I sent my bike back to the manufacturer a couple weeks ago to determine if my cracked frame was replaceable under warranty. I have already had to can my first race (I’m only have 1 bike) and I’m not terribly disappointed, but if I have to start canceling others, I’m going to get cranky. How long does it typically take for a company to “make the call”?
What type of bike? I cracked my Quintana Roo aluminium frame in a crash that was not warranted under the original warranty but they offered a crah and burn replacement frame for half off… I could have a replacement in 3-5 days according to my local bike shop.
Most often it is the LBS that makes the first call. What, who and brand - no reason to not post it. If you were JRA even more reason to post it.
There are 2 factors in turn around time from my experience: 1) your LBS (make sure they don’t drag their a$$) 2) the manufacture.
Who’s the manufature?
I had a old Klein mt bike from around 1990 that had cracked on the top of the seat tube. After it sat in the basement for about five years I took it to the bike shop about four years ago and they sent it back to klein(trek not I think?). About four months later I got a brand new frame in the mail, they waited four months so I could get the next years better model, good customer service. I thought they would just give me an old frame that was laying around.
Don’t worry, Guru is pretty good at replacing/repairing frames. They’ll even ask you what color you want your repaired frame.
I will post the brand a bit later. Just trying to be respectful. The LBS screwed up initially and shipped the frame to the wrong address, adding 2 more weeks (5 weeks total now without a bike). I have been working the LBS this week to give me a status (and haven’t go squat back yet). I also have contacts at the manufacturer and I have been emailing them a bit, but I don’t want to bug the shit out of them. I will say, when I initially discovered the cracks and emailed the manu, they were all over it telling me exactly what to do and who to send it to within 30 mins of my email and the guy was on business travel on the other side of the planet. However, I’ll say this, if this drags on another month, I’m going to be nuts!
I just had my frame replaced for the same reason but my LBS let me keep the bike and warned me not to ride it (which i ignored but luckily it didn’t come back to bite me) and a few weeks later when the replacement frame arrived I was only without the bike for one day.
Sounds like you got a bad deal.
5 weeks seems kinda long to me. Did you buy this bike at the LBS? Knowing the brand helps determine what kind of stock they might have at the factory. Obviously the maker has an obligation to fill orders to dealers, but they also have an obligation to you. If you are ‘waiting in line’ @ the factory for the frame there is not much to be done, but I would think that determining wether it will be replaced under warranty shoudl be accomplished within a few days of receiving the frame. Which leaves how the LBS shipped it to the wrong place, maybe they should be addressing the situation with a loner bike for you.
OK…went to the LBS again today and was greeted with the “ohh yeah…been meaning to call you”. The bike is a Kestrel and I need to say Steve Harad was unbelievably responsive when I emailed him. He jumped right on it while he was in Taiwan and CC’d me on an email to the person that would be inspecting my bike upon arrival. Communication from the manufacturer could not have been better really…nothing bad to say there. I follow Steve Harad’s twitter feed and he has indicated that their inventory is low because bikes have been selling like crazy…so I was worried about that. Good news is the bike was covered under warranty, bad news is there is no available warranty and they are not sure when there would be…which could mean months and months. The other option was to buy a complete bike (excluding the Airfoil, which if I was buying a new frame is the only one I would buy) and the prices the provided were OK, but nothing I couldn’t come close to on my own. So now, I’m kinda screwed. My company went Chapter 11 so I got laid off and spending on a new bike is not a popular option in my house right now (especially when I critcize what the wife spends on shoes or restaurants we choose when we eat out). That said, if I intend to compete this year I’m going to need to buy a freaking frame. Grrrr! I’m not terribly happy with my LBS. There are nice folks and have helped me considerably in the past, but I feel they did no favors in this case. I’m a pretty frequent customer, they (BikeSource in Overland Park KS) sponsor my tri team and I’m in there all the time. So today when I went back in (after getting the news earlier) and asked for pricing on tri frames, the response was pretty lukewarm. “We’ll we don’t really have anything, ohh here’s one…oops it’s too small, I guess we could maybe order something for you”. Considering they added weeks to this process by shipping to the wrong address, I had to pester them constantly for a status, they obviously had a status when I walked in today yet hadn’t called me and at no time discussed a loaner or seemed interested in helping me with a resolution.
So I will likely become a much less frequent customer save for when I’m out of GU. And now I need to find a good deal on a frame between 54-56. I have found a 2008 Felt DA for $2200 which is an awesome deal I know, but given the financial scenario, getting the wife to buy into that will be tough. Any suggestions on where to get a good deal on a good frame is welcome.
The LBS sent it to the wrong address and it added on 2 more weeks??? Hopefully they are not making you pay shipping. You got to get on the phone every day. To both the manager of the LBS and the people at the manufacturer. Somewhere here there is miscommunication. It’s either between the manufacturer and LBS or between you and LBS.
What you need to find out is exactly wtf is taking so long. Sometimes warranty issues can take long depending on the situation, but the least they can do is communicate to you what the problem is. And say, “hey man, this is the situation…it’s going to take such and such time to get you another bike.” Until then, call every day. It’s their job to serve you.
I wouldn’t count on anyone at the LBS really giving a shit so I would keep calling the manufacturer every day and get the persons’ name so when you call back every day they remember you. Then when the LBS gets the frame you will probably have to bug the hell out of them to build the bike back up.
Unfortunately sometimes people don’t really care to serve you so you got to put more effort into it.
You could pick up a dirt cheap frame and build it up until you can get the warranty replacement from Kestrel. I believe Leader Bike (www.leaderbikestore.com) has a frame on sell for $139. It’s nothing special, but you also wouldn’t have much to lose if you had a hard time reselling in a few months.
I just bought a Planet-X Stealth frameset from www.planet-x-usa.com for $899. The new US distributor and have nothing good to say about the new US distributor so far. It’s currently in transit, so unfortunately I can’t speak to the quality of the frameset yet, but I’ve heard good things.
Well that stinks. I understand the position of the Mfg and not having the inventory available and essentially putting you in the ‘que’ waiting for new frame, but that does not help your position.
The idea of buying a cheap replacemtn frame and hanging your old parts on it is a pretty good solution especially if money is tight and your LBS is giving you no love on the loner front. Does anybody from your Tri team have a spare bike? I know I’ve got four bikes haning on a hook in my basement and if you were my team mate I wouldn’t hesitate to grab one for your to ride for a while. Even if it is a roadie frame or a CX frame with road wheels you woudl be better off than no bike and could still race.
Beyond that if this is your only bike I woudl buy a new roadie so that you woudl not have to take a hit selling it later and then you would have a backup bike, but again I know how those things cna go over with the better half.
You woudl be amazed how cheap some framesets cna go on ebay too so give that a shot, otherwise your best bet might be a buddy form the Tri club.
Thanks…I’m all over the net looking at frames. Worst case I will end up with a road bike and tri bike when it all said and done, or I could sell the new Kestrel when I get it to help offset the costs of the new frame. The deal on the new Felt DA seems (costly) but pretty untouchable so far.
Don’t feel too bad, I’m still waiting for a Airfoil warranty frame from Kestrel. We sent my frame back in July 2008! My LBS have been very frustrated with dealing with Advanced Sports Warranty department. They have been very hard to get ahold of, do not return calls, and have stringed us along for about 5 months now never really giving a definately answer. LBS finally got ahold of someone yesterday and was told there are no frames and they don’t know when they will be in. I’m guessing the warranty department is just really understaffed and overwhelmed with requests but the lack of communication is frustrating. Like you I’ve emailed Steven Harad and he is always responsive and positive. Doesn’t always remember who I am after about 30 emails back and forth, so that tells me the volume is probably high. He even offered to give me one of the “Pro” frames at one point in January but that fell through at the last minute. I’m hoping that AS gets things back on track, I still think Kestrel can be a great product and hopefully they are just being careful and working through prodcution problems. I’m hoping they can make things right coming up.
But I’m in the same position as you now having to come up with cash if I want to have a nice tri bike for the season. I have an old Cannondale that needs serious attention but aluminum around here in MN on these roads is a little harsh.
Also being from KC originally I know the guys at Bike Source, Mark and his crew are great. Give them a 2nd chance. Keep in mind that Kestrel was recently bought by AS so the warranty department probably has moved and Bike Source just simply might have sent it to an old address. And my LBS has been very frustrated trying to communicate and get answers from AS warranty, they can’t do anything about getting the frame to you until there is one to give them. You’re lucky to have Bike Source in the area!
I do wonder if they are giving all the frames they do have to people that have recently purchased. Don’t know if that is right or wrong, but I’d think warranty frames should come first. But of course I’m biased in that opinion!
Keep me updated on your situation and I’ll do the same.
Mark
Does anyone have any experience with Cannondale? I have a 1inch crack on my bike and I brought my bike into the LBS on Monday and they said they were calling Cannondale the day of to either have a Cannondale rep look at it or send it in. The bike is a Systemsix 08. How long can I expect it to take? If I cant get a new System or have mine fixed, I want to switch to a 09 Supersix, which I can see taking more time. (I am aware The System is no longer made.)
Mark,
I didn’t know you even had a Kestrel. I seem to remember that old haggard (and thats being nice) Cannondale putting a hurt on the pretty bikes around here. The short of it is, I still dig BikeSource but I did go back in to do the 2nd and 3rd chance thing and nobody stepped up or really gave a shit. It was similar to asking a question about the R&D of a particualr shoe to an average teenage sales rep at Dick’s…they want to help, but don’t really know the answer and aren’t equipped or empowered on the floor to get the level your asking for. I even bought another bike from them since, although it’s a cheaper hybrid for my wife. The good news is there is another “new” shop in town ran by Jeff Williams (originally from BikeSource) and another partner from KC Multisport (who has a history of fast bike splits) and they really bent over backwards to help me. I will be riding an Argon 18 e-112. I’m not going to quote the price I got on the frame, but lets say I will be the biggest fan, evangelist and patron of this shop ever going forward. So I will race this bike at the KC tri in 2 weeks and when I get my Kestrel back in 2018, my 6 year old (who did her first tri today…and man that was a rush) will probably be a perfect fit for it.
This situation has been frustrating and enlightening at the same time. As a person with a career in sales and sales mgt, you must constantly seek to enhance the customers experience. I had dreams of mounting the new Airfoil. I would have ridden a replacement Talon frame with pride, even though I lusted after the cooler frames. Jeff made a call to Argon18, described my situation and timeframe and they stepped up…BIG. But it would not have happened without him. I’m lucky because I have known him and been impressed with his accumen, product knowledge and business savvy for 5 years. Now having said that, I think the word is out around KC. He opened a small, boutique-ish bike shop, he’s more roadie than a multi-sport guy, he reps Argon18, Jamis, Parlee and Felt…and the inventory is more road than tri…yet 75% of his business is multisport. He’s hosting wetsuits, shoe and clothing lines we could not get around here other than off the internet. Better yet, he’s asking the right questions about how to improve the business, other lines to carry, what people want / need etc. I don’t mind going public and giving him credit, you tip your waiter heartily when they go the extra mile. I hope this post causes folks to pay him a visit. In a great economy with 2% unemployment and 4% home interest rates folks will hurl cash at anything (particularly triathletes). In a tighter economy, folks are more value driven for sure, but the requirement of dealing with a party that is sincerley interested in your situation and has the credability to both craft the right options (with the technical reasons why it works) and be price competitive…well that is going to be a disruptive force. Just the fact that he is a bike fit expert alone speaks volumes to how he can address a persons frame / spec needs, most shops have “a guy” that does the fittings, but he’s not involved in every single transaction.
I’m a 90% happy camper. When it’s in my truck, built up and headed home…the shit eating grin will be hard to remove.
http://elitecycling.com/ go ahead…check em out
Just wanted to provide a bit of an update: Although it did take a while (over 4 months) and I did have to buy another frame to race on this season, I got my warranty replacement from Kestrel today. So, I had a 2002 Kestrel Talon. I bought this after deciding to “get into” this triathlon thing. I bought it new in 2003 with low end components in a road bike configuration. As I grew more addicted to the sport, I updated everything, switched it to a tri setup and just loved it. Eventually it developed an odd crack on the bottom of the top tube and right in the middle. An odd place to be sure and I have no idea how or really how long it was there before I found it. Now today my LBS called and said my Kestrel warranty frame was back. I was expecting my odd bike with the rotten spot fixed. What I got was the new Kestrel Talon SL (SuperLight). It’s totally badass! So now, I’m laid off from my job, cutting every expense and all I can think about is: how can build this bike up on the cheap with components worthy of this bike? I’m drooling over this thing. If I had to wait for a bike this long with out being SERIOUSLY hooked up by my good freind at Elite Cycles with an Argon18 e-112 I would still be totally bitter. As luck would have it, I will now be able to have both a badass tri-bike and eventually as badass road bike. Just want to say thanks to Kestrel (Steve Harad and Chris Dietrich) for not only dealing with my frame issue on an old bike (when they could have easily told me to piss off and that the damage was not covered under warranty), but massively upgrading it to the newest and best offering they have in the Talon frame mold. I know they were very low on inventory so there was little they could do in the instant I needed a replacement, but I am VERY pleased with what they came back with. Buy Kestrel bikes!
I don’t know if this is a jinx, a curse, karma or what. But the day after my last post, while cleaning my Argon18 e-112 and appreciating my new Kestrel Talon SL frame sitting in the corner waiting to be built up as a road bike…I discovered the seam in the middle of the down tube on the Argon was pulling apart. A 15 cm crack right down the freaking middle. WTF! That’s 2 bikes in the last 4 months with cracks in the frame. I’m a big dude I guess (…185 lbs) and I’m not capable of Boonen type power. Just can’t understand why this is happening. So off the Argon goes to Canada and tomorrow the Talon SL gets built up as a tri bike. I feel luck that I have a “hot spare”, but frustrated at the same time. I had the Argon dialed in and felt better on that bike than anything else. They are replacing it, but it will take 2-3 weeks. I feel like I’m driving rental cars…just switching here and there. Craziness…
You could pick up a dirt cheap frame and build it up until you can get the warranty replacement from Kestrel. I believe Leader Bike (www.leaderbikestore.com) has a frame on sell for $139. It’s nothing special, but you also wouldn’t have much to lose if you had a hard time reselling in a few months.
I just bought a Planet-X Stealth frameset from www.planet-x-usa.com for $899. The new US distributor and have nothing good to say about the new US distributor so far. It’s currently in transit, so unfortunately I can’t speak to the quality of the frameset yet, but I’ve heard good things.
I hate to point this out, as you just got yours, but for the OP, until next week, the Stealth frame is $699.