Out of warranty period

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May 24, 2012, 08:29:41 AM

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[tron]

Has anyone tried to deal with Commencal regarding a cracked frame that just went out of its warranty period?
I know they are not obliged to replace it, but any luck at getting a discount on a new frame or something like that?
I have a 2 year and 3 months old 08 Meta 55 VIP, and I just discovered a tiny mark that looks like a crack developing at the weld where the shock mount is connected to the top tube.

[steveb]

Hey Tron. First off, don't worry about it. In 90% of cases the cracks never get bad enough to run the risk of failure. ALL Commie riders are paranoid so check their frames with a magnifying glass, and surprise surprise, find cracks (you'd be surprised how many frames are cracked, not just Commies, other brands, only the owners never look close enough so never find them!).

But there is no harm is asking for a replacement, Commie are damn reasonable with stuff just out of warranty, the key is be polite, follow the normal procedure, and understand that your "claim" won't be priority, and you might be surprised what you get offered. If on the other hand you get all high and mighty and start making idle threats after a few weeks, expect to get told to feck off! (I'm not saying you'll do this, just mentioning it for others!).

The first step is to talk to your dealer. Ask them to talk to their regional supplier, and take it from there.

[tron]

Thanks Steve
No I'm not worried about the frame comming apart all the sudden. If the frame was painted black I'd never discover it. And you are right, I have been checking my frame regularly at exactly this spot after seeing a lot of pictures like this on the forum.
I'm in Norway, but it's a frame from Merlin with a Madison sticker on it. I've read something about emailing Madison directly, is that the standard procedure? Or is Commencal handling this in a "global way" so I can ask my local distributor to talk to Commencal?

[tron]

Well, Merlin replied to my email instantly and adviced me to email Madison directly.
I did. Three weeks ago!
I haven't heard a word from them.
Guess I'm doomed to ride my frame until it falls completely apart.

[lucky_pierre]

Never email, ring up.  Ask for a name incase you have to follow up the call.

[Russalf]

I rode a frame with worse cracks than that in the same place for a couple of months, the cracks didnt get any worse, i reckon i could have kept on riding it for ever but i didnt particularly want as frame with cracks so i sent it off. keep riding it, itll be fine.

[steveb]

Guess I'm doomed to ride my frame until it falls completely apart.

It won't fall apart at that crack, it might get a bit worse over the years, but doubtful.

You loved the bike before you found the crack, the crack will almost certainly not get much worse, so forget about it and love it again.

[Snakes]

so forget about it

I agree that probably it won't spread (I had similar cracks), but I would still keep an eye on it and check it here and there.

[tron]

Sure I love that frame, it's amazing! But still, I'm doomed to ride it - no one will buy a cracked frame second hand.
But enough said about that.
Point is I followed Madison's preferred procedure. I composed a very polite email, I took the pictures and I waited for a reply. I'd totally understand it if they turned me down - the warranty is two years, that's fine. But I also asked them about selling me a discounted frame - lots of manufacturers have a no-fault replacement program.
Sure I can forget about the crack and keep riding as if nothing was wrong. But I will not forget about Madison ignoring my emails.

[iain1775]

Point is I followed Madison's preferred procedure. But I will not forget about Madison ignoring my emails.

No you followed Merlin's preferred procedure
Preferred because they no longer stock Commencal and don't want the hassle of dealing with it
Do not give up, get back onto Merlin, ask if they can sort it for you, explain you live overseas now, do all your bike purchases on line and therefore are struggling with Madison direct
Merlin are really pushing their online business, hopefully you can appeal to that need to keep a happy customer base
(it might work, it might not!)

At the same time keep on at Madison direct

If you get nowhere like others say, sure its okay to ride

[tron]

According to Merlin it IS Madison's prefered procedure.
Merlin has said they can do this for me, but they need me to strip down the frame and ship it to them. Then they will send it to Madison for inspection. This procedure means I will be without my bike for 1-2 months, and as long as Madison haven't commented on either the pictures or the warranty- or no-fault replacement issue, I can end up with the same cracked frame comming in return.
I'd rather pay full price for a brand new frame today than being without a bike that long.

[Snakes]

On which mail did you contact Madison? Something like commencalwarranty@...?
It took a few days until they've replied my emails, so maybe you just have to wait a little more.

[tron]

Yes that's the address. A few days is what I would call good service. I'm approaching a month.
Think I just have to stop wasting energy on this. I'm starting my 4 weeks holyday today and I just want to ride - that'll get the smile back 

[tron]

Looks like complaining on the web actually helps. Got some feedback from Merlin today. They talked to Madison.
A replacement is out of the question - I was prepared for that. But they have offered me a discount on a new frame, but I was not given any details about which one.

[tron]

Still not a word from either Merlin or Madison about how to order the discounted frame they offered, so I give up. Probably time to move on and try some other brands anyway.