Ultegra failure * miles into a new bike ride

GetHuman2952987's customer service issue with Shimano from May 2019

Help with my Shimano issue
The issue in GetHuman2952987's own words
Enjoy a **km training ride in preparation for a charity ride in * weeks ... I recently purchased a brand new bicycle in England and shipped it to Kazakhstan when I last flew, where I now live ** months*year for work, having had to leave my wife and children in the UK for financial reasons. I have owned a number of bicycles in my life, my previous one a Cinelli equipped with Campagnolo which has seen ***** miles of trouble-free cycling over the past ** years, but due to gearing, have left it in Britain (and I want it there when I return for summer).*The bicycle in question is a Boardman road bike equipped with Di-* Ultegra. I flew it as sporting goods in its original packaging*box, which I still have in my apartment and, having just spent ** hours protecting the frame with helicopter tape in some crucial areas, it was set up perfectly, the rear derailleur was perfectly trimmed and everything was quiet and running sweetly.*After riding * *** miles to meet some friends, which included two gent uphills, all was well. However, with no imminent signs that anything was amiss, the back derailleur suddenly broke, flicked up into the rear stay and ended up in the spokes, or, maybe broke, hit the spokes and flicked up into the rear stay, hard to say which occurred first.*So, * miles in to a brand new bike, I am in need of a new chain, rear derailleur and probably hanger, plus a rear-wheel rebuild and possibly a repair to my carbon frame - NOT HAPPY.*However, as I live in Kazakhstan, the repair in itself may not be easy. At least I live in Almaty, where there are good cycle shops * such as ProTeam, and although they were shut due to a race yesterday and do not open on Mondays, I guess they may be able to source the parts.*I realise that, having read about the warranty on parts that they should be warranted for * years, but that also it is out of the UK and therefore Shimano will probably try to claim that you can do very little to help me. However, it appears that there was definitely a fault with the parts as I can guarantee you the integrity that all was well * *** miles into its first ever ride.*I have a wealth of photos which I can attach to show the brand new pedigree of this bike, but it appears that there is no way to upload these. As I bought this bike to do a charity ride into Bishkek with work in * weeks, I really could do with getting it fixed quickly and not relying on parts having to come in from overseas, especially given the reliability of Kazakh post, or otherwise, and the no doubt huge taxes that would be added onto such an item as a rear derailleur should it come through a delivery system.*Therefore, if there is any way that I could upload photos for somebody to scrutinise and have them approve to get it repaired locally, this would be the best outcome. I am not sure of the integrity of the frame, and will not be able to really test this until I have removed the back wheel and derailleur, something that I have not wanted to do until I know where I stand or have had somebody look at the bicycle.*I would welcome your feedback imminently.*Shane Blincoe
it's a BRAND NEW bike
Honour the warranty
Been cycling for *** years, my first new bike was Shimano-equipped!!
Not yet, *:** pm now on a Monday, I'll phone them tomorrow
How GetHuman2952987 fixed the problem

We are waiting for GetHuman2952987 to fix the problem and share the solution with the rest of us customers.

Do you have a customer issue as well?
We can help you get Shimano's attention and get better help faster. Tap below to get started.
Having Shimano issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid

Shimano

Ultegra Di-*
Customer service issue
Reported by GetHuman2952987
May 20th, 2019 - 2 years ago
Not resolved
Seen by 19 customers so far
Similar issue to 175 others
0 customers following this
Items needed
Where was the item purchased
Order number (if applicable)
Billing address

Timeline

GetHuman2952987 started working on this issue
May 20th, 2019 12:29pm
GetHuman2952987 shared this issue with friends on Facebook
May 22nd, 2019 10:15am