Before I get into my complaints about Propain as a brand and the worst customer service I have experienced in over a decade of buying bikes (I currently own 5 different bikes for reference), I will start with the bike itself.
The above bike is a Propain Terrel CF "Raw Matte" size S with Venom Black Decals and Badge, and the Rival 13-speed groupset with Campagnolo Levante carbon wheels on 44mm Tufo Thundero tires.
The bike rides fine, build quality seems solid, and compared to my previous Giant Revolt Advanced (2021), rides similarly, it's just a bit more confident on the descents, just as comfortable at the rear, but noticeably harsher in the front, but that might just be because I'm too stretched out due to the handlebar they substituted for (more on that later), fortunately I ordered it with a stack the size of a skyscraper so I can compensate a bit while I wait for the bike fit.
So now for why I think people shouldn't get one unless they are willing to deal with a brand that has pretty poor customer service:
- First contact took a week for a reply.
- Second contact (asking about crank length, not listed on their website) was never answered.
- Asked again about crank length, never got a reply (important since I get back pain with longer cranks).
- In the same contact above, asked about compatibility with the Fidlock bottles they were selling and the frame bag they say they sell, never got a reply.
- The frame bag, advertised as part of the bike’s system, was supposed to be available mid/end of August. It’s now mid October, and it still isn’t available.
- Initial shipping date 2nd of August. Actual shipping date 20th of August.
- Ordered the sixpack gravel carbon handlebar (11mm of rise, 7.5º of backsweep, 18º flare) paid extra for it. They substituted a Newmen dropbar advanced G (4º fron and down sweep), the opposite geometry to the sixpack adding from my calculations about 40 to 50mm extra reach. This handlebar is also 50€ cheaper MSRP.
- When the bike finally arrived, the frame was paint damaged in 2 spots, thin foam in some places and literally no foam in one of the damaged ones. The handlebar was resting against one of the places with thin foam that had the damage and the other place that had no foam also had damage.
- There is no dedicated post sale service line, so I had to wait another 3 days before being given a solution. Live chat was useless since they answered but provided no information there.
- Their "solution" was for me to transport the big ass box to the post office. I will like to point out that it gets shipped by DHL freight, so even DHL doesn't deliver it on a normal van precisely because it is too big for normal delivery. They only seem to offer pickup for ebikes. Unless you have a vehicle big enough for this box, I would hardly call this a "free return" on an item delivered damaged.
- 3 weeks later, the replacement arrived, still poorly packaged, missing foam in the same spot, resulting in minor cosmetic damage in that spot, due to how minor it was and from me not wanting to deal with them anymore (more on that later), I kept it anyway.
Now time for assembly; surely no more problems here, right? Right? RIGHT?
- The derailleur wasn't installed this time, but was installed the first time. Assuming it was a mistake I contacted them just to let them know QA had missed this. Their answer in the same email they say I am right and that it should be assembled, and that they changed it so now it doesn't come assembled, paid for an SRAM Rival derailleur and got Schrödinger’s derailleur, that given the manual doesn't say you need to assemble it, this derailleur is so good you can leave it at home and the bike is still supposed to shift incredibly. Free upgrade from Propain /s.
- The included manual is terrible. Besides the above, it lists the torque specs of 18nm for the wheel axles, but then it tells you to make sure they are tightened to 12nm. I guess in their defense you do in fact need to tighten it to 12nm before you get to 18nm.
- Asked about chain length since sram calculator said 120 links, but mine only had 118. They confirmed their mechanic had made a mistake and promised a replacement. 2 weeks later, no tracking number and no chain.
- On the manual they tell you to tighten the stem to the handlebar in a crosshatch pattern. On the video of the assembly of this bike they tighten the lower 2 bolts first. Best part? It's a no top gap stem, so neither of those 2 instructions is correct, since you tighten the top 2 bolts first and only then the lower ones.
Contact them about the stem thing since wrongly tightening the stem can lead to customers seeing their bike dynamically adjust the angle of the handlebar while they are riding, which is, I assume, not something you want a bike to do.
They tell me they take safety seriously, so they will need to check it internally, and they have no response for me yet. 2 Weeks later still no response, I guess they are still consulting the stem manufacturer just to make sure it is a no top gap stem like it shows on the stem itself.
Oh wait, they are the stem manufacturer since sixpack is as far as I can tell their in house brand of components lol.
I guess in Propain's defense, I had initially contacted them to let them know of how they could improve things, they got back to me so it's only fair I give their answer to this, with my comments on it added inside ():
– Ticket handling and communication: We are currently revising our ticket system to make processing more transparent, faster, and easier to track.
– Product information: Your feedback regarding crank lengths etc. and accessories has been taken on board and will be added to our website shortly. (Over 1 month later still can't find this information)
– Substitution of components: You are absolutely right. Unavailable components must be replaced with items that are at least equivalent or better. We are establishing binding processes for this. (Always great when solutions to screwing the customers are future facing)
– Quality assurance & packaging: We have initiated internal reviews to ensure that no bike leaves our warehouse without complete protective packaging. A residual risk does remain during shipping itself, as we cannot fully control how the carrier handles the packages. (This before they had gotten my bike back after I got it for the first time, yet they still managed to send it without protective foam in the same place, guess this one is on the list of things to be handled shortly too)
– Returns: We are currently reviewing how to make pick-up by a shipping company the standard for non-e-bikes as well, so that you don’t have to worry about these issues. (I certainly don't have to worry about these issues, since I'm certainly not ordering another propain bike again).
So yeah, if you want a brand that truly stands by their name of being a professional pain in the ass to deal with , go ProPain all day long.
by Micaem
12 Comments
Are you in the US? I picked up a Terrell a couple months ago and every email I sent with questions was responded to within 24 hours (typically same day). I was able to pickup at their headquarters so didn’t need to deal with any shipping damage. Loving the ride and value of the build so far. Sucks you’ve had a rough experience.
I understand there are some shit bike shops around and sometimes overpriced too but all this stuff is kind of the chance you take with direct to consumer bikes.
After like the first 5ish bullets why pursue a purchase with someone who doesn’t give a fuck.
Around bullet 6-7 in awe you didn’t immediately return.
Tldr the rest, too much trainwreck
I mean, the brand name should have been a warning…
I’m never buying a bike called any kind of “Pain”
The spacers on there are insane.
Dude, there are literally like 2 people working customer service in NA for Propain. It takes them a while, but they deliver. I had a serious issue with my terrel that wasn’t even their fault and they took damn good care of me.
I see now that you are EU. So no comparison from me. But the NA guys are A-OK in my book. 100% happy with my interactions with them.
I can’t believe that all that long I’m checking their configurator I didn’t notice crank length is missing… Dude
I had no issue with mine. Packaging was good and derailleur was mounted.
My thinking process to buy Direct To Consumer is that you always take a risk something goes wrong and it’s going to be a pain to deal with.
That sucks and is unacceptable, I’d have given up and gone elsewhere after they failed to answer the initial simple questions. If a company can’t get pre-sales right there’s no chance their after-sales customer service will be fit for purpose. I assume the price was crazy good for you not to have walked away?
As for the bike, does it have a really long reach? You seem to have bought a frame that’s at least 1 size too small otherwise!
That really sucks to see, man. Those scratches must be frustrating, especially after all that waiting. Maybe they can be polished out with one of those car paint repair kits or light polishing compounds, might be worth a try. I’ve got almost the same bike, Terrel CF in Raw Matte with the Force XPLR build, and I actually chose the same color because I thought it didn’t have any paint or top coat, so there’d be nothing to scratch when bikepacking through woods and mountains. Kind of wish I’d gone for the Olive instead, though, just for peace of mind.
I was pretty lucky with delivery. They forgot the jersey I ordered, and the frame bag they sent was the wrong size, but otherwise I absolutely love the bike. The build quality feels great, and it rides beautifully once set up right. The assembly instructions were completely useless though. I also had too many spacers, about three centimeters in total, and it’s tricky to test a lower setup since the spacers don’t fit over the headset, unlike the in-house stems I’ve used from Scott and Canyon. Luckily, I only have about one centimeter too much now.
Customer service has been slow but not terrible. It’s just frustrating waiting days for replies when you’ve just received a new bike. They really should have a hotline for that first week after delivery. I sent them a question last Wednesday, and it’s Monday now with no response.
Still, once everything’s dialed in, the Terrel really shines. It’s an incredible bike for the price, almost perfect, which makes the slow communication even more of a shame.
Sorry but that bike and the accessories are really hard on the eye, although bringing down the comically upright computer mount is an easy fix…
After your initial emails 📧 and no reply and no support after sales I wouldn’t have bought from them.