I guess this explains why they're out of stock... Hope Nick gets this taken care of soon...
Dear Sigma Customers,
You are receiving this email because you purchased a TriRig Sigma stem, and we are writing to you today to discuss a safety issue we have discovered with the Sigma stems.
We are going to issue brand new stems to all existing Sigma customers, free of charge. It is essential that you discontinue use of your current stems IMMEDIATELY to avoid injury. Replacement stems will be ready in the next 8-12 weeks, possibly sooner. If you cannot be without your bicycle during that time, you should IMMEDIATELY discontinue use of your current stem and use an alternate stem for the time being.
Please read this ENTIRE email, we need your response to the questions below in the next 15 days. Thank you!
Background on Safety
First of all, we want you to understand that we take product safety VERY seriously. All TriRig products are tested and certified under the most rigorous standards tests that exist for bicycles: the CPSC and CEN tests. However, despite our best efforts, potential safety issues arise. When that happens, we move to action immediately, which is exactly what has happened here. We've identified an issue, and we are taking action.
What is the issue?
Currently, stems are produced in a die cast mold using a casting aluminum alloy designated ADC12. We have discovered an issue where, in certain conditions, the cast parts can fatigue over time, causing a catastrophic fracture that results in failure of the stem. Recently, we received a report from a customer whose Sigma stem had failed, breaking clean through the 4mm-thick wall at the center of the stem, just aft of the top clamp part. We have received notice of two such failures to date.
What stems are affected?
All current Sigma stems are affected - both the Sigma Flat and the Sigma +35. We have only seen failures on the Sigma Flat, but we will also be replacing the Sigma 35's.
What have we done to address the issue?
In order to address this issue, all Sigmas going forward will be CNC machined from a solid block of aircraft-grade T6-7075 aluminum, which boasts much improved strength and fatigue properties compared to ADC12.
Is the new version of the Sigma heavier than the original?
The redesigned Sigma XF is approximately 45g heavier than the original Sigma Flat, owing to its wider overall design. To put it in perspective, that's about the weight of one nutrition gel packet.
The Sigma N35 is approximately the same weight as the original Sigma +35, since the size and shape are the same. T6-7075 is marginally heavier than the ADC12 casting metal, but it shouldn't affect the weight of the Sigma N35 by more than a few grams.
What happens next?
We are currently putting the new design through extensive fatigue and standards testing. Once the design is validated, we will proceed to mass production. Each one of you will receive a brand new Sigma, free of charge. We will be sending these out in the next 8-12 weeks, as soon as they're ready. And we will continue to update you on the production status in the mean time.
We need to be sure that the old Sigma stems are taken out of use IMMEDIATELY, so we need each stem to be shipped back to us. We will reimburse you for your shipping cost, so please provide proof of your shipping payment when the stem is returned.
Please send the stems to:
Nick Salazar, TriRig.com
3036 Greensborough Dr
Highlands Ranch, CO 80129
USA
What if I no longer feel confident with the Sigma? I don't want to own the newly designed versions.
We completely understand. If you would prefer to return your stem for a complete refund, you may do so. We will waive the usual return period limits, and waive the restocking fees. This replacement program is no fault of yours, so you shouldn't have to be stuck with a product you no longer want.
To be clear, you can choose a replacement OR a refund, but not both. We need your decision via email in the next 15 days.
Also, we're very humbled and proud to say that the first customer to inform us of a stem failure ... he's still planning to ride the new Sigma when it's available. It's that kind of devotion to our products that makes our customers special, and keeps us really motivated as a company. We cherish each of our customers, and will continue to make the coolest and most reliable products we can dream up.
Don't hesitate to ask any questions if you have them. We are working hard to take care of this issue quickly and with the least possible amount of inconvenience. Thanks for your patience.
http://us1.campaign-archive2.com/...53&id=be15168b22
-Alex
Dear Sigma Customers,
You are receiving this email because you purchased a TriRig Sigma stem, and we are writing to you today to discuss a safety issue we have discovered with the Sigma stems.
We are going to issue brand new stems to all existing Sigma customers, free of charge. It is essential that you discontinue use of your current stems IMMEDIATELY to avoid injury. Replacement stems will be ready in the next 8-12 weeks, possibly sooner. If you cannot be without your bicycle during that time, you should IMMEDIATELY discontinue use of your current stem and use an alternate stem for the time being.
Please read this ENTIRE email, we need your response to the questions below in the next 15 days. Thank you!
Background on Safety
First of all, we want you to understand that we take product safety VERY seriously. All TriRig products are tested and certified under the most rigorous standards tests that exist for bicycles: the CPSC and CEN tests. However, despite our best efforts, potential safety issues arise. When that happens, we move to action immediately, which is exactly what has happened here. We've identified an issue, and we are taking action.
What is the issue?
Currently, stems are produced in a die cast mold using a casting aluminum alloy designated ADC12. We have discovered an issue where, in certain conditions, the cast parts can fatigue over time, causing a catastrophic fracture that results in failure of the stem. Recently, we received a report from a customer whose Sigma stem had failed, breaking clean through the 4mm-thick wall at the center of the stem, just aft of the top clamp part. We have received notice of two such failures to date.
What stems are affected?
All current Sigma stems are affected - both the Sigma Flat and the Sigma +35. We have only seen failures on the Sigma Flat, but we will also be replacing the Sigma 35's.
What have we done to address the issue?
In order to address this issue, all Sigmas going forward will be CNC machined from a solid block of aircraft-grade T6-7075 aluminum, which boasts much improved strength and fatigue properties compared to ADC12.
- For customers of the Sigma Flat, the redesigned part is called the Sigma XF, and is pictured at the top of this email. We have also redesigned the Sigma XF with a wider overall profile, and a wider bolt stance, in order to provide greater grip on the handlebar while reducing the required torque on the handlebar clamp bolts. With less torque on the bolts, the Sigma XF experiences less overall stress, further reducing the loads on the part. The Sigma XF also has a few other changes. First is that the stem is now designed so that it can be flipped! One way it's flat, and has the same geometry as the original Sigma Flat. When flipped, the XF has an additional 20mm of stack and 10mm less of reach.
- For customers of the Sigma +35, the replacement stem is called the Sigma N35, and will have the same overall shape and design as the original Sigma +35, but will also be CNC machined from T6-7075.
- Most importantly, the new Sigma XF and Sigma N35 are stronger with improved reliability.
Is the new version of the Sigma heavier than the original?
The redesigned Sigma XF is approximately 45g heavier than the original Sigma Flat, owing to its wider overall design. To put it in perspective, that's about the weight of one nutrition gel packet.
The Sigma N35 is approximately the same weight as the original Sigma +35, since the size and shape are the same. T6-7075 is marginally heavier than the ADC12 casting metal, but it shouldn't affect the weight of the Sigma N35 by more than a few grams.
What happens next?
We are currently putting the new design through extensive fatigue and standards testing. Once the design is validated, we will proceed to mass production. Each one of you will receive a brand new Sigma, free of charge. We will be sending these out in the next 8-12 weeks, as soon as they're ready. And we will continue to update you on the production status in the mean time.
We need to be sure that the old Sigma stems are taken out of use IMMEDIATELY, so we need each stem to be shipped back to us. We will reimburse you for your shipping cost, so please provide proof of your shipping payment when the stem is returned.
Please send the stems to:
Nick Salazar, TriRig.com
3036 Greensborough Dr
Highlands Ranch, CO 80129
USA
What if I no longer feel confident with the Sigma? I don't want to own the newly designed versions.
We completely understand. If you would prefer to return your stem for a complete refund, you may do so. We will waive the usual return period limits, and waive the restocking fees. This replacement program is no fault of yours, so you shouldn't have to be stuck with a product you no longer want.
To be clear, you can choose a replacement OR a refund, but not both. We need your decision via email in the next 15 days.
Also, we're very humbled and proud to say that the first customer to inform us of a stem failure ... he's still planning to ride the new Sigma when it's available. It's that kind of devotion to our products that makes our customers special, and keeps us really motivated as a company. We cherish each of our customers, and will continue to make the coolest and most reliable products we can dream up.
Don't hesitate to ask any questions if you have them. We are working hard to take care of this issue quickly and with the least possible amount of inconvenience. Thanks for your patience.
http://us1.campaign-archive2.com/...53&id=be15168b22
-Alex
