saw on the recent Cervelo website update that Syntace is recalling all pre 2004 F99 stems…which sucks because I own one…but I can’t figure out what they’re replacing it with. Anyone ever had to have something recalled before? Looks like they want you too send them something too ship it back to you in (not sure how they want to work that out if you live in another country…as will be the case for most) but you can send pics through email to them showing the fab date and your stem cut in half. Anyone else running one of these beauties ought to look into this recall.
I saw this recall last week. The info on their website isn’t all that helpful if you’re in the US, except that it does tell you how to identify if your stem is subject to the recall. But I googled “Syntace stem recall” and found more info on another message board somewhere. As it turns out, they’re actually making it really easy to get a new F99 stem.
All you have to do is contact your LBS (if you bought the stem there) or contact Syntace directly at 800-448-3876 ext. 233. They’ll send you a new stem (any size, if you want to switch sizes) before you have to return the old one. They just ask you to send yours back in an envelope they provide when you receive the new one. It’s basically the honor system. Alternatively, you can email them a pic of your old stem sawed in half. The idea is they want to take the old stems out of use. From what I can tell, Sytace is saying that they haven’t had any accidents with the old stems, but it doesn’t pass some new, more stringent test they’ve come up with, so they’re doing the voluntary recall. I haven’t had problems with mine, but since it’s easy to get a new one, I have called to get a new one.
Syntace also has a “thank-you offer” where you can buy additional stems for $33 apiece or a torque wrench for some sort of discount.
Give them a call Monday, and they’ll help you figure out what to do.
-Bill
Wow. That says a lot about their quality control and customer service. Bravo, Syntace! (Now only if they made bars that look as cool as Vision Tech, I bet they’d sell more).
Hi Bill
Thanks huge for the update. I’ll look into contacting the store I bought it from as well as Syntace themselves at some point tomorrow. Sounds a lot easier that it looked on their website that’s for sure.
Hey if you have a recalled stem, I’ll take it:) You send in your old stem, or saw it in half and send a pic and you get a new stem, plus an additional new stem for $33. Not bad at all. Here are the details from
http://forums.mtbr.com/showthread.php?t=154151
RECALL NOTICE
At Syntace we don’t hide anything…
We are recalling stems, model Force 99 – from the first production run, up to production code 45.04, and will replace them with the probably safest stem in its class.
Syntace has developed a new testing procedure and found that after prolonged use, a few of the Force 99 stems (from these first production runs) can develop cracks. There are three reasons for this phenomenon, called “stress cracks” in technical lingo:
- General stress corrosion of aluminum materials
- Over-torquing bolts (by not using a torque wrench), which can preload the clamp area too much-- causing high, permanent tension stress for thousands of hours.
- Contact with a corrosive, such as air which contains salts, possibly accelerating stress corrosion.
Currently, we have no knowledge of accidents with serious injury from this problem. Nevertheless, with your safety in mind, we wish to perform a voluntary recall and exchange. Our goal is to only have100% safe Syntace products in use.
We will replace affected parts with an optimized version that has been subjected to improved quality controls and new, improved testing standards.
*more about stress crack corrosion and the testing standards on page three.
How do you recognize a Force 99 for exchange?
The production date will identify if your stem is included in the recall. You will find a 4-digit production code in the rear of the clamp between the two clamping screws (see picture). The production code is comprised of the calendar week (17 in the picture) and the year (’03 in the picture). This means that the stem in the picture has been produced in week 17 of 2003.
Subject are all Syntace Force 99 without marking or with a production date 01 03 up to and including 45 04 (45th calendar week 2004)
Please discontinue use of all Syntace F99 that have been manufactured before calendar week 46, 2004 and send them back!
Syntace USA-1902 Miller Drive-Olney, IL 62450-800.448.3876 ext. 233-syntace-usa@syntace.com
How does the recall work?
- This letter is to inform you of the F99 recall.
- Please check any F99 Stems you have to see if they are affected by this recall.
- If you have an affected stem(s) that need to be replaced, please contact us at 800-448-3876 ext 233. (Hours of operation are M-F 8 a.m.-4 p.m.) We will arrange for the replacement of your stem. We are happy to make the recall exchange either through businesses (bicycle dealers or mail order businesses) or with consumers directly. We will give you further information about the procedures of the recall when you contact us.
We will allow either a digital photo of the destroyed stem (for those who wish to take advantage of the “Thank You Offer” below), or we will ask you to return the stem to us (at our expense, of course).
Thank You Offer!!!
As a thank you for your cooperation and any inconvenience this causes you, we want to offer you a one time special.
• Consumers can purchase a Syntace Torque Tool (1-20) and Bit Kit for the special price of $150. Dealers can purchase the set for $135. Ownership of these tools will help insure correct installation of the F99 as well as other bicycle components (especially those made of carbon fiber).
• Consumers or dealers can purchase an additional F99 Stem of any size or diameter for $33. MSRP is $90. We want you to have an extra of the safest stem in this weight class!!!
Syntace consumers who want to make use of our “Thank You Offer” can take advantage of simplified handling. A digital photo of an affected stem (sawed in half) with a good visible production code, will be sufficient for receipt of a replacement stem.
Your new replacement Syntace F99 Stem will have a 10-year warranty!!!
10-year warranty
Our careful engineering, combined with the most unique testing procedures in the world (the Syntace VR-3 and the Syntace SSM) makes it possible for us to offer every Syntace rider a 10-year warranty for all defects in material and workmanship. No questions asked.
We would like to thank you very much for your support and would like to apologize for any inconvenience.
Please do not hesitate to call us at 800-448-3876. We are here for you.
Safety first!
Your Syntace-Team
Syntace USA-1902 Miller Drive-Olney, IL 62450
800.448.3876 ext.
233-syntace-usa@syntace.com
Wow!
I had two stems from Syntace and just emailed them last week. After receiving an email back from Crystal at Syntace USA, I sent her a picture of my two stems cut in half. She was very easy to deal with and very helpful. I did buy some stems at the $33.00 deal and should have my replacement stems next week along with my additional stems. Cutting them in half also meant that I now have replacement bolts, faceplates and rubber inserts as spares.
I think it is huge of Syntace to do this. After reading about this for weeks on another site and hearing that they have never had a reported crash caused by a fault stem, I think it speaks volumes that they would do this. All my stems are now Syntace F99’s (Mountain, Tri, Road and Cross). Good PR for a company and even better marketing to offer the stems at a very low price for existing users. I have been lucky to not have to pay full retail for my first two stems but to get more at the lower price is great.
Wow…I guess I get a new stem
.
hey Bman…they let you buy more than one stem at $33?
Yes I did get more than one at that price but I did cut more than one in half so that might have something to do with it.
bump
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Bump to update on how this recall is working…
I called Syntace last Friday. I received my new stems the following Tuesday. They shipped the same day I talked to them. Wow. Included was a postage-paid envelope for me to return my old stem, and they said I could keep the old top cap and bolts if I wanted to. The new stems come with a TEN year warranty, which seems amazing to me, especially for a stem as light as the F99.
With all the stories (and personal experiences) with terrible customer service, I think it’s important to point out really good customer service when I experience it. Syntace is doing a great job handling this recall. Given the good service and the ten-year warranty, which presumably is indicative of quality, these stems now seem like an even better value than before. Per usual, YMMV.
-Bill
Hot Damn that was easy. I took advantage of the new stem offer too. Too bad I could only get one.
Just got my new replacement stems and the others that I ordered. Still waiting for my frames to get back from painting but put my new F99 on my full suspension. The replacement stems were a bit heavier but on the grand scheme of things still way lighter than other stems.
thinking about getting one for my mtn bike when I go through the recall process. Do you think the new F99 stem is beefy enough to be used on a mtn bike or should I go with one of their mtn versions? Hate to go out riding and break it.
Great CS. Just sent mine and my wife’s stems in and received the new ones in 2 days.
while not officially a seconding of the motion I will throw my two cents into the ring and agree…one of the best dealings with customer service since I worked with the people at Delta/Aztec. If you have a stem and are thinking about getting it replaced…in the time it takes you to think about it you can have it at your doorstep. Bet busy.
Hey Everyone,
Thanks for the kind words and the support of Syntace prodcuts! We are doing our best to make it as easy as possible for you to switch this stem out and keep riding your bike!
Anything we can do to help any of you out let me know!
Thanks guys,
In recalling a stem that never once (to my knowledge) failed and no questions asked replaced it with something even better…and then offering us another one drastically discounted…I’d say you’ve done more than enough to help me. Not sure about anyone else you’ve helped.
Didn’t get an email back after sending in my butchered stem pics so I hope they got to you guys okay.
You are correct never had a failure! Knock on wood! Thanks for the support and we will keep working to make you guys happy and on the best products that we can produce!