Cannondale Warranty Problems
Steveh1976
Posts: 2
About 5 years ago I had a friend who worked for Cannondale. At the time he was a sales manager and as such offered me the chance to buy an ex-demo F2000SL (CAAD5) bike at a reduced price. This offer coincided with me getting a large bonus at work, so I took the opportunity as I knew that they didn't come around very often.
This bike was a really nice bike and I was very happy indeed with it until about a year later the frame snapped at the rear dropout (disk brake side). Apparently, after speaking to my friend, this appeared to be a common fault so my freind arranged from me to get a warranty replacement. After about a month I was sent a shiny new F3000SL frame (they didn't have any 2000SL frames in the factory).
Since getting my new frame I haven't ridden it much due to illness, injury and lack of money for new parts. About a year ago I finally got this bike up and running until in May this year I snapped the frame again (same place as last time).
Unfortunatly my friend no longer works for Cannondale so I was unable to ask his help so instead I e-mailed Servicedesk Europe. After 2 weeks I hadn't heard anything so I phone up Cannondale Europe in Holland to speak to somebody. I was told that because I hadn't bought my bike through a dealer and I didn't have proof of purchase I wasn't entitled to a new frame dispite having a serial number for the frame (which I thought they might have a record of). The person I spoke to suggested that I e-mailed them with all of the details and he would pass it to the correct people to see if there was anything that they could suggest.
After a number of weeks and several e-mails (sent by me - no responses ever recieved) I finally got a reply which said as far as they were concerned the bike was second hand as Cannondale don't sell directly to the public and as I didn't get it from a dealer I was not entitled to a warranty replacement. It was suggested to me that I got in touch with my friend to ask him if he could send them any information which may help. I did this and my friend very kindly sent an e-mail to them saying what his position within the company was, who he worked with at the time and how I came to get the bike. Since then I have e-mailed regularly to both Europe and UK e-mail addresses and phoned (a number in Holland which is all they will give me!) but have been passed around. When I send e-mails they are never returned and whenever I am told I will recieve a phone call I never do.
After a large number of phone calls and e-mails from both me and my friend I have recieved an e-mail from Cannondale which says that they have once again looked at my case and are in agreement that the purchase was a 'personal' purchase and as such I am definitly not entitled to a replacement. I have been told however that I am entitled to take part in the frame replacement program where I can purchase a new frame at £600+. Unfortunatly I don't seem to have £600 lying around. It seams to me that Cannondale are very keen on pushing the frame replacement scheme but not very keen on honoring the warranties that they give. This seems like yet another way for a large corporation to screw Joe Public.
This bike was a really nice bike and I was very happy indeed with it until about a year later the frame snapped at the rear dropout (disk brake side). Apparently, after speaking to my friend, this appeared to be a common fault so my freind arranged from me to get a warranty replacement. After about a month I was sent a shiny new F3000SL frame (they didn't have any 2000SL frames in the factory).
Since getting my new frame I haven't ridden it much due to illness, injury and lack of money for new parts. About a year ago I finally got this bike up and running until in May this year I snapped the frame again (same place as last time).
Unfortunatly my friend no longer works for Cannondale so I was unable to ask his help so instead I e-mailed Servicedesk Europe. After 2 weeks I hadn't heard anything so I phone up Cannondale Europe in Holland to speak to somebody. I was told that because I hadn't bought my bike through a dealer and I didn't have proof of purchase I wasn't entitled to a new frame dispite having a serial number for the frame (which I thought they might have a record of). The person I spoke to suggested that I e-mailed them with all of the details and he would pass it to the correct people to see if there was anything that they could suggest.
After a number of weeks and several e-mails (sent by me - no responses ever recieved) I finally got a reply which said as far as they were concerned the bike was second hand as Cannondale don't sell directly to the public and as I didn't get it from a dealer I was not entitled to a warranty replacement. It was suggested to me that I got in touch with my friend to ask him if he could send them any information which may help. I did this and my friend very kindly sent an e-mail to them saying what his position within the company was, who he worked with at the time and how I came to get the bike. Since then I have e-mailed regularly to both Europe and UK e-mail addresses and phoned (a number in Holland which is all they will give me!) but have been passed around. When I send e-mails they are never returned and whenever I am told I will recieve a phone call I never do.
After a large number of phone calls and e-mails from both me and my friend I have recieved an e-mail from Cannondale which says that they have once again looked at my case and are in agreement that the purchase was a 'personal' purchase and as such I am definitly not entitled to a replacement. I have been told however that I am entitled to take part in the frame replacement program where I can purchase a new frame at £600+. Unfortunatly I don't seem to have £600 lying around. It seams to me that Cannondale are very keen on pushing the frame replacement scheme but not very keen on honoring the warranties that they give. This seems like yet another way for a large corporation to screw Joe Public.
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Comments
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Sounds to me like a referral to CAB.
You purchased the bike from Cannondale and I am presuming that you did not sign any clauses excluding you from the lifetime guarantee.
I am assuming you have not got a note of the original frame no. ?
At the time did you pay for the bicycle in cash or via a cheque payable to Cannondale ?
If the latter maybe worth asking your bank for a copy of the cheque- but they will charge!
If your friend purchased it his name then sold it to you, I think you have problems.
But still speak to CAB0 -
Its odd they honoured it the first time round, and not the second. Unless it was a good will gesture. But as above, you will have problems if you cannot prove you bought the bike from a registered dealer as such and are the only owner (guarantees and warranties are non transferable)0
