Manufacturer, Retailer, Survey and Consumer Feedback - Problem with Fuji warranty service

I owned a 2003 Fuji Finest. I was riding it in October and noticed that the seat tube was broken just above the weld at the bottom bracket. After taking it to a Fuji dealer then shipping the frame back to Fuji I finally received a 2008 Roubaix Pro frame as a warranty replacement. It's a nice frame but the front derailleur, seat post clamp, and headset from my old frame will not fit this one. Fuji will not answer emails from me and has told the bike shop that they have done all they are going to do. To me, a replacement frame should actually replace the broken one. I'm going to have to spend over $200 so I can ride my bike again.

I guess my biggest complaint is the silence from Fuji. Even if they told me to stop bothering them I'd at least have an answer. Their customer service is non-existent. :mad:

This is on-going. I finally received a reply from the U.S. Fuji representative. I'll post further developments as they happen.

Fuji has decided they will supply the headset, fork, and front derailleur at a substantial discount ($50.00 for all three). I am more than pleased with this. It's a larger discount than I had expected. Even though it took a while to get their attention Fuji came through in the end! :thumb:

Glad to hear they were able to address your concern.

thanks for the heads-up. i just got a fuji pedal-forward, aluminum bike.

I had some personal problems that kept me from getting my bike back together after I got the rest of the parts from Fuji (my Dad died). When I got back to finishing this it turned out the replacement frame was defective. Fuji said they would send a new frame but they wanted the old one back first. The last report I got from the bike shop was that the frame had been shipped and should be here this week. Meanwhile I've been off my bike for 5 months.:(

I can't complain about the frame, it's better than the one it replaces. I'll let you know how I feel about the bike after I've had it fit and have ridden it for a while. My biggest complaint is that Fuji's American representative (Advanced Sports, Inc.) won't deal with the end user directly. You have to talk to an authorized Fuji dealer who then communicates with the Advanced Sprts who gets back to the dealer who then gets back to you. I even have the email address and phone number for the Warranty Specialist at Advanced Sports but all he'll tell me is to contact my local authorized dealer so he can go through the proper channels. I expect I'll like the new bike and I hope it will last me a long time but when it comes time to buy my next one it WILL NOT be a Fuji. They make good bikes but they have no idea what customer service means.

Sorry about your dad.

Hope the bike turns out to ride nicely for you.

Well, this one has been a bit of a rollercoaster. I was all set to change the title, then I got to post #6. Let us know how that turns out. For what it's worth, the fact that they replaced a 5 year old frame amazes me.

Sorry to hear about your dad too. I lost mine last year.

I picked up the frame from the bike shop (Bikes Direct) last Friday, 8 May, and spent the weekend cleaning and installing components. Everything fits this time. The frame is for a Roubaix RC, which is an even better frame than the last one. I have an appointment on Wednesday for a bike fit. I'll be riding next weekend, probably sooner. It's been a little hot for afternoon rides this past week (100+) but mornings are great. I'll follow up after I've ridden a while.

OK, I've been had the bike fit on 20 May and have been riding it regularly. I've had no problems. I really like this bike. It's light and very responsive. I'm a big guy and this 61cm frame fits me perfectly. I do like the bike and appreciate that Fuji replaced a 5-year-old frame with one that was much better but I'm still not sure if I'll buy a Fuji when I get my next bike. We'll see.

No more posts to this thread from me. I think this case is closed.