{"id":54911,"date":"2023-09-22T17:48:36","date_gmt":"2023-09-22T15:48:36","guid":{"rendered":"https:\/\/www.bikeradar.com\/?p=747766"},"modified":"2023-09-22T18:35:32","modified_gmt":"2023-09-22T16:35:32","slug":"the-hollowtech-crank-recall-is-a-nightmare-for-riders-shops-and-shimano-how-did-we-get-here-and-what-happens-next","status":"publish","type":"rss_feed","link":"https:\/\/c01.purpledshub.com\/cyclingplus\/rss_feed\/the-hollowtech-crank-recall-is-a-nightmare-for-riders-shops-and-shimano-how-did-we-get-here-and-what-happens-next\/","title":{"rendered":"The Hollowtech crank recall is a nightmare for riders, shops and Shimano. How did we get here and what happens next?"},"content":{"rendered":"

We speak to bike shops, affected customers and the infamous @thanksshimano account <\/p>

By Jack Luke\n \t\t<\/p>

Published: Friday, 22 September 2023 at 15:48 PM<\/p>

\n\n

Shimano\u2019s worldwide recall of 11-speed Ultegra and Dura-Ace cranksets now affects 2.8 million units globally.<\/p>\n

The original recall<\/a> was issued after a reported 4,519 incidents of cranksets delaminating in the US and Canada alone, resulting in six injuries.<\/p>\n

The recall is set to have an enormous impact on riders, shops and Shimano itself \u2013 and it\u2019s not off to a good start.<\/p>\n

Muddled communications and unanswered questions have fostered an environment of confusion that Shimano will need to resolve. Bike shops are also frustrated by the expectation they will mop up the mess of an issue that\u2019s been in the public eye for years.<\/p>\n

BikeRadar first reported on this issue in April 2020<\/a>. In that piece, we outlined the possible causes of the failure, which sees the two-part Hollowtech cranksets split in two, sometimes catastrophically.<\/p>\n

Here, we analyse what happened in the hours following the announcement and what impact the recall will have on shops and riders.<\/p>\n

We also examine the questions left unanswered by Shimano and speak to the man who has arguably done more than anyone else to bring this issue to light.<\/p>\n

Why now?<\/h2>\n

Given this issue has been known about and reported on by several media outlets for a number of years, what has prompted Shimano to issue such a large-scale recall?<\/p>\n

We put this question to the brand, and it told us: \u201cShimano monitors any warranty issues that arise with all products.<\/p>\n

\u201cWe are not able to go into the specifics of the process and timing with the authorities.\u201d<\/p>\n

Inconsistent communications create early confusion<\/h2>\n
\"Broken\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
The recall was issued after incidents of Hollowtech crank arms separating resulted in six injuries.<\/span><\/figcaption> Jack Luke \/ Our Media<\/i><\/span><\/div>\n

BikeRadar was first made aware of the Hollowtech recall on Thursday morning when it appeared on the United States Consumer Product Safety Commission (CPSC) website. Only cranks sold in the US and Canada fell under this recall.<\/p>\n

A call with a Shimano representative confirmed the recall would be extended globally, with a statement due to be published on the Shimano EU site \u201clater that evening\u201d.<\/p>\n

Shortly after we published our initial story, the statement appeared on the Shimano EU<\/a> and US websites<\/a>.<\/p>\n

The US statement included details absent from the CPSC notification, followed by a relatively in-depth FAQ. But the Shimano EU statement was lacking in detail until it was updated at around 9pm yesterday.<\/p>\n

The original EU statement merely outlined how to identify affected cranks, concluding abruptly with a note stating \u201cthe timing of the inspection and other details will be announced on this website in the near future\u201d.<\/p>\n

In the brief window before the EU statement was updated, many riders were left confused as to the scope and nature of the recall.<\/p>\n

\n
\"Oscar\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
The scale of the recall is staggering \u2013 Shimano is the world\u2019s largest bike component manufacturer and its kit can be found everywhere.<\/span><\/figcaption> Oscar Huckle \/ Our Media <\/i><\/span><\/div>\n

It seems the publishing of the recall on the CPSC site forced Shimano into a scramble to get its own statements out on its official channels, leading to inconsistent messaging across different territories.<\/p>\n

Don\u2019t forget, we\u2019re talking about 2.8 million cranksets, manufactured by the world\u2019s biggest bike brand, that could fail \u2013 this recall is a big deal, so it\u2019s surprising Shimano did not have robust and unified messaging from the outset.<\/p>\n

Questions left unanswered<\/h2>\n
\"Replacement\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
The replacement cranks are based on current-generation 12-speed models.<\/span><\/figcaption> Shimano<\/i><\/span><\/div>\n

While the US and EU are now aligned, questions have been left unanswered by both statements. Information disclosed to retailers has also not been shared with the public.<\/p>\n

To start, both statements say replacement cranksets will feature \u201cslight cosmetic differences from the original crankset\u201d.<\/p>\n

However, training documents shared with retailers outlined the nature of replacement cranks.<\/p>\n

Instead of true like-for-like replacements, riders will be provided with cranksets based on current-generation 12-speed cranksets, but adapted to suit 11-speed drivetrains. Unsurprisingly, the existing 11-speed design is no longer in production.<\/p>\n

For example, a failed Dura-Ace R9100<\/a> crankset will be replaced by a special re-spaced Dura-Ace R9200<\/a> crankset (model number FC-09).<\/p>\n

Some may welcome this unexpected \u2018upgrade\u2019, but Shimano can\u2019t reasonably describe it as a \u201cslight cosmetic change\u201d. The crankset will, in terms of its aesthetic, appear part of a different groupset.<\/p>\n

\"Shimano\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
Riders have questioned whether they will be compensated if they have already purchased replacement cranks.<\/span><\/figcaption> BikeRadar \/ Disqus<\/i><\/span><\/div>\n

Prior to this recall, cranks that failed out of their original warranty period may not have been replaced. This meant many riders were forced to purchase new cranks.<\/p>\n

Neither statement includes details on whether these riders, who have previously replaced cranks due to a failure, would be in line for new cranks or other compensation.<\/p>\n

When asked for clarification, a Shimano spokesperson said: \u201cIf [a rider still has the] affected crankset\u2026 it will be considered as a new case and can be taken to the dealer for inspection. If it [has been discarded], Shimano won\u2019t take any action.\u201d<\/p>\n

What is the cause of Shimano\u2019s crankset failures?<\/h2>\n

Beyond explaining that \u201cbonded crank parts can separate and break\u201d, Shimano remains publicly tight-lipped over the cause(s) of failure.<\/p>\n

Back in April 2020, when we originally reported on this issue, a Shimano representative said: \u201cIt is difficult to answer your question on patterns of failures because there are so many people globally using our products in different circumstances and in different ways.<\/p>\n

\u201cFor example, one might assume that climatic conditions (eg weather), a rider\u2019s personal riding style (eg power\/weight), or usage conditions (eg a crash) could impact product performance but there is no overall pattern that we have identified to explain why one consumer might have an issue whilst a similar consumer will have a lifetime of riding enjoyment.\u201d<\/p>\n

This time around, when asked if Shimano had identified a common cause of the debonding failures, a spokesperson said: \u201cThe affected cranksets have certain manufacturing processes in common.<\/p>\n

\u201cOne of the procedures involved in this process is a bonding technique, which facilitates the fusion of distinct layers within the crank arm.<\/p>\n

\u201cReports received by Shimano indicate that the bonded layers on the crank arm could separate.\u201d<\/p>\n

This is merely a reiteration of what we knew already, but any additional information provided by Shimano could provide greater comfort or insight to riders using affected cranks, that are not yet showing signs of potential failure.<\/p>\n

The observations of riders who have experienced a failure may be no more than anecdotal, but Shimano would do well to clarify again if there is any pattern to recent failures. More information will only help riders and shops to make informed decisions about their cranks.<\/p>\n

Is continuing to ride an acceptable risk?<\/h2>\n
\"Shimano\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
Many cyclists (including members of the BikeRadar team) will continue to ride cranks included within the recall.<\/span><\/figcaption> Russell Burton \/ Immediate Media<\/i><\/span><\/div>\n

Shimano says if a crankset passes inspection with no sign of delamination then you can \u201ccontinue to enjoy your ride\u201d.<\/p>\n

However, it cautions that, even if a crank passes initial inspection, riders should \u201cpay attention to changes in the sound and feel of how your bike is riding\u201d, warning that \u201cchanges could indicate wear out, breakage, or need for adjustment to some part of your bike\u201d.<\/p>\n

Responding to BikeRadar\u2019s original article on the recall, some readers have argued that all cranksets should be replaced.<\/p>\n

A commenter on our original story<\/a> remarked that, although their Ultegra R8000 crankset \u201cshows no signs of degradation yet, I think Shimano should replace it as a matter of principle.<\/p>\n

\u201cWaiting until an incident occurs and someone suffers an injury is far too late in my opinion,\u201d the comment continued.<\/p>\n

Again, outlining why the cranksets are failing could help reassure concerned riders.<\/p>\n

In any case, Shimano has clearly deemed this potential risk to be low enough to not require a full-blown recall and replacement of every crankset.<\/p>\n

And it is likely the case that most of those with affected cranks will continue to ride trouble-free for years \u2013 Shimano says the incidence rate of failures is \u201cproportionally very low (less than 1 per cent)\u201d.<\/p>\n

Still, it would be wise to heed Shimano\u2019s advice and check your cranks regularly.<\/p>\n

What about third-party power meter users?<\/h2>\n
\"Stages\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
Affected Shimano cranksets with third-party power meters attached are also included in this recall.<\/span><\/figcaption> Simon Bromley \/ Immediate Media<\/i><\/span><\/div>\n

Riders with third-party power meters<\/a> installed on their Shimano cranksets are facing a more complicated path towards a resolution.<\/p>\n

Shimano says power-meter equipped cranksets that fail inspection will be \u201creplaced free of charge without the third-party power meter attached\u201d.<\/p>\n

Riders will then be issued with a rebate of $300 to $325 ($400 to $430 CAD) for single-sided power meters. Dual-sided power meter owners will receive a rebate of $500 ($650 CAD). Details are to be announced for the UK and other territories.<\/p>\n

A couple of hundred dollars is better than nothing, but even $500 won\u2019t come close to the cost of a high-end, dual-sided power meter. A Stages Power LR Shimano Ultegra R8000 power meter<\/a> would set you back $789 at RRP, for example.<\/p>\n

\"Boonen's\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
4iiii has a support system in place for affected riders.<\/span><\/figcaption> Josh Evans \/ Our Media<\/i><\/span><\/div>\n

Speaking to BikeRadar, 4iiii says it \u201cis aware of the recall and is working closely with Shimano to keep our riders safe and their cycling uninterrupted\u201d.<\/p>\n

Riders will have the choice of having a new power meter fitted to their replacement cranks or, if a quicker solution is required, 4iiii will send a comparable factory-second (cranks with minor manufacturing faults) power meter from its Precision 3+ NDS or Precision Pro Dual range.<\/p>\n

4iiii believes the recall will impact \u201cless than 1 per cent\u201d of the cranks it has manufactured, but we\u2019ll have to wait and see what impact the recall has on other third-party suppliers and what measures they will put in place.<\/p>\n

Shops and retailers will bear the brunt of this recall<\/h2>\n
\"Removing\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
It will be up to bike shops to deal with the fall-out from the recall.<\/span><\/figcaption> Kaden Gardener \/ Our Media <\/i><\/span><\/div>\n

The recall will have a massive impact on retailers.<\/p>\n

Details are yet to be released for other territories, but in the US, riders with affected cranks will be invited to take their bike to participating retailers for inspection from 1 October.<\/p>\n

Participating shops will be offered a $75 (or $100 CAD) rebate for each inspection after approval of Shimano\u2019s internal audit of the submitted claims and cranks.<\/p>\n

Tommy Barse, owner of Cutlass Velo in Baltimore, Mayland, believes Shimano is asking too much of shops for the $75 fee.<\/p>\n

\u201cAn inspection involves greeting the customer, getting their information, removing and cleaning the cranks for inspection, producing documentation and photographs and\u2026 submitting information through a portal on the B2B site with nine fields,\u201d says Barse.<\/p>\n

He believes \u201c$75 is a slap in the face\u201d.<\/p>\n

\"Broken\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
Shops face more than logistical hurdles \u2013 a poorly handled recall could also damage reputations.<\/span><\/figcaption> Jack Luke \/ Our Media<\/i><\/span><\/div>\n

In addition to dealing with storage and logistics, Barse also points out it will be shops that bear the brunt of ire from customers: \u201cShops will have to try to save face in addition to customers being upset about a product that was sold to them with, essentially, knowledge within the industry that these crank arms were prone to issues,\u201d he says.<\/p>\n

The situation may become more difficult for bike shops if replacement cranksets are delayed or unavailable, and Shimano has acknowledged this is likely to happen.<\/p>\n

While Shimano promises \u201cto do our best to expedite the replacement crankset\u201d, it warns that the huge number of crankset options means it \u201cmay not have your crankset in stock\u201d.<\/p>\n

\u201cIf a replacement crankset is temporarily unavailable, Shimano will work with the retailer to communicate and confirm when the replacement is ready,\u201d the brand says.<\/p>\n

Shimano has also confirmed that, due to changes in the production of certain chainring sizes and crank lengths, not all riders will be able to get a like-for-like replacement.<\/p>\n

For example, 180mm Dura-Ace cranks will be replaced with 177.5mm cranks. Chainring options will also be limited \u2013 riders with a 53\/39t Ultegra crankset will get a 52\/36t combination as a replacement, while 52\/38t Dura-Ace users will also get a 52\/36t, and existing 55\/42t, 54\/42t and 53\/39t riders will get a 54\/40t crankset.<\/p>\n

Bike shops are still licking their wounds from the component shortages of the Covid years<\/a>. This recall has the potential to erode the goodwill of bike shops and customers if it is significantly disrupted or poorly managed.<\/p>\n

It\u2019s worth pointing out that not all retailers are obligated to participate in the recall programme, but do shops really have a choice?<\/p>\n

For many like Barse, it will be a decision between sucking up a possibly loss-making job or taking a stand and potentially driving loyal customers away to another shop.<\/p>\n

Nobody wins, except this Instagram account<\/h2>\n
\"Thanks\n<\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/source><\/picture>\n<\/div>
@thanksshimano has been posting about Shimano crank failures since 2018.<\/span><\/figcaption> Thanksshimano \/ Instagram<\/i><\/span><\/div>\n

Barse added that, while the number of cranks that have failed so far is low compared to the number sold, \u201cit was common enough to inspire a social media account\u201d.<\/p>\n

The social media account in question is the infamous @thanksshimano<\/a>, which might just be the only \u2018winner\u2019 in this whole situation.<\/p>\n

The account has frequently posted photos of broken Shimano cranks since 2018.<\/p>\n

After five years of anonymity, Braden Govoni revealed himself<\/a> as the admin of the account on the day of the recall. Govoni is a veteran of the cycling industry and co-owns the bike shop Outpost Richmond, and the steel bike brand, Ride Endpoint.<\/p>\n

Speaking to BikeRadar, Govoni said he was inspired to start the account primarily as \u201ca joke, but driven by my frustration as a mechanic and shop owner at what I viewed as poor consideration for the rider and mechanic on the part of Shimano.\u201d<\/p>\n

\u201cI\u2019ve always thought Shimano viewed bike brands as their priority, whereas SRAM and Campagnolo view the rider as the customer.<\/p>\n

\u201cAs a result, [Shimano\u2019s] baseline approach to warranty and customer care are vastly different,\u201d he says.<\/p>\n

Govoni struck a more cautious note when asked whether he believed the recall was a win for riders, as he described it in his post on the day of the recall<\/a>: \u201cI\u2019d say it\u2019s hopefully the start of a win.<\/p>\n

\u201cThe [recall] seems insufficient but hopefully it will expand as it\u2019s rolled out.\u201d<\/p>\n

He also expressed concern that \u201cpeople who long since threw away broken cranks\u201d will be left out of pocket.<\/p>\n

Many of @thanksshimano\u2019s followers have praised Govoni, but Govoni was reserved when asked if he felt he had played a part in bringing the issue to light. \u201cDid I play a role? Maybe some,\u201d he replied. \u201cVarious articles cited this account when the story first started breaking in the mainstream cycling press.<\/p>\n

\u201cI have heard accounts of shops mentioning this account to push warranty claims through too.\u201d<\/p>\n

Regardless of whether pressure from accounts like Govoni\u2019s helped play a part, the long-expected Shimano Hollowtech recall is finally here.<\/p>\n

This could prove to be one of the biggest product recalls in cycling, both in sheer numbers and the impact it will have on the industry.<\/p>\n

No matter how smoothly the process goes from here, the waves will be felt at Shimano HQ, in bike shops and by riders for years to come.<\/p> <\/body><\/html>\n

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