Diamondback Bicycles Tracking Order Status

I was able to follow the process pretty easily and they responded quickly. The company is doing great building wonderful bikes. I love my Release 5. Keep building great bikes don’t change anything you’re doing

I've owned my DB bike for almost 2 years now and the customer service has been great. I've contacted them 3 times using the chat/form submission and once over the phone, every time they replied or picked up quickly and were able to fix the problem or answer my question.

I bought a Diamond Back Ascent MTB with a Cro-Mo frame and forks. I had a lot of trouble with the headset coming loose. Tried preplacing the headset; still no good. I worked out in the end that the headtube top and bottom was not parallel; so the headset bearings have had a massive amount of load on just one part of the bearing ever since the bike was new. I took the frame to Mercian Cycles (who manufacture bike frames as well as do repairs) in Derby, they faced the headtube. This has sorted all the headset problems out straight away. The bike now works properly, which is something it has never done before in the 30 years since it was brand new!

I have purchased 2 bikes from diamondbacks web site and have to admit that they have de fasted shipment process, but the good new stops there. After the first day I noticed that the front and hear gear components were not regulated properly so we requested technical support from them two weeks ago and also tried to call and no response whatsoever. Now, less then One month that we have the bikes one of the rear wheel is showing a bearing issue noise which makes me request another technical support and also the items return. I am very disappointed with the lack of support and will do whatever it takes to have my costumer rights respect.

Wow, customer service went above and beyond. The bike quality is excellent. Thanks!