Cannondale Lifetime warranty doesn't cover breakages

[warthog1]

I can understand with race equipment that long-term reliability isn't part of the race equation. But it doesn't explain having the same attitude to everything they sell.

The deceptive way the warranties have been worded, which appear to feed assumptions about the way some frames used to be warranted, while actually offering little real commitment, is poor form IMO. Surly's warranty might not offer much/any more than the ones cited previously, but at least they don't appear to be pretending otherwise with clever wording.

FRAMESET WARRANTY
Surly[TRADE MARK SIGN] frames and forks are guaranteed to be free from manufacturing defects for three
years from the original date of purchase. If we screwed up something in the manufacturing
process that resulted in the premature failure of the product, we’ll fix or replace it at our
discretion. This warranty is for the original buyer of the product and is not transferable. It
should go without saying that we won’t even consider your warranty problem without a
dated proof-of-purchase.
This warranty doesn’t cover damage resulting from any sort of riding other than “normal”
riding, and the inevitable wear and tear resulting from “normal” use. Surly
products are built to be used vigorously, and we wouldn’t expect you to treat them gently.
However, we can’t be responsible for the inherent danger to body and property you face
each time you throw your leg over the top tube. We’re hip to the “just riding along” phenomenon
- and frankly, we’re just not having it.
Sorry, the paintjob isn’t covered, nor is any damage that happens to you or your other
components as a result of any failure of one of our products. Lastly, if you modify or
neglect our products, we can’t be responsible for them or what might happen to you while
you’re using them. We hate to spell it out, but hey, it’s the 21st Century. We’re known to
back up our products, but we’ve seen too many peoples’ parts come back to us that were
not defective and did not meet our warranty guidelines. Save yourself some time and
shipping money by reading this and making a decision for yourself. If you and your shop
think your Surly product is worthy of a warranty inspection, please return the
product to the original place of purchase, accompanied by a sales receipt. In the unlikely
event that this is not possible, call or email us and we’ll do our best to get you riding again.

http://surlybikes.com/uploads/downloads ... rranty.pdf

+1
Full marks to Surly for speaking in plain language and keeping the bovine poo to a minimum. As a buyer that would give me confidence that I know what to expect as far as warranty coverage goes.

[Howzat]

would you ask Toyota to replace your car after 15 years because you had driven it 300,000km's and the engine bearings were shot?

I'd say no.

I'd say yes, if Toyota offered a "lifetime warranty". But they don't.

[Nobody]

I'd say yes, if Toyota offered a "lifetime warranty". But they don't.

Disagree. Engine bearings are like disc brake pads and tyres. They are a wear items that just need replacing.

Having said that, I believe if a Toyota car body cracked during a warranty period, it should be repaired by Toyota. IMO a frame is not a wear item and shouldn't fail within the first 20 years of use. But bike manufacturers are now making frames that are ultra-light and do fail regularly within 10 years if used enough. So informed consumers have the choice to either buy something with a reputation for durability, or take their chances by relying on the warranty. I chose the former.

[RonK]

I can understand with race equipment that long-term reliability isn't part of the race equation. But it doesn't explain having the same attitude to everything they sell.

The deceptive way the warranties have been worded, which appear to feed assumptions about the way some frames used to be warranted, while actually offering little real commitment, is poor form IMO. Surly's warranty might not offer much/any more than the ones cited previously, but at least they don't appear to be pretending otherwise with clever wording.

FRAMESET WARRANTY
Surly[TRADE MARK SIGN] frames and forks are guaranteed to be free from manufacturing defects for three
years from the original date of purchase. If we screwed up something in the manufacturing
process that resulted in the premature failure of the product, we’ll fix or replace it at our
discretion. This warranty is for the original buyer of the product and is not transferable. It
should go without saying that we won’t even consider your warranty problem without a
dated proof-of-purchase.
This warranty doesn’t cover damage resulting from any sort of riding other than “normal”
riding, and the inevitable wear and tear resulting from “normal” use. Surly
products are built to be used vigorously, and we wouldn’t expect you to treat them gently.
However, we can’t be responsible for the inherent danger to body and property you face
each time you throw your leg over the top tube. We’re hip to the “just riding along” phenomenon
- and frankly, we’re just not having it.
Sorry, the paintjob isn’t covered, nor is any damage that happens to you or your other
components as a result of any failure of one of our products. Lastly, if you modify or
neglect our products, we can’t be responsible for them or what might happen to you while
you’re using them. We hate to spell it out, but hey, it’s the 21st Century. We’re known to
back up our products, but we’ve seen too many peoples’ parts come back to us that were
not defective and did not meet our warranty guidelines. Save yourself some time and
shipping money by reading this and making a decision for yourself. If you and your shop
think your Surly product is worthy of a warranty inspection, please return the
product to the original place of purchase, accompanied by a sales receipt. In the unlikely
event that this is not possible, call or email us and we’ll do our best to get you riding again.

http://surlybikes.com/uploads/downloads ... rranty.pdf

+1
Full marks to Surly for speaking in plain language and keeping the bovine poo to a minimum. As a buyer that would give me confidence that I know what to expect as far as warranty coverage goes.

Ah, another victim of Surly's marketing spin.

[RonK]

I'd say yes, if Toyota offered a "lifetime warranty". But they don't.

Disagree. Engine bearings are like disc brake pads and tyres. They are a wear items that just need replacing.

Having said that, I believe if a Toyota car body cracked during a warranty period, it should be repaired by Toyota.

Having worked for several years as a Toyota warranty manager I can back what Nobody says. Normal wear is not covered by warranty, however abnormal wear and failure most definitely are. And it was not unusual for Toyota to accept claims on vehicles well beyond the normal warranty period when a claim was well presented and argued. A claim for a frame failure would definitely attract the attention of the state warranty manager and he would likely involve the engineering department.

[Ry]

Just went through Cannondale's warranty process. 2011 SuperSix frame developed a crack at the join of the bottom bracket and the seat tube. They admitted fault immediately and replaced my frame with a 2013 SuperSix about 6 weeks later. A little slower than I'd like to, but they certainly didn't try to squirm out of it.