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Cracked carbon frame. Advice please!!

  • 22-05-2017 8:18pm
    #1
    Registered Users, Registered Users 2 Posts: 26


    Hi all,

    Does anybody have experience dealing with Trek and their lifetime frame warranty? I'm pretty sure I have a crack along my downtube and am looking for some advice. How should I approach this if I want the situation resolved as quick as possible?

    Many thanks.


Comments

  • Registered Users, Registered Users 2 Posts: 26 TopTube


    TopTube wrote: »
    Hi all,

    Does anybody have experience dealing with Trek and their lifetime frame warranty? I'm pretty sure I have a crack along my downtube and am looking for some advice. How should I approach this if I want the situation resolved as quick as possible?

    Many thanks.


    FYI : it is a Trek Madone 4.5 2011 model.


  • Registered Users, Registered Users 2 Posts: 940 ✭✭✭monkeyslayer


    Contact the manufacturer and they'll advise. I crashed a Look bike and had a Focus bike that cracked and both companies had a different returns and inspection system.. ie the Focus went back to Wiggle, the Look went to cyclesuperstore but was originally bought from Wiggle, but CSS were Looks representatives in Ireland.


  • Moderators, Category Moderators, Arts Moderators, Sports Moderators Posts: 50,888 CMod ✭✭✭✭magicbastarder


    how did CSS/look respond, given it was crash damage?


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    Unfortunately I can't attach a photo as I'm a "new user" but it's quite an obvious crack imo along the downtube... about 3-4 inches.

    I'm doing the Wicklow 200 in three weeks so obviously this is a big setback in my preparation 🙈


  • Registered Users, Registered Users 2 Posts: 6,373 ✭✭✭iwillhtfu


    TopTube wrote: »
    Unfortunately I can't attach a photo as I'm a "new user" but it's quite an obvious crack imo along the downtube... about 3-4 inches.

    I'm doing the Wicklow 200 in three weeks so obviously this is a big setback in my preparation 🙈

    post a link to pics with spaces w w w. pictures . com

    Someone will piece it back together and embed a picture.


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  • Registered Users, Registered Users 2 Posts: 26 TopTube


    iwillhtfu wrote: »
    post a link to pics with spaces w w w. pictures . com

    Someone will piece it back together and embed a picture.

    https:// www .imageshack. us/i/pn3zs5zxj


  • Registered Users, Registered Users 2 Posts: 4,792 ✭✭✭cython


    TopTube wrote: »
    https:// www .imageshack. us/i/pn3zs5zxj

    3zs5zx.jpg

    Doesn't look great tbh.


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    Doesn't look great tbh.[/quote]

    https: // www .imageshack. us/i/poeWkJwhj

    https :// www. imageshack. us/i/pn1BbBHJj

    I keep it in great condition and it has never been abused. I hope Trek honour their commitment.


  • Registered Users, Registered Users 2 Posts: 6,373 ✭✭✭iwillhtfu


    That looks pretty nasty alright I assume it's the down tube we're looking at.

    It looks like crush damage if I'm honest.


  • Registered Users, Registered Users 2 Posts: 6,373 ✭✭✭iwillhtfu


    TopTube wrote: »
    Doesn't look great tbh.

    https://www.imageshack.us/i/poeWkJwhj

    https://www.imageshack.us/i/pn1BbBHJj

    I keep it in great condition and it has never been abused. I hope Trek honour their commitment.[/QUOTE]

    1BbBHJ.jpg


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  • Registered Users, Registered Users 2 Posts: 26 TopTube


    iwillhtfu wrote: »
    That looks pretty nasty alright I assume it's the down tube we're looking at.

    It looks like crush damage if I'm honest.

    Correct, that's the down tube. Apparently the way carbon is layered will result in a crack length-ways as opposed to around the circumference?

    I don't think it's crush damage to be honest, as I said it's very well looked after and I have no memory or ever being involved in an accident or incident that would damage the downtube.


  • Registered Users, Registered Users 2 Posts: 6,373 ✭✭✭iwillhtfu


    TopTube wrote: »
    Correct, that's the down tube. Apparently the way carbon is layered will result in a crack length-ways as opposed to around the circumference?

    I don't think it's crush damage to be honest, as I said it's very well looked after and I have no memory or ever being involved in an accident or incident that would damage the downtube.

    Ah yeah I understand. Sorry I wasn't insinuating it was something you had done.

    I've seen some bikes taking an awful knock at sportives etc from lads just dumping their bikes on top of them.

    Hopefully you get sorted I'd say at a min they'll offer a discounted frame.


  • Registered Users, Registered Users 2 Posts: 940 ✭✭✭monkeyslayer


    how did CSS/look respond, given it was crash damage?

    Turned out to be fine, it was more precautionary than anything, look were brilliant, I really believe they would've replaced it if needed


  • Registered Users, Registered Users 2 Posts: 6,503 ✭✭✭secman


    Hopefully Trek will stand over their " life long " guarantee, presumably apart from the crack the frame looks in very good condition judging from your comments regarding looking after it etc. I will be very interested in the outcome, having just purchased a Trek Emonda sl6 pro in the last week or so. Good luck with your case. Presumably your first call of port will be the retailer, the distributor is based in bluebell but you probably have to go through the retailer first.


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    secman wrote: »
    Hopefully Trek will stand over their " life long " guarantee, presumably apart from the crack the frame looks in very good condition judging from your comments regarding looking after it etc. I will be very interested in the outcome, having just purchased a Trek Emonda sl6 pro in the last week or so. Good luck with your case. Presumably your first call of port will be the retailer, the distributor is based in bluebell but you probably have to go through the retailer first.

    Thanks! Yes, the frame is perfect other than this crack. I have read mixed reviews about people being dissatisfied regarding frame warranties so I am slightly worried, truth be told. The trek distributor in Ireland is still Centro I'm sure?


  • Registered Users, Registered Users 2 Posts: 6,503 ✭✭✭secman


    TopTube wrote: »
    Thanks! Yes, the frame is perfect other than this crack. I have read mixed reviews about people being dissatisfied regarding frame warranties so I am slightly worried, truth be told. The trek distributor in Ireland is still Centro I'm sure?

    Yep they are indeed. It's in their interest to have it resolved, you would think.


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    secman wrote: »
    Yep they are indeed. It's in their interest to have it resolved, you would think.

    I will be sending them pictures tomorrow along with my proof of purchase. I wonder would anything else benefit me in speeding up the case... as I said, Wicklow 200 in less than 3 weeks.

    Having been a lifelong Trekkie, I just hope my loyalty is acknowledged and this is taken seriously.


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    Update: I have contacted Centro and sent them all the information that they requested;

    - photos of the damage
    - proof of purchase

    I will keep you updated as the process plays out. My LBS have been very helpful also and are firmly behind me.

    If anyone else has been in a similar situation, let me know how it went.

    Wish me luck :-)


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    Update:

    This issue is still running, longer than I anticipated tbh. This is the most recent communication from Trek;

    "I apologize that this is taking so long, but it seems that this is a very unusual crack! I spoke with the warranty representative who is handling this case and they are looking at another frame with a similar issue, to see what the cause and solution may be"

    Quite alarming I must admit, but I would have thought the process would have been more efficient.


  • Registered Users, Registered Users 2 Posts: 4,131 ✭✭✭Bambaata


    Failing resolution with them you could possibly get it repaired? Have read a few positive reviews on carbon repair


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  • Moderators, Science, Health & Environment Moderators Posts: 23,243 Mod ✭✭✭✭godtabh


    TopTube wrote: »
    Update:

    This issue is still running, longer than I anticipated tbh. This is the most recent communication from Trek;

    "I apologize that this is taking so long, but it seems that this is a very unusual crack! I spoke with the warranty representative who is handling this case and they are looking at another frame with a similar issue, to see what the cause and solution may be"

    Quite alarming I must admit, but I would have thought the process would have been more efficient.

    A week isnt a look time in the warranty process. I have wheels with mavic maybe 6 weeks


  • Registered Users, Registered Users 2 Posts: 26 TopTube


    Ok, so here is the official response from Trek;

    "Speaking with the warranty team, they were able to give me a resolution to your case. Our team of carbon engineers are saying that this crack was caused by an impact and have thus deemed the frame unsafe to ride. I have attached a photo of where they believe the frame was initially impacted. A replacement frame would be the course of action for this case and unfortunately impacts are not covered by our warranty. For unfortunate situations like this, we do offer a loyalty discount program, which entitles you to a discount on a new frame or complete bike. I don’t have pricing, so you will need to visit your retailer and have this conversation with them"

    I am naturally very disappointed with this outcome. I can assure you that no impact occurred to the bike that would have caused this crack. It's strange that such a judgment can be made based on a photography also.

    What are my options here? Do I just take my medicine and move on as they suggest? I'm very angry with this decision as you can imagine.


  • Registered Users, Registered Users 2 Posts: 866 ✭✭✭Maidhci


    TopTube wrote: »
    Ok, so here is the official response from Trek;

    "Speaking with the warranty team, they were able to give me a resolution to your case. Our team of carbon engineers are saying that this crack was caused by an impact and have thus deemed the frame unsafe to ride. I have attached a photo of where they believe the frame was initially impacted. A replacement frame would be the course of action for this case and unfortunately impacts are not covered by our warranty. For unfortunate situations like this, we do offer a loyalty discount program, which entitles you to a discount on a new frame or complete bike. I don’t have pricing, so you will need to visit your retailer and have this conversation with them"

    I am naturally very disappointed with this outcome. I can assure you that no impact occurred to the bike that would have caused this crack. It's strange that such a judgment can be made based on a photography also.

    What are my options here? Do I just take my medicine and move on as they suggest? I'm very angry with this decision as you can imagine.

    If it were me, I would certainly appeal their decision, especially as you are sure there was no impact involved and also given that the assessment was made, based on photographic evidence. Can you bring your bike to an independent expert and ask him to form an opinion? That would be my starting point to an appeal, I do not know if this is possible in this instance, but I would consider it worth a try.


  • Registered Users, Registered Users 2 Posts: 4,183 ✭✭✭Quigs Snr


    A teammate crashed the week before the ras and brought his bike to carbontec in Dublin who did a great repair in about 4 or 5 days. Price was under 300 and this includes replacing decals etc...


  • Registered Users, Registered Users 2 Posts: 6,373 ✭✭✭iwillhtfu


    An unfortunate out come but to be honest I'm not surprised. For a manufacturer to accept a fault is a big deal as it may result in numerous other complaints and ultimately a recall.

    I know you say its well cared for and it's never suffered an impact but keep in mind some folks absolutely abuse their own and others bikes when racking them at sportives etc.

    I'd be curious to see what there offer is going to cost. If it were me I'd probably get it repaired.


  • Closed Accounts Posts: 1,422 ✭✭✭Sarz91


    iwillhtfu wrote: »

    I'd be curious to see what there offer is going to cost. If it were me I'd probably get it repaired.

    Not a trek but thought it might be interesting all the same. Noticed a small dent on the top tube of my Kinesis Aithein the other day. Took a few photos of it and sent it off to Kinesis just to ask their opinion. They deemed it unsafe and more or less told me not to ride it. They offered me 25% off the cost of a brand new frame which I thought was more than decent of them.


  • Registered Users, Registered Users 2 Posts: 493 ✭✭wpd


    most manufacturers will refuse warranty straight away
    if some people go away then they win while maintaining their strong advertising

    if you are certain you are not to blame for crack then you should take them to court
    ring a solictor and explain issue and ask for him to write them a letter
    cost shouldnt be too expensive

    trek wont want to go to an irish court to explain to an irish judge how they assessed this as impact damage by photo evidence and to
    the publicity around their lifetime warranty

    I would spend money on solicitors letter rather than independent inspection

    if you are stuck for a frame in the mean time get something like a planet x pro to tide you over


  • Moderators, Category Moderators, Arts Moderators, Sports Moderators Posts: 50,888 CMod ✭✭✭✭magicbastarder


    i'd be curious as to the legal standing of a lifetime warranty like this - you can clearly make a legitimate claim that it was a factor in your decision to purchase originally, but it's clearly over and above your statutory rights; which you'd no longer be covered by as the bike is six years old.
    one thing - playing devil's advocate here, as they may raise the question - how did the crack get that big before you brought it to their attention? it's in a relatively prominent spot on the frame so they may argue that if it was a stress fracture, you'd have spotted it earlier when it was smaller, but such a factor would not apply to impact damage.
    IANAL, etc. etc.


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