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aka rockyonekc
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105 Posts
Discussion Starter · #1 · (Edited)
Here's the story:

I purchased two sets of TruVativ Stylo Team cranks when ISIS was first introduced in mid 2001. Both were the first generation version that have since proven to be prone to cracking and failure, and have subsequently been replaced by a stronger aluminum alloy.

I broke set number one on my lightweight steel hardtail, now a singlespeed, on a step-up onto a 1-foot ledge or so. I did not contact TruVativ about replacing this crank as it had some miles on it.

Set number two has been on my backup geared hardtail seeing use only a few times per year. I only use my backup bike when I loan it to a friend, or go for a ride where gears are neccessary. I'm preparing for a trip to Winter Park in a little over a week, and was getting my geared bike ready to go. I noticed last night stress fractures in the exact same spot on the drive side crankarm where the other Stylo team broke. I contacted TruVativ today, and although they did offer a "crash replacement" for a reasonable cost, they would not replace it under warranty because it is out of the two year warranty period. I pointed out that I did not break the crank in a crash, but rather the crank is failing in the same spot as my other Stylo team, and many other first generation ISIS cranks failed. I also pointed out that I have not even gone through one set of chainrings, or worn out a single ISIS bottom bracket on that crankset. Probably less than 300 miles total.

So here's my question: Am I completely out of line to expect a free replacement for this little used crank? I spent $400+ on these cranks not even three seasons ago, and have nothing to show for it except a bad opinion of TruVativ. I don't think it's unreasonable to expect the crankarm to outlast at least one set of chainrings, regardless of when it was originally purchased. I also don't think it's unreasonable to expect a free replacement.

I'm going to call them directly to discuss it further, but wanted to get a reality check of sorts first. Opinions?
 

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I had the same problem. They just said "a 2 year warranty is a 2 year warranty, try our crash replacement program and try the holzzfeller's"

I said "got racceface's number?"

They are very strict on their warranty determinations. If it's out of the warranty time it is out of warranty. Mine failed due to manufacturer error and they did not warranty them, although they wanted me to foot the bill to send them to them to "inspect" them. I was not going to pay for their research investigation, especially if I was not going to receive a new warranty pair of cranks. I bought the crash replacement cranks and since these are now worn out (after one year, the length of the new stylo's warranty although they have lasted another year) I am waiting to get a pair of racceface or shimmano cranks for my singlespeed when these finally give up.

Good luck though, let me know how it turns out, maybe I can get new ones after all (not holding my breath though)
 

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i worship Mr T
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Diamond Dave said:
Here's the story:

I purchased two sets of TruVativ Stylo Team cranks when ISIS was first introduced in mid 2001. Both were the first generation version that have since proven to be prone to cracking and failure, and have subsequently been replaced by a stronger aluminum alloy.

I broke set number one on my lightweight steel hardtail, now a singlespeed, on a step-up onto a 1-foot ledge or so. I did not contact TruVativ about replacing this crank as it had some miles on it.

Set number two has been on my backup geared hardtail seeing use only a few times per year. I only use my backup bike when I loan it to a friend, or go for a ride where gears are neccessary. I'm preparing for a trip to Winter Park in a little over a week, and was getting my geared bike ready to go. I noticed last night stress fractures in the exact same spot on the drive side crankarm where the other Stylo team broke. I contacted TruVativ today, and although they did offer a "crash replacement" for a reasonable cost, they would not replace it under warranty because it is out of the two year warranty period. I pointed out that I did not break the crank in a crash, but rather the crank is failing in the same spot as my other Stylo team, and many other first generation ISIS cranks failed. I also pointed out that I have not even gone through one set of chainrings, or worn out a single ISIS bottom bracket on that crankset. Probably less than 300 miles total.

So here's my question: Am I completely out of line to expect a free replacement for this little used crank? I spent $400+ on these cranks not even three seasons ago, and have nothing to show for it except a bad opinion of TruVativ. I don't think it's unreasonable to expect the crankarm to outlast at least one set of chainrings, regardless of when it was originally purchased. I also don't think it's unreasonable to expect a free replacement.

I'm going to call them directly to discuss it further, but wanted to get a reality check of sorts first. Opinions?
i've always had good luck with TruVativ warranty. i sent a non-driveside crank arm back to them twice last summer (i think i did pay shipping both times) and in the end they warrantied the entire crankset and sent me a brand new Stylo crankset for free.

however, my cranks were less than 2 yrs old so i was still within warranty. personally, i think that they should warranty your cranks since the problem is an inherent product failure, but i don't work for TruVativ so that doesn't really help you all that much.

my only suggestion would be to try to sweet-talk them and maybe if you do send the cranks back they'll be willing to warranty them after they've seen them. good luck.

rt
 

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Inbred Homebrewer
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Short answer? yes.

Your cranks are three years old. The manufacturer doesn't have any way of knowing how much or how little you actually used their product during this 3 yr period. Sure, you claim to have only put ~ 300 miles on them, but how do they know? Your word?

It may be true, but here's the rub... they offer a 2 yr warranty. Not a 2 yr/ XXX mile warranty; just 2 yrs.

If you knew all along that there were many failures related to a "weak alloy", then it's your obligation to seek out a replacement during the 2 year warranty period.

The fact that you "pointed out that [you] have not even gone through one set of chainrings, or worn out a single ISIS bottom bracket on that crankset" is completely irrelevant. Not only that, but it's way too subjective a claim. Exactly when is a bottom bracket "worn out"?

Sorry, man. Chalk it up to bad luck, but I don't see how TruVativ is in the wrong. Your warranty was up, plain and simple. To see why they're not the bad guys here, try extending your case out a few years. Maybe it's been 6 years (of light use) since you bought 'em and they fail. Do you still think you should get a free replacement? 10 years?!? It's a 2 year warranty, not lifetime. Where would you have them draw the line?

They offered you a crash replacement discount, right? Seems fair enough to me. :rolleyes:

Diamond Dave said:
Here's the story:

I purchased two sets of TruVativ Stylo Team cranks when ISIS was first introduced in mid 2001. Both were the first generation version that have since proven to be prone to cracking and failure, and have subsequently been replaced by a stronger aluminum alloy.

I broke set number one on my lightweight steel hardtail, now a singlespeed, on a step-up onto a 1-foot ledge or so. I did not contact TruVativ about replacing this crank as it had some miles on it.

Set number two has been on my backup geared hardtail seeing use only a few times per year. I only use my backup bike when I loan it to a friend, or go for a ride where gears are neccessary. I'm preparing for a trip to Winter Park in a little over a week, and was getting my geared bike ready to go. I noticed last night stress fractures in the exact same spot on the drive side crankarm where the other Stylo team broke. I contacted TruVativ today, and although they did offer a "crash replacement" for a reasonable cost, they would not replace it under warranty because it is out of the two year warranty period. I pointed out that I did not break the crank in a crash, but rather the crank is failing in the same spot as my other Stylo team, and many other first generation ISIS cranks failed. I also pointed out that I have not even gone through one set of chainrings, or worn out a single ISIS bottom bracket on that crankset. Probably less than 300 miles total.

So here's my question: Am I completely out of line to expect a free replacement for this little used crank? I spent $400+ on these cranks not even three seasons ago, and have nothing to show for it except a bad opinion of TruVativ. I don't think it's unreasonable to expect the crankarm to outlast at least one set of chainrings, regardless of when it was originally purchased. I also don't think it's unreasonable to expect a free replacement.

I'm going to call them directly to discuss it further, but wanted to get a reality check of sorts first. Opinions?
 

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I'd take the crash replacement

Diamond Dave said:
Here's the story:

I purchased two sets of TruVativ Stylo Team cranks when ISIS was first introduced in mid 2001. Both were the first generation version that have since proven to be prone to cracking and failure, and have subsequently been replaced by a stronger aluminum alloy.

I broke set number one on my lightweight steel hardtail, now a singlespeed, on a step-up onto a 1-foot ledge or so. I did not contact TruVativ about replacing this crank as it had some miles on it.

Set number two has been on my backup geared hardtail seeing use only a few times per year. I only use my backup bike when I loan it to a friend, or go for a ride where gears are neccessary. I'm preparing for a trip to Winter Park in a little over a week, and was getting my geared bike ready to go. I noticed last night stress fractures in the exact same spot on the drive side crankarm where the other Stylo team broke. I contacted TruVativ today, and although they did offer a "crash replacement" for a reasonable cost, they would not replace it under warranty because it is out of the two year warranty period. I pointed out that I did not break the crank in a crash, but rather the crank is failing in the same spot as my other Stylo team, and many other first generation ISIS cranks failed. I also pointed out that I have not even gone through one set of chainrings, or worn out a single ISIS bottom bracket on that crankset. Probably less than 300 miles total.

So here's my question: Am I completely out of line to expect a free replacement for this little used crank? I spent $400+ on these cranks not even three seasons ago, and have nothing to show for it except a bad opinion of TruVativ. I don't think it's unreasonable to expect the crankarm to outlast at least one set of chainrings, regardless of when it was originally purchased. I also don't think it's unreasonable to expect a free replacement.

I'm going to call them directly to discuss it further, but wanted to get a reality check of sorts first. Opinions?
then either use or sell the crankset.
 

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It's about showing up.
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Dang!

You are outside the limits of the warrenty. Hard to argue with that. As such you don't really have much of an arguing point and are at the mercy of the company. You can do one of two things:
1) Suck it up and deal. Take advantage of the crash replacement deal.
2) Send them the cranks (on your dime) to show them how little use they have and how they failed along with a letter of appeal. You never know. I once had a spoke pull out of a rim. The LBS and supplier did nothing. I happend to mention it to the designer of the rim and he asked to see it. I sent it to him "for science." He sent it back with an explaination of the failure along with a new rim. Go figure.
 

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meh....
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Stick said:
Your cranks are three years old. The manufacturer doesn't have any way of knowing how much or how little you actually used their product during this 3 yr period. Sure, you claim to have only put ~ 300 miles on them, but how do they know? Your word?
At least Truvativ should look at the cranks and take his word for it, innocent until proven guilty and all that, until they can prove him a liar. Truvativ is beginning to sound like the Ellsworth of cranksets. They have/had a known problem and they should deal with it honestly.

Monte
 

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You're SOL, sorry.

Based on the info you provided, aside from the age, should they replace them? Yes. As a company hoping to turn a profit, and based on the age of your crankset, should they replace them, and taking someones word for it? No. Keep in mind they have shady pricks trying to screw them into a free crankset everyday.

When I first got into mtb, it was a re-burgeoning industry ('96 I think, when companies could ACTUALLY make a living catering to us). My main 'sport' now, offroading a year old Tacoma truck, is new as well, companies are just realizing they can make a profit catering to Tacomas, and good PR is essential at this point in thier development. Things are starting to slacken slightly, however, since losing one customer based on warranty refusal doesn't hurt the bottom line anymore, at least not as much as it did when a company was fresh.

IMO, you should get new cranks (If I were in charge), but I'm not, and pleasing you now won't help thier bottom line.

Rob.
 

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Monte said:
At least Truvativ should look at the cranks and take his word for it, innocent until proven guilty and all that, until they can prove him a liar.
It's not a question of truth, it's a question of 2 years from the date of purchase. I'm sure Truvativ knows full well how their cranks fail, and don't need to see yet another broken pair.

Poeple abuse the hell outa liberal wrranty policies in the bike world. It bugs me. If the offer crash replacement, take it! What's the new crank gonna cost, $50?

Sheeet, I wish I could get "crash replacement" parts for my Subaru.
 

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singletrack said:
It's not a question of truth, it's a question of 2 years from the date of purchase. I'm sure Truvativ knows full well how their cranks fail, and don't need to see yet another broken pair.

Poeple abuse the hell outa liberal wrranty policies in the bike world. It bugs me. If the offer crash replacement, take it! What's the new crank gonna cost, $50?

Sheeet, I wish I could get "crash replacement" parts for my Subaru.
Warantee or not, cranks should last a helluva lot longer than 2 years! That is pathetic.

Want to know what bugs me? Landfills. Disposable parts that are designed to be cheaper to replace than to repair. Instant gratification. Wal mart.
 

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aka rockyonekc
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105 Posts
Discussion Starter · #12 ·
Stick said:
Sorry, man. Chalk it up to bad luck
I agree. It is out of warranty plain and simple. It's a clear indication of their values in regards to profits vs. customer satisfaction. Ultimately I do understand TruVativ's neccessity to strictly limit the financial damage they have incurred due to their own design flaw.

What sucks it that the customer is the one having to "chalk it up to bad luck". Believe it or not, there are companies out there that care about their customers even after their two years are up. I called Rocky Mountain once to confirm the seatpost size for a used frame I picked up. They sent me a new quick release collar, no charge. I called SRAM one time to get a replacement part for my derallier(sp?), and they sent me a new derallier(sp?). Both times I was stunned with their offers. Here's some more companies that have provided outstanding service,....Avid, Chris King, and my LBS. Those are the kind of companies I choose to do business with, and I'm willing to pay extra for that type of customer care. I chose TruVativ cranks because I thought they were one of those type companies. That was my bad luck, and my mistake.

FWIW, I plan to pick up some used hollow-tech crank arms/spider with the splined BB and use the existing rings and guard. Should be about the same price as their crash replacement, but I won't have to have any more TruVativ parts hanging on my bikes. Regarding the crash replacement, I can afford to make my decision on principle instead of money. There is no way I will give them any more of my $'s. I should have done that in the first place. :( Anyone have some used shimano stuff for sale??

Dave in KC
 

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aka rockyonekc
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105 Posts
Discussion Starter · #15 ·
singletrack said:
Well, sure. But that's what happens why you buy lightwieght stuff.
For what it's worth, I spoke with their techs directly before I bought either crank to confirm the bb size needed. The Stylo Team was actually their recommendation based on my weight and riding conditions. The Stylo was and still is marketed as a strong crank. "Lightweight stuff" would not be offerred in 180mm lengths for singlespeed.
 

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Diamond Dave said:
For what it's worth, I spoke with their techs directly before I bought either crank to confirm the bb size needed. The Stylo Team was actually their recommendation based on my weight and riding conditions. The Stylo was and still is marketed as a strong crank. "Lightweight stuff" would not be offerred in 180mm lengths for singlespeed.
FWIW, I always thought the Stylo are a pretty nice crank, and wouldn't have expected a failure. But lightweight to me would be anything less than a Husselfelt.

The bike industry [until recently] has always pushed consumers to a lighter weight product. If the Industry was really interested in offering a product appropriate to use, most bikes would never have been built.

Anyways, happy trails.
 

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singletrack said:
Well, sure. But that's what happens why you buy lightwieght stuff.
2 months on a part and I'm happy! 2 years.... well, nothing has ever lasted that long on my bike....... lightweight or burly/strong, it's about use! On my new Blur last year, I rode it 2600 miles..... (would have been many more miles had it not spent 1/4 of the season either at SC or in transit!) destroyed the pivots, broke the front triangle, wore out a new set of XT cranks, a couple of cassettes, many chains, brakes/parts, tires, headset, fork (!) and so on.....
 

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This isn't a solution but you might consider buying the crash replacement cranks then selling them on eBay for a profit. Like I said its not a solution but it could probably help to defray some cost of buying a new crankset.

I used to own a 180mm stylo SS but only ran it for a few months before I sold the whole bike. I had one of their ISIS bottom brackets break on me and they got me a new one out in about 2 weeks. They were extremely nice. It even turned out to be my problem, I hadn't torqued down the crankarm bolts tight enough. Anyway, the point is that they were great then but that was years ago, so I can't speak to their reputation now...
 
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