Bike Friday tikit Stem Replacement Program
Frequently Asked Questions (FAQs)
Is my tikit affected?
All tikits manufactured before 12 October 2012 are affected. If you took delivery within 2 weeks of this date, feel free to call us 800.777.0258 or 541.687.0487 and we can determine whether your tikit received a new style stem that does not need replacement.
Should I still ride my tikit?
We do not recommend any usage of the tikit until the stem has been replaced.
I inspected my tikit stem and didn't see any cracks. Is it safe to ride?
No. We recommend that you do not ride your tikit until you have replaced the old stem with the redesigned stem.
How do I get a replacement stem?
You must fill out a Replacement Form online:
If you do not have Internet access, please feel free to call us (800.777.0258 or 541.687.0487) and we can assist in filling the form out for you.
What do I need to know to fill out this form?
The form will request information such as your frame size, your weight, your frame color, your headset type, your stem riser type, shipping address, etc. We provide information on how to determine answers to those questions. You will have the choice to have the replacement stem sent directly to you or one of our Bike Friday Dealers. Once you have filled out the form, you will be put in the queue to receive a replacement stem kit.
I have an affected stem, what should I do?
Stop riding your tikit. Fill out the online Replacment Form or call us and we can fill out the form with you. We do not recommend customers riding non-replacement stems on their tikit due to the risk of steering control failure and subsequent possible serious bodily injury.
Do I have to pay anything?
If you take it to a Bike Friday Dealer, no. If you take it to a local Bike Shop, you will have to pay that shop but Bike Friday will reimburse you.
Bike Friday will provide any tikit owner with a replacement (updated) stem, regardless if you have a receipt as the original purchaser. If you take the stem to a Bike Friday Dealer, they will replace the stem at no charge to you. If you would like your local Independent Bicycle Shop (a non Bike Friday Dealer) to install the stem, you may take it to your trusted mechanic and we will provide an illustrated step-by-step installation instructions as well as access to an installation video (streamed over the Internet).
In the United States, the old stem must be returned to Bike Friday for disposal as per the Consumer Product Safety Commission regulations. If you take it to a Bike Friday Dealer, the dealer will take care of these details.
If you take it to a local bike shop, you will have to fill out the Confirmation Form that arrives with the new stem, and return the Confirmation Form and the stem to Bike Friday.
Upon receipt of the return of the old stem changed by a non-Bike Friday bike shop, we will provide you a $75 credit to our webstore for parts or accessories. We will notify you about the creation of the $75 credit and give you the opportunity to elect to receive a $50 check instead of a store credit. Please note, the Consumer Product Safety Commission (CPSC) requires return of the old stem to Bike Friday for proper disposal as well as no reimbursement payments made until physical receipt of the old stem by Bike Friday.
Do I have to pay for return shipping of the old stem?
No, we will send out the replacement stem with a pre-paid mailing label for stems replaced in the U.S. It can be affixed to the original shipping box with the old stem inside. International customers can dispose of the old stem themselves.
Can I replace the stem myself?
The procedure for replacing the stem is moderately difficult and requires a trained bicycle mechanic’s mechanical aptitude. We recommend all replacements be done by a professional bicycle mechanic to ensure you have a safe bicycle to ride.
How long will the stem replacement take my mechanic?
Our testing on the procedure showed that mechanics unfamiliar with Bike Fridays should take 45-60 minutes.
If you have a Impulse (Twiddly) stem with the black plastic “T” handle, it should take roughly 30-45 minutes. If you have the Hyperfold (cable) stem, it will take between 45-60 minutes. We provide step-by-step instructions with color photos with each stem. We also have a step-by-step video detailing the same procedure. See pdf. of instructions here.
Do you need the old stem back?
For customers in the U.S., yes, the CPSC requires the return of a Confirmation Form to know that the stem has been replaced, as well as return of the old stem to Bike Friday for disposal. Additionally, receipt of the old stem triggers the system for compensation for the labor costs if you took the stem to a non Bike Friday dealer.
International customers need not return the stem. If an International customer has the stem replaced by a bike shop other than a Bike Friday Dealer, you can complete a Confirmation Form online. Once Bike Friday receives the online Confirmation Form, you will receive a $75 credit to our webstore for parts or accessories. We will notify you about the creation of the $75 credit and give you the opportunity to elect to receive a $50 check instead of a store credit.
Can I get a different color stem?
We have a preference for providing the original color or the default color (Ink/ Gloss black) for record keeping accuracy in the future.
Where is the serial/ frame number on my tikit?
Over the four years of tikit production, we have placed frame numbers in several locations. A list of the different locations is available here.
When will I receive my new tikit stem?
We are working on producing and shipping the replacement stems as fast as possible. It should be noted that while we do utilize subcontractors fabricating some sub-parts like the stainless steel cast stem plates, we fabricate the stems here in Eugene, OR. We cannot just go out and purchase a replacement stem and ship it to you. We have given our suppliers notice of the quantity of stems that we need to replace for the recall and have ramped up production internally to meet this demand.
If you need an estimated ship date of your stem, please feel free to give us a call and we can provide as much information as we have on hand. Stem production priorities has been grouped by the “self-selected” priority level that we asked you to fill out on the web form.
As of November 2012, we have finished most of priority 1 and priority 2 groups. We still are getting new customers signing up each day, which include groups 1 and 2, but we are making progress.