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Old 01-26-05, 10:38 AM   #1
Tree Trunk
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I purchased a used set of Kreitler Challenger rollers last year. Last night, the rear drum end cap cracked so badly that the rollers are not safe to use. The internet being the wonderful thing that it is, I immediately went to the Kreitler web site and requested a warranty replacement. They (Ekosport) responded quickly, sending me an email this morning. Their response? Basically, it was "Ekosport purchased Kreitler approximately five years ago. Kreitler didn't provide us with repair parts for the PVC Challenger rollers. We don't make those rollers anymore. Send us $XXX and the old drums, we'll send you new replacement drums.".

My response? I thanked them for the quick response. Then I asked if it's possible to repair or replace only the cracked drum (probably not an option since they don't make that drum anymore). I also asked how long their offer will last. Finally, I reminded them that they offer a lifetime warranty. Even though $XXX is a good price for replacement drums if the price of a new set is considered, that's still a lot of money and they do advertise a lifetime warranty. The drums or set, obsolete or not, should be replaced at no charge.

Am I wrong for asking Kreitler to consider replacing the drums at no charge? Does anyone else have a suggestion (keep it clean!!!)? I don't have $XXX for replacement drums. The only reason why I was able to buy the rollers last year was because I won my fantasy football league and had some extra money to "blow" (I know -- WAAAAAAAAAAA!!!!! Quit yer crying, little mister Tree Trunk!!!)

Last edited by Tree Trunk; 01-27-05 at 01:13 PM.
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Old 01-26-05, 11:01 AM   #2
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Looks to me like that model is still being sold. Furthermore, it seems that they do market a lifetime warranty for their products.

http://www.kreitler.com/fs_techinfo_...age=%2Ffaq.php

I was going to shell out some coin for rollers, but now I am not sure I'd want to do that considering that Kreitlers are more expensive _and_ they clearly do not honor their lifetime warranty (if what you say is true).
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Old 01-26-05, 11:01 AM   #3
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OK, update to the previous post -- Ekosport/Kreitler has responded already. Here is their response:

I talked to my sales manager and technician regarding your
questions. In regards to the warranty, the documentation we have
shows that Al only supplied a 1 year warranty due to the fact that he
couldn't guarantee these rollers for a lifetime. Since you have been
such an avid customer we could do one of two things. First, since
money is tight at the moment, you can just use 2 PVC drums and 1
aluminum drum at this time. We would still offer you the discount
which would bring the cost of one Challenger drum to $XXX plus
shipping. My sales manager and I both suggest that you replace all
3 drums as soon as possible however. If you are willing to replace
all 3 drums at this time, he is willing to extend you a XXX discount at
this time, which would bring the cost down to $XXX for all 3 drums
and a new belt.

Please let me know how you would like to proceed.

Thanks


OK, it hurts to come up with even $XXX but that's a pretty fair offer. Maybe these people aren't so bad after all.

Last edited by Tree Trunk; 01-27-05 at 01:12 PM. Reason: Omit prices
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Old 01-26-05, 11:16 AM   #4
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Looking at the website its very clear that they use a blanket "lifetime warranty" as a selling point. The only things that are clearly stated to not fall under that warranty are the consumable items.

Its their problem if the lifetime warranty was not a good idea. But more importantly, they are deceiving their customers (and potential customers) by trying to pull a stunt like this. These rollers cost nearly double what other rollers cost-- I had though that was, in part, because of the lifetime warranty.

You really should push them to replace the endcaps.
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Old 01-26-05, 11:23 AM   #5
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Quote:
Originally Posted by H23
Looking at the website its very clear that they use a blanket "lifetime warranty" as a selling point. The only things that are clearly stated to not fall under that warranty are the consumable items.

Its their problem if the lifetime warranty was not a good idea. But more importantly, they are deceiving their customers (and potential customers) by trying to pull a stunt like this. These rollers cost nearly double what other rollers cost-- I had though that was, in part, because of the lifetime warranty.

You really should push them to replace the endcaps.
Warranty under defect, or wear N tear?
All products, or just aluminum drum rollers?
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Old 01-26-05, 11:29 AM   #6
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Quote:
Originally Posted by FXjohn
Warranty under defect, or wear N tear?
All products, or just aluminum drum rollers?
Does the warranty aply only to the original owner (probably)?
When did the life time warranty go into effect (i.e. after these were made?)?
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Old 01-26-05, 11:37 AM   #7
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Originally Posted by Grasschopper
Does the warranty aply only to the original owner (probably)?
When did the life time warranty go into effect (i.e. after these were made?)?
That's exactly why I am questioning myself. However, the lifetime warranty and Kreitler quality is what made me choose used Kreitler instead of new Minoura or new Performance or any other make. I think I am going to bite the bullet and buy the replacement alloy drums. After spending $XXX I don't have in my budget, that's about all I'll be biting for the next few weeks!! Even though I think they should honor the warranty they advertise, it's still a good deal for Kreitler alloy rollers.

Last edited by Tree Trunk; 01-27-05 at 01:11 PM. Reason: Omit prices
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Old 01-26-05, 11:51 AM   #8
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Quote:
Originally Posted by FXjohn
Warranty under defect, or wear N tear?
All products, or just aluminum drum rollers?
Good questions. But the website is pretty clear.

If they can't live up to their warranty, as stated, they have no business advertising one.
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Old 01-26-05, 01:34 PM   #9
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The rollers you are referring to had PVC drums and have not been made for over 10 years, the Challenger model has aluminum drums with polycarbonate end caps. The PVC rollers carried a 1 year warranty to the original owner. All aluminum drum rollers produced since we aquired the company, and all aluminum drum rollers that were produced prior to the aquisition, four years ago, carry a lifetime warranty against manufacturing defects in workmanship and materials, for the original owner.

Even though all of the PVC rollers have long since expired their warranty, we have made the decision as a company to offer an upgrade to individuals that still have these drums if they are the original owner. We still offered you the upgrade, even though you are not the original owner, to allow you the ability to get into a set of rollers that will truly last you a lifetime.

We have a great reputation for making the best rollers in the world, and for standing up to our commitments in warranty service. We make this offer in hopes that you will contnue to enjoy your indoor training.

You may send questions to jtillinghast@ekosport.com regarding any roller concerns or issues.

Thank you for your time.

Jason Tilinghast
Sales/Mktg Manager
Eko Sport, Inc.

Last edited by Kreitler; 01-26-05 at 02:21 PM.
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Old 01-26-05, 01:41 PM   #10
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Quote:
Originally Posted by Kreitler
The rollers you are referring to had PVC drums and have not been made for over 10 years, the Challenger model has aluminum drums with polycarbonate end caps. The PVC rollers carried a 1 year warranty to the original owner. All aluminum drum rollers produced since we aquired the company, and all aluminum drum rollers that were produced prior to the aquisition, four years ago, carry a lifetime warranty against manufacturing defects in workmanship and materials, for the original owner.

Even though all of the PVC rollers have long since expired their warranty, we have made the decision as a company to offer an upgrade to individuals that still have these drums if they are the original owner. We still offered you the upgrade, even though you are not the original owner, to allow you the ability to get into a set of rollers that will truly last you a lifetime.

We have a great reputation for making the best rollers in the world, and for standing up to our commitments in warranty service. We make this offer in hopes that you will contnue to enjoy your indoor training.

You may send questions to jtillinghast@ekosport.com regarding any roller concerns or issues.

Thank you for you time.

Jason Tilinghast
Sales/Mktg Manager
Eko Sport, Inc.
thanks for the information, and the great product.
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Old 01-26-05, 02:05 PM   #11
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Pay the piper, it seems fair to me.

Edit: Cool, I just saw the manufacturer replied to this thread. Awesome rollers!!!!!!!!!


Do a search and take a look at how we love your product here on BF.net!!
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Old 01-26-05, 02:39 PM   #12
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Originally Posted by ehenz
Edit: Cool, I just saw the manufacturer replied to this thread. Awesome rollers!!!!!!!!!
I thought it was only fair to tell Kreitler about my post. And you all are proving WHY I told Kreitler I had posted -- you are letting them know that they make a great product. And it gives them a chance to clarify their warranty. Jason @ Kreitler wasn't too happy that I posted and he let me know that.
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Old 01-26-05, 04:00 PM   #13
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By the way, it was an oversight on my part to include the $$ amounts Eko Sport quoted to me. Kreitler doesn't post prices on their website, except for spare parts. They don't like seeing prices displayed and I don't blame them.

FYI, Eko Sport called me this afternoon and we had a very nice conversation. It is turning out to be a very pleasant experience and Eko Sport / Kreitler is going out of their way to make things right for me. In the end, I'm getting an upgrade at a very fair deal.

That's a bit of a switch from most of the posts I see on this forum! Most people are posting solely to complain and don't give the manufacturer or supplier a chance to respond. And most of the times it seems like they have reason. Thanks to Jason at Kreitler for giving this situation a positive spin (literally, I guess, if you consider the product of discussion!!). True customer service isn't dead.
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Old 01-26-05, 07:00 PM   #14
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I just wanted to let Kreitler know that when I'm in the market for rollers, I won't forget this thread. It was great to see that you replied and I think you've been very fair.
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Old 01-26-05, 07:40 PM   #15
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I bought PVC rollers in 1983 and am pretty sure that they were life-time guaranteed. I've looked high and low for the paperwork and can't find it so I may be in error. Regardless, Al replaced the drums at one time and never argued about it.

Recently, I ordered an extension kit for these rollers and it didn't even come close to fitting despite assurances by EkoSport that it would. Total incompatibility. However, a little cutting here, a little welding there, and my machine shop made the kit work. My original rollers were folding and now they aren't, but they do work.

My 22 year old rollers have seen zillions of miles, been repainted once, used for charity events (sprint to 65 for a $1) and been used for roller races. In other words, I've gotten my money's worth and will give them a 21 gun salute and full burial rites with honors if the drums ever puke again.

I do wish EkoSport would have been more knowledgeable about Al's rollers before I ordered the extension kit, but hey... nobody will ever be able to replace Al.
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Old 01-27-05, 12:27 PM   #16
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Quote:
Originally Posted by Tree Trunk
Jason @ Kreitler wasn't too happy that I posted and he let me know that.
That seems rather unfair to me. Kreitler doesn't want you to share a concern you have about the company and seek advice as to what you should do. It's not like you ranted about their service. You stated what had happened and asked for advice. You even explicitely said "keep it clean" when asking for suggestions. I don't see a problem in what you did at all.
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Old 01-27-05, 12:59 PM   #17
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That seems rather unfair to me. Kreitler doesn't want you to share a concern you have about the company and seek advice as to what you should do. It's not like you ranted about their service. You stated what had happened and asked for advice. You even explicitely said "keep it clean" when asking for suggestions. I don't see a problem in what you did at all.

He posted prices kreitler might not want to give to every tom dick and harry.
I suggest you edit those prices out of your posts.....
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Old 01-27-05, 01:28 PM   #18
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That seems rather unfair to me. Kreitler doesn't want you to share a concern you have about the company and seek advice as to what you should do. It's not like you ranted about their service. You stated what had happened and asked for advice. You even explicitely said "keep it clean" when asking for suggestions. I don't see a problem in what you did at all.
Thanks..after thinking about it, Kreitler said basically the same thing you just said. And, as FXJohn just observed, the only real problem was posting prices they (Kreitler) try to protect. I just now edited the prices out of the post, as I should have done yesterday. Kreitler's first reaction to me was not perfect but they have done a good job since then of making an excellent effort to resolve my issues. They were supposed to get back to me about the replacement drums and I have not heard from them today, however. If I don't hear by the end of the day, I may have to follow up. Riding my wind trainer SUCKS! I always try to include some time on the wind trainer for added strength training, but I need my rollers.
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Old 01-28-05, 11:33 AM   #19
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I followed up with Eko Sport / Kreitler late yesterday afternoon and they got right back to me. Their offer to me ended up better than I imagined. Let's just say they have been more than generous to me. It's been a while since I have been treated this well.

H23, if you decide to go with rollers, buy Kreitler. As it turns out, they are going to stand behind their product. That's a sign that they are confident in their quality. I work for a company like that, so it's obvious when I see that confidence in another manufacturer.
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