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Canndale Customer Service

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Canndale Customer Service

Old 03-08-09, 02:24 PM
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leakysieve
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Canndale Customer Service

They have the best customer service I have ever dealt with. Period. When my Six13 frame cracked, I was riding on a new frame by the end of the week. Lately I've been having some problems getting my bike to shift properly so Cannondale gave me a new chain and a new cassette which didn't fix the problem so they are sending another frame for me to try to determine if the frame I have was somehow twisted. Its really nice to know how well they stand by their products. Anybody else have as good of an experience with another company?
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Old 03-08-09, 02:28 PM
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They are pretty good.
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Old 03-08-09, 02:50 PM
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A new frame for problems shifting?

Who did your drivetrain setup? It sounds like this is an unlikely culprit...I'm a big fan of going for the simplest answer first, which is NOT swapping the frame because my shifting is off...

P.S. You can check frame alignment pretty easily with a long string and some calipers.
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Old 03-08-09, 03:10 PM
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I have never dealt with C-dale myself, but my father has one of their touring bikes. The front tire, after not too long, blew off the rim. He shrugged his shoulders, decided he hadn't gotten the bead entirely seated, replaced the tube, doubled checked that it was seated and went off. It blew off the rim again.

After the second time he contacted customer service, and they told him the problem was with his mounting job and that it had nothing to do with the rims or tires. So he got a new tire anyway just in case. That blew off. He got a different new tire (as in a different brand) that one just blew off.

Now seriously, the man knows how to put tires on, but Cannondale is insistant that he is doing the job wrong, and the shop where he got it won't do anything because their contacts with Cannondale say that it's not their fault.

At this point he's trown the towel in and decided to build himself a new wheelset... but in any case, I've got to disagree with you about the quality of their customer service.
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Old 03-08-09, 03:34 PM
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Probably depends on the regional rep.
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Old 03-08-09, 03:53 PM
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Originally Posted by kergin View Post
Probably depends on the regional rep.
Yes, this is a large part to do with it I'm sure. The northwest rep is a great guy.

Originally Posted by Banzai View Post
A new frame for problems shifting?

Who did your drivetrain setup? It sounds like this is an unlikely culprit...I'm a big fan of going for the simplest answer first, which is NOT swapping the frame because my shifting is off...
The master wrench at the LBS did the whole setup. Him, the Cannondale rep, and myself went through the drive train piece by piece replacing components trying to find the culprit. At one point I had en entirely new drive train and shifter and it still wouldn't shift up to par. This coupled with the fact that all these components worked flawlessly on the bike they came off of makes the only common factor the frame.
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Old 03-08-09, 05:35 PM
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Originally Posted by leakysieve View Post
The master wrench at the LBS did the whole setup. Him, the Cannondale rep, and myself went through the drive train piece by piece replacing components trying to find the culprit. At one point I had en entirely new drive train and shifter and it still wouldn't shift up to par. This coupled with the fact that all these components worked flawlessly on the bike they came off of makes the only common factor the frame.
Well, then it looks like you're absolutely right to try a different frame.
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Old 03-08-09, 07:12 PM
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Originally Posted by Lizzylou View Post
I have never dealt with C-dale myself, but my father has one of their touring bikes. The front tire, after not too long, blew off the rim. He shrugged his shoulders, decided he hadn't gotten the bead entirely seated, replaced the tube, doubled checked that it was seated and went off. It blew off the rim again.

After the second time he contacted customer service, and they told him the problem was with his mounting job and that it had nothing to do with the rims or tires. So he got a new tire anyway just in case. That blew off. He got a different new tire (as in a different brand) that one just blew off.

Now seriously, the man knows how to put tires on, but Cannondale is insistant that he is doing the job wrong, and the shop where he got it won't do anything because their contacts with Cannondale say that it's not their fault.

At this point he's trown the towel in and decided to build himself a new wheelset... but in any case, I've got to disagree with you about the quality of their customer service.
If not because of a poor mounting job, why did the tires go flat? Don't leave us in suspense. There's always a reason and you usually don't have to scratch build your own wheels to fix a flat. The tires blew off because the wheels were not manufactured correctly? That would be a trivial task to prove.
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