I have recently had a SRAM Force rear shifter fail. The shift lever snapped off at the pivot point. I am interested in finding out if this is a frequent thing or if it was a quirk. There is no way for a customer to contact SRAM via the web as they do not publish any e-mail addresses for the general public at all. How do they get feedback from their customers if they don’t allow anything other than a long distance phone call? Or is that the point?
Over the phone, Michael Zellmann said the following, which I have paraphrased: We generally try to empower our dealers, and we encourage consumers to go through dealers. We service our dealers rapidly and take their parts and service requests and questions seriously.
It is possible to find a contact number for SRAM on our Web site, and consumers can call us if they have no dealer nearby. In the specific case of this broken lever, we did have a handful come in broken out of the thousands that went out. We have made a running change to strengthen the lever body.
And in writing, Zellmann said: It is extremely challenging to support consumer phone calls directly. All U.S.-based consumers should hopefully have access to any local bike shop as we typically try to empower our dealers and utilize them as our primary point of contact. We have a complete warranty program, and we offer a repair service for all of our road product, which is available from any U.S.-based independent bicycle dealer. SRAM has a two-year warranty on manufacturer’s defect on all the products it makes.
SRAM’s philosophy is that the equipment it makes benefit from technical sales and support and the specialty bike retailer is the best source to provide this service. We’ve earned an excellent reputation with the level of service and warranty support we provide to this critical cog in the industry, in turn supporting our products with the end consumer.
SRAM U.S. Road PR & Media Manager