I have had two Diamondback bicycles in a year and both are so garbage quality that they become completely unusual due to manufacturer defects and safety issues. | I have since experienced the following from Diamondback | Criminal neglect in regards to fulfillment of warranty claims | Psychological abuse of customer | Blaming customers for neglect when product is defective | Blaming customer for not maintenance the part when there is no such mention in the manual or any where else that such act should be performed. | Treating the customer as a liar | Making fulfillment of warranty claims so difficult that resolving the claim is inaccessible to the customer leaving the customer with a damaged and unusual product even though it’s covered under warranty and the implied warranty laws. | I have a 9 month old bike with a defective rear hub. | By the time I discovered anything was wrong with the wheel it was grinding to the point you can feel the vibrations in the frame of the bike. | Naturally, I filed a warranty claim for a defective part. Diamondback then tells me to service the bike in such a way that would be impossible to do unless you’re a bike mechanic by ‘taking off the cassette’ and more which takes specialized tools. And then tells me to file a claim with the hub manufacturer, which would not provide any solution that would get me back on the road. | After telling them that both solutions are not viable I asked that they just ship out a replacement wheel. This is when they started falsely accusing me of neglect and not maintenancing the hub when there is not the slightest mention of hub maintenance anywhere in the manual or on their website. | Then I caught Diamondback inventing lies about the customer to illegally void the warranty. It was on Sept 18 ’18 that I emailed the warranty claim rep that replaced my previous garbage bike that was a total lemon (i.e., the front fork was screeching like a bird, the next month the pedal crank internals were squeaking and needed replacing, then both pedals themselves cracked due to toy-like plastic not meant for bicycles, every 100 miles the rear wheel spokes would come 100% loose rattling needing truing, the caliper brakes were screeching even after the bike shop adjusted them, and then the real wheel axle broke). | He (Leif Flemming) did not want to help the customer and blew me off telling me I had to file the claim via their website warranty claim page even though he was the one that shipping out the bike. OK, fine. After a month, I filed the claim and expressed to them the problem and also expressed to them my belief about how the problem, that the hub was defective and was getting worse over time, meaning, the hub was bad and because the hub was bad the wear in the hub is not due to anything the customer could have done. And then… | Leif Flemming falsely accuses me of riding the bike in that month’s time telling me that it got worse over the four weeks I had to wait to file the claim. I had injured my back and because of spinal pinching I could not physically read the serial number, which the warranty claim form page required for me to file the claim. And so I caught Diamondback making things up out of the blue and accusing the customer falsely of things to then claim that I neglected to service the bike when they told me to, which I couldn’t do anyway nor would I do it even if I could because no sane person would service a hub that is that damaged, which is the reason why I filed the warranty claim in the first place. | I attempted to reason with the Diamondback rep and told them the reason why I had to wait four weeks and informed him that he was inventing delusions, basically accusing me of lying and deceit, to avoid the warranty. | So Diamondback says, “Your symptoms, the wheel “making a rubbing/grinding sound” is not a warrantable manufacturing defect that Diamondback can cover.” I informed him that it was not just a sound, but a brake like drag on the wheel. So I flipped the bike over and recorded video showing that if you spin both wheels the rear wheel stops in 16 seconds as if there are brakes applied to it demonstrating that massive internal damage due a defect that I did not create. The front wheel took 3 minutes and 25 seconds to stop spinning on its own. I also recorded the grinding sound it makes but that’s not evidence of a defective hub to Diamondback. | No matter what the situation is, Diamondback cannot acknowledge that the hub in my bike is defective and attempting to reason when them is like trying to convey an idea to someone with Narcissistic Personality Disorder. They maintain that I was neglectful and quote the following as a blow-off. “This manual is not intended as a comprehensive use, service, repair or maintenance manual. Please see your dealer for all service, repairs, or maintenance. Your dealer may also be able to refer you to classes, clinics, or books on bicycle use, service, repair or maintenance.” Similar to a car or motorcycle purchase, you are provided an owners manual, not a service manual. They, nor do we, expect users to know every aspect of how to overhaul every component, although information is readily available to learn how, through your local shop, club or community organization or through any of the public information sources and literature.” They fail to recognize that I’m not contacting diamondback for service, repairs, or maintenance, but for a Warranty Claim. There is no way to have prevented this hub from going bad. | I then contacted the company using their contact form and told them about this psychopath, Leif Flemming, who can’t face reality, and criminally avoiding the warranty responsibilities and the person who responded told me the same thing – “We reviewed your claims with us and have determined that your claim be a case of neglect rather than warranty”. So this is evidence that this is not an isolated incident with a mentally deranged customer rep, but rather a practice of Diamondback Bicycles to falsely accuse the customer of anything to not fulfill the warranty responsibilities. When Diamondback says, “WE STAND BY OUR PRODUCTS”, they are lying through their smiling, friendly teeth. | Diamondback did everything they could to avoid fulfilling the warranty. Their suggestions and responses are completely illogical and not only that, not viable solutions, meaning, that even if I were to file a claim with the manufacturer that would not lead to a rideable bike. I had to deal with psychological abuse (yes, I’m educated in psychology) to point that they were virtue signaling, telling me how wonderful of a person they are in their community as a volunteer and helping other disabled people (probably lies) while they are criminally screwing me over. | I’m a disabled person. I have spinal injuries and so it is impossible to physically misuse a bike or be rough with it or I would reinjure my back. So have a mountain bike, claimed to be able to “handle rough terrain”, and use it 90% of the time on the bike trails in my city vs. the city streets because the streets are so decrepit and neglected that it hurts my back and neck. So Diamondback’s mountain bike cannot even handle a perfectly smooth road without going bad. That’s how garbage quality their bikes are. Right now I have a 9 months old defective mountain bike and the customer rep told me to sell the bike and buy another brand. Diamondback just can’t be bothered to ship out a replacement wheel. | I have determined that after having three defective, garbage quality defective bikes, that Diamondback deals in defective products deliberately and knowingly and does not want to honor any warranty to produce a profit. | I’ve learned through direct experience with Diamondback that they do everything in their power to blame the customer for their defective products. Diamondback will twist the truth to find any excuse not to honor their warranty. They will redefine situations where a defective product = damage by the customer due to neglect, which totally irrational. They will falsely accuse the customer of things without any evidence and create an alternate reality delusion that never happened just to create an excuse to falsely “void the warranty”. And to give feedback I took the liberty of rewriting their Warranty Statement to accurately reflect the experience of what is like to be a customer of Diamondback to give them feedback and to let others know to boycott Diamondback unless you want a similar experience being that Diamondback stands by their abuse and neglect (psychological projection) of customers.
Name: Diamondback Bikes
Country: United States
Address: 6004 South 190th Street, Suite 101