Shimano Poor Service

Frank, I've found that if you call this number (first) and use their form
and explain your problem, then send the part yourself they respond quickly.
Be really nice, add a little humor and send asap (before they forget you)
and you'll get a quick response. Servicing warranty can be a [censored] job even
in the best of situations but as in life the "nice guys" get helped first.

http://bike.shimano.com/services/WUC_Claim_Form.pdf

I've had excellent warrenty service from Shimano when I handled the problem
directly. I suspect the holdup is with the LBS, not that they aren't
handling it. You are one of many.
"Frank Gmeindl" <[email hidden]> wrote in message
news:[email hidden]...

Quoted message said:

I've been waiting for Shimano to replace a 9-spped Dura Ace brifter for 3
weeks and have no indication that I'll ever get it. I bought a brand new
Dura Ace 9-speed group, rode it about 200 miles, and the right hand lever
failed. The throw on the long lever became radically longer when shifting
from the 3rd biggest to 2nd biggest cogs than when shifting all the other
cogs. My LBS agreed that it was a defect. First, Shimano told them it

was

Quoted message said:

their fault. Then, they agreed to replace it. My LBS asked them to send
the replacement. Shimano wouldn't send one without first receiving the
defect. The LBS sent it in 3 weeks ago. One phone call to Shimano two
weeks ago and another last week got the same response, "It's in our

system".

Quoted message said:

Fortunately, my LBS loaned me a used brifter or I'd be off the bike for 3
weeks of the best riding of the year right now. Think about that the next
time you need to make a purchase decision. I've had many Shimano and many
Campy groups over the years. Functionally, they each have their quirks

but

Quoted message said:

at least you can repair Campy. I regret having purchased Dura Ace.

Frank

Not to defend, but my experience was exactly the opposite. The whole
process took me 5 business days, including shipping from NYC and back.
I called, and wrote a nice letter with the original receipt. I saved
the time of going through the LBS.
-J.

"Richard Lambert" <[email hidden]> wrote in message news:<z9Elc.60426$Jy3.23954@fed1read03>...

Quoted message said:

Frank, I've found that if you call this number (first) and use their form
and explain your problem, then send the part yourself they respond quickly.
Be really nice, add a little humor and send asap (before they forget you)
and you'll get a quick response. Servicing warranty can be a [censored] job even
in the best of situations but as in life the "nice guys" get helped first.

http://bike.shimano.com/services/WUC_Claim_Form.pdf

Frank Gmeindl wrote:

I know this will bring up the same old Shimano vs Campy war again, but
this is my experience with both over the ~30 years I have been pedaling
road bikes

I avoid to using any thing Shimano on my bikes for the simple reason
that their stuff is basically designed to be disposable with little
customer support. I also don't agree with Shimano's business way of
marketing and doing business. Yes, Shimano or Campy will get a racer to
the finish line without problems, but after many years of daily use
Shimano tends to wear out sooner than Campy and the components are
generally not repairable. Shimano also tends to be fashion driven and
produces new stuff for marketing reasons rather than real technical
improvements. They dominate the OEM market due to their size and
industry clout. Shimano is about 10 times bigger than Campy and they use
this to leverage their marketing against other brands.

I have not had good experience with trying to get technical help or
replacement parts for Shimano. I can call the Campagnolo service center
and get technical help and order replacement parts from my LBS.

In my youth I was a serious Suntour fan, they offered better quality,
design and value compared to Campy or Shimano. They are now no longer a
road component supplier.

My current Serotta Legend Ti has a Campy Record 10speed grouppo and is
just over two years old. I have put near 25,000 miles on this bike from
training and racing miles on it during that time. Not once has the Campy
stuff let me down or caused a problem. Everything has simply been nice
to use, reliable and durable.

Bernice

Quoted message said:

I've been waiting for Shimano to replace a 9-spped Dura Ace brifter for 3
weeks and have no indication that I'll ever get it. I bought a brand new
Dura Ace 9-speed group, rode it about 200 miles, and the right hand lever
failed. The throw on the long lever became radically longer when shifting
from the 3rd biggest to 2nd biggest cogs than when shifting all the other
cogs. My LBS agreed that it was a defect. First, Shimano told them it was
their fault. Then, they agreed to replace it. My LBS asked them to send
the replacement. Shimano wouldn't send one without first receiving the
defect. The LBS sent it in 3 weeks ago. One phone call to Shimano two
weeks ago and another last week got the same response, "It's in our system".

Fortunately, my LBS loaned me a used brifter or I'd be off the bike for 3
weeks of the best riding of the year right now. Think about that the next
time you need to make a purchase decision. I've had many Shimano and many
Campy groups over the years. Functionally, they each have their quirks but
at least you can repair Campy. I regret having purchased Dura Ace.

Frank