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Warranty responses

Old 10-24-17, 06:52 PM
  #1  
Shadowx
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Warranty responses

Trying to figure if I got a bum deal or not. Bought a new bike. 3 spokes blow out in 2 months and, 550 road miles. Manufacturer is covering the spokes and 1/2 of the build cost under warranty. There seems to be a known issue with their spokes, at least by my shop. Don't know if the company is admitting to it. Oh, I'm a clyde at 290lb, bike is rated for 300lb. 32 spokes front and back. all 3 spokes snapped the heads off at the hub on the rear wheel. Country back roads, some tar and pea gravel, nothing crazy. I was hoping for full cost on the fix since they have a somewhat known spoke issue. One of the guys at the shop said I should consider myself lucky as Specalized would not have covered anything. Did the manufacturer take care of the issue properly, leave me hanging, or somewhere in the middle.

Last edited by Shadowx; 10-25-17 at 09:30 AM.
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Old 10-24-17, 08:27 PM
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That certainly seems excessive. What make/model is the bike? How many spokes are in each wheel? Have the three spokes broken in roughly the same place? (Near the rim? Near the hub? Where they cross?) Rough roads, potholes, and or curbs during those 550 miles?
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Old 10-25-17, 02:24 AM
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Originally Posted by akansaskid View Post
That certainly seems excessive. What make/model is the bike? How many spokes are in each wheel? Have the three spokes broken in roughly the same place? (Near the rim? Near the hub? Where they cross?) Rough roads, potholes, and or curbs during those 550 miles?
country back roads, nothing cazy, some tar and pea gravel here and there. Marin Larkspur CS2. snapped the heads off the spokes at the hub. 32spoke front and rear.
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Old 10-25-17, 07:11 AM
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Originally Posted by Shadowx View Post
Trying to figure if I got a bum deal or not. Bought a new bike. 3 spokes blow out in 2 months and,550 road miles. Company is covering the spokes and 1/2 of the build cost. There seems to be a known issue with their spokes, at least by my shop. Don't know if the company is admitting to it. Oh, I'm a clyde at 290lb, bike is rated for 300lb. 32 spokes front and back. all 3 spokes snapped the heads off at the hub. Country back roads, some tar and pea gravel, nothing crazy.
Not sure what you are actually trying to figure out.
You mention 'warranty responses'...are you trying to return it? After 550miles, no shop should accept the bike back.
You ask if you got a bum deal...its a $400 bike- all components, especially the wheels, are going to be entry level.

As for whats being done for you- the style spokes you needs are $1 each, at retail. A shop providing them for free is a $.30 hit to them per spoke. They make money on installing the spokes. I think its about $20 to install a spoke around me, so that means itd be $10/spoke based on what you mention for 'build cost'.

TO DO LIST-
- Get the wheels you have tensioned and trued. Getting them properly tensioned will probably take care of a lot of the issue.
- Ride light. Come up off the saddle on potholes, seams in the road, railroad tracks, road to bridge transitions, etc. Use your knees and arms as suspension instead of using your butt and saddle to absorb the hits. This will take effective weight off the wheels during points where they are stressed more than normal.
- Consider a higher level wheelset if this continues and you are riding light.
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Old 10-25-17, 07:38 AM
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Originally Posted by mstateglfr View Post
- Get the wheels you have tensioned and trued. Getting them properly tensioned will probably take care of a lot of the issue.
If 3 spokes have already broken, it's probably too late to have the wheel tensioned and trued, as the remaining spokes have been over/under stressed badly? (Or the spokes are just garbage). Assuming the rebuild cost is $75-$100 and you can get out the door for under $50 with a rebuild wheel with spokes that don't suck, I would say go for it, but it's a real opportunity for the bike shop to step up and earn a customer's loyalty. Of the 4 bike shops I deal with, I know 1 of them would step up and cover what the manufacturer doesn't in a case like this, and that's why he's my go-to guy.
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Old 10-25-17, 08:41 AM
  #6  
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Originally Posted by Shadowx View Post
Trying to figure if I got a bum deal or not. Bought a new bike. 3 spokes blow out in 2 months and,550 road miles. Company is covering the spokes and 1/2 of the build cost. There seems to be a known issue with their spokes, at least by my shop. Don't know if the company is admitting to it. Oh, I'm a clyde at 290lb, bike is rated for 300lb. 32 spokes front and back. all 3 spokes snapped the heads off at the hub. Country back roads, some tar and pea gravel, nothing crazy.
If all 3 broke on the rear wheel, I would say it's probably time for a 36 spoke wheel
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Old 10-25-17, 09:26 AM
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Originally Posted by mstateglfr View Post
Not sure what you are actually trying to figure out.
You mention 'warranty responses'...are you trying to return it? After 550miles, no shop should accept the bike back.
You ask if you got a bum deal...its a $400 bike- all components, especially the wheels, are going to be entry level.

As for whats being done for you- the style spokes you needs are $1 each, at retail. A shop providing them for free is a $.30 hit to them per spoke. They make money on installing the spokes. I think its about $20 to install a spoke around me, so that means itd be $10/spoke based on what you mention for 'build cost'.

TO DO LIST-
- Get the wheels you have tensioned and trued. Getting them properly tensioned will probably take care of a lot of the issue.
- Ride light. Come up off the saddle on potholes, seams in the road, railroad tracks, road to bridge transitions, etc. Use your knees and arms as suspension instead of using your butt and saddle to absorb the hits. This will take effective weight off the wheels during points where they are stressed more than normal.

- Consider a higher level wheelset if this continues and you are riding light.

trying to getting her fixed so I can ride her, manufacturer warranty will cover the spokes and 1/2 of the build cost.
Tensioned and trued is out of the question, the other spokes have been over stressed due the the spoke breakage.
already ride light, if I see it and cant avoid it it get up and go light on the bike.
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Old 10-25-17, 09:32 AM
  #8  
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Originally Posted by Podagrower View Post
If 3 spokes have already broken, it's probably too late to have the wheel tensioned and trued, as the remaining spokes have been over/under stressed badly? (Or the spokes are just garbage). Assuming the rebuild cost is $75-$100 and you can get out the door for under $50 with a rebuild wheel with spokes that don't suck, I would say go for it, but it's a real opportunity for the bike shop to step up and earn a customer's loyalty. Of the 4 bike shops I deal with, I know 1 of them would step up and cover what the manufacturer doesn't in a case like this, and that's why he's my go-to guy.
just garbage seems to be an issue. LBS told me they had had some spoke issues after i blew the first 2 (one blew while riding, 2nd blew while they were truing it after replacing the first one). they said they had another guy after me, same issue with the spokes, different bike, same wheel.
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Old 10-25-17, 09:36 AM
  #9  
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Originally Posted by coney462 View Post
If all 3 broke on the rear wheel, I would say it's probably time for a 36 spoke wheel
after talking with my LBS guys a good bit I decided the sames, found out the rim was cracked too as several spoke holes. Used the warranty money towards a set of Velocity Chukkers 36 spoke. gonna stay on top of the tensioning. Regardless, should the manufacturer have fully covered the fix? or is the spokes and 1/2 rebuild cost fair enough.
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Old 10-25-17, 09:44 AM
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Originally Posted by Shadowx View Post
Regardless, should the manufacturer have fully covered the fix? or is the spokes and 1/2 rebuild cost fair enough.
Popping the head off the spoke and cracking the wheel with that few miles on it sounds like their wheel building robot needs to be fired, or at least get written up. And, I would say the manufacturer should pick up the cost of a full replacement (of course, that gets tricky when you decide to go with a different wheelset).
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Old 10-25-17, 11:12 AM
  #11  
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I am a Clyde as well (between 250-270 depending on the time of the year...). When I bought my first modern bike (Trek Verve 2) I lost 3 spokes in three weeks.

The LBS insisted that the Bontrager wheel was the culprit and changed it under warranty with a ZAC 19 rim and heavier gauge spokes.

https://www.amazon.com/dp/B006FCHTZQ...=2YXOT9W3I0FCV

I determined that the Bontrager wheel was tuned to very low spoke tension (yes I bought a Park spoke tension meter tool). Their setting were below the minimum values of Park's table!!!...

I insisted that the tune the new wheel to 60/100 kg tension. Although the grumbled that it was unnecessary, they did it and I have 2500 mi on that wheel with no issues.

Subsequently I bought a Novara Randonee, a steel bike more appropriate for my weight (a touring bike, built for loads, although only rated to 250 lbs). It has Mavic 319 rims, and double butted spokes IIR. I had to insist that the bike left the REI LBS with 60/100 kg tension. I have over 5000 mi. and the wheels are perfectly true, with all the spokes intact.

Whatever you do, insist that the LBS tunes the new wheel (yes you will need a new wheel, or at least a re-spoked one, but personally I'd prefer a 36 spoke wheel, I am happy with my Mavic 319). If you re-spoke, double butted, heavy gauge spokes, tuned to around 60/100 kg are a must.

Once you get the new wheel, learn how to measure spoke tension and how to true the wheel yourself. Then YOU can maintain your wheels in tip top shape.

EDIT: The wheels you chose have a great reputation. Sorry, I had to leave my desk for a while, so I didn't get the update. The rest of the above holds...

Last edited by GerryinHouston; 10-25-17 at 11:15 AM. Reason: More information arrived before I posted
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Old 10-25-17, 11:15 AM
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Advantage to buying a bike from a good bike shop is the owner is on your side in helping sort out defects, within the warranted period, with their suppliers...
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Old 10-25-17, 01:26 PM
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Originally Posted by Shadowx View Post
after talking with my LBS guys a good bit I decided the sames, found out the rim was cracked too as several spoke holes. Used the warranty money towards a set of Velocity Chukkers 36 spoke. gonna stay on top of the tensioning. Regardless, should the manufacturer have fully covered the fix? or is the spokes and 1/2 rebuild cost fair enough.


Rim was cracked at the spoke holes AND spokes were breaking? I'd call that garbage. Reputable manufacturer (who am I kidding, at the low end they're maybe assemblers) should have replaced the wheel.


Sounds like you're going to end up with a good wheel that'll keep the bike going for a good while. That's a pretty good outcome.
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Old 10-25-17, 01:37 PM
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my opinion is they ("they") are building wheels cheaper these days, and people that push their equipment to the max, either weight-wise or mileage-wise suffer failures

this is my purely unscientific and unsupported by data opinion
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Old 10-25-17, 06:14 PM
  #15  
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I know if I bought a bike and had a bad wheel after 2 months and <1K and someone expected me to front any cost on repair/replace I'd be talking to the manager and manufacturer with choice words.
I don't care how low end it was, if it's a bike shop bike from a major brand that shouldn't happen. I'd be letting both know that I wouldn't be buying any more products from either and letting everyone I know what I thought of them.
I would agree to let them put their cost towards a wheel upgrade and pay the difference.
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Old 10-25-17, 07:31 PM
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Originally Posted by Shadowx View Post
Trying to figure if I got a bum deal or not. Bought a new bike. 3 spokes blow out in 2 months and, 550 road miles. Manufacturer is covering the spokes and 1/2 of the build cost under warranty. There seems to be a known issue with their spokes, at least by my shop. Don't know if the company is admitting to it. Oh, I'm a clyde at 290lb, bike is rated for 300lb. 32 spokes front and back. all 3 spokes snapped the heads off at the hub on the rear wheel. Country back roads, some tar and pea gravel, nothing crazy. I was hoping for full cost on the fix since they have a somewhat known spoke issue. One of the guys at the shop said I should consider myself lucky as Specalized would not have covered anything. Did the manufacturer take care of the issue properly, leave me hanging, or somewhere in the middle.
At 290, you are probably exceeding the maximum weight limit of your wheels as the weight limit usually is total weight of the bike plus rider. Since the bike is probably 26 to 29 lbs, the total weight of you and the bike is over 300 lbs. Not a big deal, but certainly makes a difference with stock wheels designed for someone half your weight.

I just perused the warranty for Marin. The good news is, wheels are not excluded from the 1 year warranty. So if you wanted, you could demand the bike shop or the company replace the junky stock wheel with another junky stock wheel. But in a couple of months, it is possible you will wind up more broken spokes. I think what they offered you is a reasonable upgrade at a moderate cost to you. When it comes to bikes, you usually get what you pay for.
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Old 10-25-17, 09:27 PM
  #17  
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The manufacturer is not really at fault. You buy a cheap bike and things are going to break and have issues more frequently. That is the nature of bikes like that. The wheels you got on it are made of cheap materials usually by machines which do not have the finesse of an experienced human. Getting good hubs, spokes and rims (especially those designed for tubeless set ups or touring) in 36h built by a wheel builder not a machine would probably suit you better.

If you had come into my shop I would have probably recommended that from the get go and probably moved you towards a bike with disc brakes and better more reliable and durable components. I would still change wheels on most any bike unless you had gone for a touring bike like the Surly Disc Trucker which would be an excellent choice for a clyde because it is a heavy duty 4130 cromoly frame and fork with disc brakes and 36h wheels designed to carry a lot of weight. I had one and it was not a light bike but it was sturdy and I frequently loaded it down and I don't think I had to true the wheels once (maybe very minor stuff). Most bikes aside from touring bikes are really designed for just average weights and not so much clydes or average but with a lot of cargo.

See if the shop or the manufacturer will get you these wheels from QBP:
WE7426
WE7427
They are good quality parts designed for touring or commuting and would hold up much better than rebuild the cheap wheels with new parts
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Old 10-26-17, 08:11 AM
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Originally Posted by veganbikes View Post
The manufacturer is not really at fault. You buy a cheap bike and things are going to break and have issues more frequently. That is the nature of bikes like that.
Not the manufacturer's 'fault,' but it is their responsibility. Even the cheap wheels were under warranty. Cost of a replacement cheap wheel, applied to a better one, is a good deal for the OP. Personally, I'd want the mfg to buy back the wheelSET, because I'd consider mis-matched wheels on a new bike to be unacceptable.
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Old 10-26-17, 08:25 AM
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Originally Posted by BlazingPedals View Post
Not the manufacturer's 'fault,' but it is their responsibility. Even the cheap wheels were under warranty. Cost of a replacement cheap wheel, applied to a better one, is a good deal for the OP. Personally, I'd want the mfg to buy back the wheelSET, because I'd consider mis-matched wheels on a new bike to be unacceptable.
They might, but it would still cost OP as he would have to pay for half the cost of not one, but two handbuilt wheels. What I would suggest is to plan to eventually purchase the matching wheel down the road, maybe in a year or two, and if the original front wheel is still functional, keep it as a spare.
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Old 10-26-17, 08:31 AM
  #20  
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Originally Posted by veganbikes View Post
The manufacturer is not really at fault.
Well, yes and no.

The manufacturer can use better wheels, OR state that there's a 250 lbs weight limit, which takes care of the warranty issue.

Cheap wheels are always the bane of a cost effective bike, as that's where everybody skimps.
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Old 10-26-17, 10:28 AM
  #21  
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Originally Posted by Shadowx View Post
after talking with my LBS guys a good bit I decided the sames, found out the rim was cracked too as several spoke holes. Used the warranty money towards a set of Velocity Chukkers 36 spoke. gonna stay on top of the tensioning. Regardless, should the manufacturer have fully covered the fix? or is the spokes and 1/2 rebuild cost fair enough.

Sounds like your LBS is trying to do the right thing. I know nothing of the details of your warrantee, so I won't say who should and shouldn't cover what and for what cost. But it would seem like, based on other repairs your LBS has said they have had to do, that this would fall under the 'manufacturing / material defect' that's typically covered.

However, you are a Big Guy, (no offense intended, i'm 210# and the smallest guy in my crew, by far) and you have a mid-low end bike, (somone said $400) so the wheels won't be all that great to begin with. Your shop knows this, and knows it's likely to happen to you again if they repair or replace with the same wheel.
How satisfied are you going to be if the cheap wheels keep having to be repaired, even if it's under warrantee?

Yeah, they get to sell you an upgrade, but they also know you'll be happier on wheels that won't break.
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Old 10-26-17, 10:45 AM
  #22  
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Originally Posted by Steve B. View Post
Well, yes and no.

The manufacturer can use better wheels, OR state that there's a 250 lbs weight limit, which takes care of the warranty issue.

Cheap wheels are always the bane of a cost effective bike, as that's where everybody skimps.
They tend to skimp on everything when making a cheap bike. Manufacturers could easily make better stuff and make it cost effective but they might make a touch less money.
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Old 10-26-17, 10:58 AM
  #23  
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Originally Posted by Ironfish653 View Post
How satisfied are you going to be if the cheap wheels keep having to be repaired, even if it's under warrantee?

Yeah, they get to sell you an upgrade, but they also know you'll be happier on wheels that won't break.
This.
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Old 10-26-17, 02:21 PM
  #24  
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So. If tall people are Clydes, then short people must be Shetlands.
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Old 10-27-17, 08:56 PM
  #25  
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Originally Posted by DomaneS5 View Post
So. If tall people are Clydes, then short people must be Shetlands.
Clyde is 200lb plus, don't believe height has anything to do with it
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