03.07.08 | biker service pains...

I picked my bike up yesterday, after a very long and frustrating period—starting on 7 May when I first noted the problem with my headshok. After having the suspension/forks sent back to Cannondale for the first time (and the wrong replacement components being sent out to an lbs at least twice) I hope to have my first ride in some time today—as soon as the ground dries out after morning rain.

My frustration began when I called Cannondale (Australia) after noting the lockout was not holding (a slow compress) and the suspension was soft. My first action was to check the air pressure and boot for any tears (both OK). I then called Cannondale and was advised that my call would be returned by someone able to help—it never was. I then contacted an lbs, recommended by a friend, that services Cannondale’s. The mechanic with Cannondale experience was to be away for a week, so I booked my bike in for a service at my lbs for the following week. Fortunately, Cannondale returned their calls and the forks were sent back for a service. I picked my bike up on 30 May.

The mechanic at my lbs indicated that the forks were exhibiting the same issues as before they were sent to Cannondale, so I took it for a short ride. I called Cannondale and was advised that they had assumed that the air cartridge was faulty and replaced it. When I pointed out that there was nothing wrong with the air cartridge, I did not receive a satisfactory response. Instead of sending the forks back to Cannondale (and incurring new charges), I contacted the lbs recommended by a friend and booked the bike in for a service on 5 June. I was advised my bike would be ready the following day. This was the start of a long and frustrating period.

On 8, and 13 of June I was advised that components sent by Cannondale were the wrong ones, causing further delays. I was only advised of this on either calling the lbs or turning up to pick my bike up as scheduled. The lbs then had a back and forth with Cannondale, sending the suspension/forks back twice after them not being fixed. During this time, several other calls to the lbs were not returned (as promised), leading to further frustration.

After calling Cannondale on 1 July, I was advised by the mechanic that the forks were finally fixed and were sent back to the lbs that morning. The faulty oil cartridge was replaced. I advised that this was the initial problem and the mechanic indicated that he was never told that!

The cons of my experience were the time taken for a simple service, several promised calls not being returned by the lbs, Cannondale’s inadequate responses to enquiries, or seeking to non-address the issues, Cannondale refusing to compensate myself or the lbs for their mistakes (i.e. Charges incurred).

The pro’s of my experiences (I am trying to be positive) were the friendliness of the Cannondale mechanic (despite all of the issues), Cannondale agreeing not to charge for the replacement parts after my having made a strong argument for this, the lbs recognising  that they were partly responsible and not seeking to pass on actual costs. In total, the repair cost me $40 for the initial work required to send the forks to Cannondale (my lbs) that Cannondale refused to compensate for, and $30 for part of the courier costs the lbs had incurred (Cannondale refused to compensate the lbs).

I am hoping to get out for a ride today, though am sitting out the third rainfall off the morning.