Lexi01

So I went to clean my roadbike and went to wipe off what I thought was a cobweb...only to find it was a crack.

The LBS was really good about it and sent off the warranty claim the same day and Cannondale accepted the claim the next day. They said they'd send me an email with some frame options for replacement (I have/had and 2011 63cm model and they have no more frames left).

It's been over a week now and nothing. So I call the LBS and he tells me Cannondale have none left in Sydney so they have to ship a "warranty frame" over from Taiwan and he can't guarantee me a colour choice (I hate that liquigas colour scheme). Apparently they don't want to take a bike apart for a warranty claim - which I find a little frustrating.

So a few questions:

1. Has anyone else had a cracked supersix frame before? Where did it crack?
2. What were Cannondale like to deal with?

ultraman6970

Dude at least you are getting a warranty frame, some guys dont get anything but thanks for buying the product, specially trek. For trek that looks like an accident or a stone type of accident, based in that info trek wouldnt give cr@p back. I wouldn't complain even if the frame was fluorescent red. Do u see the point?

If the LBS is telling you stuff and keeping you in the loop of everything, then good man... I have seen horrendous stories from other brands.

I know is summer over there and sucks not been able to ride

Lexi01

I do see your point...except for the part about fluro red! My LBS guy is a champion and he's being very helpful (has been since I bought it - BikePower Belmont if there's anyone from Geelong on here!)

And yes...it is summer down here...and it happened on the 3rd day of my 2.5 week break from work - I was planning some major rides. I guess it could have been worse.

Thanks for the reality check.

I'm still keen to hear other stories though..

Juan Foote

I certainly have no experience with such things, but will the bike shop rent or lend you a bike that is at least rideable to you until the replacement comes in?

Banzai

I had some issues with a Six13 frame. Cannondale replaced it quickly, and with no problems. When the new Six13 frame they tried to replace it with had slightly different geometry, they gave me a CAAD9 with the appropriate geometry, no questions asked.

Sorry that you're having troubles. Cannondale treated me so well that I'm a very loyal customer.

Their stock brakes suck though. Those contributed to a minor crash.

Lexi01

I wouldn't say I'm having troubles yet...just starting to see a little bit of a slack attitude coming from them...wasn't sure how much I should be getting on the front foot demanding things...or whether they're generally pretty good at this sort of thing.

I'm yet to hear a bad story about their warranty claims (not just on here) so I'm hoping the same story continues.

I do ride a 63cm so it's probably not unreasonable to guess that they wouldn't have a lot of stock on hand in that size...nor would my LBS have anything in store to loan me.

I have a hybrid...so I'm still up an running...I'm just doing 40km around the river instead of nice long rides during my break from work.

There are worse things in life I guess. My real concern is that it'll happen again. I weigh 102kgs and was apprehensive about a carbon frame initially but my LBS told me there is no theoretical weight limit on the SS frames and that he has guys heavier than me riding them without issue.

My hope is that it was simply a dodgy frame and the next one will last me for a few years. Incidentally, the wheels it came with are still as true as the day I received them...so I guess if it was my weight the wheels would be showing some signs of strain too?

znomit

Just remember that along with your warranty you still have your normal consumer laws.

This side of the ditch that would mean the shop is responsible for sorting it out reasonably quickly or giving a full refund.

Vaportrail56

Hate to here about your troubles. Thats to bad you don`t like the liquigas color scheme, thats the color of my caad 10 and I think it is the $hit. The ladies really like it and thats a big plus to me but I hope things work out for ya.

lmcq784

Sounds like you'll be fine... Please also keep in mind it is still just a bit after new years, and Chinese New Years is coming up quickly... so if they're having a little slow-down over in Taiwan (or most of Asia), I'd say it's pretty reasonable.

Hope you get squared away soon

echotraveler

i've had this situation with specialized. You need to cross your fingers and hope the LBS guy can get you a model and color you like...BUT! Your current bike is worth NOTHING! I bet your getting a better frame...ITS NEW! ride it hard!

Worknomore

No super six but I had a 1994 delta-v mtb crack at the seat/top tube junction. Lbs wanted $$ to strip and I had to waite till the factory rep magicaly appeared. Nobody was sure when and they needed the frame on hand. I said screw that and repaired it my self welding on some nice sculpted overlays. No more cracking now going on 18 years hard riding. I'm not suggesting the op attempt to have his frame repaired. It's weird that the op's tube failed in the middle. I don't know if it was the particular lbs or cannondale policy I was dealing with but I was not impressed.

shoemakerpom

I just had a coworker buy a 2011 trek not sure what model but it was in the 3,000 range and it broke on the headtube the first week. All he does is ride the road about 30 miles a day and babies every bike he has. This was just after he got done telling me how all R&D for trek is in the US (He is pro Trek I am pro Cannondale). I just got done telling him that trek was having problems with their new frames breaking and he better make sure the shop is willing to go to bat for him if it fails. He took it back to the shop (I won't name the shop) and Trek wanted to try to repair the frame (OCLV Carbon). He asked me what I would do and I told under 30 days equals a new frame to me and I wouldn't budge on it. He argued his case to trek and they made a decision in a couple days to give him a new bike. He is happy now but jaded on the way Trek handled it from the start. I myself have had many cannondales and never had any problems with customer service.

3kmi

I'm not sure what you mean by this. Is the shop trying to charge you to move the parts from one frame to another? That's wrong. Whenever we warranty frames, from whatever manufacturer, we swap the parts over unless the customer wants to do it him/herself

mconlonx

Just bikes sold at your shop, or would you also do a gratis strip and rebuild for a customer who purchased elsewhere?

Seriously just curious, not implying anything about the OP situation.

wkg

I don't know what you're talking about. I spent some time working at a Trek dealer and during that time period every single warranty claim I saw submitted was honored. I even saw two 6 series Madone frames warrantied that were clearly broken due to user error but Trek replaced them anyways.

ultraman6970

Use the search feature and you will read a bunch of horror stories from them.

3kmi

Usually the warrantee is done through the shop you originally purchased the bike at. I haven't experienced a warrantee situation where the customer purchased the bike elsewhere. We did do one with a manufacturer we no longer work with and did it free, but thats a different scenario.

Lexi01

I mean that Cannondale apparently have a few 63cm bikes in stock in sydney but they're part of a full bike ready to be shipped to wherever... They dont want to separate the frame from the groupset, pull out the bb, etc for a warranty claim. They'd rather have a bare frame shipped over-less hassle for them.

I guess it's just in case someone happens to want to buy a bike and they can't sell it because they gave the frame to me.

3kmi

gotcha, that makes sense

Lexi01

So I get a call from the LBS just then with some good news...

Cannondale have sent him a frame...but not just any frame - a high-mod version of the frame I already had. Apparently worth an extra few thousand $. No charge!

I feel bad for doubting them now.

To summarise:
1. found a crack on 26 December 2011
2. LBS sent off a claim on 28 December 2011
3. Cannondale approved the claim on 29 December 2011
4. Cannondale send a high-mod version to my LBS on 9 January 2012 with no charge for the upgrade.
5. I ask my LBS to upgrade the groupset considering I have a free high-mod frame!

Its pretty doubtful I'll buy any other brand of bike but Cannondale from here on in. (unless this one cracks too!)

dstrong 

Awesome.

generalkdi

Wow, now I want to find a crack in my supersix too.... . Have fun with your new ride!

ColinL

The SuperSix high-mod was the top racing frame until 2011 when the Supersix Evo came out. The regular SuperSix was at least one generation older-- thinking more like two.

So, yeah, you have considerably newer technology under you. It probably will be stiffer but I don't expect you to dislike it. If you were going from a Synapse to Supersix highmod, that might be an issue.


What component group do you have now and what are you thinking to install?

lpolliard

I had an '08 Synapse down tube crack similar to yours. No problems with warranty replacement. I got a new '09 frame which had a different cross section on the down tube. It looked to be re-designed.

Lexi01

I have 105. Going to Ultegra... Not sure if I'm gonna save a few hundred and replace the cranks as well out just go the whole hogg. In fear of buyers remorse I'll probably replace the whole lot.

Not quite sure if I should go for the SLK or ultegra cranks though.