Shimano warranty experiences?- Mtbr.com
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  1. #1
    theHeadlessThompsonGunner
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    Shimano warranty experiences?

    I just sent my 03 XT crank in with a bent spider, which obviously prevented me from ever getting proper chain tension. I rode it for six months this way before finally getting around to returning it. After a bit of investigating on their website, it looked like Shimano had a great warranty service: 2 years on XT parts, 2 - 3 day turnaround, and pretty much no questions asked.

    After ten days, I decided I ought to call and see what's up...lo and behold, Shimano has the crank arms backordered and it's going to be 4 - 5 WEEKS before I get it back. Jason informed me kindly that, no, they had no intentions of calling me to let me know the e t a on the part, and that 'they usually don't call on backordered items'. Has anyone else dealt with Shimano's warranty dept?
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  2. #2
    blame me for missed rides
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    no exp w/ their warranty but apparently shimano is having a heck of a time (i.e. delay) with their new line of components.

  3. #3
    SS Grrrrrrrl
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    Quote Originally Posted by SDizzle
    I just sent my 03 XT crank in with a bent spider, which obviously prevented me from ever getting proper chain tension. I rode it for six months this way before finally getting around to returning it. After a bit of investigating on their website, it looked like Shimano had a great warranty service: 2 years on XT parts, 2 - 3 day turnaround, and pretty much no questions asked.

    After ten days, I decided I ought to call and see what's up...lo and behold, Shimano has the crank arms backordered and it's going to be 4 - 5 WEEKS before I get it back. Jason informed me kindly that, no, they had no intentions of calling me to let me know the e t a on the part, and that 'they usually don't call on backordered items'. Has anyone else dealt with Shimano's warranty dept?
    I warrantied an XTR rear derailleur once... had the exact same experience as you. The part did eventually arrive about a month after I sent the broken one in. Although they did send me a brand new one as the replacement.

  4. #4
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    Yes - Shimano is overloaded right now and it's affecting just about every manufacturer and distributor. They're working 7 days a week with 3 shifts after having a 300% increase in pre-season orders, who say's the bike industry is dead?
    About 6 months ago I sent in an XTR Caliper with the "Sticky Piston", they said box up your old one and send it back. About a week later I had a complete new brake setup - Rotor, Caliper and 2 sets of pads... That was then though, this is now and I think you're in for a bit of a wait, bummer.

  5. #5
    Jed Peters
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    Unbelievable customer service. They will fix/replace anything it seems like. May take a while, but they are always on the ball.

  6. #6
    theHeadlessThompsonGunner
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    Yeh, they told me I was going to get a whole new arm, which is nice, and everyone I've spoken to has been congenial and knowledgable. It's nice too that I can do this as a consumer, and not have to go to the shop and add even more time.

    But dammit, this means I'm riding some noodly Deore cranks for at least a month longer!
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  7. #7
    blame me for missed rides
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    Quote Originally Posted by SDizzle
    I just sent my 03 XT crank in with a bent spider, which obviously prevented me from ever getting proper chain tension. I rode it for six months this way before finally getting around to returning it. After a bit of investigating on their website, it looked like Shimano had a great warranty service: 2 years on XT parts, 2 - 3 day turnaround, and pretty much no questions asked.

    After ten days, I decided I ought to call and see what's up...lo and behold, Shimano has the crank arms backordered and it's going to be 4 - 5 WEEKS before I get it back. Jason informed me kindly that, no, they had no intentions of calling me to let me know the e t a on the part, and that 'they usually don't call on backordered items'. Has anyone else dealt with Shimano's warranty dept?
    by the way, what's shimano CS email addie? thanks.

  8. #8
    SS Grrrrrrrl
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    Quote Originally Posted by weather
    by the way, what's shimano CS email addie? thanks.
    Don't know their email addy. Telco and address is on the warranty form: http://bike.shimano.com/services/WUC_Claim_Form.pdf

  9. #9
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    I was thinking about getting the XT cranks for the new single speed. Are you satisfied with them, or would you have rather gone another route? Just courious.

    n

  10. #10
    theHeadlessThompsonGunner
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    They're awesome, and stinking stiff--so stiff, in fact, that the Deores I'm riding until I get them back feel like wrought iron. Just make sure your spider is straight out of the box, or you'll be constantly fighting with them.

    Weather, just call them. I don't know they're email address, but they were very helpful by phone--even though they brought news I didn't want to hear.
    "I've courted brain damage like some courtesan of darkness."


    -The Good Doctor

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