Skip to main content

How do I submit a warranty claim for SRAM, RockShox, and Zipp products?

Comments

16 comments

  • Neal Zorge

    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.

    0
  • Alex M

    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

    0
  • David Alledal

    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



    0
  • SRAM Zendesk Admin

    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

    0
  • Pete Johnson

    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!

    0
  • Alex M

    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

    0
  • David Coles

    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. 

    0
  • Alex M

    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

    0
  • 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 blocco la forcella continua ad avere un affondamento di un centimetro circa. E' normale?

    Grazie 

    Massimiliano   

    0
  • 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   

    0
  • Malthe Jacobsen

    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

    0
  • Alex M

    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

    0
  • Ricardo Cerdenia

    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?

    0
  • Jean-François Marticotte

    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

    0
  • Alex M

    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

    0
  • Alex M

    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

    0

Please sign in to leave a comment.