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Ostro 1.0 Delamination Issue

Comprehensive support and communication strategies for addressing the Ostro 1.0 delamination concerns

Overview of the Delamination Issue

The Ostro 1.0 model is currently experiencing a delamination issue (Ticket Reference: CLM2400591). This matter is under review, with updates being provided by Aster Liao. If you are affected by this issue, please monitor for updates or reach out to customer support for more information.

Effective Communication with Customer Support

Clear communication is essential when seeking assistance. Recent feedback from customers like Scott Brown and Nicolas Baroux highlights their satisfaction with the responsive support provided by Daniel Yang from Factor Bikes. When reaching out for help, please include detailed information about your inquiry to enable a quicker response.

Tracking Your Order and Shipping Details

If you're looking for updates on your order status or need shipping information, you can easily do so through the Shop app. Many customers, including Nomi Urbn, have found direct contact with customer service beneficial for expedited shipping queries.

How to Track Your Order:

  1. Log into the Shop app.
  2. Go to your account and select the order you want to check.
  3. Click on the shipping link for real-time updates.

Technical Inquiries and Product Availability

For questions related to product specifications, such as the Ostro Gravel model and its accessories (including handlebars and barstems), we encourage you to visit the relevant product pages on our website. Alternatively, you can reach out to support for any detailed inquiries.

Warranty Claims and Returns Process

Factor Bikes offers a straightforward process for warranty claims, including those for damaged products. If you need to file a warranty request or inquire about a crash replacement, please follow these steps:

  1. Locate your purchase receipt.
  2. Submit your warranty inquiry through our designated channel.

Return Policy for Incorrect Sizes

If you receive an incorrectly sized part and need to initiate a return, please contact our customer service to discuss your options.

Conclusion

By proactively addressing these common concerns, we aim to improve the customer experience and provide clear pathways for inquiries related to the Ostro 1.0 model and other products. Should you have any unresolved issues, please do not hesitate to contact customer support for assistance.