I think Cam's video is a good example that finding creaks is a bit of a black art, but... if in doubt; grease it up seems to be the takeaway from that. According to my understanding of his video, the mechanic basically just lubed the thru axle and tightened it properly (many people don't tighten thru axles enough) and then took it for a test ride and it was already silent. He then just greased the pawls as a "belt & bracers" approach.
Not sure exactly which step "solved" the noises. I can see all being possible. Because the HYPER hub end caps aren't locked in place with a thread, etc, I'm fairly sure they're relying on the quick release or thru-axle's clamping force to keep everything where it should be. If your thru axle isn't torqued to spec, things can start to move around under load.
I can also see it being possible that the wheels went out the door with not enough lube applied. I think the current production is that the lube for the pawls and pawl springs is applied by machine and therefore should be consistent, but the waterproof lube on the weather sealing ring is applied by hand. But... when you're mass-producing things; that 0.1% probability goes from "if" to "when."
Anyway, the production / QC team are investigating and improving.
As for customer service these days. I'm aware the response time has gotten longer. It was at it's worst about 2 weeks go. It's slowly getting better now. There's a few more people in the customer service department, and many more being trained. (Part of the reason we needed to move to a bigger office.
)If anyone is still struggling to get a response, please send your last email again, change the 'priority' of the email to 'high' and check your spam folder that our replies haven't fallen in there. Bare with us as we get back up to speed after the move.
