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Why I'll never buy another Spinergy product...(8 posts)

Why I'll never buy another Spinergy product...bikenj
Jul 2, 2003 6:05 AM
I just picked up a pair of Xaero lites and noticed some movement (not flex) left to right when mounted in the fork and I hadn't even ridden them yet.

I immediately contacted Spinergy first by phone, then email and finally via my LBS:

Phone call – I explained the issue and they responded with, "They should be nice a tight right out of the factory, but try tightening the hubs." I tried it and the problem still exists.

Email - Recapped the phone call, remedy and result..."Visit our technical specs section. Thank you contacting Spinergy.". What?!?! And how does this help me? I'm having an issue with one of your newest products, and not to mention, a relatively expensive one that I just purchased! Okay.getting nowhere via these channels. So I took the wheel to my LBS.

Note: I purchased the wheel set through a reputable online merchant, not the LBS.

LBS – A pro team mechanic validates the issue and tried tightening the hubs with no success. He theorizes the hub was over machined a couple of millimeters and therefore the internals aren't fitting properly. So we get Spinergy on the phone and they were less then willing to help.

LBS - "We have a customer who's wheel has some movement left to right when mounted."

Spinergy - "They need a hub kit."

WAIT. We didn't even tell Spinergy what type of wheel it was. Call me suspicious and cynical, but it sounds as if they are aware that problem existed. Or maybe I'm just paranoid..moving on.

LBS – "Okay, how do we get one?"

Spinergy- "Well we can't send you the hub kit in-good-faith without first receiving the problem hub." i.e. create an inconvenience for you and more out-of-pocket expense. Or "You or the customer can pay the $45 plus shipping for the kit, send the old hub back and we'll credit you back the money if we find a problem."

OK.I ask the mechanic for the phone to speak with Spinergy. I explain that
I just spent a lot of money "in-good-faith" that the Spinergy product I was purchasing was going to fulfill their brand's promise. However, I'm also a realist and understand these things sometimes happen, but when something does go wrong, or in this case is a defect, I expect the product manufacturer to take ownership of their product and make it right.

It seems I wore Spinergy down with some common-sense customer service and best-practices.

Spinergy- "Fine.I'll send the hub kit to the shop. I don't want to discuss this anymore."

Me- "Thank you"

Now it's a wait and see game.Spinergy indicated the kit would arrive this week.Let's just say, considering how reluctant Spinergy was to help and take ownership of situation, I'm not going to hold my breath nor buy another Spinergy product.

I learned later from the shop owner that they wont carry Spinergy products due to their poor service and support..I can't say I blame them.

P.S. It was a 50/50 shot whether I called Spinergy or the Merchant. It just happened that I had Spinergy's number in my hand at the time.
Haven't riddent them yet?filtersweep
Jul 2, 2003 6:18 AM
End your misery now and return them for a refund or credit. You really started off on the wrong foot, and you'll likely NEVER be happy with the wheels.
Spinergy needs better Support and Quality !!fastbikeboy03
Jul 3, 2003 12:26 PM
I purchased a pair of Xeros from supergo a few months ago and the wheels are good quality with a few problems:
1. The supplied rim strips are to thin and led to 2 blowouts.
2. Spoke broke within 100 miles on the rear drive side.
3. front hub bearings are not centered properly and bind on one side.
4. the stickers were falling off (due to oil residue).

****
I e-mailed Spinergy and they sent me some stickers, thank you. However the for the spoke, my LBC ordered them 2 weeks ago am I am still waiting ... For the rim strips, they said to put on velox - duh - I already did, what about the tubes? They will not re-imburse, good thing I was not decending! The hub, well, I just keep on riding because It rolls and I don't want to wait for a year to get my wheel back ! Good wheels for the price, but need better support and quality assurance/control....
If the shop is reputable, then return the bad wheelspookyload
Jul 2, 2003 9:34 AM
If it was someone like supergo, performance, or nashbar, they will refund or replace the wheel with ease. If it was a smaller online seller, you might have to work it some. Even they should have no problems if it hasn't been ridden yet. As for Spinergy, that sounds about right. I had a couple pairs of wheels from them, and I found when you need work done or warranty, to go to a shop that is a spinergy dealer. They are much more helpful to those shops as they carry their product. I am suprised your LBS was even willing to help you with a product you bought online. Most shops will leave you high and dry with online purchases.
If the shop is reputable, then return the bad wheelbikenj
Jul 2, 2003 10:10 AM
Good relationships with your LBS go a along way...And an occaional good six pack always helps.

Going back to merchant is always an alternative, considering that if you carry a product you're indicating that you stand behind the product, its quality and performance.

However, now it's matter of principle with Spinergy and they should stand behind their products, period.

I can't stand those that wont take ownership and it's truly sad that it's all to prevalent in our society.
Good to know these things since I'm in the market for wheelsandydave
Jul 2, 2003 5:49 PM
thanks for sharing
Spinergy needs better Support and Quality !!fastbikeboy03
Jul 3, 2003 12:29 PM
I purchased a pair of Xeros from supergo a few months ago and the wheels are good quality with a few problems:
1. The supplied rim strips are to thin and led to 2 blowouts.
2. Spoke broke within 100 miles on the rear drive side.
3. front hub bearings are not centered properly and bind on one side.
4. the stickers were falling off (due to oil residue).

*** I e-mailed Spinergy and they sent me some stickers, thank you. However the for the spoke, my LBC ordered them 2 weeks ago am I am still waiting ... For the rim strips, they said to put on velox - duh - I already did, what about the tubes? They will not re-imburse, good thing I was not decending! The hub, well, I just keep on riding because It rolls and I don't want to wait for a year to get my wheel back ! Good wheels for the price, but need better support and quality assurance/control....
Spinergy needs better Support and Quality !!bikenj
Jul 5, 2003 6:56 AM
I had the same blowout issue with the rim strips...they're garbage.

Again, I will never buy another Spinergy product and highly recommend everyone looks to a alternative company that will stand behind and support/service their products.