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Anyone experienced appalling warranty service from Shimano UK? My XT rear mech suffered the dreaded failed clutch and started suffering intermittent and failed shifting. Normal wear and tear but completely straight and undamaged. They have claimed it is damaged and refused to warranty it, final decision no appeal.
What a joke, Shimano used to have excellent warranty. I have thrown away several Shimano rear mechs over the years when my fault but this 12 speed XT just stopped working. Is this their new policy? Shocking at the price they charge these days.
Can you fix it. The clutch is serviceable
Who was the retailer?
Did they argue your case
Where did you buy it? I
I kept it regularly serviced in line with Shimano guidance for the clutch.
The retailer is CRC and are refusing to help, decision final.
Have a spares drawer full of knackeed mechs never once tried it on if its damaged or my fault. There is bugger all wrong with the mech except the clutch stopped working. It is really tight to shift and only shifts intermittently, well documented issue on 12 speed yet Shimano plead ignorance. Total joke.
Shimano Canada sorted me out with parts to repair my failed 12 speed clutch no bother even when parts were effectively unobtanium. However warrantying shoes was a failed venture that left me frustrated.
Anywho, if you're familiar with clutch service and have a drawer full of spares then you could sort this in 5 minutes with zero stress.
use SOGA on CRC
What have they claimed is damaged (how old)
Grey import at CRC?
I'm pretty sure my Mavic wheels through them never went to Mavic, and infact CRC lost one of them, then tried to palm me off with half a refund
When I contacted Mavic they sent me a replacement axle in the postimmediately (by then CRC had lost my wheel)
CRC - of course they don't want to help.
No doubt due to it being oem mech.
Plus their laxed attitude.
On the other hand, Tredz refunded for a failed XT hydraulic brake lever (cylinder leak) I bought aftermarket from them and Sunset Cycles provided me with a warranty replacement 12s XT gear lever that came on my (just under) two year old Trek Rail.
Both within the last few months.
So I can, at least, vouch for these two vendors.
Or just take the clutch off and enjoy better suspension performance 🙂
Madison handle the warranty in the UK. Try contacting them direct. Good luck!
How old is it?
Is wear and tear a warranty issue?
You have a draw full of busted mechs.
Why would you even bother sending a mech back with a clutch problem when you have all the bits you need to swap over and get it working in five minutes?
Five minutes work or go for days without a bike seems a pretty easy choice to me.
Normal wear and tear
How is that a warranty issue? Even if CRC lied to you, if it's just worn out, Shimano do a replacement clutch mechanism. No wonder prices for parts are so high if folks are demanding a new mech because their current one is used.
The op isn't saying it's failed due to wear and tear he'd stating it's straight and undamaged but with just the usual wear and tear .
I'm surprised at CRC my experience with them is the opposite
12 speed mech clutches die quickly compared to older mechs we've found. We keep a big stock of clutches in order to repair our customers mechs.
That's not solving your issue but I can say that:
We've seen dead ones weeks old and autensibly new.
Madison are not warrantying them anymore.
If you're a Bird customer we'll repair it ourselves and not even bother trying to send it back.
I wonder why they might be dying sooner, more leverage on a longer cage?
Had similar with a dura ace crank. Known issue, Shimano ignoring it despite the new range actually being marketed as solving the issue. Grey import, retailer doesn’t want to know. I’ve badgered Madison constantly and they suggested I send it back to then via an LBS. I’ve just got to find a localish dealer who doesn’t mind me wandering in and asking them to send it in to Madison when I haven’t bought it from them.
Similar issues in recent years with XT wandering bite point, Leaky XT master cylinder, leaky deore caliper, leaky 785 calipers, leaky GRX caliper to add to Dura Ace issue. Thanks Shimano.
If it's a grey import then it's got zip to do with Shimano UK - that's the entire point of the grey import! Your complaint is with whoever did the importing.
The retailer is CRC and are refusing to help, decision final.
Did it arrive in a poly bag, no box? If so I'm not sure how Shimano UK handle grey import part these days. But either way your contract is with CRC not Shimano UK.
Grey import, retailer doesn’t want to know. I’ve badgered Madison constantly and they suggested I send it back to then via an LBS.
Tbf that's considerably more than Madison actually have to do.
It's not remotely in their interested to support backdoor channels of supply.
Shimano refunded my 20 month old zees when I sent them back under warranty (via Tweeks who were excellent), so no issue here.