A link to this page was sent to the co-founders in July of 2018...AND...NO RESPONSE. (still nothing as of December 2018) There are plenty of other bike brands out there who will stand by their products.
Some contact info if you'd like to try to have anything addressed (good luck):
Mr. Phil White Co-Founder and Chief Executive Officer / Gerard Vroomen Co-Founder
Cervelo HQ: 42 Industrial Street, Suite 222, Toronto, ON M4G 1Y9 Canada
Tammy O'Brien: [email protected] Customer Service Manager Toll Free: 1-866-Cervelo Phone: 416-425-9517 x340
Owen Gerrard: [email protected] Customer Service Technical Support Toll Free: 1-866-Cervelo Phone: 416-425-9517
I've had a Cervélo S3 for just under 4 years and it has functioned properly for less than one of those years. The seller/dealer was awful, Cervélo had no communication of known issues with the second dealer to resolve a crank problem, and now a piece of the fork has inexplicably broken off--as I was carefully replacing the wheel after fixing a slow leak (on a cushy rug).
The bike has been nothing but coddled. It has never been on a roof rack, never been stacked with anything, never touched a rough surface, never been in an accident. The only people who have ever replaced a wheel are me (always gently) and Cervélo dealers. This is the most expensive bike I've ever owned, by far, and the most problematic bike I've ever owned, by far. In fact, it's the only one I've had any significant problem with, let alone multiple problems, hassles, and time-sucking scenarios.
INCLUDED HERE:
1. "PACIFIC SBR TERRIBLE EXPERIENCE" doc (for starters, the seller/dealer had no knowledge of the bike...)
2. Audio of crank noise of 3.5 years, which could have been resolved early and quickly if Cervélo alerted its dealers to known issues as they are discovered, or if the Cervélo dealer, after a customer came in repeatedly, repeatedly, repeatedly with an unresolved problem, contacted Cervélo to see if there were a known issue. Neither happened.
3. Photos of the broken fork (rejected claim RMA 20180613D768). That a piece of the frame should inexplicably break off and Cervélo tell me that this isn't "consistent with a defect in the manufacturing process" and therefore not covered under their warranty is ridiculous and unacceptable (if it were consistent, it would be a recall situation; if it's a fluke, of course it's inconsistent--by definition).
I appreciate that there are people who will abuse warranties and that a company must weed out dishonest claims. But it's infuriating to submit an honest one and be denied, especially having already had ongoing difficulties with the product and company. This bike has experienced zero "improper assembly, improper maintenance, installation of parts or accessories not originally intended for use with or compatible with the frame or bicycle sold; accident, misuse, abuse or neglect; nor any modification of the frame or its components" (per the warranty).
4. "Cervélo ISSUES THREAD" doc (communication with customer service since purchase)
This bike was an major purchase and should have been a joy. Instead, it's been a source of unending aggravation and missed opportunities to ride. I'm unhappy and angry. I hope you find this experience as unacceptable as I do. At the very least, I would like Cervélo to honor its warranty and replace the fork.
Some contact info if you'd like to try to have anything addressed (good luck):
Mr. Phil White Co-Founder and Chief Executive Officer / Gerard Vroomen Co-Founder
Cervelo HQ: 42 Industrial Street, Suite 222, Toronto, ON M4G 1Y9 Canada
Tammy O'Brien: [email protected] Customer Service Manager Toll Free: 1-866-Cervelo Phone: 416-425-9517 x340
Owen Gerrard: [email protected] Customer Service Technical Support Toll Free: 1-866-Cervelo Phone: 416-425-9517
I've had a Cervélo S3 for just under 4 years and it has functioned properly for less than one of those years. The seller/dealer was awful, Cervélo had no communication of known issues with the second dealer to resolve a crank problem, and now a piece of the fork has inexplicably broken off--as I was carefully replacing the wheel after fixing a slow leak (on a cushy rug).
The bike has been nothing but coddled. It has never been on a roof rack, never been stacked with anything, never touched a rough surface, never been in an accident. The only people who have ever replaced a wheel are me (always gently) and Cervélo dealers. This is the most expensive bike I've ever owned, by far, and the most problematic bike I've ever owned, by far. In fact, it's the only one I've had any significant problem with, let alone multiple problems, hassles, and time-sucking scenarios.
INCLUDED HERE:
1. "PACIFIC SBR TERRIBLE EXPERIENCE" doc (for starters, the seller/dealer had no knowledge of the bike...)
2. Audio of crank noise of 3.5 years, which could have been resolved early and quickly if Cervélo alerted its dealers to known issues as they are discovered, or if the Cervélo dealer, after a customer came in repeatedly, repeatedly, repeatedly with an unresolved problem, contacted Cervélo to see if there were a known issue. Neither happened.
3. Photos of the broken fork (rejected claim RMA 20180613D768). That a piece of the frame should inexplicably break off and Cervélo tell me that this isn't "consistent with a defect in the manufacturing process" and therefore not covered under their warranty is ridiculous and unacceptable (if it were consistent, it would be a recall situation; if it's a fluke, of course it's inconsistent--by definition).
I appreciate that there are people who will abuse warranties and that a company must weed out dishonest claims. But it's infuriating to submit an honest one and be denied, especially having already had ongoing difficulties with the product and company. This bike has experienced zero "improper assembly, improper maintenance, installation of parts or accessories not originally intended for use with or compatible with the frame or bicycle sold; accident, misuse, abuse or neglect; nor any modification of the frame or its components" (per the warranty).
4. "Cervélo ISSUES THREAD" doc (communication with customer service since purchase)
This bike was an major purchase and should have been a joy. Instead, it's been a source of unending aggravation and missed opportunities to ride. I'm unhappy and angry. I hope you find this experience as unacceptable as I do. At the very least, I would like Cervélo to honor its warranty and replace the fork.
1. Cervélo dealer Pacific SBR in Stamford, CT : Horrendous.
(below or download same pdf at right) |
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2. A recording of the crank noise that went unresolved between June 2014 purchase and 2017 October fix, in spite of my returning again and again and again to Cervélo dealers for help. |
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3. Pics of the piece of fork that fell off while changing a slow leak--on a rug.
Note that even the paint on the other ends is unmarred.
4. Communication with Cervélo regarding issues experienced since purchase (below or download pdf at right).
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Cervelo customer service Cervelo broken fork Cervelo S3 crank