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Important Consumer Notice: Free Cranksets Inspection Program for Hong Kong (“Free Inspection Program”)

其他 22/11/2023

Thank you for using SHIMANO products.

On September 21, 2023, Shimano issued a notice on its website regarding an inspection and replacement program of some bonded 11-speed HOLLOWTECH II road cranksets. We would like to provide the latest information as follows:

 

For the crankset products set out below, in the event you continue its use when such cranksets show signs of bonding separation or delamination, the crank in rare cases may become damaged resulting in loss of balance, falling or injury. Please follow the instructions below to check whether the crankset you have is affected; and upon confirmation, please visit our Hong Kong Authorized Dealer as soon as possible to arrange for inspection free of charge.

We apologize for any concern or inconvenience this may have caused to our consumers.

Free Inspection and Replacement Instructions

1. Check the crankset model number

The following 5 models produced on or before 30 June 2019 are affected:

ULTEGRA Series

DURA-ACE Series

2. Identify the production code of the crankset

The following two-letter production code is stamped  on the inside of the crankarm near the bottom of the arm.

Please refer to the sample image of the inside of the crankarm below (yellow box: the model number, blue box: the production code)

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, RF

3. Starting date of the Free Inspection Program

The Free Inspection Program will start on November 22, 2023.

 

Consumers with the affected crankset products should swiftly contact the Hong Kong Authorized Dealer to schedule a free crankset inspection. Please visit the website of the Hong Kong Authorized Dealer at https://hkbicycle.com/en

 

If you cannot locate any Shimano authorized dealers in your area, please call us at 26702668/26686293 for assistance.

 

We will replace any crankset if we consider it necessary after our inspection. Otherwise, you may continue using your existing crankset if we consider replacement is not necessary.

 

To ensure consumers’ peace of mind, we recommend that your crankset be inspected a second time about one year after the initial inspection if we determine that such crankset does not need to be replaced at the initial inspection. However, if you observe any abnormalities concerning your crankset throughout this time, please visit our Hong Kong Authorized Dealer as soon as possible to arrange for inspection. The initial and second inspections will be free of charge.

 

In addition, we recommend you perform regular crankset checks on your own after the second inspection. Please refer to the following link for instructions on how to check the crankset on your own.

 

WATCH THE VIDEO: Crankset Self Inspection and Replacement Program

 

Depending on the specifications of your crankset, we may need some time to arrange for replacement.

 

Please note that there will be slight cosmetic differences between the existing crankset and its replacement. For details, please refer to the images below:

If you have any questions about the Free Inspection Program, please contact the Hong Kong Authorized Dealer as follows:

CONTACT INFORMATION

Chung Yung Cycle Co.

Address: G/F, No 24 San Fung Avenue, Sheung Shui, New Territories, Hong Kong

Tel: 26702668/26686293

Opening hours: Every Tuesday to Sunday 10:00 am – 6:00 pm

Please click here to read the Frequently Asked Questions (FAQ)

Q:

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 voluntary inspection and recall program.

First validate if your crankset is part of the recall. Second, we ask you to take it to the Hong Kong Authorized Dealer to get inspected. 

Link to Hong Kong Authorized Dealer: https://hkbicycle.com/en

ULTEGRA FC-6800, FC-R8000, DURA-ACE FC-9000, FC-R9100, and FC-R9100 P manufactured prior to July 2019.

Please work with the Hong Kong Authorized Dealer 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.

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.

Shimano will have any applicable crankset inspected by the Hong Kong Authorized Dealer. Shimano will replace any cranks that fail the inspection process.

Link to Hong Kong Authorized Dealer: https://hkbicycle.com/en

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. 

Cranks and/ or any Shimano products that are modified by 3rd parties are not covered by warranty, but as an exception they will be eligible for this inspection.

Any crankset with a power meter attached that is found to fail during inspection and is sent back to Shimano will be replaced free of charge but the 3rd party power meter will not be returned. 

However, as a gesture of goodwill only and without any admission of liability or wrongdoing, Shimano will provide a certain monetary amount (to be determined in Shimano's sole and absolute discretion) to such customer to purchase any replacement 3rd party parts.

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.

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.

Yes. As a reminder, we recommend a general bike safety check before each ride (Tire Pressure, Quick Releases, and Basic Visual Inspection). 

For your safety, Shimano will provide the initial and second inspection free of charge through the Hong Kong Authorized Dealer.  We recommend that the second inspection be performed about one year after the initial inspection. If you feel, hear, or see a change in your crankset, please take it to the Hong Kong Authorized Dealer at any time.

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