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Polygon customer service

2301 Views 5 Replies 5 Participants Last post by  chiefsilverback
Hello to all, anyone out there with a polygon who has had a positive customer service experience. If you create a ticket for a problem it is sent back as solved right away even though nothing has been done. I bought a 2019 N-9 new in September. Great bike but because of poor customer service I wouldn鈥檛 buy another from polygon. Other than derailleur hangers, I have at this time received all my warranty stuff (rear wheel, bottom pivot bolt, and a lot of emails). 6 months for problems to be resolved is unacceptable for each part, Covid or no Covid. Just thought I would see if anyone out there has had a good experience with polygon. I do like the bike if only customer service was good. Thank God I didn鈥檛 sell my backup bike. Just Ride 馃.
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Here in SEA, we buy our Polygons from suppliers. Not directly from Polygon website. Thus, warranty is being handled by shop/supplier.

Seem like in NA, you are purchasing it directly from the website?
As far as I know the USA and Australia purchase from bikesonline.com and bikesonline.com.au respectively.
Here in SEA, we buy our Polygons from suppliers. Not directly from Polygon website. Thus, warranty is being handled by shop/supplier.

Seem like in NA, you are purchasing it directly from the website?

As far as I know the USA and Australia purchase from bikesonline.com and bikesonline.com.au respectively.
As far as I know the USA and Australia purchase from bikesonline.com and bikesonline.com.au respectively.
Yes correct, bought 2 new N-9 bikes with 4 derailleur hangers 2019. After lots of emails and a couple of phone calls, still waiting on derailleurs. 2 problems resolved by warranty (year of downtime waiting). Look if you can鈥檛 get basic parts, it鈥檚 just no good. Great bike poor customer service.
It's almost June. 2022 - summer is about here, and I've been researching bikes for..a few months actually. All I have now is my road bike, and work outs and walks (x training you might say).
So I ordered a Polygon Siskiu D7 - taking a chance that I'd be one those who has had a good experience with them. Then I kinda freaked out and canceled it and am waiting for the bike to get rerouted back to Bikesonline.com, and for my refund.
To their credit, they would have had the bike to me in about 3 or 4 days. And the bike looks like it has good geo and decent parts - with exeption of the non boost front fork/hub, and non tubeless ready tires, and potentially not being able to run the Deore Shifter close enough to the rear brake lever.
Anyway, I guess I'll never know since I canceled the order. My budget for a bike can potentially go higher than the $1800 for this bike, but will have a better fork and front and rear boost hubs.
I'd say in general if you're a skilled home mechanic and do NOT need bike shops at all, the direct to consumer is a true bargain. But I know those bikes aren't all tuned and ready to go with just se basic assembly (bars, stem, wheels, dropper) like they say. I think by the time it's done right by a shop, the buyer is into it at least $300 more - tubeless ready tires, rim conversion, proper build and torque settings, tuning, correcting cable lengths and routing, etc.
So now I'm looking- waiting really, for the Canyon Neurons Alu to come in, or possibly new Trek Top Fuel, SC Alu Tallboy, or just a decent hardtail for now!
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But I know those bikes aren't all tuned and ready to go with just se basic assembly (bars, stem, wheels, dropper) like they say. I think by the time it's done right by a shop, the buyer is into it at least $300 more - tubeless ready tires, rim conversion, proper build and torque settings, tuning, correcting cable lengths and routing, etc.
I got my wife a Siskiu T8 and it was pretty much perfect out of the box. Dropper cable will be long on any new bike because the manufacturer doesn't know what height the owner will set the saddle at. If you buy through an LBS they may trim it for free but I wouldn't take it for granted. I had to get my new bike through an LBS, the front calliper wasn't properly torqued!

The tubeless stuff doesn't really apply because you're buying a bike that isn't tubeless ready. That's not an issue with the bike/brand, that's your choice. Even when you do buy a 'tubeless ready' bike either direct or through a dealer you will often find you have to do the conversion yourself, buy valve stems and sealant etc..., or pay the store to do it because the bike ships with inner tubes, especially at the ~$2000 price point.

EDIT - not only was the calliper not properly torqued, the dropper cable needed to be trimmed and the front brake and fork remote lockout cables were so short that I had to replace them in order to install a +5* stem!
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