huck*this
03-16-2017, 10:42 AM
OK so after getting the bike all built up in under 100mi the KMC chain snaps at the master link. Sheering off the entire pin and also sheering off the derailleur in half. Brand new 2016 Campagnolo Chorus rear derailleur.
KMC owns up that it was a fault in manufacturing of the master link and will replace the chain but the rear derailleur is on me.
What are your thoughts on this? Is KMC in the right? Should I fight it? I believe they should also replace the parts that leaded up to the failed chain.
Below is the correspondence between LBS and KMC. Start at the bottom and read to the top. I removed the LBS name and LBS mechanic name as they are not at fault.
-----Original Message-----
From: "KMA-Info" <info@kmcchain.us>
Sent: Monday, March 13, 2017 1:59pm
To: *****
Subject: RE: New submission from We'll Be In Touch Shortly
Hi LBS MECH,
Unfortunately our warranty process only covers the chain itself. There is nothing we are able to do about the other parts on the bike.
Thank you,
KMC Team
From: *****
Sent: Monday, March 13, 2017 10:55 AM
To: KMA-Info <info@kmcchain.us>
Subject: RE: New submission from We'll Be In Touch Shortly
I am still waiting on an answer on what to do about the parts your chain destroyed.
****
-----Original Message-----
From: "KMA-Info" <info@kmcchain.us>
Sent: Friday, March 10, 2017 2:42pm
To:****
Subject: RE: New submission from We'll Be In Touch Shortly
Hi LBS MECH,
We are sorry to hear that your customer’s KMC chain failed on them. Please fill out and return the attached warranty form. Once we have the form you will receive a prepaid UPS label emailed to you from UPS to print out and use to ship the broken chain back to us. Once we have the chain we will ship you out a brand new replacement chain free of charge.
Thank you,
KMC Team
From: KMC Chain US [mailto:info@kmcchain.us]
Sent: Friday, March 10, 2017 9:25 AM
To: KMA-Info <info@kmcchain.us>
Subject: New submission from We'll Be In Touch Shortly
My name is LBS MECH and I am the service manager at LBS. Recently, we installed an X11 chain with supplied master link and it failed within 100 miles. The pin pulled out of the master link entirely, then the chain failed. We have sold and installed hundreds of KMC master links in the past (100 last year alone) and have had no issues with them. We make sure to set the links with a tool and every bike gets test ridden after service is completed.
This particular master link failure ended up snapping a brand new Campagnolo Chorus 11s rear derailleur in the process. Looking closely at the master link, you can see that the link was installed properly and the link is still connected to the chain on half.
I don't know exactly what your warranty is, but this seems to be a pretty obvious master link failure with all matching parts properly installed. I am still in possession of the chain and would gladly send you any photos you may need to aid in the process.
Thanks,
LBS MECH
KMC owns up that it was a fault in manufacturing of the master link and will replace the chain but the rear derailleur is on me.
What are your thoughts on this? Is KMC in the right? Should I fight it? I believe they should also replace the parts that leaded up to the failed chain.
Below is the correspondence between LBS and KMC. Start at the bottom and read to the top. I removed the LBS name and LBS mechanic name as they are not at fault.
-----Original Message-----
From: "KMA-Info" <info@kmcchain.us>
Sent: Monday, March 13, 2017 1:59pm
To: *****
Subject: RE: New submission from We'll Be In Touch Shortly
Hi LBS MECH,
Unfortunately our warranty process only covers the chain itself. There is nothing we are able to do about the other parts on the bike.
Thank you,
KMC Team
From: *****
Sent: Monday, March 13, 2017 10:55 AM
To: KMA-Info <info@kmcchain.us>
Subject: RE: New submission from We'll Be In Touch Shortly
I am still waiting on an answer on what to do about the parts your chain destroyed.
****
-----Original Message-----
From: "KMA-Info" <info@kmcchain.us>
Sent: Friday, March 10, 2017 2:42pm
To:****
Subject: RE: New submission from We'll Be In Touch Shortly
Hi LBS MECH,
We are sorry to hear that your customer’s KMC chain failed on them. Please fill out and return the attached warranty form. Once we have the form you will receive a prepaid UPS label emailed to you from UPS to print out and use to ship the broken chain back to us. Once we have the chain we will ship you out a brand new replacement chain free of charge.
Thank you,
KMC Team
From: KMC Chain US [mailto:info@kmcchain.us]
Sent: Friday, March 10, 2017 9:25 AM
To: KMA-Info <info@kmcchain.us>
Subject: New submission from We'll Be In Touch Shortly
My name is LBS MECH and I am the service manager at LBS. Recently, we installed an X11 chain with supplied master link and it failed within 100 miles. The pin pulled out of the master link entirely, then the chain failed. We have sold and installed hundreds of KMC master links in the past (100 last year alone) and have had no issues with them. We make sure to set the links with a tool and every bike gets test ridden after service is completed.
This particular master link failure ended up snapping a brand new Campagnolo Chorus 11s rear derailleur in the process. Looking closely at the master link, you can see that the link was installed properly and the link is still connected to the chain on half.
I don't know exactly what your warranty is, but this seems to be a pretty obvious master link failure with all matching parts properly installed. I am still in possession of the chain and would gladly send you any photos you may need to aid in the process.
Thanks,
LBS MECH