going the extra distance to resolve an issue with Trek and Shimano that resulted from a chain break that broke the frame of a 2010 Madone Six Series Project One bike I bought a year earlier. Trek could have probably repaired the frame, which broke, at the drive side dropout, when the inside plate of a Shimano 6700 series chain fractured, separated from the link pin, hooked the derailleur cage, and pulled the rear derailleur backward while heading up a 12%+ grade.
Had it not been for a second 6700 chain breaking about a week later, I may not have given it a lot of thought, and been satisfied with Trek’s repair of the frame. But two chains within two weeks seemed unusual enough to warrant a little research. Thanks to some information received from another forum member on the east coast, and a few hours of searching the internet, it became apparent that Shimano had been aware of a problem with their 6700 series chains for almost a year, but refused to acknowledge any defect in the design or manufacturing process as indicated by the following article.
I must admit that when I first took the bike into Oscar at Budget Bike, I was at a loss for an explanation of what caused the damage, and Oscar expressed some reluctance to believe that the damage wasn’t the result of some abuse. Fortunately I had photographed the damage immediately after it occurred. During the following week, the boys at Budget had disassembled the bike in anticipation of forwarding the frame to Trek for evaluation. I experienced the second chain brake on another bike equipped with the same chain, and started to question the integrity of Shimano’s 6700 chains. I had an epiphany. The next day I described what I had discovered to Oscar, and the puzzle of how the damage was caused became apparent. Oscar had the frame delivered to Trek for evaluation, and Dave picked up the ball as liaison. That was early January.
Since Shimano had been aware of the problem with their 6700 chains for almost a year, and failed to issue any sort of recall or public notice of the potential problem which could result in damage, or in a given circumstance even injury, this seemed an appropriate situation for Shimano to pick up the tab on a new frame. Thanks to Dave’s persistence and negotiation, and Oscar’s patience and willingness to go beyond the call of duty for his customers, Trek delivered a new 2011 Series Six Project One frame set, and rear derailleur last week. Budget Pro Bike on Colorado Blvd., in Eagle Rock, gets my sincere thanks and confidence for their customer service.