I just installed the above mentioned crank and after only a 10 mile ride at Beatty (yeah not even that hard), the drive side pedal hole is stripped in the crank 85% of the depth?  (which is about exactly how far the pedal goes.)

Anyone ever have this issue with Shimano and how helpful are they with warranty replacement?

Can any local shops replace under warranty (even though I purchased mail order)

Its a 175mm 24x32x42

If there is not a LBS that is willing to take another stores product back and loose inventory of their own until Shimano decides to refund / replace.  Can you not just contact the dealer where you bought it?  I do not sell bike parts on my website, but we take back  (returns / defects / etc) and ship right back to you.  If it is a defect we cover shippting too, so you would be out no more money.

INTENSEcretAgent wrote on 02/11/14 at 3:50am:

As a small business owner, but not in the bicycle business, I'll say what I'm sure is on the mind of all the LBS owners locally that see this.

They don't get paid by Shimano or SRAM or anyone else to support those products. They get "paid" when you buy stuff from them, and then they're more than happy to support you if and when you have a problem. When you shop on-line to get the lowest price, you inherently are accepting the idea that support is going to be different than if you go to Ultimate, Mojo, or anywhere else. If these shops DO help you out, despite you not buying there, well good for them. But you shouldn't expect that, let alone expecting them to roll out a red carpet.

The other thing they'd likely say, but not wanting to offend, will likely remain silent, is that a properly installed Shimano XTR crank will very rarely have a "manufacturing defect". The most likely cause of a stripped crank is improper installation. So a LBS is then in the awkward position of defending a non-customer to Shimano when it's a part they didn't sell AND didn't install. I'm not surprised at the reception you got.

I'm sorry you're having the problems, and especially that you'll be off your bike awhile. But ranting against a LBS is just not right. I'd post up on the marketplace and see if someone has a used crank-set for cheap that you can sub in for whatever time your XTR is out of commission. Heck, if I had one, I'd gladly lend it to you until you got this squared away. But lay off the LBS - support is a 2-way street.

HockeyMark wrote on 02/11/14 at 12:21pm:

+2

+4 here really.  

I hear what you are saying and agree to an extent.  hockeymark, you are jumping against me here a little and not taking me for exactly what I typed and was saying / asking.  I expected nothing other than Shimano's instruction, but was "hoping" for an opportunity.  (but definitely did not expect anything nor rant against someone for such a lofty "hope".)

There are also a few flaws in your statement.  Particularly, not everything is about "getting paid".  That part of whats wrong with this world. (soapbox)  Everything should not be about "getting paid" or your a pretty self driven person / business.  Sales root and come from reputation and good customer service.  Ultimate has always given me that and is why I ended up at them.  I should have gone to them in the first place.  I have used them since I have lived here back to the days of Gramps being there.

In my original post, I did state to "hopefully" step up.  To the ultimate extent we are a community of bikers here.  I expected nothing but what Shimano themselves promised.  (but i was "hoping" for more from a LBS.)    

LBSs are an extension of Shimano support even being in their network such as kawasakimx6 reflected.  I do support LBSs and other local companies for that matter.  Mainly for the service and thats why I ended at one, rather than sending directly to Shimano.  (again, as directed by Shimano)

To yellowducks comment thats a risk im willing to accept, and is why companies have warranties that are supported by all retailers.  (has nothing to do with their inventory or sales.) It had to do with customer support and SERVICE which is what LBS should excell at.  (additionally for the most part small LBSs dont usually stock high dollar items like this, so MO is also faster.)  It is no different than if I bought a bike from a LBS in Florida, moved to NC and would ask a LBS for support of an in warranty item.  Just because this is MO doesn't exclude it from the biking culture and should have been treated with an appropriate level of customer service for any small business.

My intentions here were humble, but did not expect to be treated as a lepper <sp> from Mojo Cycles nor within our biking community.

Re: Installed properly?  That's insulting.  (maybe you don't know how to install a pedal, but I think my 4yr old daughter could figure that out.)   I have been building bikes from scratch for 20+ years...  I think I got it right and the overall condition of the crank reflects that.

Bottom line I think it does belong in the gear section, because I too am flabergasted on how this could have occurred since properly installed.  I was more looking to see if Shimano may have had a bad batch of threads somewhere down the line or something.

Thanks though for "wishing me well to get back riding"...  Ill take that as a positive. 

(sorry, please reread this post in full, I had a bunch of edits on this clarifying my points) ;]

INTENSEcretAgent wrote on 02/11/14 at 5:23pm:


Certainly did not mean to insult. Like you, I've been working on bikes for years. But in that time, I've made my share of mistakes. It happens. Again, the most likely (but not the only) cause of stripped threads is improper installation. Unless it came new-in-box to you, shrink-wrap in tact, it's also possible that a less-than-upstanding web retailer sold you a (damaged) take-off part and you got stuck with it. That happens too.

My whole point wasn't about the crank, the installation, or the failure of the part. It was to get you to lighten up on the LBS. I'm glad Ultimate stepped up. And it's too bad about your (or your wife's) experience elsewhere. 

In my business, I'll help whoever calls - goodwill goes a long way. But I will absolutely bend over backwards for a regular customer. The guy that shops on-line for cheapest parts, but then wants to eat up my time? Not so much, but I will help out to a point. You don't sound like the "eat up my time" sort. And you were only put in this situation because of the "dealer model", where manufacturers want support going back through the folks that sell to you - specifically to ensure the ability of the LBS to survive. Were it me, I'd have said "let's have a look" - and checked out what Shimano was willing to do about it before handing out a part from inventory.

Again, no offense intended - and glad you'll be up and riding soon (or whenever the spring thaw arrives!). Ride on!

I've never heard of something like that happening before.  Seems like you would have to really torque on the pedal all the way in to strip it like that.  It almost sounds like a problem with the metal in the arm being too soft or something.

Glad you got it sorted.

I don't use a torque wrench to install pedals but that's just me.  More than likely, you're just making them a pain in the ass to get off later.  As long as they are good and snug, they won't come off while riding.  The reverse threads ensure this.