I've been away from the forum for a few days while I've tried to straighten out the issues from my catastrophic failure that resulted in my Ultergra rear derailleur being snapped in half and the chain stay (drive side) of my carbon fiber frame being broken (Yes, at first I though it was just scuffed up, but it split right in half with a fracture you can't see until you put pressure on the chain stay. Then you can actually move the pieces apart.)
In any event, I took it to the dealer and described what happened. That is, I was riding along at 18 to 20 mph on a level surface when I heard a loud snap and the rear end just broke free. Some folks here suggested it may have been a pin in the chain sticking out too far and catching in the derailleur. However, I checked the chain and that was not the case. Sorry... back to the dealer. I actually spoke with one of the technicians at the shop and he said they would look it over and get back to me. Three days later I get a call with the LBS owner saying he can get me a new frame under the company's crash replacement program for just $1,200. He's quick to point out that this is a $300 discount from the normal price. I tell him, "But I didn't crash." He says that it doesn't matter, it's being treated as if I did. Naturally I want to question this and ask why it's not covered under the frame replacement warranty. He says because it was not a problem with the workmanship or materials. I ask how that could be. Now, he starts saying things that enter into a place he doesn't really want to go. He's making me mad. Here's a transcription of what took place next.
Me: "Wait, how could it not be a problem? I did nothing wrong."
Owner: "Well, you may have hit a pothole or run over a stick that was kicked into the drive train."
Me: "No, neither of those things happened."
Owner: "Well since there was no camera or GPS on your bike, we can't really tell where you were or what you were doing, but it's not a warranty issue."
Me: After a few deep breaths, "Look, I know what I was doing and it was nothing that should have caused this failure. For the sake of argument, let's assume that I did hit a stick that went into the drive chain, stretched things far enough to break the derailleur and break the derailleur hanger. Should the rear chain stay have snapped?"
Owner: "Well if the chain was frailing around hitting it enough it could."
Me: "Wouldn't that be somewhat of a design flaw. I mean I could have been seriously hurt."
Owner: "Well maybe you should open your own bike company and design your own bikes."
OK, so now I'm gald that we're having this conversation over the phone, because I don't want to go to jail for assaulting someone. The conversation continues:
Me: "You're not even going to submit this to the company's rep for an evaluation are you?"
Owner: "I've dealt with them long enough that I know what they will do or not do."
Me: "I'm just asking that you submit it and advocate on my behalf that they consider it."
Owner: "Look the crash replacement is $1,200 do you want to do it or not?"
Me: "I'll get back to you in a few days."
I WAS HOT.... NOT FIT TO BE AROUND FOR ABOUT FOUR HOURS! I MEAN REALLY VERY, VERY CRANKY.
I cool off after a day, but have a sick feeling in my stomach that I'm being screwed. Suddenly, I think maybe I should try the dealer where I bought the bike. They are no longer a dealer for this company so can't submit claims. But I figure they might coach me through what I need to do next. I can't get there for two days, becasue I'm out of town on a business trip. But when I get home, I go see that dealer. I tell them I'm looking for their guidance and help. I unload the whole story. Here's the transcript of that conversation.
Me: "So, can you give me some guidance here?"
Manager: "I can't believe they talked to you that way."
Me: "Well, they did, and I've got to tell you, I'm pretty upset by the whole thing."
Manager: "Upset? I'd be furious!" Technican chimes in: "Wow, what's the matter with those dudes?"
Me: "So, what do I do now?"
Manager: "I know the guy who was regional rep for ____ company last year. He's moved up in the company. I'll give him a call and let him know you bought the bike from us when we carried the line and are getting a run around. We'll see what he has to say."
Me: "Man, if you would do that I'd be very grateful."
Manager: "No, problem. I've give you a call in the next few days and let you know what I found out."
Technican in the backround again: "What a bunch of flamming a$$holes."
Me: "Thank you very much. I hope the news if good."
Manager: "I'll let you know."
Now I'm driving home from the shop (only about 15 miles). I'm not half way home yet and my cell phone rings. It's the manager from the shop I just left. He says, "Just talked to ______ he says to take your bike to _______ (a different shop than the first one I went to). He'll call them and let them know that you're coming and that he sent you."
Now I ask you, which dealer would you go back to?
I'm taking the frame over to the other shop tomorrow, but regardless of the outcome, there's one dealer in my area that has a loyal customer in me, and another that... well, this is a public forum. So, I'll hold my tounge until the whole thing is resolved one way or another. One of the things I found out is that many of the bigger companies read BF just to keep up with what's moving around in the grapevine.
Well, I warned you it was long, but appreciate having the opporutnity to get this off my chest somewhere. Thanks for listening to (reading) my rant.