I have purchased 2 Klein bikes, and have had 7 frames replaced, and it was a mega stress each time:
Yeah, warranty replacement stuff can be full of pitfalls and stress. When my Fisher frame cracked, I hauled it in to the LBS from where I purchased it. They gave me a little grief because I tore it down already, which either (a) technically voids a warranty or (b) eats into their profit since now they can't charge me for labor to tear down then rebuild the bike.
Turns out that there the broken frame sat, boxed up and awaiting a call tag to be sent from Trek in Wisconsin. Shoot, when I found that out I was pretty upset and told them I'd come down and pay for the damn shipping myself -- but then the shipper brought the prepaid tag by and took it on its way.
Once the frame got to Trek the process took another month. After hearing nothing, I got a 4-1-1 directory listing for Trek in Waterloo, started making calls and finally spoke to someone who shouldn't have been talking to me, but filled me in on frame status and actually gave me a color choice in the warranty frame (!!!) since they had to paint the rear triangle (part of the delay -- understandable and actually kinda cool).
When the frame finally got back to me 7 weeks later, things were a mess. On my new 3 model year younger replacement frame:
* Fisher changed to new geometry, so I needed a shorter stem.
* Seat post diameter increased.
* Seat post collar diameter changed.
* Shock stroke and length changed, but then changed back, but now the spacers were different.
* Front derailleur clamp style & diameter increased.
I also neglected to knock out my headset cups from the broken frame, so a new headset was in order.
Other than the initial two week shipping delay, none of this was really anyone's fault nor unavoidable -- the reality was, my frame was warrantied, but not all the components stapled to it.
Just sucked that after nearly two months with no wheels, I had to go on a small parts buying binge to get everything into working order.
The moral is broken frames are inevitable, the whole situation sucks (especially with no backup ride), and a responsive company like IH certainly helps make a bad situation better.