I discovered a crack on my endurace cf8 frame after a climb, and immediately submitted a warranty claim. Took the US warranty department about 2 weeks to respond, they claimed the crack was evidence of a crash and thus the replacement frame would be covered under their crash replacement policy. Fine. A week goes by and another email comes through saying the warranty department “reviewed my case” and reversed my decision, and the frame will now be replaced free of charge under their warranty program. The email contained all the information for destroying the frame and confirming the shipping address. Great. Yesterday, I received an email saying the frame will ship after they receive payment, followed by an invoice for a frame through their crash replacement program.
It’s been a month and their warranty department has contradicted themselves and strung this out for way too long.
What on earth do I do now?
by Civil-Ad9015
8 Comments
Call them maybe and talk to someone?
I couldnt ride my bike for 5 fucking months until they sorted two replacement forks (one of which their LBS destroyed, so i had to wait even longer)
i dont know what you should do but i feel you and i hope it will be sorted asap
curious, what are the instructions for destroying the frame?
I had a cracked frame replaced. It can take a while. Be patient and polite and it’ll get worked out.
So they said it wouldn’t be covered, then said it would, then said it wouldn’t? Also, there wasn’t an option where you send them the whole bike and they do the swap for you? What was the price for the replacement frame?
Forward them their own mail claiming that frame will be replaced under warranty, and get ready for 6 months of ping pong. That’s how I solved my Lux cracked frame (I had to send full bike to them, they had it there, claimed it was crash when it was obvious there was no sign of a hit, then they claimed it was overload.,.. on seatstay???!!!, and after I sent them proper construction and load analysis showing rest of frame should disintegrate before there would be overload possible on that place, they suddenly discovered that it was really bad manufacturing issue and frame was replaced… only to get invoice for 3000eur month later for “crash replacement and works at switching parts from old to new frame”). It took me about 6 months to solve all this and get working bike again, which meant no bike during whole summer season, and whole bunch of nerves.
That’s reason why this Lux is last Canyon I will ever own. I rather stop riding bike then have another Canyon.
PS: Otherwise I actually really like this bike, but with this sort of service, I’m definitely not going to spent single euro with them ever again.
My Bianchi broke like this, exactly the same place, almost identical crack, it’s like the manufacturers don’t put thick enough carbon there to reinforce the area enough. I had no crash at all, just got to the end of a typical gravel ride putting the bike in the car and noticed this.
https://preview.redd.it/v55gonx0p1df1.png?width=1862&format=png&auto=webp&s=994356be62eec9d93146a448c53a39b0c14ed5a0
>they claimed the crack was evidence of a crash and thus the replacement frame would be covered under their crash replacement policy. Fine.
So did you crash or not? Having a hard time understanding why you accepted crash replacement if you didn’t crash. Perhaps that’s part of the confusion now.