mjohn

I thought I would bounce this out to see get some opinions or if anyone else has had a simular issue.

I purchased a Team Fuji full carbon bike from Performance Bike about 6 months ago. From the get go, I have more problems with the bike shifting ( Ultegra rear ) than any bike I have ever had. I am not a pro, but riding for some time, I am a OK wrench, but I had this bike into the shop over a dozen time in the last 6 months, over time the problem was getting worse. Finally I had enough, so I took it in and told them I wanted it resolved, After changing the crank, rear derailleur, chain and cassette with no resolution, the problem was located.

The chain stay on the drive side had a crack in it and when you applied any kind of force to the crank, the frame flexed and that was causing the problem. ( the crack was under the chain guard sticker so it was not blatantly obvious ). The bike is in pristine condition; it has never been wrecked or even laid on its side.

The manager said he would contact Fuji about getting a new frame under warranty. This was on a Tuesday, I went back on Friday and they said they had not heard back from Fuji. So I go in today ( Friday week later ), they said they had just heard back from Fuji and they would replace it under a “ crash” warranty. The manager said he knows the bike has never been crashed and will try to run it to some higher up. When I asked him, how much was the “crash” warranty going to cost, and how long would it take to get my new frame, he said they did not say.

The part that really has me upset is it has been almost 2 week , with no clear answer on if or how this will be resolved. I believe that my local shop is doing what they can, they have always treated me well, so I don’t want to start a poop storm and have it fall back in them. About 9 months ago I purchased my daughter a Fuji and over the last 4 years I have purchased 5 bikes and no telling how many accessories from Performance, but I really feel like I am getting the run around here.

My gut reaction it to take both Fuji bikes and invoke the 100% satisfaction guarantee and demand to new bikes of another brand, if that is how Fuji takes care of its customers.

Am I wrong to want this resolved in a timely manner? I have a back up bike, but I want my main bike back. It’s a better, faster bike, my back up was fine for a couple of days, but now almost 2 weeks in I still have no idea how long this will take or if Fuji is going to own up to the problem.

I told them they have until Monday to give me answer, along with a time line, ( allot of good a new frame will do if it takes 6 weeks to get here ) or I want a new bike comparably equipped.

Anyone else have a problem with Fuji warranty or Performance?
Have I missed a avenue of getting this resolved?

Thanks

kudude

Unfortunately Performance isn't really a LBS, which makes developing a relationship with them tough, although it sounds like you have. I've actually heard good things about Fuji's customer service, so this is unfortunate.

Replacing it under a "crash" program is utter and total BS. The frame is defective. Basically they aren't owning up to their mistake. Bad. Bad. Bad. Point this out to Performance, and maybe ask to speak to Fuji. Tell them exactly what you told us. It's a good story and they should be replacing it no questions asked.

Good luck and let us know how it turns out.

JayC

Someone else posted here about a week ago about similar problems with Fuji. It sounds like Fuji's customer service is the suck.

duuuuuude

That's a sucky situation. Performance is actually trying to help you out, so it would suck to screw them out of money because of Fuji's problem....

Can't Performance say something to Fuji to say that the crack may be a result of a defective frame and just send you on your happy way? After all, they are the dealer and can make that call?

Post42K

if you don't get an answer to your satisfaction on monday, i'd just return the bike and tell them you want another bike if they have something that you like. if they don't have anything, request your money back and go buy a bike somewhere else. let us know how this turns out.

mocella

If you know the shop is doing what they can for you, but they aren't getting anywhere, maybe see if you can be put in contact with a district/regional manager from Performance to see if they can get a better/quicker resolution with Fuji than what the store has been able to arrange.

I had a pretty similar situation with a warranty issue with a Fuji/Performance and in the end, Performance ended up giving me a store credit on the part and I just picked something else from the store (2+ months for a seatpost replacement.....). To be fair, from day one, the store gave me a spare post to keep me riding, and they probably just got tired of me stopping by or calling every week or two to find out where my post was (I was postponing getting a fit done until I got back my permanent post).

JTGraphics

I've had good relations with my local Performance Bike Shop. I bought a Fuji Crosstown to commute and it had an issue with the chain and cassette, they didn't even bother with the warranty they swapped it out for me I'm assuming on their own since they replaced it with their own parts off the shelf. In your case since you have record of problems from when you bought it I'd ask for a replacement under their 100% satisfaction guarantee it shouldn't be a problem. If I get no resolve I always contact the manufacture directly in this case Fuji. I then ask to speek to President or VP (leave message to call me back) and explain the situation in a very civil manner and see what can be done. This works quite well and have had several matters resolved like this not all bike related they useally contact the dealer I and working with and get it fixed for me, its nothing for them to satasify a customer and they also like to know how thier shops are handling problems and I ask them to call me back on status and they always have.

Crash716

WOW.....IT'S LIKE AN ECHO IN HERE!!!!

https://www.bikeforums.net/road-cycling/421486-long-read-need-your-opinions-i-feel-like-chump.html

Check out my thread....

Basically after writing that thread i demanded a matching frame and fork from Tom Roth of Fuji and was told in no uncertain terms to go suck it...

So i took back my Fuji and invoked my 100% satisfaction...

I now ride a Specialized Tarmac...

Good bye Fuji...

Pm me is you would like to speak to Tom Roth...i have his number.

Good luck.

merlin55

I just got a replacement Fuji frame via Performance Bicycle shop, it took 5 weeks since the shop just couldn't seem to get around to sending it to Fuji for 3 or 4 weeks, supposely they were waiting for a "return authorization". Who knows ??? I completely stripped the frame so they just needed to box it. I got fed up and had to spend a little face time at the shop, and some phone time with Fuji to try and expidite the process. The frame had a small crack, and was a couple of years old. They sent the frame, at no cost, and never mentioned any costs, however the crack was in a common location for cracks, and one that can't be caused by a crash.

I was firm, but polite, in all ot the conversations....but I really thought that I had to force everyone to do their job.....In the end it is about the people and the company(s) and warranty issues seem to be a hassle with all consumer items these days

Crash716

Why the F isn't FUJI recalling all these frames that keep cracking....

they're all in the same areas...WTF Fuji?

Guillotine007

wtf fuji exactly.

Pugsly

+1, Performance should be able to get this straightened out, too bad Fuji has gone so far downhill so rapidly.

Spartan112

Wow, makes me glad I passed on Fuji when I was looking at bikes this spring.

Banzai

No kidding.

So glad I bought a C'Dale now.

azdroptop

Seems to me performance should pony up and replace the bike. Don't they have 100% satisfaction?

cedricbosch

I have a Fuji team pro and it works great... just sayin'.

MrCrassic 

Hey! Congratulations on getting your issue resolved, and I'm glad that you were able to get back to riding (on your own stuff).

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jupiter422

I have had 6 Fujis and never a problem with any of them. Right now I have a Team Issue and an SL-1, and both of them are just fine... I even got hit by a car on the Team Issue and it survived just fine...

The Fuji's I've had:

2003 Professional (x2)
2003 Team Issue
2004 Professional
2005 Team Issue
2007 SL-1

Paniolo

I've got an '06 Team Pro that has been fine. But when I took it by the local Fuji Dealer an inspection the first thing they did was check out the bottom bracket and said they've had issues with cracks. Oh well, I got it for basically component prices and have put 12k miles on it.

Nachoman

Only?

jupiter422

That's almost as many as I do in a year...

DasProfezzional

This is idiotic. A place like Walmart is not a bike shop, and trying to develop a relationship with their workers is rarely a fruitful venture. Your neighborhood Performance store, however, is absolutely a local bike shop and, as much as any other bike shop does, it seeks to employ career-minded individuals who genuinely love bicycles. Consider this the opinion of one such (non-managerial, and not particularly well-paid) employee, somebody who has worked at Performance and formed close relationships with customers for many years. If a big store with $6000 bikes all over the shiny wooden displays and snobby racer-types hawking you Clif bars for $30 a bundle make you feel like you're at a real bike shop, then so be it, but don't knock Performance.

As for the OP's warranty issue, I'm sorry to hear about the shenanigans. I would encourage you to get your Performance friendly to come down hard on Fuji; they're usually very good about getting warranty issues taken care of, but, like anybody, they tend to get things done with a little more expediency when voices get raised.

kudude

Them's fightin words. Care to step outside?

cyclingfiend21

How's that C'dale treating you?

just teasin....

DasProfezzional

I don't know, it is the internet. Stepping outside is not exactly a possibility. But here's sticking to his words; you obviously don't hold my employer in any sort of esteem, I don't see why I should hold you in any, either. Especially with a comment so poorly thought-out, or, in a word, idiotic.