, so not sure if the US costumers deal with the same ppl i’ve been dealing with?
i live in the bay area and have an ostro. i’ve had good experiences with them and they usually do respond to questions that i’ve sent in both pre/post sale (bought from them directly).
was there anything specific questions you had? i’d be happy to share my experiences with you if that’ll help (feel free to DM me).
I can’t speak to their customer service, but Rob Gitellis has an excellent reputation in the industry as a manufacturer / supplier. He was originally the frame manufacturer from Cervelo in the 00’s before focusing on his own brand.
From a quality perspective, I wouldn’t hesitate to buy a Factor frame.
I am not having much luck with their customer service team. My bike (not even six months old) cracked in two places rolling over the timing plate at the George Hincapie Gran Fondo this weekend. I can’t seem to get in touch with a live person at Factor Bikes. Calls to their 424 number go directly to voicemail and no one calls back.
Any thoughts on how I get in touch with someone to start the warranty process would be greatly appreciated.