So, I have been reluctant to air this in public, but it is bit of a demonstration of what exactly Service-Up DOESN'T give you!
To cut a long store short if you don't want to plough through it... My freehub body bearings went after only 6 months, I had hoped (expected, possibly) that the easiest fix would be for a replacement freehub body under guarantee/service-up without any need for excessive postage (not to mention the carbon footprint) to German, which I was charged with unsuspectingly the last, and only, time I wanted CS to check out a query with one of my wheels after I received them, but before they were ever ridden.
So, instead of risking a £200+ charge, which I really cannot fork out at the moment, I've fixed it myself with a standard (slightly heavier) DT-Swiss freehub body, and learned a good bit more about the inner workings of my freehub (never took one off before now). But I had expected a bit more from CS before this incident, and especially after they showed me how to destroy my freehub body shell with a screwdriver!
Email thread follows, for illustration/responses. Maybe I expected too much
I have owned my Standard C Gen III’s since March this year, so they are now 6 months old. (Ridden approx 4000mile).
On todays ride I could hear some chain “noise” on the rear cassette. Thinking maybe my rear derailiure needed re-alignment (Dura Ace Di2), I looked at the problem, but actually I have found that the entire cassette was “loose”. After taking off the cassette, actually it is the freehub body itself that is loose. It can be easily “rocked” on the hub.
Is this something that i can tighten up with normal maintenance procedure? I have little understanding on the internals of a rear wheel hub, and I have never removed a freehub body before so excuse me if this is a simple maintenance procedure I should already be able to do at home.
If the problem is actually with the wheel and needs returning for repair, I cannot afford postage costs, but if the wheel is at fault, I would you expect to pay for this shipping?
Wheelset chips XXXXXXXX & XXXXXXXXX (removed) ( I forget which one is Front and Rear, so I include both here, but the problem is only with the rear wheel as described ).
Hello steve ,
if the problem is on the freehub body, we should see it in the company.
we can give no guarantee if you do it yourself .
Is it possible to send me an picture from the damage ?
If you have further questions please feel free to contact us.
The Service Team
Carbon Sports GmbH
Please find video attached. I think this demonstrates the problem well...
( http://s1154.photobucket.com/albums/p52 ... GP1008.mp4
yes the problem ist he freehub body.
To change this is easy. Please see the video attach.
The price for an new shimano body ca. 120 ,- EUR + shipping.
( http://s1154.photobucket.com/albums/p52 ... G_2173.mp4
Mit freundlichen Grüßen,
Ok, mine does not pop off as easy as this video? In fact, the screwdriver broke off a tiny peice of the body when i attempted it (see pic) and i did not apply a lot of force? (This is why i do not like to mess with my £1+K wheel!)
( http://i1154.photobucket.com/albums/p52 ... GP1010.jpg
Is there a step before this?
Also how long should a freehub body last? My shimano C24 wheels has over 15K mile and this problem has never happend.
( Now no replies for a week. During which time I send the further emails... )
Ok so I have taken wheel to lbs. They removed the freehub body, (unlike your video, he removed the end of the hub, and then removed the body easily) and now he will replace the bearings inside it, which have been completely disintegrated (causing the original problem).
Possibly he will replace the freehub body itself due to the slight damage I have caused with my attempted removal, but maybe this is not a massive problem in reality, if there is no open gap and no chance of contamination into the (new) bearings, it might be ok to leave it how it is now.
Re this problem. Does this 120Euro include the bearings/end/spring cap etc. Or is it just the Freehub body itself?
After removal of the old one, it is apparent that the bearings have been worn out which is causing the movement visible in the video I sent earlier.
Also, how much is Shipping to the UK?
Why do you not reply to my email any longer?
I have now had no usable rear wheel for 2 weeks. I have a broken freehub body, and the bearings are destroyed in the hub after only 6 months.
Even emails are no longer replied to, and my email are no longer replied to.
I have paid for service-up and I do not feel this is great service at the moment.
Very unhappy. Please help!
Also, this email (below) was not replied to (sent Yesterday).
I am unhappy that I even need to pay Euro 120 + shipping for something that has not lasted for even 6 months, but even when I ask the question below, I get no reply.
So still I cannot use my wheel now for 2 weeks (and counting up)
Once again, "Service-UP" not great at the moment!
Please help me use this wheel again.
(After 9 days, a reply, turns out Martin was not at office that particular week)
sorry for the late post, but I was not in the office last week.
we can make in your case only one.
Either you go to a bike shop in your near and let's make it, or you send the wheel to us to friedrichshafen.
( I am not entirely sure what this means, as the grammar is quite bad, but anyway I have already worked out the problem and found the part I need, where to get it cheapest and how to fit it again )
Ok so you are out of office last week. Everyone has time from the office I understand, but no-one picks up when you are away?
Anyway... I can now fit the freehub body myself, my local shop showed me the method. But I ask again, after only 6 months and the bearings in the freehub have been eroded away to nothing, am I not covered by guarantee for a replacement freehub body free of charge?
Surely it is not normal to have to replace every 6 months. My bike shop says the bearings have been dead for a long time (I only noticed recently when shifting became sloppy), but there must have been an early fault with this freehub body, so am I not entitled for a replacement with no charge?
I can fit it myself, so now you just have to post the freehub body, instead of me returning the entire wheel to you.
if we are to replace the body then you have to send it to us.
We will review it here, and then decide what we can do.
If you have further questions please feel free to contact us.
(And my final response, so far, but with a fixed wheel and tired of the conversation that is going no-where...)
Ok, so this last information will not help me
You say, I must send the wheel to you, then you will decide IF you will charge me? What if you decide to charge me?
I already said I cannot afford to pay postage, so then you will hold my wheel to randsom until I can afford to pay for the repair and postage? Euro 100 postage + Euro 120 for freehub body? Possibly Euro £220 before I see my wheel again?
That may be 3 months before I have funds to be able to pay!
The fact is (as you can see in the original video I made) that the freehub body bearings are destroyed and you know after less than 6 months (As per my registration shows). I have not used the wheel incorrectly ( I ride my bike, and wash it every day), or taken the wheel apart, so what do you need to examine? The bearings in the freehub body have eroded away.
Also, you showed me video with a screwdriver to remove freehub body, and when I applied this technique I caused damage to the freehub body shell itself, so this is now unusable as I showed you in the picture I sent. So my LBS shows me how to actually remove it without causing further damage. (He did NOT try to use a SCREWDRIVER force it off!!!)
So, to fix this, I have already paid £51 for a Shimano Freehub body from Chain-reaction cycles. http://www.chainreactioncycles.com/Mode ... elID=28830
This has arrived and is fitted, and the wheel is now usable again.
But my assurance with you is highly affected. From my video you could see the freehub body bearins was destroyed, you already said this, so it would have been a simple thing to post me a free replacement for me to fit.
Instead we have 3 week email conversation and in the end I must fix it myself or loose my wheel until I can afford to pay 4x the price it cost me to fix at home?
I hope you can you see why my happiness is zero, and also why I feel I need to escalate these emails to a higher department in Lightweight (firstname.lastname@example.org
), so my customer un-satisfaction can be heard by more than just yourself.
Let me hope I do not have to rely on any future service if this is how it is handled