I purchased recently an R3-SL frameset and after a couple of rides if cracked by the bottom bracket.  I took it to the dealer and we took pictures and the pictures where forwarded to Cervelo.

This was last Friday.  I left town over the weekend and had the bike stripped down to just the frame again.  I am awaiting for Cervelo to get back to the dealer with the RA number so that we can send back my frame and get it warrantied.

I cant afford to keep waiting as I purchased the frameset with the intention of riding Six Gap this year with that bike.  Six Gap is September 28, which is fast approaching.  I am estimating by the time I ship the bike out to Canada and they do their process and ship me another frame and it gets to Miami it could take up to 3 weeks overall... If thats the case I wont have any time to get the bike built, get a proper fitting and ride the bike much before 100 miles of pain!

I was wondering if there is something I can do as my dealer is awaiting the response from Cervelo to give him the RA number for my frame.  I dont understand what the problem is because the frame was purchased about 3 weeks ago and built about a week ago.

I just called the dealer and they are waiting for Cervelo to reply to them.  I dont want to call Cervelo myself and tell them what is going on with the delay, however I do need my problem resolved ASAP!

Freddy

Call Cervelo directly. There support is awesome. Right now you don't know if the LBS is the problem or Cervelo. Go to the horses mouth and I'm sure they will handle it pronto!

I agree with the above statement. do not wait for your LBS. they are usually too busy to dedicate more than 10 minutes on the phone trying to get an answer. call Cervelo CS and they will give you an answer immediately. send Cervelo the pictures so they have an idea of what you are talking about. once they see what the issue is, i am sure they will issue the RMA. after that, push your LBS to give you a replacement frame from their inventory, if they have it. i've done this with my fork and i 've learned that if you do not demand a solution from your LBS, you will get the run around. it is your money and i am sure you paid a pretty penny for this bike. ask for service and support from your LBS. Cervelo CS will take care of you for sure.

Thanks for the comments so far.  I totally agree with the Cervelo customer service rules, however I dont want to be stepping on the toes of the LBS... I am going to wait till tomorrow to get an answer from the dealer.  If the LBS tells me they are still waiting for Cervelo to give them a response then I will call Cervelo myself and get the problem taken care of.

Freddy

Tough one...when I had an issue with the fork on my RS I took it to the LBS AND called Cervelo to get their input.  Cervelo had no problem with me calling, but when I advised my LBS of what Cervelo says, they asked me to not contact Cervelo directly regarding this issue or any future issues and assured me they would take care of me, but it would take time.  This irritated me a bit, but I guess the LBS sees it as making them look bad if customers go to Cervelo directly.  If I was in your position and needed the bike, i would explain it to the LBS and if they don't give you the feedback you need, call Cervelo and explain the situation.  I don't understand why you can't just send the frame back to Cervelo directly...why do we have to go thru the LBS.  BTW, it took almost THREE weeks for me just to get a replacement fork.....but that was during the Tour De France which may have slowed things down a bit.

 You can contact customer services here;

 http://www.cervelo.com/content.aspx?m=ContactUs&i=ContactUs#4

Fast Freddy:

I totally agree with the Cervelo customer service rules, however I dont want to be stepping on the toes of the LBS.

 

Quite frankly, from some of the LBS BS horror stories posted on this forum, I'd say don't worry about stepping on toes ... I'd be stomping on heads if I dropped over $5000 on a bike and the LBS was dragging its feet over a manufacturer warranty issue.