Road Cycling - Anyone happy with C'dale's customer service?

I was just wondering if any Cannondale riders are having good luck with their customer service. I have a pretty good ding in my top tube and was thinking of having it repaired. My friend who rides a Trek said he had one of those once and asked Trek if they would fix it. They replied that they could but game him an option of getting a brand new frame for cost. So he did. I was hoping that perhaps, possibly there might be a very slim chance that C'dale would do the same thing if not give me my estimate for a repair job.
I emailed them 5 times in the last year... and not so much as a "F-you"... but hey, atleast I get all of their worthless advertising!

Ask then if they have a crash replacement policy,and if they do, ride it off a cliff.It probably isn't repairable.

When I was looking for a new bike I checked into the Cannondale trade-in program. At that time, the trade in allowance was a good deal.
Most frame dings of any consequence are tough, if not impossible repairs. Replacement may be the way to go...unless you love the ride qualities of your present bike and don't mind riding a bike with "character".

Originally posted by pokey
ride it off a cliff..

probably not going to want to be on the bike if you are trying to wreck it :lol:

Due to the customer service I received from Cdale I will never buy another of their products ever. I will be doing my business elsewhere. My issue was a legitimate warranty repair and what I had to deal with was just unacceptable.

Get a Specialized, they have super duper customer service.

I can say I have not had a warm feeling from their customer service. I'm not so sure this is any different from any other company though.

Does the dent affect the quality of the bike?

It sounds like you are just looking for a change and I don't think thats part of their obligation.

If you purchased the bike new from an authorized dealer then you have the crash replacement option.

No, the dent doesnt affect the quality of the ride. Dont get me wrong here, I am not looking for a free frame or anything. I was just asking for a free quote on a repair. I would have been happy with a response of "Sorry we dont do those repairs" or "We can do those repairs but it will cost almost as much as buying a new frame". Whatever.

And to the statement regarding this type of attitude being the norm for other bike manufacturers... I completely disagree. From my personal experience, I have had awesome customer service from Klein, Trek and Pinarello. My friends have had great service from Bianchi and Mercx.

When I crashed my old Cannondale I put a hefty dent in the downtube and bent the rear triangle completely. I took it to a bike shop that was a Cannondale dealer in town and within two days I had a message from a representative at Cannondale giving me multiple alternatives, including the frame replacement policy that is a very good deal.

I can't speak of their repair policy/procedure because unfortunately my frame was far beyond the point of repair.

I have owned many Cannondale bikes. And have never had any real proplems with there bikes. Call there 1-800 number and talk to a real live person.

This is why I like having a good LBS. In my experience, it's often easier to go through your LBS for a problem like this, as they have a sales rep's ear. There are a lot of variables, but my experience has always been positive when the LBS is the middle man between me and the manufacturer. All of my warranty issues have been taken care of quickly and to my satisfaction, regardless of the manufacturer, and with rare exception. Talk to the LBS and see if they can't get someone at Cannondale to listen.

I have also been largely ignored through websites, but not just Cannondale's. I also agree with the suggestion to call them and try to talk to a real person, but I'd go through the LBS if your relationship with them is a good one.

Warranties depend on many factors.

First is not all frames are warrantied. It is up to the manufacturer to determine. I personally see many frames people actually ran over them with their cars and then want a free frame. THis I am sure Cannondale sees alot of.

Second is how their sales are doing that time. If they are loosing money I am sure they will deny many claims.

Third and most important is your attitude. Far too many customers are very rude and nasty and this pretty much will guarantee that you will get no service from Cannondale and possible your local dealer.

Fourth reason is - was the frame bought legally. There are a few mail order sites worldwide selling Cannondale frames thruth is if it is not bought through an authorized dealer you get no warranty or service.