WARRANTY PROCESS
If you are the original owner and the product was purchased within the last two years, follow the steps below to submit your product for warranty evaluation.
- Step 1: Take the receipt and your SRAM product to your original point of purchase.
- If your point of purchase is not available, please contact another dealer for assistance.
- Step 2: The dealer will perform a basic evaluation of the product.
- Some issues that appear to be under warranty may require routine service or repair. For service and troubleshooting help, see our support resources here.
- Step 3: The dealer will contact our nearest Service Center, where trained technicians will provide prompt troubleshooting and regional warranty assistance.
- In most cases, the product will be sent to the nearest Service Center for evaluation or service.
- Step 4: The SRAM Service Center will notify your dealer about the approval or denial of the warranty claim.
- If you have questions about the evaluation process, your dealer can contact the Service Center for your warranty claim’s status. Our Service Centers strive to handle all claims as quickly as possible.
Please note that the warranty process may vary slightly by region.
More information is available on the SRAM warranty page.
If you're still not finding the information you need, leave a comment below, and we'll get back to you.
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Comments
29 comments
Hi, I recently bought a new bike with all SRAM Red eTap AXS components from my local Specialized dealer. Right from the start my right hood assembly (and / or shifter, brake lever) rattles. I'm coming from a very used bike which had Shimano Di2 so I'm not overly sensitive about a minor sound here or there but my right hood is bad. Even with my hand resting on the hood the right side is noticeably louder than the left especially over rougher asphalt or high speeds. My bike shop contacted their SRAM rep but they didn't offer much help and didn't offer a warranty replacement. I heard SRAM is moving away from reps so now I'm trying to go direct for some customer service. By the way, after asking around I've heard that hood rattling happens sometimes with SRAM and it's just hit and miss but I'm not happy with the level of noise coming specifically from the right side on a bike I just spent almost $15k on. I have receipts, serial numbers or whatever you need upon request. Please help! Thank you.
Hey Neal,
Thanks for reaching out, and welcome to the AXS family! I am sorry that our meeting is not under better circumstances, but I think we can get this sorted for you.
A rattly lever like you're describing, especially if it's more apparent in one, is definitely something that a SRAM Technical Support team can evaluate for you. The evaluation process is straightforward but will need to be facilitated between your local authorized SRAM dealer (original point of purchase) and SRAM.
Please visit your dealer to describe the symptom and request an evaluation. The shop will work with a regional SRAM Service Center to troubleshoot the issue and initiate a warranty claim if needed.
Alex
SRAM Rider Support
Hi!
I have a Cervelo S3 from 2011 and I decided to do a full SRAM Red eTap AXS 1x12 groupset update (Aero powermeter 48t and a 10-33 cassette). I've been doing 1500km so far and sadly, I'm not happy with this group at all. It's been really noisy since the first stroke and I have followed every single piece of advice and even had 4 different authorized mechanists looking at the problem. No one can solve it. It's needless to say that this is not what I expected from a €3000 groupset. And if I google this problem it seems people have a lot of issues with noise on the AXS groupsets.
Due to the current stock situation, I had to use different etailers to find all parts. I think I bought parts from 4 or 5 different dealers to find the cassette, chain, brakes, hub, cranks, and chainring. So my question is, how the hell do I solve this?
Sincerely,
David
Hello David,
Thank you for reaching out! I am very sorry to hear about your experience so far and am happy to help you through this.
We have a few resources related to noisy drivetrains, but they pertain more to our Force level than RED. However, they may still prove helpful, so I have provided the links below. I have also sent a direct message to discuss this in greater detail.
Troubleshooting Force eTap AXS noise
AXS Setup Tips
Alex
SRAM Rider Support
I bought SRAM Red eTap as my SRAM Force was faulty and no dealer would repair. Now the Red is faulty with moisture constantly getting into the left hood battery and dangerous short circuits send the chain to the smallest gear when out the saddle. I bought it in the UK a few months ago and now I'm in Thailand, funnily enough ALL the Thailand dealers will not accept to assist with the warranty!! I am getting extremely disappointed in SRAM quality and customer support!
Hello Pete,
Thanks for taking the time to share your experience. I am very sorry to hear of your issues and will do my best to assist. Given that you are now located in Thailand, it's not entirely surprising that you're encountering a little resistance. The general provisions of our warranty policy state:
Claims under this warranty must be made through the retailer where the bicycle or the SRAM product was purchased or a SRAM authorized service location. Original proof of purchase is required. All SRAM warranty claims will be evaluated by a SRAM authorized service location whereupon acceptance of the claim the product will be repaired, replaced, or refunded at SRAM's discretion.
With this in mind, we should still be able to sort this out, but it will require some coordinated communication. I have created a support ticket from your comment and will reach out there to discuss further.
Alex
SRAM Rider Support
I am looking for information on my rear RockShox. It is mounted on my Rocky Mountain ETX-30, 2005 mountain bike, with the ID #, 52R20683. This SID shock has two air chambers in the air canister and is leaking all the air out of the negative chamber. Is there a seal or repair kit for this model shock? I have checked the schrader valve and it is not leaking. The air comes completely out within seconds of pumping. Is there a manual on how to service? Dealers don't seem to be able to help with this "vintage" of bike. I realize this is not a warranty issue but am trying ti find some answers to my questions.
Hey David,
Thanks for your comment! To best answer your question, I have created a support ticket for your request. Expect a response from our team shortly!
Alex
SRAM Rider Support
Buongiorno, ho acquistato a febbraio una mtb nuova con forcella ID SL SELECT 29", CHARGER RL, SOLO AIR 100MM con seriale n. 38T00655637. Quando blocco la forcella continua ad avere un affondamento di un centimetro circa. E' normale?
Grazie
Massimiliano
Buongiorno, ho acquistato a febbraio una mtb nuova con forcella ID SL SELECT 29", CHARGER RL, SOLO AIR 100MM con seriale n. 38T00655637. Quando la blocco forcella continua ad un affondamento di un centimetro circa. E' normale?
grazie
Massimiliano
Hi SRAM,
I bought a new complete bike build fitted with a Sram Force groupset from a direct-to-consumer brand online, which I received 2 weeks ago. However, two days ago, the front derailleur stopped working/connecting with the shifters. I took the bike to my local bike store who ran all the troubleshooting proposed by SRAM but to no avail. Hence, I'm now stuck on the large chainring...
The bike store argues this is clearly a warranty case and that they have never experienced this and that I should reach out to the bike manufacturer (where I bought the full bike), who in turn told me to reach out to you. Thus, here I am.
Please create a support ticket as required.
Thanks,
Malthe
Hello Massimiliano and Malthe,
So sorry for not seeing your comments! I have created support tickets for each of you. Expect to hear from our team shortly!
Alex
SRAM Rider Support
I just purchased a RockShox Monarch RL from Amazon which arrived today Sept 18. I am from the Philippines. Will SRAM/RockShox honor the warranty?
Hi, I just bought a new argon 18 dark matter which has force 1 on it. I'm quite used to having sram shifters which I've had for the last 8 years on my bikes. When ajusting the shift paddle, out of the 4 positions it can be in, only the two closest ones really work, the two farthest ones seem to get caught when I use the brake lever and don't extend all the way.
The shift paddle's paint also has worn away from rubbing against the brake lever after just one 40km ride.
Is there something I could try, or do you think the brake assembly might have to be replaced?
Thanks
Hello Ricardo,
Thank you for your comment! The SRAM warranty policy (which includes RockShox products) applies to the original owner for two (2) years from the date of purchase.
Typically, the warranty evaluation process is facilitated through your original point of purchase. In the event of an Amazon purchase (where the original point of sale may not be accessible), please visit a local bicycle dealer with your original proof of purchase. They would be able to work with the local SRAM Tech Center in your region to support evaluation to determine warranty eligibility. Full SRAM Warranty Policy
Alex
SRAM Rider Support
Hello Jean-François Marticotte,
Thank you for your comment, and congratulations on your new bike! I am sorry to hear that you are having issues, but I am happy to assist.
Based on your picture, the issue may be related to the setup of the lever, so we should verify that it is correct before doing anything else.
The process for adjusting shift paddle and brake lever reach is found on page 15 of the below, which outlines adjusting the shift paddle first to ensure that the brake lever does not interfere.
HRD shift-brake lever/caliper User Manual
I have created a support ticket from your comment if you need further assistance.
Alex
SRAM Rider Support
Mijn crankstel xx1 is stuk.En is pas 1.5 jaar oud
Dealer van fiets heeft reeds mailtje of 4 gestuurd en wacht al bijna 2,5week op antwoord.
Sram zou binnen 24/48 uur iets laten weten afhankelijk van regio staat op site.
Vorige week zelf ook nog maar mailtje gestuurd wat status is.
Ben ook nog aan het wachten op antwoord.
Graag zou ik dus willen weten waarom sram niet reageert.
Gr,Lambert
Hello SRAM Support,
I have a SRAM Red eTap 11-Speed groupset on my TT bike. One of the ports on my blip-box has failed, leaving me with only 3 shift buttons. I know it's a blip-box failure, as I've tried plugging in different clicks/blips into my blip-box, and it's always the same port that fails. I have tried getting a new one from my local dealers and distributor, but nobody has these anymore. Is it possible to use a new AXS blip-box with my older 11-speed system? If not, what other solution is there?
Thank you,
Luis
Hello Luis,
I am sorry to hear of your BlipBox issues. An AXS BlipBox is not compatible with any 11-speed eTap components.
I have created a ticket from your comment to discuss your situation further and to explore possible solutions.
Alex
SRAM Rider Support
Hi Support,
Hey there,
Since I can't seem to find an email address for customer support, I'll just submit this here and hope someone reads it. Two months ago, I had a crash. Along with a a TBI, grade 5 shoulder separation, and a boxer's fracture, I broke the lowers on my Recon RL at the bridge. My fork snapped in half, vertically, at the point where the lowers' individual chambers join together over the wheel. I took it to my place of purchase and they told me they would submit a warranty claim and that they had "never seen a fork break like that".I figured that being such a unique claim, my warranty would be upheld. Sadly, they informed me that SRAM's warranty was 2 years and I had exceeded that, having purchased the fork in 2017. I'd like to appeal to someone here at SRAM and ask that you take a closer look at my claim. Thanks for your time.
Hello Niall and Stephen,
Thanks for reaching out through our support FAQ. Both your issues are pretty detailed, so I have created support tickets for each of you to address your needs better.
Expect to hear from our team shortly!
Alex
SRAM Rider Support
Ciao Massimiliano e Malthe,
Mi dispiace quindi non aver visto i tuoi commenti! Ho creato dei ticket di supporto per ognuno di voi. Aspettatevi notizie dal nostro team a breve!
NON SONO STATO ANCORA CONTATTATO!!!!!
Hello Massimiliano,
I am very sorry that you did not receive a response from our team. The conversation history associated with support ticket 119794 (created from your original comment) shows you were sent a message on September 16th.
I am not sure why you did not receive a message, but I have created and responded to support ticket 120977 from your latest comment. Please search your inbox for this ticket number to locate the message. If you cannot find the message, please alert me here.
Alex
SRAM Rider Support
Hi there,
I’ve had SRAM Force eTap on my Emonda for about 10 months now with flawless performance. A week ago, the right shifter CR2032 battery died suddenly. I replaced it and since replacing it that first time I’ve had to replace it every 48 hours. The right shifter is suddenly just chewing thru batteries. The firmware is up to date, everything else is charged and up to date (Wahoo headunit, Garmin rear radar)….
Hey Steven,
I am sorry to hear that you're having battery life issues, and I am here to help!
Anytime a CR2032 powered controller dies prematurely (especially in the time frame you're describing), it's a great idea to get a voltage reading on the battery. If the battery is not dead, it points to battery contact issues (which can be corrected) or an internal problem that requires evaluation and replacement of the controller.
If you do not have a voltmeter, you can remove and reinstall the "dead" battery. If the issue is with the battery contacts or some other point internally, it'll probably wake up and work for a little while.
I have created a ticket from your comment and will provide further instruction there.
Alex
SRAM Rider Support
Hi
I bought a bike from one of your resellers Bike-Discount.de a few months ago. The bike comes with a Rockshox Lyrik Select fork.
From the day I opened the box the Lyrik fork did not have the regular sag gradients that all Rockshox forks do, moreover when I checked the serial number of the fork in the Trailhead app, the serial number was not recognized.
As you understand this greatly concerns me, and without a doubt has a significant effect on the value of the fork and the bike, as all Rockshox Lyrik forks are supposed to have a valid serial number and a sag indicator.
When I reached to your reseller, they tried to convince me that all is normal, and that it is SRAMs fault.
Because of their reply and their refusal to find a solution I have decided to first reach you, and then go to the related authorities, to ask from Bike-Discount and SRAM for a refund.
I am attaching all the related photos and I will be happy to send you all the documents you need.
Thank you
Hello Demhatzis,
Thanks for reaching out and sharing your experience. I checked in with your conversation history, and it appears that you already have a support ticket with Dean, one of our RockShox Support Specialists. He'll be best suited to handle your interaction, so I will let you continue that conversation with him.
Alex
SRAM Rider Support
Hi, I have an X01 RD and ED-RED-D1 shifters. Every so often, the left shifter freezes and will not communicate with the RD. The green LED on the paddle remains lit, (see photo). The only way to clear this is to remove and replace the shifter battery then it works again for a few days, sometimes weeks. Is there a fix for this? Alternatively can I install multi clicks and program the right shifter to shift up from the paddle and down from the multiclic. This would at least allow me to continue with the ride until it is convenient to reset the left shifter.
thanks mike
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