disappointed in Nicolai

[CaptainSlow]

Update: problems solved thanks to Kalle!

Hi,

last summer I got my new Helius AM frame in titan ano. Then I saw that there were two things wrong with it. First the rear end was wrong, I ordered black ano seatstays and titan ano chainstays, but got it just swapped. Second was the color of the titan ano, it's far too dark, it doesn't even look like the titan frames I saw on internet.

I know Nicolai has some conditions about the risks of anodising, like differences because of welding and different types of aluminium, but I think that's nice, that's Nicolai. However I can't find something in it about a total wrong color. http://whyexfiles.dbap.de/Public/NICOLAI/manuals/Manuals/Eloxalfarben_anodizing.pdf

Now Nicolai says they don't want to do anything with the frame, and even not with the rear end. And if I would like to have a rear end in the colors I want, the risk of difference in color with the mainframe (almost 100%) is going to be for me.

Now I have a frame which was quite expensive, but I'm very disappointed in the color and in Nicolai. We have several Nicolai frames and we've always been very satisfied with them, but know I'm very dissapointed. What do I have to do with this?

here is a pic of the frame:

and a pic to compare:

 

[tantrum]

Well, I don't know the history of it or why they wouldn't take it back, but I have to say I sympathise with you. If I was expecting the colour at the bottom and got the colour at the top, I'd be feeling pretty sad. It's purple!

 

[abbath]

Hmmm... If you look at the pictures of the Helius AM on the Nicolai webpage, you'll realize that the frame is also a lot darker than the one in the picture above. Yours is even darker, alright, but I guess that there is just a vast range of different shades of titan anodization around. Maybe it's the next anodization to be taken out of the color range after silver?

But mixing up the color scheme of your frame's rear end is definitely something Nicolai should take the responsibility for - unless the order specifications were not exact enough.

 

[nox_]

I can't complain when it comes to customer support at Nicolai. I ordered my AFR Frame with the nice old FR Gussets... First i got a Frame with normal AFR Gussets.

Since i had to pay an upcharge(<100€) for the Gussets my dealer mailed Nicolai what to do about it.

Karl Nicolai offered 3 options.
1) i could keep the frame and get a small refund. (dunno how much)
2) i could send the frame back to Nicolai immediately and get the new frame when its done.
3) or keep the frame (and ride it!) till the new frame is done. then change it. Witout any Upcharge nor shipping costs.

Well, i wanted to ride it.. so i went with opt. 3.

a few weeks later the new frame was ready. my dealer mounted the components to the new frame and sent the old one back.

thats it. perfect customer service imo.

i think you or Nicolai got something wrong (at least about the mixed up colors). Just try to explain it again.

 

[CaptainSlow]

Hi everybody,

good news, the problem is solved. I contacted Kalle and he solved all the problems. He produces me a complete new frame! Now I know again why I've bought a Nicolai. I'm really happy with this.

his reaction:

Hi Gudo

to make the long story short ...... we will help you....

we will just do all the needed thinks to serve you in the best way and
produce a complete new frame and kick the ass of our anodising guy to makethe colors more precise .

please place a complete new order and we will produce this newframe free of charge for you. Your current frame can be given back to us as soon as you have the new frame in hand .

please gimme your idea on this.

best reg
Karl Nicolai

 

[pratt]

Richtig so!
Nur zufriedene Kunden sind gute Kunden!

 

[abbath]

kick the ass of our anodising guy to makethe colors more precise

What did I say?

 

[CaptainSlow]

does somebody maybe has the link to the colour configurator that was on this forum? Can't find it anymore.

 

[Timmy35]

http://www.mtb-news.de/forum/showthread.php?t=481721

 

[CaptainSlow]

thanks Timmy

 

[IceQ-]

This answer rulez

 

[sap]

just to say it once more: colors on a screen are not always the same as in reality.
I just got a used helius fr frame and ordered it with a color I picked on the screen. First I realized on another screen the color looks slightly different - not totally, but there was a difference. Second, when I got the frame I had to realize, it looks different againt. Pictures are tricky...chose by a professional color scheme (e.g. in some paint shop or whatever) to make sure the color is at least really close to what you want.