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Good and bad warranty experiences?

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Good and bad warranty experiences?

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Old 04-15-18, 08:03 AM
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3speed
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Good and bad warranty experiences?

Reading a comment in another thread got me wondering about ďlifetimeĒ warranties and whatnot. What companies will back up their products and who wonít? I had a Cane Creek brake lever break in a crash. My fault. I emailed the company to see if a replacement for the main housing part was available so I didnít have to buy a whole new set of levers. They asked me which side it was and said theyíd send me a new lever. I actually ended up tossing the good one a few weeks later due to a bike stuff clean-out, but will be putting a new set of those same levers on my bike, not only because I liked the levers, but also because I appreciate them offering to send me a new lever even though I broke it and was just looking to buy a part if possible. Thatís really cool of them. I recently put one of their headsets on my touring bike and it seems like a nice piece.

On the other hand, Iíve had two Axiom products. Never again. One set of panniers(Monsoon Aero or something like that) that have such fragile fabric that itís full of cuts and holes from normal use. For comparison, I got these at the same time as my Arkel Dry Lights, a thin material, very light weight set of bags that I expected to be fragile. The Arkels look new, Axioms full of holes. They denied a warranty. Iím actually not even that upset(I just keep gorilla taping the holes and using the bags, so whatever) but I think they should have fallen under warranty. Then the rear rack I got from them failed. This one is where Iím upset. Itís a rack rated for a silly amount of weight. 100lbs or something like that. Well I try to stay light and never loaded more than 30lbs on it, max, when fully loaded with food and have grabbed a six pack on the way to the camp site or something. For reference, the load on the rack was the ultralight Arkel Dry Lights with light, bulky gear(sleep system, packable down coat, etc). Itís an adjustable rack and after less than 3 months of use, began to crack and eventually broke where one of the holes is for the adjustable height. The bike shop said there was no point in them trying to warranty it because they knew Axiom would just say no unless it failed at a weld point due to a clearly crappy weld. These were both products that should have fallen under warranty, but as someone put it in the other thread, the warranty isnít worth the paper itís written on.

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Old 04-15-18, 08:35 AM
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When I was into the R/C hobby, Futaba had a nice policy.
They’d repair any broken unit for a symbolic cost no matter what.
You’d enclose a bit of money in the package, send it off and that was it.
Good deal, used it twice. Worked fine.
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Old 04-15-18, 09:10 AM
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I havent tried to warranty any cycling stuff. What is nice enough to want to warranty has lasted and what i bought on the cheap and didnt last was because its cheap...i dont want more of that product, even if free.
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Old 04-15-18, 10:04 AM
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I've warrantied five-- yes, five-- Maxxis ReFuse TR tires. Not in a row, but over the span of 2+ years. Every single time, Maxxis requires the tire be sent back to them "for inspection." This makes the turn-around for the warranty take 4-6 weeks. But they've replaced the tire every time. If they could just figure out how to prevent tread separation, I'd still be using them.

Compare that to Panaracer-- I had a 700x35 Gravelikng SK just explode out from under me on a ride. Blew a tear in the sidewall like 3 inches long. I sent pictures to Panaracer, and they asked me a single question: What's your address? I had a new tire within a week.

Both pairs of my shoes have BOA closures, and they do warranty right-- all you need do is ask, and they send you replacement reels/wires.
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Old 04-15-18, 10:22 AM
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Digital camera , paid out of warranty, repair fee, it failed again , so I just don't take pictures anymore..
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Old 04-15-18, 10:37 AM
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I’ve had great experience with Schwalbe for tire warranties. Send photos and they send out a new tire. No hassle. Their tires cost a bit more than others, but if that’s the cost for great warranty service, I’m willing to pay.
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Old 04-15-18, 11:21 AM
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Wayne at the Touring Store replaced a defective Ortlieb pannier for me before I sent back the defective one because I had a tour coming up very soon.

If you live in the northeast I recommend not buying a Sony camera. If there is a warranty problem you have to send it to a camera repair business (you pay shipping) that has horrible on-line reviews. After my experience, I can see why.
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Old 04-15-18, 11:29 AM
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Originally Posted by alan s View Post
Iíve had great experience with Schwalbe for tire warranties. Send photos and they send out a new tire. No hassle. Their tires cost a bit more than others, but if thatís the cost for great warranty service, Iím willing to pay.
Ditto on Schwalbe. I had two Marathon Greenguards fail (not catastrophically) and they quickly replaced both via a fairly easy process. I had to take photos of the serial number inside and also cut the tire in half (or something like that) with a photo as evidence.

I see a trend of "lifetime" warranties going away soon, though. REI has done away with theirs, as has LL Bean. I'm sure it's only a matter of time before individual manufacturers start following suit.

On the other hand, Santa Cruz Bicycles upped their warranty from five years to lifetime a few years back (~2015). I think they did this to increase trust in their carbon frames, which people were still somewhat skeptical about.
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Old 04-15-18, 02:39 PM
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Gotta a 2010 Specialized Secteur I bought brand new in 2015(never sold so I ended up with a new bike for $550 full warranty on June 8th, 2015. I left for my summer bike trip on June 22nd and had 467 miles on the bike already. I had 30 pounds of gear on the bike during the trip, and I weigh in around 180 pounds. By the time I got down to OK/AR border area on July 15th I had ridden 2548 miles on the trip thus far. Around 10PM in the evening and I was doing a partial overnight ride when the rack insert ended up pulling, err pushing through the frame and dropped down into the seat tube, creating a bit of a problem that would last until after I got back from the bike trip.

Roughly, 4200 miles into the trip, up in MN I had to replace the rear wheel, it was pulling spokes through the rim...the first of three rear wheels I've had to replace in the first year of owning the bike due to spokes pulling through the rim.

The trip ended up with 8410 miles. Had to replace the second rim right after the trip and I dropped the bike off at the bike shop a couple of days after I got back so they could figure out how to handle the rack insert issue as well(September 21st). Specialized contract with the bike shops say they will give a 48 hour turn around on any warrant requests. The bike shop was in contract renegotiations at the time. I never got the bike back until November 19th, they couldn't get an answer back from Specialized as to what Specialied wanted to do about the rack insert. Paid for the 2nd new rear wheel on the bike in 9000 miles. The rack insert was replaced but didn't seem like it was holding as good as the original and I kinda had a strange feeling it wouldn't last long.

Forward to mid June 2016, yes just a year after I bought the bike. I was out doing a small tune up to the wheels/brakes getting ready to leave the next day for the summer bike trip. In the process I found three spokes were pulling the rim yet again. This time I only had 3400 miles on the rim since I had replaced it back in the fall. Very rarely did I ever have more than a laptop computer on the rack...soo talking less than 200 pounds on the bike. To say the least thanks to it and several other things as well I never ended up going on a trip in 2016.

Forward to mid June 2017, yes another year since the third wheel replacement. I went to change a flat tire, about a week before I was going to leave for the summer bike trip. As I was finishing off the tube change I noticed the rack insert was freely floating outside of the frame once again. I wasn't surprised, just a little ticked with timing of things. Instead of doing what I was planning on doing the rest of the week I instead ended up spending the time going to a different Specialized dealer since the dealer I bought the bike from, the one that had the bike two months waiting for Specialized to give it an answer on the warranty issue had dropped being a Specialized dealer, plenty of it to due with the way they handled my bike, aka not living up to terms of contract. The new dealer ended up giving me lip service and sold me a seat post/rack clamp and I walked out of the dealership with a hole remaining in the frame where a rack insert should be placed. The hole still remains there. They knew the same thing I knew, another rack insert would just end up popping out again. They didn't even bother to contact the factory, just made the sale of the new clampand they was done with me/me with them. Trouble, the way I load up the bike with the seat post clamp causes everything to ride to high and makes it so you can't see the taillight. I definitely will be doing plenty of night riding on bike trips in the future, not an option. I ended up spending last summer at home as well.

Yeah, quite a few things all together in one nice neat package, from not trusting the bike, given what I've had to deal with already, to knowing I had too many different forms of equipment limitations that was going to hold me back...they all held me back all the way from doing any touring last year.

No I don't have much faith in the bike...why should I. I had my Allez Comp on the first three bike trip I did, using a backpack to haul gear. I never had any kind of trouble on the first three trips. Trip four was nothing but a nightmare on the Secteur. The Allez had over 90,000 miles on it now and is so badly oxidized the LBS says they aren't sure how much longer they wil be willing to do any work on it due to the oxidation.

I'm not sure if you can go directly to Specialized or if have to go through a dealer for warranty issues. While I had over 90,000 miles on my 2011 Allez Comp and can't complain about it at all. I have nothing good to say about the Secteur...other than I'm glad the LBS has stopped being a Specialized dealer. I don't think I would even consider buying another Specialized after the issues I've with the Secteur...warranty issues.
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Old 04-15-18, 03:12 PM
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Profile Design has been exemplary. I have Airstryke aerobars on both of my touring bikes. I purchased the first set in 1994, and the second set in 2004. The warranty for both was two years.

After ten or twelve years of hard use on both bikes, the springs that cause the arm rests to flip up eventually wore out.

I contacted the company both times and asked whether I could purchase replacements parts. They offered to send the parts to me at no cost -- despite the expiration of the warranty eight or ten years previously.
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Old 04-15-18, 05:00 PM
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I made the mistake once of accepting a Trek/Lemond titanium as warranty plus my $800 for a broken Klein Quantum. Trek was less then diligent about the paint which was badly flaking off about 10 mos. later. They warranted, re-painted that, returned and THAT paint was flacking about 6 mos. later. They refused a 2nd paint so I had it redone locally. That paint lasted a few years then the frame developed a crack on the down tube near the cable stops. Trek of course, refused a warranty on a lifetime frame as I had done a paint job they refused to do.

I will never buy a Trek product.
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Old 04-16-18, 09:53 AM
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no problems now they get Giant to make them these days..
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Old 04-16-18, 09:54 AM
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Back in the day, I had a good experience with REI. Dropout on my Randonee broke on the first day of my cross-country trip. After a two hour drive up to D.C., they replaced the bike, then moved the bars, shifters, derailers and cassette over to the new bike for the lower gearing of the older model, and checked on the wheels (the wheels, to be honest, needed a minor touch-up in Missoula, 3,000 miles up the road). No charge. That was before they limited the warranty on their bikes, obviously. The new bike has some 21,000 miles on it without any further problems.


Fuji touring frame broke, and they replaced the frame under warranty since it was less than 25 years old. I paid the shop to move everything over, which was fair since it was a different dealer. Strangely enough, they replaced my blue frame with a brown frame but didn't replace the blue fork.
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Old 04-16-18, 09:49 PM
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I've had many items covered under warranties:

REI replaced our seven year old Sierra Design Lightning 2 tent. All I wanted to do was replace a broken pole. I wanted to buy
the pole because we had used that tent a lot in some tough conditions.They couldn't fix or replace the carbon fiber pole because
SD had switched to lightweight Aluminum poles. They also gave me a $75 cash refund because I paid full price originally, and the
new tent was on sale. That was hard to beat, but they have since changed their return policy.

Specialized and Bianchi replaced cracked frames on a Allez and a Volpe. Good LBS assistance helped.

Park Tools replaced workstand part, and digital caliper, no questions asked. Great customer service!

Wayne (The Touring Store) replaced lights, light parts and Orlieb pannier parts. More out of his great
customer service rather than warranty.

REI replaced Marmot Precip jackets twice for poor sewing. I had three, and the third one was my last one!

Several of my Snap-on tools were replaced without any questions.

Tubus Cargo rack replaced when a weld broke.

Seirra Designs repaired worn spots and torn netting on our tent at no cost.

Backcountry Gear replaced a Marmot sleeping bag that had faulty stitching. The sewing failed on a 3-month tour. I finished the
tour with it, and and they replaced it upon my return home. I don't by Marmot gear any more.

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Old 04-17-18, 07:28 AM
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Originally Posted by Philly Tandem View Post
...I see a trend of "lifetime" warranties going away soon, though. REI has done away with theirs...
Huh. I missed that somehow. I guess my membership will be collecting even more dust. That was litterally the only reason Iíve ever found for shopping there. Will they still honor the old warranty on things purchased in the past? I paid extra on a $350 tent by buying it from them just because of their warranty program. Maybe they should have just stopped accepting the ridiculous stuff where someone clearly got plenty of use out of the product. Maybe a 5yr warranty.
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Old 04-17-18, 07:41 AM
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Thermarest honoured their lifetime warranty with one of our sleeping pads that developed a bulge in it, inner baffles having come unstuck.
I was impressed, but also figure that given that we must have 5 of their pads in our household, we have supported them well, but very much appreciated the good service--and would buy from them again because of this.
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Old 04-17-18, 08:02 AM
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Park Tools replaced my crank puller that cracked after a couple uses, just wanted a picture of the break for quality purposes. Still have the new one in packaging, just continuing to use the old one that was fixed up with a bit of JB Weld. Sears was really good about replacing a few ratchets in the past, dunno if they are still good or not.

Beyond that, my experience with warranty claims is minimal. Generally if it isn't broke in the window the return policy is still in place, its been good for life, or at least well beyond any warranty or proof of purchase remains.

Although, I will say it is a bit disingenuous to say a company provides a crappy warranty policy, when you just took the word of a bike shop and didn't even attempt to claim it.
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Old 04-18-18, 07:44 AM
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Originally Posted by jefnvk View Post
Although, I will say it is a bit disingenuous to say a company provides a crappy warranty policy, when you just took the word of a bike shop and didn't even attempt to claim it.
Well they have a direct relationship with the bike shop, and work through them. If I recall, they do say youíre supposed to return the product to the dealer for warranty service. The same company also did deny my pannier claim. The shop is where a bought the rack, and seemed confident based on previous dealings with them. A second shop(the one where I got the panniers, and who tried to warranty the panniers for me) said the same thing about the rack. Itís the business they work in. If they say flat out that thereís no point in trying and they never warranty them unless itís a broken weld, I bet thereís gonna be no point.
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Old 04-18-18, 07:54 AM
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Originally Posted by 3speed View Post
Well they have a direct relationship with the bike shop, and work through them. If I recall, they do say you’re supposed to return the product to the dealer for warranty service. The same company also did deny my pannier claim. The shop is where a bought the rack, and seemed confident based on previous dealings with them. A second shop(the one where I got the panniers, and who tried to warranty the panniers for me) said the same thing about the rack. It’s the business they work in. If they say flat out that there’s no point in trying and they never warranty them unless it’s a broken weld, I bet there’s gonna be no point.
Can't say I've ever tried warrantying anything with Axiom, but their guarantee seems to say that the dealer is the one that makes the determination, and the customer doesn't deal with the company at all. Any chance they just didn't want to deal with it? Not doubting you, just trying to make sure blame ends up at the right place. Of course, IMO that is a pretty poor way to run a warranty policy in general, as it guarantees a wide variety of good and bad experiences based on what a cashier at any number of stores may determine.

Originally Posted by http://www.axiomgear.com/support/warranty-information/
The dealer will assess the problem, and if they deem it to be a manufacturer’s defect we’ll replace the product free of charge.
...
Please note that Axiom does not manage warranties directly with consumers.
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Old 04-18-18, 08:03 AM
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Originally Posted by 3speed View Post
Huh. I missed that somehow. I guess my membership will be collecting even more dust. That was litterally the only reason Iíve ever found for shopping there. Will they still honor the old warranty on things purchased in the past? I paid extra on a $350 tent by buying it from them just because of their warranty program. Maybe they should have just stopped accepting the ridiculous stuff where someone clearly got plenty of use out of the product. Maybe a 5yr warranty.
One thing that was happening is that people would buy stuff with no intention of keeping it, use the stuff and then return it. You never heard the joke that "REI" stood for "Rental Equipment, Inc." or "Return Equipment, Inc."? And yes, people would wear out a product through use over a long period and come back demanding a replacement. Some people on at least one forum even recommended to foreigners planning to tour in the U.S. that, in order to save bike transportation costs and to not have to deal with packing the bike at the end of the trip, they buy a bike at REI, do the tour and then return it, claiming they are unhappy.


In short, it was abuse of a liberal policy that resulted in its end.
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Old 04-18-18, 08:11 AM
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3speed
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The bike shop is the one you deal with, but Iím Certain Axiom has given them guidelines. Both shops said the same thing, so I bet thatís their policy. The shop that tried to warranty my bags(Revolution Cycles in Madison, which is a Great shop and really nice guys) had them for a week or so and said they tried but the Axiom distributor who they deal with denied it. It sounds to me like Axiom doesnít deal directly with customers, but they are the ones who make the call.
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Old 04-18-18, 08:25 AM
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Originally Posted by indyfabz View Post
One thing that was happening is that people would buy stuff with no intention of keeping it, use the stuff and then return it.
You still see that in garage sales. Amazing how many times I've gone to one, and there are four matching backpacks, sleeping bags, cook sets, etc. Also seen some shoes and tents that have obviously gotten years of use returned. Honestly don't know why REI sells half the used shoes they do at the garage sale, they'd be further ahead donating them to a homeless shelter and taking a tax write off, they are that far gone before being returned.

In general though, I still think a full year return policy is more than fair.

Originally Posted by 3speed View Post
The bike shop is the one you deal with, but I’m Certain Axiom has given them guidelines. Both shops said the same thing, so I bet that’s their policy. The shop that tried to warranty my bags(Revolution Cycles in Madison, which is a Great shop and really nice guys) had them for a week or so and said they tried but the Axiom distributor who they deal with denied it. It sounds to me like Axiom doesn’t deal directly with customers, but they are the ones who make the call.
Ah OK, just was feeling inquisitive! I like my Axiom stuff, but to be honest it is at a price point where I wouldn't generally bother trying to warranty it if it broke. Not really worth my effort to try and track down a dealer in the area for a $30 rack I bought online. Only reason I even bothered with the Park Tool was it broke on the second use.
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Old 04-18-18, 08:42 AM
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I get that. The reason I tried to replace the rack is because, yeah, it was only $40, but I bought it literally a week before the tour and it was broken by the end, being loaded well below itís rating the whole time. I got it from the local shop, so I took it back to them and asked them to get me a new one given the circumstance. The bags, as mentioned, Iím not too upset about. They were under $100, I got some use out of them, and with some gorilla tape, I still use them for commuting. The fact that the company doesnít seem to want to honor their ďlifetimeĒ warranty in either situation is why I feel they deserve a mention. It could help others decide on what products to buy in the future. If Axiom products fail and they wonít warranty them, donít buy their crap.
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Old 04-18-18, 08:48 AM
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Originally Posted by jefnvk View Post
Honestly don't know why REI sells half the used shoes they do at the garage sale, they'd be further ahead donating them to a homeless shelter and taking a tax write off, they are that far gone before being returned.
Heh. I just returned a pair of shoes last month, but I had only worn them once to walk to work and back. Maybe 5 miles total. Turns out the shoes made this really loud squishing noise. Between the crowd and the music in the store I guess I wasn't able to hear it when I tried them on. The noise was so noticeable that people at work were making fun of me. The whooshing suit episode of Seinfeld came to mind.
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Old 04-18-18, 09:06 AM
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Originally Posted by indyfabz View Post
Heh. I just returned a pair of shoes last month, but I had only worn them once to walk to work and back. Maybe 5 miles total. Turns out the shoes made this really loud squishing noise. Between the crowd and the music in the store I guess I wasn't able to hear it when I tried them on. The noise was so noticeable that people at work were making fun of me. The whooshing suit episode of Seinfeld came to mind.
Some aren't bad, I'm convinced many times a spouse buys them for their significant other, comes home, and they don't fit and can't be resold as new. Or they fit in the store, but you put on another pair of socks and they don't feel good. I'm wearing a pair of Timberlands right now that looked brand new and I got 75% off.

Lots, though, have near zero resale value but useful functionality left, that could serve a better purpose than sitting on a table for the next year before they finally realize no one want them. Shoes don't hold value.
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