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Broken shifter not covered by warranty

Old 04-10-18, 12:01 PM
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Broken shifter not covered by warranty

I bought a Merida CX600 with 1 x apex drivetrain last autumn and the shifter stopped working while I was riding .

I went to the dealer and ask if they would cover the shifter by warranty but they say no as there is little crash damage on the shifter.

LBS also told me that they would not cover the shifter because I had replaced the cable and the housing on it. I don't understand why replacement of the cable and housing affects the warranty.

Is this normal or should I talk to sram directly and see what they would do about the shifter?
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Old 04-10-18, 12:04 PM
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Pics?
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Old 04-10-18, 12:05 PM
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Talk to SRAM - they are pretty liberal with warranty stuff. Also, talk to Merida about their dealer's comments on replacing cables.


However, if you are the one that actually broke the shifter by crashing it or inserting the cable wrong, then that is outside the warranty. Not saying you did, but warranties are about defects, not damage.
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Old 04-10-18, 12:22 PM
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I'm sorry I can't get any pic as the bike is at the dealer.

I know warranty is about defects but I'm going to talk to sram about it.

I actually did not replace the cable and housing on the bike myself I went to LBS near me that is also a shimano service center and they replaced the cable and housing.

The shifter had been working fine for months after the crash.

I remember that the dealer says they would not warranty the shifter because someone has done some work on it.
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Old 04-10-18, 12:28 PM
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Originally Posted by ammarolli
I remember that the dealer says they would not warranty the shifter because someone has done some work on it.
Yeah, that's likely a violation of their dealer agreement with Merida. Crummy dealer. Talk to Merida.
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Old 04-10-18, 12:32 PM
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that's the way to go , In my town the bike shop contacts the distributor , they ship a replacement part quickly .

out of warranty, ( It's 1 year, typically, ) you just buy it.

Product goes from port of entry to distributor warehouses .. AFAIK, Sram, Chicago, has the Execs & Managers..






....

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Old 04-10-18, 12:41 PM
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Originally Posted by Kontact
warranties are about defects, not damage.
They are also about design flaws. And that is a bit more of a hazy subject.

So, if it stopped working due to normal wear and tear, it may be about as much of a not robust enough design as a manufacturing defect in the one product.

There are lots of examples where a part was failure prone, and the manufacture started building stronger parts, and covering the weak parts under warranty.
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Old 04-10-18, 01:01 PM
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Well I'm going to send merida in norway E-mail and see what they say as the are the icelandic contact.

I'm also going to contact sram I just can't find their customer service e-mail.
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Old 04-10-18, 01:30 PM
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Originally Posted by CliffordK
They are also about design flaws. And that is a bit more of a hazy subject.

So, if it stopped working due to normal wear and tear, it may be about as much of a not robust enough design as a manufacturing defect in the one product.

There are lots of examples where a part was failure prone, and the manufacture started building stronger parts, and covering the weak parts under warranty.
Tomato/tomatoe. A poor design that doesn't last even the warranty period is pretty much a "defect in materials and workmanship". The point is that the customer should have a reasonable expectation of the part working for a reasonable amount of time.

I've had products covered outside the warranty period because the manufacturer was aware that the product was not working as designed and expected. Thank you Sonicare!
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Old 04-10-18, 01:51 PM
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Originally Posted by Kontact
I've had products covered outside the warranty period because the manufacturer was aware that the product was not working as designed and expected. Thank you Sonicare!
Yep...
When essentially 100% of the Dell desktops blew capacitors, they extended the warranty for an extra year or two, but not forever.

However, that may have been due to building with faulty parts... thus a "defect".

Nothing is completely cut and dry. The company may try to claim "damage" or "faulty installation", but then it should be on them to demonstrate that the damage caused the fault.

So, if there is road rash, for example, did that cause something to break inside, or is there a known internal fault that they're just not wishing to acknowledge? LUBE or sticky lube?
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Old 04-10-18, 02:16 PM
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Originally Posted by CliffordK
Yep...


So, if there is road rash, for example, did that cause something to break inside, or is there a known internal fault that they're just not wishing to acknowledge? LUBE or sticky lube?
I don't know if something broke but there is definitely a sign of a road rash on the shifter when the bike fell down.
However I was riding the bike when it happened and the bike had not fall down or anything like that happend to the bike after the cable was replaced.
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Old 04-10-18, 04:40 PM
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Originally Posted by ammarolli
Well I'm going to send merida in norway E-mail and see what they say as the are the icelandic contact.

I'm also going to contact sram I just can't find their customer service e-mail.
I am guessing based on location you have limited LBS options.
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Old 04-12-18, 11:17 PM
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Are there any Icelandic bike forums you can ask? In North America that would be unusual. SRAM has their issues like any other company, but they are pretty liberal about warranty claims. The crash damage, depending on what it looks like, could be disqualifying. Having recommended service performed on the part (ie, replacing cable/housing) should not effect warranty. Most shops in NA would probably handle the warranty service for free if the bike was purchased there, and may charge for associated labor, although sometimes SRAM comps shops for labor with extra spare parts. If the bike/part was not purchased at the shop, it's more common to charge an additional warranty processing charge.
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Old 04-16-18, 03:00 AM
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Originally Posted by cpach
Are there any Icelandic bike forums you can ask?.
We have a large bike group on facebook that I've used in the past.
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