Anyone else been through a bicycle warranty process?

[funkyrobot]

I have a carbon 2016 Cube Attain GT Pro Disc that i have had issues with ever since I bought it in Feb 2017.

To cut a long story short, I noticed last week that the BB had failed. The bike has been ridden probably 30 times.

I bought a new BB (Shimano press fit) and pressed it in. This was when I noticed that the non drive side could be pushed in by hand. When putting the hollowtech 2 cranks back in, it would push the BB out again. This could be why the old BB failed with not much use, and could be why I've had so many issues with noises and knocks and bangs.

It's gone back to the annoying shop I bought it from today. I did hope I would never have to use them again (awful service and have never fixed the bike), but it's had to go back as it may need sorting under warranty.

Anyhow, the shop have told me they have raised a warranty request with Cube.

Anyone else been through a warranty process for a frame issue? Was the outcome ok?

I won't have be bike back for at least 2 weeks and I've probably lost the new BB I installed now. Bit of a pain.

[Usget]

That's annoying. Did you take photos/videos before you handed it over, just in case they send it back and say "user error m8"?

Someone I know had a Spesh Allez frame snap on him after about eight years hard usage, and raised a warranty claim with them. With no quibble at all, they offered him a like-for-like replacement or a 50% discount against a new Diverge - he chose the latter! Great service I thought.

[Dannbodge]

I'm just about to return my Specialized Tarmac with a suspected crack in the front fork.

Will let you know how it goes. Apparently speciaized are one of the better ones to deal with

[budgie smuggler]

This is not uncommon unfortunately, especially with pressfit BBs.

Have you ever seen any of Hambini's videos on YouTube? He covers this in a lot of detail, there is one video which lists which brand of bearings comes up smallest and biggest. You may well find that solves the problem.

https://www.youtube.com/user/nrgizerbunny/videos

[river_rat]

I've cracked 2 x Kona frames and one Trek carbon frame (actually that one was a bit more than a crack......) - all mountain bikes and all replaced under warranty.

[PomBstard]

Yep - Giant and Yeti. One was paint/corrosion and the other a cracked frame. No probs with either, though the bike shops each time we’re great - sounds like the OP’s aren’t quite as helpful. As suggested, take photos.

[Unexpected Item In The Bagging Area]

I had to claim for a replacement Cervelo frame years ago. It was insanely difficult and both I and my LBS found them extremely frustrating to deal with.

[uncinqsix]

I'm in the early stages of something similar with my Cannondale. The bottom bracket (BB30) has been noisy pretty much since I bought the thing (although very temporarily silenced by greasing), and when I was making another attempt to shut it up the other day, I noticed that the bearings could be pushed in by hand without much effort.

I'm tossing up whether to go through the hassle of pushing a warranty claim, or just buying a Praxis conversion bottom bracket and some new Shimano cranks and not worrying about it again.

Edited by uncinqsix on Tuesday 7th August 00:00

[Brother D]

Yeah had to change the frame on my Trek when the rear hanger broke off. - Only snag was it took about 2 months to resolve it (and I rebuilt it myself)

[anonymous-user]

Unexpected Item In The Bagging Area said:

I had to claim for a replacement Cervelo frame years ago. It was insanely difficult and both I and my LBS found them extremely frustrating to deal with.

I found Cervelo extremely easy and efficient to deal with. Madison, the UK importer and distributor, OTOH, are professional awkward squad members. Bypassing them and dealing with Cervelo direct, then having Cervelo tell Madison what to do and when to do it worked wonders.

[Unexpected Item In The Bagging Area]

The problem I had was that Cervelo had recently been taken over by a German company who dealt with warranties in house. My LBS reckoned that Madison had actually been good to deal with in their experience as one of the top Cervelo dealers in the country, so I’m intrigued by your findings!

[Malo]

I had a crack in the frame of my Trek Fuel years ago. Local bike shop sent the frame back for replacement under warranty, then charged me a fortune to rebuild it! Not happy about that so learn't how to bild a bike myself should the situation ever arise again.

[anonymous-user]

Unexpected Item In The Bagging Area said:

The problem I had was that Cervelo had recently been taken over by a German company who dealt with warranties in house. My LBS reckoned that Madison had actually been good to deal with in their experience as one of the top Cervelo dealers in the country, so I’m intrigued by your findings!

Hmm. Your LBS may have had some crossed wires.

Cervelo were taken over by Pon. Pon is Dutch.

Madison (the sole importer and distributor, not simply a dealer) are notoriously crap. If you can get a phone number for them (not easy) they will flat out refuse to talk to you about your warranty claim. They will only speak to the LBS and will put the phone down on you.

I ended up having to get Cervelo in Toronto to tell Madison what Cervelo’s warranty policy was and how to implement it, because Madison either didn’t know, or knew but were refusing to honour it (I suspect the latter - the way that claim worked was disadvantageous for them). .

[lufbramatt]

uncinqsix said:

I'm in the early stages of something similar with my Cannondale. The bottom bracket (BB30) has been noisy pretty much since I bought the thing (although very temporarily silenced by greasing), and when I was making another attempt to shut it up the other day, I noticed that the bearings could be pushed in by hand without much effort.

I'm tossing up whether to go through the hassle of pushing a warranty claim, or just buying a Praxis conversion bottom bracket and some new Shimano cranks and not worrying about it again.

Edited by uncinqsix on Tuesday 7th August 00:00

Sorry OP for dragging the thread OT but my BB30 has been silent since I used bearing retaining compound to effectively glue the bearings into the frame. Although it sounds like your BB shell might have been machined to the upper tolerance. My new bearings took a fair bit of force to get in.

[Unexpected Item In The Bagging Area]

Hmm... the German bit must have come from where Pon’s warranty base was, plus AIUI Madison had ceased to have any involvement with Cervelo at the time, about six years ago. Anyway it was a joke and there were a lot of other people around the net with the same problem.

[HoHoHo]

I have a Cube Attain Pro Disk and within a few weeks I noticed some grinding within the hub of the rear wheel (or whatever it’s called!).

I buy from Southdown Bikes in Storrington and they immediately took it back and replaced the rear wheel without question.

I also have a Cube Reaction GTC and after some miles the saddle split - I mentioned it to the shop and the next day a new saddle was waiting for me.

I also has a nasty crash last year and having taken the Reaction to the shop for repair to the derailleur and other bits I’d bent and battered they charged me £10 to get it back to where it was prior to impact.......

I guess it’s ultimately down to the shop and how they want to look after their customers.

I also have a 2019 Stumpjumper which I purchased from them and that’s just gone in for it’s free 500 mile first service and I know it will come back better than new (and it’s a bloody great bike already!)

[funkyrobot]

HoHoHo said:

I have a Cube Attain Pro Disk and within a few weeks I noticed some grinding within the hub of the rear wheel (or whatever it’s called!).

I buy from Southdown Bikes in Storrington and they immediately took it back and replaced the rear wheel without question.

I also have a Cube Reaction GTC and after some miles the saddle split - I mentioned it to the shop and the next day a new saddle was waiting for me.

I also has a nasty crash last year and having taken the Reaction to the shop for repair to the derailleur and other bits I’d bent and battered they charged me £10 to get it back to where it was prior to impact.......

I guess it’s ultimately down to the shop and how they want to look after their customers.

I also have a 2019 Stumpjumper which I purchased from them and that’s just gone in for it’s free 500 mile first service and I know it will come back better than new (and it’s a bloody great bike already!)

I bought mine from a shop that shares the name of a large reservoir near Peterborough, without 'water' on the end.

When i got the bike the discs were shot, the gears were all messed up, the headset was bone dry, bits of the bike were hanging off and it wasn't assembled properly. The bike shop couldn't give a damn.

I have since found that the front hub was done up too tight so the bearings are now grinding, the BB has failed far too soon and I have had to mess around further with the brakes.

The bike shop in question couldn't be less helpful. I even had attitude yesterday when I took it in for the warranty. I was asked why I had put another Shimano BB in as they are all st. I showed the chap the one that had failed and he said what do you expect.

Real shame I had to go back there, but needs must. I need to find a good bike shop.

[uncinqsix]

lufbramatt said:

Sorry OP for dragging the thread OT but my BB30 has been silent since I used bearing retaining compound to effectively glue the bearings into the frame. Although it sounds like your BB shell might have been machined to the upper tolerance. My new bearings took a fair bit of force to get in.

The bike shop made one attempt with retaining compound, and I've made another, neither with any success.The noise is definitely coming from the BB/crank area, as I can replicate it by rocking the crank with my hands. It's not the crank bolts or pedals, so I have no idea what else it could be...

[funkyrobot]

uncinqsix said:

lufbramatt said:

Sorry OP for dragging the thread OT but my BB30 has been silent since I used bearing retaining compound to effectively glue the bearings into the frame. Although it sounds like your BB shell might have been machined to the upper tolerance. My new bearings took a fair bit of force to get in.

The bike shop made one attempt with retaining compound, and I've made another, neither with any success.The noise is definitely coming from the BB/crank area, as I can replicate it by rocking the crank with my hands. It's not the crank bolts or pedals, so I have no idea what else it could be...

Same symptoms as my BB. I could see play when rocking the cranks by hand. Also had a horrible creaking and clicking noise that I couldn't track down.

[Crippo]

Your warranty is with the seller of your bike, the distributor does not have any obligation to talk to you. It’s upto the retailer to send the claim on and a distributor will not wish to talk to the consumer. That Is the contract which they all work to. Distributors rely on their retailers to siphon off non claims and only to advance genuine ones