Customer Info [Please Read]

Shimano starts inspection and replacement program

Shimano starts inspection and replacement program

Garys Cycles Process for Shimano 11-Speed HOLLOWTECH II Road Cranksets Inspection Notice:

Please read the following information for Shimano 11-Speed Hollowtech 2 Road Crankset Inspection are below, please read all information carefully. 

If you identify that your crankset is part of the highlighted models below and part of the inspection and replacement programme. You can email us directly at the following email below. 
Please note:
 this will be done through emails, we will ask you to please follow the process we have in place for this inspection/recall. 

This will start on the 1st of October. 

Please note: due to the volume of emails, please note email replies can take 2 to 3 working days.
Email:
[email protected] 

Information we will need in your email to organise an inspection day will be the following:

- Pictures of the crank clearly identifying manufacturing codes identified by Shimano 
- Contact details for yourself, phone number address etc, so we can get in-contact with yourself. 
- FAQ's are highlighted at the bottom of this page. 

Once the following information is provided we will contact you and organise a day for inspection. 

Please note: During the inspection. 

If your crankset passes the inspection and has no signs of delamination, we appreciate your patience and diligence in having the inspection completed. No replacement will be provided by Shimano and please continue to enjoy your cycling. 

Consumers whose cranksets show signs of bonding separation or delamination during the inspection will be provided a free replacement crankset from Shimano that the dealer will professionally install. If your crankset needs replacement following the inspection, please do not use it. If a replacement crankset is temporarily unavailable, Shimano will notify you through your dealer when the replacement is ready.

How long will it take to get a replacement crankset from Shimano?
Shimano will do their best to expedite the replacement crankset. However, with all the different chainring and crankarm length combination they may not have your crankset in stock. If a replacement crankset is temporarily unavailable, Shimano will work with us to communicate and confirm when the replacement is ready. Please note this information/details is out of the contact of Garys Cycles and is the responsibility of Shimano. 

Please read all the following below.

Information From Shimano

Shimano Europe B.V. (“Shimano”), starts an inspection and replacement program of selected bonded 11-speed HOLLOWTECH II road cranksets produced between June 1, 2012, up to and including June 30, 2019, for a possible bonding separation issue.

This specifically concerns the Shimano ULTEGRA FC-6800, DURA-ACE FC-9000, ULTEGRA FC-R8000, DURA-ACE FC-R9100 and FC-R9100-P 11-Speed Bonded HOLLOWTECH II Road Cranksets in Europe. Reports received by Shimano indicate that the bonded parts of the crank arm could separate and break, posing potential fall and injury hazards to consumers.

To remedy this situation, Shimano will have any applicable crankset inspected. Shimano will replace any crank arm that fails the inspection process.

Please note that no other Shimano cranksets are affected by this voluntary inspection program

Figure 1. Image of the cranksets that might be subject to inspection:

This inspection is designed to determine whether the crank arms show a possible bonding separation issue and to swiftly remove any possible safety hazard to our consumers. Not all ULTEGRA and DURA-ACE cranksets need to be inspected.  Only cranksets produced between June 1, 2012, up to and including June 30, 2019, need to be inspected. The way to identify if a crankset should be inspected is provided in the WHAT TO DO section below.

Shimano will replace any cranksets that fail the inspection process free of charge.

POTENTIAL RISK

Reports received by Shimano indicate that the outer cover of the crank arm may start to separate from the main crank arm body, posing potential fall and injury hazards to consumers.

WHAT TO DO

CRANKSET IDENTIFICATION AND INSPECTION PROCESS

To know if this process applies to your crankset, please follow the instructions in STEP 1.

STEP 1 - Determine whether your crankset needs to be inspected

STEP 1A – Identify the model number of your crankset

The affected products are DURA-ACE and ULTEGRA branded cranksets with the following model numbers: ULTEGRA FC-6800, FC-R8000 and DURA-ACE FC-9000, FC-R9100 and FC-R9100-P. The model numbers are stamped on the inside of the crank arm near the bottom of the arm (see yellow square in the image below).

Does the model number on your crank arm match the model numbers above?

NO: The crankset is not affected, and no further action is needed.

YES: Proceed to STEP 1B.

STEP 1B – Identify the manufacturing code stamped on your crank arm

A manufacturing code is stamped on the inside of the crank arm near the bottom of the arm (see the blue square in the image above). The affected models are pre-July 2019 production and have the following two-letter production codes: KF, KG, KH, KI, KJ, KK, KL, LA, LB, LC, LD, LE, LF, LG, LH, LI, LJ, LK, LL, MA, MB, MC, MD, ME, MF, MG, MH, MI, MJ, MK, ML, NA, NB, NC, ND, NE, NF, NG, NH, NI, NJ, NK, NL, OA, OB, OC, OD, OE, OF, OG, OH, OI, OJ, OK, OL, PA, PB, PC, PD, PE, PF, PG, PH, PI, PJ, PK, PL, QA, QB, QC, QD, QE, QF, QG, QH, QI, QJ, QK, QL, RA, RB, RC, RD, RE, and RF.

Does the manufacturing code on your crank arm match any of the two-letter productions codes above?

NO: The crankset is not affected.  No further action is required.

YES: Proceed to STEP 2.

Consumers who believe they have an affected product are asked to contact an authorized Shimano dealer to schedule a free crankset inspection. If you are unsure of how to check the manufacturing code visit your local Shimano dealer. Please see the CONTACT section below for instructions on how to contact Shimano for assistance.

Consumers with cranksets that do not fall within the specified model number and manufacturing codes do not need to take further action. Please proceed to STEP 3.

STEP 2 – Take the bicycle to the dealer for inspection

If you are a consumer outside of Europe, please contact the official Shimano Inspection Program help line, using the following international number: +31792077017 to receive detailed instructions on how to proceed with the inspection. This number is not toll-free, a regional tariff may apply.

Shimano has developed the crankset inspection process and will provide clear instructions and tutorials for dealers. Shimano anticipates that the inspections will be possible starting from OCTOBER 1, 2023. Further details will be announced shortly via https://bike.shimano.com/en-EU/information/customer-services/corrective-actions/important-safety-notice-11-speed-hollowtech-road-cranksets-inspection-program.html and https://bike.shimano.com/en-EU/home.html.

The dealer will inspect the crankset for signs of bonding separation or delamination. 

Consumers whose cranksets show signs of bonding separation or delamination during the inspection will be provided a free replacement crankset from Shimano that the dealer will professionally install. If your crankset needs replacement following the inspection, please do not use it. If a replacement crankset is temporarily unavailable, Shimano will notify you through your dealer when the replacement is ready.

The replaced crankset will be a special version, which may feature a different cosmetic appearance while maintaining the same level of performance.

Please Note: if your crankset fails inspection this will need to be sent back to Shimano.
This is part of the process.

STEP 3 – Ride safely and continue to maintain your bicycle/equipment

If your crankset passes the inspection and has no signs of delamination, we appreciate your patience and diligence in having the inspection completed. Please continue to enjoy your ride.

Have your bike tuned up and inspected regularly, ask your dealer for recommendations based on your riding habits. Pay attention to changes in the sound and feel of how your bike is riding. Shimano urges all users to thoroughly read the user manual provided with the product (and available online at: si.shimano.com to ensure safe usage and proper maintenance. 

Shimano encourages all riders to maintain their bicycle and riding equipment diligently.  

FREQUENTLY ASKED QUESTIONS

What is the issue: 
Some DURA-ACE and ULTEGRA 11 speed HOLLOWTECH II road cranksets with bonded construction manufactured prior to July 2019 have received warranty returns for bonding separation and reported falls and injuries. We want to ensure the safety of our customers by implementing this Crankset Inspection Program.

As a consumer what do I need to do?
First validate if your crankset is part of the recall. Second, we ask you to take it to your local retailer to get inspected. 

What crankset should be inspected
ULTEGRA FC-6800, FC-R8000, DURA-ACE FC-9000, FC-R9100, and FC-R9100 P manufactured prior to July 2019.

Do I have to go to a retailer or go direct to Shimano
Please work with your local retailer to submit. Shimano will be working with our retail partners to execute this process and that will allow for the most consistent tracking and overall levels of service.

How do i identify that my crankset is part of the programme?
To see if your product needs to be inspected, the model number and production code are stamped on the inside of the crank. Please refer to the announcement document for the location of this information or information above. 

What is the remedy?
Shimano will have any applicable crankset inspected by an authorized Shimano retailer.  Please visit the dealer locator for a Shimano dealer near you. Shimano will replace any cranks that fail the inspection process.

How does the replacement differ from my current crankset?
The new crankset uses the latest construction and bonding techniques. There will be slight cosmetic differences from the original crankset. In some cases the exact specification may not be available. 

What if a third party power-meter is installed to my crankset?
Cranks and or any Shimano products that are modified by 3rd parties are not covered by warranty, but as an exception they will be subject to this inspection. Any items that are found to fail during inspection and that are sent back to Shimano will be replaced free of charge without the 3rd Party Power Meter attached. 

My crankset passed inspection, is there anything else that needs to be done? 
We encourage all riders to maintain their bicycle and riding equipment diligently.  Have your bike tuned up and inspected regularly (ask your retailer for recommendations based on your riding habits). Pay attention to changes in the sound and feel of how your bike is riding. Changes could indicate wear out, breakage, or need for adjustment to some part of your bike.

How long will it take to get a replacement crankset from Shimano?
Shimano will do our best to expedite the replacement crankset. However, with all the different chainring and crankarm length combination we may not have your crankset in stock. If a replacement crankset is temporarily unavailable, Shimano will work with the retailer to communicate and confirm when the replacement is ready.

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