Shimano Customer Service Issues

Hello, I recently purchased a Shimano TL-CN42 Bicycle Chain Checker but was disappointed to find out that it does not provide the wear measurement information like other chain tools do. I have multiple bikes with 7spd or 9spd chains and usually replace them at 0.75 wear, but this tool doesn't offer that detail. It's frustrating to have spent $40 USD on a tool that doesn't meet my needs. I have always trusted Shimano for my fishing and biking gear, but this experience has left me disappointed. Thank you, Paul.

Hi there, I bought a [redacted] Merida One-Forty [redacted] Mountain Bike in May [redacted] from Cycleform in Clydebank. It's equipped with Shimano Deore XT Hydraulic Disc brakes. These brakes have been great but recently started seizing. I had to replace the front brake two weeks ago and now need to get the rear brake fixed. My local shop, Cycleform, handles all my purchases and repairs. The repair costs keep adding up, and I believe these parts shouldn't be failing on a bike with less than a year of use. I would appreciate your input and any assistance you can provide regarding this matter. Looking forward to your response. Regards, R. M.

Good morning, I own a pair of Shimano Torium 14 reels, and all my reels are Shimano for offshore bait casting. The Torium 14s have been causing me some trouble as they need to be fixed annually, sometimes twice a year. I took them back to Field and Stream about three years ago, and despite their repairs, the line release lever made of plastic keeps jamming and flexing, unlike the metal levers on my other Shimano reels. The store salesman and my local shop advise against the Torium 14 due to frequent issues. I will stick with Shimano but will avoid buying the Torium 14 in the future. It performs well when it's working and is great for catching porgies, sea bass, and fluke. I'm wondering if there was a widespread problem with these reels and if there's a way to repair them or trade them in for another model. I experienced two jammed reels on my recent boat trip and would appreciate a solution to ensure customer satisfaction. Thanks, Bob W.

Dear Sirs and Madames, I purchased a Pegasus Rad Soleo SL7 from Heidel-bike in Heidelberg on November 6th, [redacted], as shown on the attached invoice. After using the bike for my daily commute and errands starting in March [redacted], I encountered gear hub issues in March [redacted]. The bike would lock up when pushed back, a new problem. When I approached the dealer who sold me the bike on April 15, [redacted], they refused to provide any guarantee or repairs, claiming they could not grant any warranty or goodwill repairs for the defects. Another bike dealer also declined to fix the gear hub issue under warranty. As a loyal customer who relies on this bike purchased in good faith, I am disappointed by the lack of assistance. I seek guidance on how to address this situation. Best regards, Andrea Jauché Ilse-Krall Str.39 [redacted] Heidelberg Germany

Hello, I am reaching out regarding warranty details for a Dura Ace [redacted] - Stages - left crank arm. Last Thursday, while riding down a small hill close to home, the left side Dura Ace [redacted] - Stages power meter crank failed, causing a serious accident. I sustained injuries due to the incident. I can provide a photo of the broken crank arm upon request. Additionally, the following items were also damaged: - Wind vest - Bibs - Legwarmer - Long-sleeve jersey - 2 R8050 Di2 shifters (purchased in March [redacted], just 2 months old) - Saddle I am looking forward to your response. Thank you and regards, Thomas

Hello, I wanted to share my disappointment with the product designed for my eMTB. Since I bought the bike in August [redacted], I have been dealing with loud creaking sounds coming from the 12-speed micro spline hub, making it embarrassing to ride. It took me [redacted] Kilometers to realize this is a common issue with this product. I spent hours troubleshooting, mistakenly believing it was the chain or bearings causing the noise. After researching online, it appears that even after repairs, the problem persists. I would appreciate it if you could update me on the steps being taken to address this engineering flaw. Thank you, Kevin M.

I recently bought a new entry-level mountain bike for my daily commute. I find it frustrating that Shimano only offers seven-speed Tourney derailleurs without options for upgrades. I believe cyclists should have the freedom to buy top-of-the-line derailleurs without replacing every bike component. I have used Shimano products for decades and, at my age, I don't need an expensive bike for commuting. I am now looking to buy old derailleurs from eBay as I prefer not to rebuild my entire bike. Shimano's lack of options for enthusiasts like me who enjoy older bikes is disappointing. I am also frustrated by the lack of a direct customer service contact on their website. I am considering switching to a different brand like SRAM due to these limitations.

I recently purchased a new pole and reel with fresh line. When I used them for the first time fishing, the pole broke while catching the first fish, which was very disappointing and ruined my day. I feel embarrassed by this situation and would like the pole replaced. I am also seeking reimbursement for the costs associated with returning the defective item. I am disappointed in the quality of this Shimano fishing pole, as I have older poles that have lasted for 30 years without any issues. I am curious about the quality assurance processes Shimano has in place. It is frustrating that I have to bear the cost of returning the faulty pole and wish there was an option to save on return shipping costs by sending a picture of the defective item instead. These unforeseen expenses are challenging for me at the moment, and I am hoping to be reimbursed for them.

I am looking for where to purchase original and more durable alloy cone nuts and steel balls. The ones I bought locally need frequent replacement, which is costly and inconvenient. Even though I have the necessary tools, worn cone nuts make it difficult to tighten the nuts properly. With the limited space in the disc brake support housing, I need longer cone nuts to fit my special thin wrench for tightening securely. Trying to hold or tighten the nuts close together risks improper tightening. Contacting Shimano's customer service chat for authentic products seems challenging as the option is not visible on their website, but I found this information through Google search.

Hello Shimano Team, I have encountered an issue with my E-Bike that won't start. It's a Superior erx690 Steps [redacted] model with a BT-E6010 battery. I bought this bike used in [redacted] with [redacted] km and it now has a bit over [redacted] km. The charger is an EC-E6000, and I have two batteries. The problem started with the second battery a while back and now it won't start with the first one either. I attempted a battery reset without success. One battery is fully charged, the other shows 2 green LEDs. I've confirmed the charger is working by testing the first battery. I tried diagnosing the issue with an SM-PCE1, and everything seems functional up to the motor unit. However, when I connect the PC-1 adapter cable to the motor unit, the system doesn't recognize the bike. I took the bike to Zweirad Pritscher for help, but they couldn't pinpoint the problem. They suspect a short circuit or a faulty motor mainboard. I even replaced the motor unit with a used one, but the issue persists. I'm an experienced electronics technician, but I'm stumped now. Testing the batteries between + and - terminals doesn't yield useful results. Investing in a new battery is costly and might not even solve the issue. Best regards, Erich Spohrer

Hello, I operate a charter fishing vessel in the UK. We have several disabled anglers who fish with us, including a lady with MS who is in a wheelchair. She relies on an electric reel to fish, but unfortunately, her current one has stopped working completely. I recently saw an article in our local paper about an appeal to fund a new reel for her. I'm reaching out to inquire if Shimano would consider donating a new electric reel to her. I am more than willing to showcase any donated product, provide photos, and offer feedback on its performance. You can find the article here: [redacted]. Thank you for considering this request.

Dear Shimano Customer Service, I am reaching out to seek your assistance with a pair of S-Phyre shoes that I purchased about a year ago from your dealer in Vietnam, Le Hoang / Indochina Bikes. Unfortunately, the Boa dial on one of the shoes has detached from the shoe itself. After contacting Boa for repair, I was informed that the issue lies with the shoe construction and not the dial. They suggested I contact Shimano for resolution. To provide visual reference, I have shared photos of the shoe via this link: [redacted]. I would greatly appreciate your help in obtaining a replacement shoe. While I am unable to locate the purchase receipt, Indochina Bikes (Mr. Hung) can verify the transaction directly with you, if necessary. The local Shimano dealer in Ho Chi Minh City has already notified you of this issue but has not yet received a response. I hope for a prompt resolution to this matter as it is impacting my cycling activities. Your assistance in this would be invaluable. Thank you for your attention and support. Best regards, Dale N.

Dear Sir or Madam, I purchased a Kettler bicycle from "Little John Bike" in Duisburg, Germany on 08/02/[redacted], which includes a Shimano dynamo in the front wheel. Due to my age of over 72 years, I only use the bicycle during summer months and infrequently. During the recent inspection, it was discovered that the dynamo is defective and the entire wheel with the dynamo needs to be replaced. Since the warranty has expired, I am now required to cover the cost myself. I was informed that components like the dynamo rarely fail, and it is unclear why this issue has arisen in my case. It has been suggested that I am simply unlucky and that the fault lies in the product. I am reaching out to request reimbursement for the incurred expenses as a gesture of goodwill, upon providing a receipt or a quote. I would greatly appreciate a positive response. Thank you in advance. Kind regards, L. Sterba Prinzenstr. [redacted]8 Duisburg, Germany

I had a concerning incident with my bicycle involving a broken crank arm on a Shimano Ultegra crank set. The crank arm snapped off during a turn, thankfully without causing injury. Shimano's response was disappointing, simply advising me to take the bike for repairs and accept the several weeks of waiting time. This is unsettling as it is a safety issue, not a minor inconvenience. I feel Shimano should take more responsibility in such cases of major component failures due to metal fatigue. The lack of urgency and concern from Shimano's representatives is disheartening, especially given the potential risk involved. I am dissatisfied with the level of customer support and expect better from a reputable brand like Shimano. I will share this experience and Shimano's response with others, and I hope for a more thorough resolution from them.

I own a Shimano fixed-spool reel, the FX R4000 model, which I believe is from the mid to late 1980s and was originally bought in Florida for Bone fishing. I mainly use it for saltwater fishing with some freshwater angling. Overall, the reel is in great condition, although recently the bale arm trigger release and anti-reverse have stopped working. I've received extra spare spools from Shimano UK since purchasing it. I'm wondering if these age-related issues, such as the wear on the plastic cams causing the bale arm trigger release to malfunction, are repairable. I've really loved using this reel, particularly appreciating the bale arm 'trigger' and rear drag control, which I find superior and more controllable compared to front drag systems. Thank you for your assistance with this matter.

I am seeking help with a damaged Shimano Deore XT 36 hole rear hub, particularly the bearing cups. I am interested in obtaining an exact replacement if possible, or getting a recommendation for an alternative hub, or exploring the option of repairing the existing hub. Unfortunately, I have been unable to locate the hub at local bike shops or online sources in my search. Although one bike shop did find a hub with similar dimensions, it was designed for a brake disc which I prefer to avoid. I appreciate any guidance or assistance in rectifying this issue. Thank you.

I have a new bike with the GRX Di2 groupset that has not been used for 6 weeks. The battery was well-charged when stored but is now unresponsive. When I press a shifter, the battery indicator blinks twice in red at the Junction A box. I've tried to charge the battery for 6 hours, but it is not charging properly; the orange light on the SMBCR-2 blinks. However, no other lights blink, and the bike does not respond to any actions. I attempted to diagnose the issue using E-Tube on my Windows PC, but I received an error message stating the software is incompatible with the SMBCR2. I'm unsure how to proceed and would appreciate any help.

Good morning, my name is Francesco FIlloramo. I am a loyal customer of Shimano for fishing rods, reels, and many other products. As I have always regarded Shimano as a reputable company, I want to bring to your attention that I own 9 Shimano rods, with 4 still under warranty, and 8 Shimano reels. A few months ago, while I was fishing with my Beast Master spinning rod (15/40 grams) using a Colt Sniper jig, the rod broke during casting (which has never happened to me before). I took it to a Shimano shop and informed the seller about what happened, expecting a positive response. However, after 10 days, the seller informed me that the warranty claim was denied because, unbelievably, they concluded from the photos that it wasn't a manufacturing defect. This was incredibly disappointing coming from a reputable company like Shimano. They suggested I could purchase a new rod with a discount, which was unexpected. After being a loyal customer for over 15 years, I had hoped for better treatment, considering it was not due to my negligence that the rod broke. I had tried to contact you by phone, but couldn't get through. My number for any clarifications is [redacted].

Hello, I would like to inquire about the significance of the Shimano chain designations. Does the designation such as HG93 indicate a chain with greater hardness than the HG53 chain? I need to know this because some sources claim that Shimano chains are made of the same material and only differ in surface finish, while others suggest that the HG93 chain is made of a harder material than the HG53 chain, indicating that the higher number in the model designation means the chain is made of a harder material. Can you clarify the meanings behind designations like HG40, HG53, HG93, and so on? What do these numbers in the chain model name signify? I have been unable to find information about the materials used in Shimano chains in any Shimano parts catalog or on their official website. I would greatly appreciate your assistance in this matter. Thank you very much and warm regards. Łukasz

Hello, I am Federico, a customer of Shimano. I have a question about a video on your website advertising Shimano Ultegra Di2, named "Leave Time Behind." The video features a man riding a yellow bike but does not mention the brand of the bike. The video shows the owner at home with two children having breakfast before using the bike, which is hung on the wall. I would appreciate it if you could provide me with information about the company that made this bike. Thank you, and I look forward to your response. Best regards, Federico.