Shimano Customer Service Issues

Hello, my name is Noel. I recently purchased a Shimano Saragosa [redacted] fishing reel from Otto's Tackle World through eBay. When I tried the reel for the first time, I noticed as an experienced angler that when retrieving the line, the rod vibrates a lot and the reel wobbles, indicating that the rotor is unbalanced. When I contacted the seller, they informed me that if I want to return it, I have to cover the postage fees as well as a €40 tax in Malta. I find it unfair that I would have to spend more money to return a damaged product that came from the factory this way. I saved a lot to purchase this reel because I have a family to support, and I cannot afford to spend more money on my hobby. I am seeking assistance to resolve this matter. Thank you.

Hello, my name is Noel. I recently purchased a Shimano Saragosa fishing reel from Otto's Tackle World through eBay. Upon using the reel for the first time, I noticed significant vibrations in the rod and wobbling in the reel, indicating that the rotor might be unbalanced. When I contacted the seller about this issue, they mentioned that I would have to cover the postage costs and ** euros in taxes to return it from Malta, which seems unfair. I saved up a lot to buy this reel, and I cannot afford to spend more on repairs for a product that arrived damaged. I would appreciate any assistance you can provide in resolving this matter. Thank you.

I am frustrated because I cannot find detailed instructions on how to install a Shimano Altus FD-M313. Despite not being a bike mechanic, I am mechanically inclined and can follow directions. Manufacturers like Shimano should provide a detailed PDF or video in multiple languages instead of the very basic instructions included with their products. I am struggling to find specific instructions online and believe these should have been included with the product for individuals like me who want to save money by doing their own repairs. While generic videos are available on YouTube, I require precise guidance for this particular model. I would appreciate a detailed guide or video explaining how to correctly thread the cable through the derailleur, especially from the top, as my previous derailleur was incorrectly installed. Any assistance in resolving this issue would be greatly valued as I need my bike ready for my commute. Thank you for your help! -Jim Wiseman

Hello everyone, I reside in the British Virgin Islands in the Caribbean. I have long been a dedicated user of Shimano bicycle components on all my bikes. Unfortunately, it has become increasingly challenging to find Shimano products locally due to distribution restrictions. Despite the availability of competitors' components, I always replace them with Shimano. Recently, local stores have stopped stocking Shimano items due to these restrictions, making it difficult for me to access the products I prefer. I have resorted to purchasing some new XTR components online through freight forwarding services, albeit at a higher cost. Even though SRAM may be more affordable, my loyalty lies with Shimano. Regrettably, I am facing difficulty completing my XTR M9100 group set because I cannot locate the specific crankset and chain rings I need due to shipping limitations. Any assistance in sourcing these missing parts would be immensely appreciated.

I am experiencing difficulty with my Dura Ace Di2 rear derailleur adjustment. The Microshifts are fully adjusted to the outside, but the shifting is not smooth. I have tried various troubleshooting steps like re-set via crash mode, firmware update, and updating my E-Tube app, but the issue persists. Even my local bike shop attempted a firmware update without success. It seems that the derailleur needs to be re-set to align properly with the relevant cog in the middle of the Microshift range. Any suggestions or ideas would be greatly appreciated as I am running out of solutions for this problem.

I have XTR pedals (full XTR build) installed on my [redacted] Santa Cruz Bronson. Recently, the pedal on the left crank arm felt loose while climbing a hill, and it unexpectedly came off the spindle at a trail junction. This was a concerning experience for me as a 62-year-old rider, as I have never encountered a pedal failure like this before. There doesn't appear to be any visible damage on the cage from the outside. I was fortunate not to sustain any injuries, but I am puzzled by why this pedal failed. The spindle had enough grease on it. I am relieved that I was able to safely make it back to my vehicle, approximately six miles away. I would appreciate it if someone could inspect the pedal and provide an explanation for its failure. Thank you for your assistance. -ES

I own a 2-year-old CerveloP3 with an Ultegra Di2 gearset. Recently, I've been having issues with the front derailleur pushing the chain past the big chain ring when shifting from the small to large ring. Initially, this issue was sporadic, occurring around once a month after [redacted]-[redacted] miles. However, towards the end of last season, it started happening more frequently. I've tried adjusting the derailleur following various online guides precisely but with no success. I've also checked for loose bolts, worn chainrings, or a loose crank, all of which seem fine. I attempted tweaking the high limit screw slightly, which helped somewhat, but now it sometimes skips and won't shift onto the big chain ring. Despite having two different bike shops look at it, the problem persists. I've even replaced the chain rings and chains, but the issue remains. The problem seems to occur less under no load, making it challenging for the mechanics to pinpoint the cause. With the season approaching, I'm feeling frustrated and unsure of what to do next. Any suggestions would be greatly appreciated. Thank you. Chris P.

My [redacted] Di2 is experiencing issues with gear registration. While the eTube software recognizes all components correctly, it inaccurately displays gear selection. For instance, when I'm in gear 5, it shows gear 6 on the computer, and I can't access gear 1 at all. I've tried crash resets and gear 5 resets through both the eTube software and the A junction box multiple times. Even though I can use gears 2-11 smoothly, gear 1 is inaccessible, and there are two indexes at gear 11. Adjusting the trim temporarily resolves the gear 1 problem but disrupts the alignment of other gears. Is there a way to manually correct the gear identification in the eTube software or another solution to fix this issue? I've verified that the hanger alignment is correct, and this problem only arose recently as it was working perfectly two days ago.

Hello, I purchased Shimano SPD-SL shoes, and unfortunately, the cleat on my left shoe keeps moving out of place when dismounting the bike. Despite multiple attempts to tighten the cleat, it continues to shift, causing damage to the shoe. I have tested the cleat on the other shoe and different pedals, confirming the issue lies with the left shoe itself. These shoes are relatively new, used minimally over the past six months, but are already malfunctioning. I rely on my shoes to start my biking season smoothly. The right shoe functions well, but the left poses a risk. Without a proper solution, the situation may worsen, leading to potential injuries. Appreciatively, Daphnée

After approximately 2.5 years, one of my Shimano M520 Clipless SPD MTB Pedals from an October [redacted] purchase at chainreactioncycles.com developed a clicking noise. To address this, I decided to dismantle and regrease them. Upon acquiring the necessary plastic tool from my local bike shop to open the pedals, I successfully accessed the right pedal only to discover a lack of grease, indicating it was never properly greased. After regreasing and reassembling it, I attempted to open the left pedal only to encounter a snapping sound, resulting in a broken plastic collar stuck inside. There are three concerns: 1. Pedals should contain grease upon opening, regardless of age. 2. Plastic components are more prone to breakage than metal. 3. Designing metal parts with accessible flats for disassembly with a spanner would prevent breakage, eliminate the need for specialized tools, and enhance customer experience. Best regards, Muir MacKean

My name is Jason Biel, and I dedicate my time and resources to supporting veterans, the homeless, individuals in abusive situations, and children stuck in the system. I collect and refurbish used bicycles at my home in my spare time, aiming to provide them to those who are starting anew, starting over, or simply in need of a helping hand. As this endeavor has become costly, I am seeking assistance. Most of the bikes I acquire or fix require shifter repairs or replacements. If you have any outdated or unused bicycles that could be put to good use, I would greatly appreciate any help you can offer. Let's bring smiles to children's faces and provide others with opportunities! Sincerely, Jason Biel [redacted] 37th Ave S #1 Moorhead, MN [redacted] [redacted] [redacted]

I recently bought a new bicycle in England and brought it back to my home in Kazakhstan where I live most of the year for work. I had to leave my family in the UK for financial reasons, so cycling has been a way to keep me active and connected to my passion. My previous bike, a Cinelli with Campagnolo components, served me well for years. The new bike is a Boardman road bike, but unfortunately, the rear derailleur malfunctioned after only a short ride, causing damage to other parts. Living in Kazakhstan, getting the bike repaired might be a challenge, but I know of a good cycle shop in Almaty. I have photos of the brand new bike to show the issue occurred early on, but I'm unsure how to submit them for review. I hope to get the bike fixed quickly to continue cycling, especially for an upcoming charity event. Any advice or assistance would be greatly appreciated. - Shane B.

I recently bought a new bicycle in England and had it shipped to Kazakhstan, where I reside most of the year for work. I left my family in the UK due to financial reasons. I own multiple bicycles, with my previous one being a Cinelli with Campagnolo components. The new Boardman road bike I purchased is equipped with Di-2 Ultegra. I flew it as sporting goods in its original packaging and set it up perfectly after arriving. Unfortunately, after a short ride, the rear derailleur malfunctioned, causing damage to the bike. Fixing it in Kazakhstan may be challenging, but there are good cycle shops in Almaty. I am aware of the warranty on the parts, but being outside the UK might complicate things. I have photos of the bike's condition and would appreciate guidance on how to proceed with repairs promptly. Shane B.

Hello, I need to get in touch with someone at Shimano regarding a concern with my bike. I purchased a new bike equipped with a Sora front mech about a year ago. Despite never having ridden the bike, I discovered that the small 'stay' holding the spring in place has broken when I attempted to use it this weekend. The local bike shop informed me it cannot be repaired and a replacement is necessary. I believe this derailleur may be of substandard quality and would like to request a replacement. I have photos showcasing the condition to support my claim. As a dedicated Shimano enthusiast and former Team GB triathlete who exclusively used Shimano equipment, I have high expectations for Shimano's performance. Hoping for a prompt response. Thank you, Gareth D.

I am interested in a mid-drive ebike with an internally geared hub like the Shimano Alfine 8. However, I would like to use it on a Fatbike, which has wider rear stay spacing. I believe Shimano should consider creating a fatbike version of the Alfine 8 to cater to this market segment. This could allow for a wider gear width and increased strength suitable for ebike use, potentially at a more affordable price point than competitors like Rohloff. Currently, options for fatbikes are limited to rear motors and derailleurs unless you are willing to invest in a costly hub like Rohloff. I am willing to pay more than $[redacted] for a bike but prefer to avoid the high prices associated with Rohloff hubs. Thank you.

I am X.O. Kevin “Reaper” Grimm from Combat Veterans Motorcycle Association Chapter 33-7 in Sacramento, California. Our nationwide non-profit organization (ID# 37_[redacted]) supports veterans who have served in combat and share a passion for motorcycles. Our goal is to aid veteran care facilities and show appreciation to those who have served our country. We participate in motorcycle charity events and donate to various veteran charities, such as the Veterans Charity Ride (VCR), which helps wounded veterans through motorcycle therapy. On September 7, [redacted], we are hosting the CVMA 9-11 Remembrance Ride to honor those who sacrificed their lives. We are seeking support for this event and any contribution is greatly appreciated. Having experienced the challenges of post-war life as a disabled veteran, I am dedicated to ensuring veterans and their families are recognized for their sacrifices. Please consider supporting our cause. Thank you for your time, attention, and support. Respectfully, X.O. Kevin “Reaper” Grimm [redacted] Misty Pass Way Antelope, CA [redacted]

I ride a Specialized Venge with an older DI2 10-speed system. Recently, I've encountered issues with the rear mech not functioning. Despite replacing the battery holder and cable, I was informed that I need a junction box SM-JC41. However, when all 4 cables are connected to the junction box, the system loses power. It only works when one of the mech cables is removed. I'm concerned about being told that a diagnostic check might cause the entire system to fail. I've used all new Shimano parts. I find it frustrating that a diagnostic could render the system useless for a paying customer like me. Can you please advise on the best way to proceed and if this is a common problem with DI2 systems? I hope to hear back from you soon.

I need help with my mountain bike’s 2x XTR Di2 shifting. The shifting from the big ring to the small ring only works when the back cog is on '2'. Rear shifting is fine. I attempted to adjust the front derailleur using the micro-adjustment feature without success. I placed the chain on the big ring in the front and the big cog in the rear, then pressed the button to enter the adjustment mode. I am struggling to access the front adjustment mode correctly. Even when the 'F' flashes, using the shifters puts the bike into rear adjustment mode instead of front. The instructions for this process are unclear. I believe fixing the front derailleur micro-adjustment might resolve the issue, as the front cage moves but seems misaligned.

Product: SH-R210 SPD Size: 39.5 My name is Kathleen Kelly, and I am facing a challenging situation with my cycling shoes. Despite the age of these shoes, they hold sentimental value and importance to me due to my past achievements as a nutritionist and athlete. Unfortunately, the carbon fiber sole has detached from the shoe after years of storage. I am seeking advice on how to reattach the sole myself using glue or other methods, as I am unable to afford a new pair at the moment. Cycling has been a crucial part of my emotional well-being, especially as I cope with PTSD from past traumatic events. Any guidance on repairing these shoes would be greatly appreciated as I endeavor to continue cycling for my mental and physical health. Thank you for your assistance, Kathleen Kelly

Hello, I have a question regarding a recent purchase of Shimano Deore BRM6000 brakes from Merlin Cycles. When I received the brakes, they were not in the expected Shimano box, and I noticed that the levers and calipers only have "Shimano" printed on them, not "Deore." There is only "BR M6000" in small print on the back of the lever. Typically, all the pictures I've seen show the "Deore" branding. I'm unsure if these are the correct brakes or if I received something different. I appreciate your response. Thank you, Chris F.