Thank you!
I knew that the "stock" version of the wheelset is tubeless, but wanted to make sure that the OE version is as well. Sometimes these things can vary, and I don't want to give out incorrect information. Diamondback doesn't actually have any of the production bikes in house - they're all in the third-party shipping facility - so I was having someone get the final build spec documentation for me... which was taking longer than usual due to, well... isn't everything taking longer than usual given the state of the world right now?

Tires are definitely of the "tubed" type. This spec choice was made before the tubeless version of the tire was available at the OE level.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Yes, this is correct. There are two junction "b"s at the front of the bike. These connect to each other, and then are connected in turn to a junction "a" in the storage area of the bike. Simply open the hatch to access the junction "a" to connect to the charging port or adjust the DI2 functions.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Fredly, Here how it goes:
5/14/2020 - I submit the request for missing parts.
5/14-5/18 - Crickets.
5/18 - I call, wait for 56min for a representative, "L.F." Walked him through the missing pieces, taught him where to locate the product manual, let him know the front brake cable grommet didn't seem necessary but was still in manual. Explained your input on that. He went on to inform me that Diamondback is NOT discontinuing the Andean, are fully invested, just expanded production, etc etc etc. Has no idea why you would saying otherwise, why you would be posting on Slowtwitch etc etc etc. Did say he would try to locate the parts on Wednesday. If not this Wednesday then it wouldn't be until the following Wednesday!
5/18 - Received this email: Our head of engineering responded to my prior email regarding your missing parts. Looks like the incorrect Andean manual has uploaded. This manual was meant for the factory that produces the frame. The thru axle inserts should be bonded into the fork; hence my confusion! The Front Brake Cable Grommet was eliminated as it is not needed. I should be able to find the Top Tube Cable Grommet; that should be all you need. Please confirm. Thank you and best regards,
5/18 - I immediately respond with pictures of the fork, clearly missing the non-existent "bonded" insert. NO REPLY
5/19 - Sent follow up email. NO REPLY
5/20 - called again, on hold for only 32 minutes. Spoke with L.F. again and said they are too busy to respond to emails, and too busy to get to customer inquiries. He said he can't resolve without additional photos. They may get to it this week. May not. They are super busy, just sold 14,000 bikes. They have lots of customer inquires so I need to get in line.

SO, if this is the service received for a brand new bike, what happens with a warranty issue? Buyer beware. Diamondback quickly took my money. That they are NOT too busy to do.

Howdy!

Honestly, things are completely nuts in the bike industry right now. Due to the pandemic, everyone is working remotely from home, and at a place like Diamondback sales levels have at least doubled. Probably more than that. They're completely overwhelmed. This doesn't excuse customer service representatives not knowing what the hell they're talking about, or taking forever to get you sorted... but it is why this is happening.

I've been having a very similar experience with a computer I received dead out of the box last week, and it's incredibly frustrating. After spending - no kidding - 6 hours on the phone over the course of a week, I just gave up and asked them to call tag the damn thing back. So, I get it.

I'm going to forward your post on to the management level at Diamondback. My experience is that this gets things taken care of pretty quickly. In the meantime, though, let's tackle some of these issues as best we can...

Sounds like Diamondback hasn't looped in their CS team on the status of Andean. You're more in the know on this than he is :)

Leif is almost certainly in the office only once a week, due to social distancing requirements. He's the only one there even remotely up to date on Andean stuff, and can only source parts when he's in the office. Again, doesn't exactly make things any better on your side of the fence, but the current circumstances pretty much suck for everyone.


This is correct information.


Did you send the same picture you posted to this thread? I ask, because that's the non-threaded side of the fork. The fork insert is a threaded insert for the thru-axle to thread into. If there is such an insert on the opposite leg of the fork, you aren't missing an insert...

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

That was quick-thanks. DB could learn from you.

Yes, sent him multiple pictures. Yes, It's the non threaded, NDS of the fork. I usually don't bother with manuals but this thing has a remarkable amount of parts--especially for a frameset. As seen below, inserts on both sides of the fork are pretty clear in the manual. The inserts are pretty clearly shown in a couple of other sections as well.

Unless they made a change to the frame since I left (which is possible, but unlikely) there should be only one fork insert, on the threaded side.

Is there a threaded insert on the other leg of the fork?

If there is, do me a favor and put a thru axle in the fork. If you don't have one at hand, measure the inside diameter of the non-threaded side of the fork. Is it 12mm? It should be. If it is, your fork should be good to go.


Thanks, I do try!
To be fair to them, though, they did indicate to me that one of the reasons they aren't continuing the Andean project is that it would require hiring dedicated people to support the program if they were to go forward. That's also why they asked me to help with this final sale and to support this thread.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Just wanted to say iam impressed how you handle this thread fredly. It's always nice to watch quality work regardless what it is .

Thank you Peter! Much appreciate that.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

It sounds to me like DBs only fault is that the manual you are referencing has not been completely updated as they've made actual frame improvements. I just checked my frame and there are no fork inserts, so there is actually no issue with your frame regarding that.

And your timeline? You wrote them an e-mail on a Thursday and they wrote you back on Monday. Is that completely unreasonable customer service? Seems pretty reasonable to me.

You can always send the frame back within the 30 day window if you're so dissatisfied with it. They'll even cover the shipping! I'm incredibly happy with mine. Fit and finish is top-notch!

Thanks, yes, it's threaded and the non-threaded side measures at 12mm. Thanks for the help! Lesson learned. Never read the manual! Or call DB for customer "service."

When I got mine 2 years ago there was no manual included, looks like that was a good thing.

Excellent, glad we got that sorted. My ability to influence the customer service issues is definitely limited since I left the company, but I have relayed the concerns to the Diamondback folks. If you PM me your mailing address I will see if I can cut through some of this and get a top tube cable port sent out to you.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Manuals for the Diamondback bikes are all available online here. Fwiw, the problem with the manual that is currently available is that it hasn't been updated to reflect the (small) changes made to the current bikes. It should be pretty on target for the bike of two years ago.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

I bought a frameset and I was having the same issue with the fork insert situation. I am glad I tossed the manual.


I do have 2 other questions if anybody could assist. I sent them an email 2 weeks or so ago with a follow up early this week and no answer so far. Tried to hang on the phone twice for longer than 45 minutes but I was actually defeated before anybody could assist...

*** I am missing the seat post binder that NEVER came with the bike. I looked everywhere. I drove me crazy but I assure you, It wasn’t there!

*** Also, regarding the fork installation, I don’t think there is a need for a crown race despite it being in the package, right? Does the bearing sit at the bottom of the fork on its own? I contacted my buddy at LBS and he advised me that a crown race wasn’t needed but I’m not totally convinced...
Anybody who assembled the bike has any tips on fork installation?

Thanks!!!

Does the crown of the fork have a little bevel where the bearing would sit?

Fredly, I got my Andean 3 frameset and out of the box it had a chip in the rear dropout and not sure what I should do. They are out of them now!
I tried to upload a picture but it says it is too large. Can you help.
Let me know.
Thanks,
Michael Back
mikedawn123@msn.com

1. DB did not simply reply to my initial inquiry - their email on Monday was only received because I called them and stayed on hold for close to hour to then be greeted by complete jerk of a CSR and had to chase them down again a couple days later.

If that's the type of service you find reasonable for a premium product than you're a better customer than me.

Fredly, thanks for all of your help. You definitely still have influence at Diamondback. I received a call from them on Friday restating your input on the fork and promise to send out the top tube cable port asap.

Yeah, that's a problem! If you DM me your info, I will see if I can get through to them directly and have a binder sent out to you! It's a holiday today, so that likely can't happen until tomorrow, but I will forward your info to them as soon as you get it to me.



No lower crown race needs to be installed, it's built into the fork. When you buy those headsets OE, they come with the crown race and the factory just puts them in the box. It's confusing, no question about it.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Hi Michael,
Ouch! Sorry to hear about that!
Please email the photo to andeantri@gmail.com and I will see what I can do to help get you sorted.

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Cool. Glad we were finally able to get you sorted, sorry it took so long!

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

Thanks for the help Fredly I sent the picture & listed another issue in that email. I am looking forward to riding this awesome work of art!

Reply sent!

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/

fredly,

i got the andean and i am having handling issues. it is very wobbly, even on the regular handlebars. i was riding on the coastal highway in delaware and was scared for my life. i am not sure whether this is standard with all tt bikes or whether the fork is slightly off but i am unsure whether i should keep this bike or not, especially if i can't seem to handle it properly. thank you in advance, i am on the clock! I have 3 days left before i can't return it anymore.

Honestly, that's not even close to the amount of information I would need to give any kind of a useful answer to you.

What do you mean by wobbly? What in particular is wobbling? When is it wobbling? Is anything loose? Is anything too tight?

Let's start there...

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Tech writer/support on this here site. FIST school instructor and certified bike fitter. Formerly at Diamondback Bikes, LeMond Fitness, FSA, TiCycles, etc.
Coaching and bike fit - http://source-e.net/ Cyclocross blog - https://crosssports.net/ BJJ instruction - https://ballardbjj.com/