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  1. #76
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    Quote Originally Posted by skizzle86
    My experience has been exactly as you described. Been a diehard Fuji bike rider and this thread has turned me away from buying another. Yes, it sucks I'll have to pay more for a frame but I'll have peace of mind knowing that the company will take care of me. I hope Fuji is reading, you don't deserve a pat on the back, the fact it took this much effort to get you to concede to doing right is a testament to what kind of company you really are. Thanks for saving me from buying another bike from you.
    Agreed. It'll be a while before I need another bike (I got six...) but Fuji will be off my short list until I hear otherwise..

  2. #77
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    and while we're all waiting... here's some bike porn to hold us over . What I passed on the SL-1 for:





    Me on my old steed just this past weekend on the Napa Century. I still love this bike, just not so enamored with the company:


  3. #78
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    Nice looking ride...congrats.

  4. #79
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    why are so many fuji frames in need of repair? I just went from a 2006 scott cr1 sl that I'd been riding for 4 years to a scott addict sl. Thing is, I got my addict sl frameset for less than fuji's crash replacement price on whatever model was talked about here.

    And, w/ scott, if you crash, they have a really good replacement program.

    I've always thought of the fujis as "second tier" and if you time it right, you can pick up better frames at better prices.

  5. #80
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    I own a Fuji SL-1 frame that I built custom with old DA and will recommend it to everyone I know. Great frame, and I have never had any issues that required me to contact either my dealer or the company. For every hater, there's a fanboy.
    I'm not him.

  6. #81
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    Quote Originally Posted by frdfandc
    Would this be the same if it happened to a Trek? Specialized? Cannondale? Moots?


    The list goes on. One bad instance that has been posted on the web as opposed to thousands of bikes without issue, and everyone writes off a company.
    Most likely those companies would have taken care of him correctly to begin with then this would not have even been an issue.
    Most companies bend over backwords to keep their customers happy.

  7. #82
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    The End

    Thanks to everyone who was following this thread. Fortunately, I can say it's all come to an end.

    I received my SL1 frame from R R Velo today and the quality of the work appears to be very good. Communication with Edgar from R R Velo was very intermittent and I started to worry a bit. After countless emails and voicemails, Edgar got back to me and explained that he had been in an accident that had kept him off the phone and email for a while. Luckily, he's okay but I had started to think the worst about my frame.

    Also, my frame was shipped out two weeks ago but was returned to them for some unknown reason. With that delay, it took about a month to get my frame back. Not too bad, but if it wasn't for the shipping mishap, I would have had it in two weeks.

    It's difficult to see the repair. There is a slight inconsistency in the fiber weave finish but it's not really noticeable.

    I've attached before and after pictures of the seat stay.

    Edgar also found another tiny crack in the wishbone that he repaired as well. The complete repair cost me $325 plus shipping.

    I also received my Kestrel Airfoil Pro SL frameset from Fuji last weekend. Pictured is the frame but I also got the fork, headset, seatpost and saddle. Sorry for not removing the foam for the picture. This will be sitting in the basement until I get the group to build it up. It'll be a winter project for next season.

    In the end, this was a painful experience, but Fuji management did come through for me. Despite the experience with the warranty department, I'm a loyal Fuji customer and I plan to ride these bikes for quite a while. The SL1 is a great bike and I couldn't touch anything as good for the price I paid.

    Ray
    Attached Thumbnails Attached Thumbnails Cracked Seat Stay 2009 Fuji SL-1-before.jpg   Cracked Seat Stay 2009 Fuji SL-1-after.jpg   Cracked Seat Stay 2009 Fuji SL-1-airfoil.jpg  

  8. #83
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    Thats Kestrel's a sweet frame, ain't it? I built one up for a customer a few months back.
    You can't fix stupid.

    Quote Originally Posted by JoeDaddio

    I kind of wish it were legal to staple people in the face.

  9. #84
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    Quote Originally Posted by frdfandc
    Thats Kestrel's a sweet frame, ain't it? I built one up for a customer a few months back.
    It looks nice. It's a bit heavier than the SL1 but I expect that I'll be faster on it due to the aero position.

    It' a 50cm which means that I takes 650c wheels. I had toyed with the idea or selling it and buying a tri frame that takes 700c wheels, but I'm going to give the Airfoil a shot.

    Ray

  10. #85
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    Here is what I intend to be my final update on this thread. I did receive my Fuji D-6 Pro frame. Fuji came through in the end after some serious pressure from upper management at Performance Bike. I have not built it up yet and I tried to upload photos but the board says they are too large. Overall I'm pleased, there is one outstanding issue Performance is working on though. The frame is very proprietary including the seatmast cap which is paint keyed to the bike. They did not include that and should have. It is part of the package whenever they ship out a purchased frameset as well. I think Performance will make this right though.

    From my experience I will not be buying another Fuji. The first reason is that I don't think they can stand up to the power I'm throwing into the frame, thus the crack under an effort my Madone doesn't even flex for. Secondly, I know they would not have come through without the pressure from Performance which would not have existed if I had not refused the offer.

    I hope Fuji can turn this kind of thing around and we can see some posts about smooth easy warranty situations. I like the look of their bikes and would love to recommend them to my smaller friends and even have one for my wife in the future.

  11. #86
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    if you don't want to make the drive, why not ship the frame to them?

  12. #87
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    Well add me to the list. Small crack in drivetrain seatstay of a 2009 SL-1 with less than 1000 miles on it. Kind off bumming because I was was really getting into this bike and was determined to ride more often.

    I talked to the performance I got it at and he is going to call it in to Fuji in the morning (Monday). He determined it was not from impact. It was kind of a joke when he asked if it had been in a crash, there is not a scratch on the bike. He said he one in the back with a crack in the same spot, and he was aware of the problem, he said that they stopped using the C10 carbon because of this.

    Well I have been looking at cannondales, BH, and Felt lately. I really like the idea of the Di2 Dura-ace. I am riding every other day for at least two hours. I like road races and long rides, I am thinking of doing a few bike trips, Crits are not my thing.

    The store manager said they no longer make the SL1 with C10 fiber, but instead the 2010 would be C7. Is this a big weight difference?

    So here is the dilemma, So do I:

    1) See if they will repair it. ( I do like the bike the way it is set up now with my components and the color scheme.) BUT, what if it starts cracking somewhere else?

    2) Just take the 2010 SL1

    3) Try to hold out for a 2011 (with C11? fiber)

    4) Try for the SST (the fiber I think is 4 or 7) I have never ridden one.

    5) Part everything out,stay away from Fuji, and pick up a different bike?

    6) any other ideas?

  13. #88
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    Quote Originally Posted by AZPOWERHOUSE/
    I talked to the performance I got it at and he is going to call it in to Fuji in the morning (Monday). He determined it was not from impact. It was kind of a joke when he asked if it had been in a crash, there is not a scratch on the bike. He said he one in the back with a crack in the same spot, and he was aware of the problem, he said that they stopped using the C10 carbon because of this.


    The store manager said they no longer make the SL1 with C10 fiber, but instead the 2010 would be C7. Is this a big weight difference?

    So here is the dilemma, So do I:

    1) See if they will repair it. ( I do like the bike the way it is set up now with my components and the color scheme.) BUT, what if it starts cracking somewhere else?

    2) Just take the 2010 SL1

    3) Try to hold out for a 2011 (with C11? fiber)

    4) Try for the SST (the fiber I think is 4 or 7) I have never ridden one.

    5) Part everything out,stay away from Fuji, and pick up a different bike?

    6) any other ideas?


    They still make a C10 SL1. Its the SL1 RC. But for 2011 the SL1 series is supposed to be discontinued as they are doing a new bike called the Altimira.

    http://www.fujibicycle.com/Road/Ultr...--Shimano.aspx

    Fuji will not repair it. They will send a replacement frame.
    Last edited by frdfandc; 09-26-2010 at 06:10 PM.
    You can't fix stupid.

    Quote Originally Posted by JoeDaddio

    I kind of wish it were legal to staple people in the face.

  14. #89
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    I just saw the altamira on their website, Should I try to get this frame if I cant get the 2010 SL1 frame that is comparable?

    is the altamira their replacement for the SL1?, it seems to be much lighter on the website.

    Thanks

  15. #90
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    Ok, yeah that is pretty much the same frame. The manager at performance made it sound like they might not have any more, I will just have to stand my ground.

    Thanks for your help.

  16. #91
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    Quote Originally Posted by AZPOWERHOUSE
    Ok, yeah that is pretty much the same frame. The manager at performance made it sound like they might not have any more, I will just have to stand my ground.

    Thanks for your help.
    Fuji probably doesn't have complete bikes, but they try to keep warranty replacement frames available for when situations such as this arrise.
    You can't fix stupid.

    Quote Originally Posted by JoeDaddio

    I kind of wish it were legal to staple people in the face.

  17. #92
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    Cool, well hopefully that solves the problem. Thanks

  18. #93
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    Wanted to follow up with my situation....

    I received the same exact textbook run around from fuji regarding my frame as others in this thread received.

    Here is pretty much how it went:
    -week 1) fuji wanted pics.
    -week 2) fuji want more pics.
    -week 3) fuji wants frame sent to them, but then a day later....fuji denies warranty because they said it was from impact. fuji tries to get me to pay 700 for an sst crash replacement.
    -week 4) Performance gives me a few good options. One being the exact frame as mine in the back on a brand new lay-away bike (this bike came in at the same time as mine over a year ago).

    -Conclusion) After being played like a fool from fuji (my bike never had any impact of any kind and had no scratches on any part of the bike, it looked like new), I declined the offers and will never ride a fuji bike or any of their sister brands. I was done fighting the same fight as others in this thread, and I have no trust in fuji or their frames.

    I do want to thank performance for giving my money back.


    The funny thing is in the email from fuji posted in this thread:

    Fuji takes every warranty claim requesting our consideration very seriously. I don't know if you examined the pictures (one that he posted on our official Fuji facebook page is attached), but if you take a look at the crack you can see that it does not follow the cross-hatch grain of the carbon. It is true that carbon can crack, but those cracks are results of stress on a weaker bond between the fibers. Those weak bonds, which are manufacturer's defects, result in hairline cracks that stretch and grow along the grain of the carbon until it is visible or the stretching causes very loud creeking. Raymond's frame cracked in a way that we have seen on many crash instances- crossing over the grain of the carbon instead of following along it.

    This pretty much spells out what my frame looked like. My crack was perpendicular to raymonds crack but on the other seatstay.

    I did enjoy the bike, but I am over it and the whole situation. I can't wait to get another bike (Different brand) when the 2011s roll out.

  19. #94
    Folsom City Blues...
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    Quote Originally Posted by sa7nt
    Mr. Gaspari apparently doesn't understand how customer service works. Had they simply replaced the frame, they likely would have made Ray a loyal Fuji customer and found a few others out there via word of mouth. Instead, they made a snap judgement which thanks to the internet will likely turn off many many potential buyers.

    Mr. Gaspari, if you're reading this (and I hope you are), please note that I currently own a Fuji SST 1.0. It is an awesome frame and I love everything about it. When it comes time to look for another bike, it likely won't be a Fuji as your company does not appear to stand behind their products. The fact that you are quick to call the purchaser of your products a liar regarding the circumstances surrounding the damage says much about your level of professionalism and class. Good luck with your company's future when this is your level of customer service.
    Ditto, I too will not purchase a Fuji in the future after reading this thread. I'm going with steel this time around and would have considered a fuji for a corbon bike, but no thank you.

    Peace
    Tao Te Ching

    The movement of the Tao is to return
    The way of Tao is to yield

    Heaven, Earth and all things

    are born of existant world.

    The existent world is born of nothingness of Tao

    Master Lao Tzu

  20. #95
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    It's been a while since my issues came about but let me resurrect this thread with the latest news.

    I received the Airfoil frame in Sept. I haven't had the time or resources to build it up so it's been sitting in the basement collecting dust. I finally made it to Trisports in Tucson and spoke to them about building the bike and getting me properly fitted. Sadly, the fitter told me that the frame was too small for me and wouldn't get me in the optimal position. That's pretty disappointing, especially considering everything that happened to get the new frame.

    I emailed Rob at Fuji/ASI and mentioned to him that the frame was too small and he IMMEDIATELY offered to swap the frame for a better size.

    Once again, I feel as if I'm getting awesome customer service from Fuji/ASI.

    Thanks Fuji!

    Ray

  21. #96
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    Know why you're getting a Kestrel Airfoil?...I do.

    You haven't ridden one yet huh?
    The airfoil lacks a seat tube. So, the seat stays have to take up the load. Which means they are made super stout. That means they don't move at all. Which means you're going to feel every pebble in the road....as if you're riding a jackhammer. That frame feels like it's made from concrete. It won't see much saddle time.

    Dude, they can't give those things away fast enough.
    Get a new SL1 like you had in the first place. These companies are trying to cut their losses by giving customers not what they want, but what they have lying around they can't sell.
    I am glad Walmart bike store gave you're money back under their "satisfaction guaranteed" slogan.
    Next time, go to reputable pro shop and just hand them the broken frame. They'll treat you like family. No hoops. No shenanigans.
    "People ask me what I'm on. What am I on? I'm on my bike - busting my ass - six hours a day. What are you on?"
    Lance Armstrong

  22. #97
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    Quote Originally Posted by skygodmatt
    Know why you're getting a Kestrel Airfoil?...I do.

    You haven't ridden one yet huh?
    The airfoil lacks a seat tube. So, the seat stays have to take up the load. Which means they are made super stout. That means they don't move at all. Which means you're going to feel every pebble in the road....as if you're riding a jackhammer. That frame feels like it's made from concrete. It won't see much saddle time.

    Dude, they can't give those things away fast enough.
    Get a new SL1 like you had in the first place. These companies are trying to cut their losses by giving customers not what they want, but what they have lying around they can't sell.
    I am glad Walmart bike store gave you're money back under their "satisfaction guaranteed" slogan.
    Next time, go to reputable pro shop and just hand them the broken frame. They'll treat you like family. No hoops. No shenanigans.
    How's that for snobbery? You can't really get any more pretentious than calling Performance "Walmart bike store." Believe what you will but they have a stellar policy and they stand by their products. I ride a Felt F1, a Felt FA and Specialized Allez . In other words, I have nothing to gain by defending Performance since I also bought my bikes from smaller shops. However, I have actually had better customer service from them than any pro shop I've been to- except for when I was paying $7,000 for my F1. I doubt a little pro shop can pressure a manufacturer to take action like Performance did for this guy. Call it what you want but Performance has the pull to get the job done. Some of their stuff is crap and most of their stuff is good, but Performance will stand behind it because it was sold by them. Not every cyclists can or wants to spend large amounts of moeny on a bike. They deserve to be treated with the same respect as the rest of us since they are the customer regardless of what they are riding. Performance (and a few smaller shops- not pro shops) are the answer.

  23. #98
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    Quote Originally Posted by skygodmatt
    Know why you're getting a Kestrel Airfoil?...I do.

    You haven't ridden one yet huh?
    The airfoil lacks a seat tube. So, the seat stays have to take up the load. Which means they are made super stout. That means they don't move at all. Which means you're going to feel every pebble in the road....as if you're riding a jackhammer. That frame feels like it's made from concrete. It won't see much saddle time.

    Dude, they can't give those things away fast enough.
    Get a new SL1 like you had in the first place. These companies are trying to cut their losses by giving customers not what they want, but what they have lying around they can't sell.
    I am glad Walmart bike store gave you're money back under their "satisfaction guaranteed" slogan.
    Next time, go to reputable pro shop and just hand them the broken frame. They'll treat you like family. No hoops. No shenanigans.
    Hasn't Kestrel been making bikes without seat tubes for nearly 20 years? You should write them and let them know about the problem.

  24. #99
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    Just saying it took the OP a few months just to get a cracked frame replaced and he went through a ton of hassle --as he admits.

    A good pro shop would never allow this to happen. I've cracked 3 carbon frames now.
    I've had them all replaced between 3 days to 2 weeks.
    That's why you don't see me posting bad service issues.

    I expect better service for my dollar than what the OP got.
    I spend thousands a year on bike stuff with my shop. I've got better things to do with my time than deal with failed products.
    If that makes me a snob then so be it.
    "People ask me what I'm on. What am I on? I'm on my bike - busting my ass - six hours a day. What are you on?"
    Lance Armstrong

  25. #100
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    Quote Originally Posted by skygodmatt
    Just saying it took the OP a few months just to get a cracked frame replaced and he went through a ton of hassle --as he admits.

    A good pro shop would never allow this to happen. I've cracked 3 carbon frames now.
    I've had them all replaced between 3 days to 2 weeks.
    That's why you don't see me posting bad service issues.

    I expect better service for my dollar than what the OP got.
    I spend thousands a year on bike stuff with my shop. I've got better things to do with my time than deal with failed products.
    If that makes me a snob then so be it.
    So, if YOU had bought this Fuji, your shop would have been able to convince Fuji it was a warranty issue and replace it in less than 2 weeks? Or have you never had a warranty with Fuji and don't have any idea how well your shop would do against a company like that?

    You seem to be putting the problem in front of the wrong set of feet, and using your small experience dictate who actually makes a warranty replacement happen.

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