Road Cycling “It is by riding a bicycle that you learn the contours of a country best, since you have to sweat up the hills and coast down them. Thus you remember them as they actually are, while in a motor car only a high hill impresses you, and you have no such accurate remembrance of country you have driven through as you gain by riding a bicycle.” -- Ernest Hemingway

Warranty Goes Right

Old 07-31-12, 06:47 AM
  #1  
JoelS
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Warranty Goes Right

End of March of this year I ordered a custom Guru Photon. The frameset showed up when expected, and looked great. The shop I ordered from built it up and I took it home. Note that the shop where I ordered is about 3 1/2 hour drive away. 300 mi of riding later the PF30 adapter cups were coming out (Campy Record groupset).

I took it to a local shop and they pressed the cups back in, but on test ride they walked out again. They suspected the frame was out of spec. I contacted Guru and received instructions to take it to a different local shop to handle the warranty. This other shop is Campy Certified. Mark (the mechanic/owner) took the bike apart and following instructions from Guru, shipped the frame back. They received it and couldn't find anything wrong. It appeared to be in spec. So they shipped it back with some suggestions of things to try. Note that the shipping was on their dime and next day air to Canada.

We tried the solutions offered up, but after a couple of sprints outside my house, I was able to remove the cups by hand. So I contacted Guru again. One of the options was a very strong loctite to affix the cups. That makes me nervous as they wouldn't be removable easily in case of needed replacement down the line. So instead, they offered up a new frame with a threaded BB shell. It showed up toward the end of last week and I've gotten a good test ride in. Everything appears to be fine.

Kudos to Guru. They stand behind their product, and made the effort to get me squared away. Thanks! Here are 2 pictures of the new build for you to drool over:
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Old 07-31-12, 09:45 AM
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It's good to hear about the companies that stand behind their product. Sorry you had to go through it, but glad to hear they took care of you above and beyond your expectations.
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Old 07-31-12, 11:46 AM
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Hot
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Old 07-31-12, 12:47 PM
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Nice....I like the all black styling you have going on. Kudos to you and GURU
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Old 07-31-12, 01:37 PM
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Excellent customer service all around, and obviously Guru really made the financial commitment.

I also like how JoelS did not blast Guru or any LBS on bikeforums when the problem started happening. Sometimes nice guys finish first.

btw this makes me extra glad all my bikes including the one I'm building right now have english threaded BB shells.
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Old 07-31-12, 02:33 PM
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Originally Posted by ColinL View Post

I also like how JoelS did not blast Guru or any LBS on bikeforums when the problem started happening. Sometimes nice guys finish first.

btw this makes me extra glad all my bikes including the one I'm building right now have english threaded BB shells.
Mistakes happen and sometimes flaws or other unanticipated problems pop up. I won't blast anyone until they've had a chance to rectify a situation. Guru was great to deal with throughout. The only drawback was the 5 weeks wait while they made another frame! I've already put 2 rides in on this bike and it's flawless. Exactly what I was after when I ordered it.

And yeah, threaded only for me for the future. I hear about too many problems with press fit BB's. Incidentally, Calfee can replace a press fit BB shell with a threaded one for $450 + paint and shipping. They told me they do a lot of them.
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Old 07-31-12, 02:41 PM
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You ended up with the better BB standard too, alls well that ends well! And sexy
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Old 07-31-12, 02:56 PM
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Nice bike. And kudos to Guru for coming thru in a very laudable way.

As an aside, I've always been weary of certain technologies in cycling. One that readily comes to mind are frames made by bonding alloys of any kind and carbon, and another one is press fit BBs. I have just seen quite a bit of issues with those technologies.
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Old 07-31-12, 04:08 PM
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Congrats - looks great!

Fuji and my local Performance store did right by me with a warranty replacement frame.
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Old 07-31-12, 04:28 PM
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Nice bike. If I were going to buy carbon, Guru would definitely be on the short list.
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Old 07-31-12, 05:26 PM
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It is good to hear of a person handling a problem rationally and for the company that was responsible to come through on their part. I agree with you on not using the strong Loctite to try to secure the BB cups. With a CF frame you are out of luck in removing the cups with most of the high level adhesives in the Loctite line. Most require heat to break the chemical bond and that would be a disaster just watching a frame burn and then melt away. Glad that you got your Photon sorted out. It looks fast even standing still.
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