J [redacted] - I am confused As you saying I told you I inspected the returned wheel before you sent it to me? I don't know how or why I could possibly have done that But maybe there is some confusion My records show that I sent a replacement wheel Since I have never, in years and about 30,sets of wheels seen that problem happen, and if it happened to you on both wheels I could understand my belief that there is something wrong somewhere else on the bike.There is no need to document any of this I just would like to know in your own words what happened
I responded to this customer's complaint and have not heard anything back from him until this time The original shipment was delivered 10/with the USPS tracking number [redacted] I send him a new front wheel on 11/with this tracking number [redacted] This clearly shows that I fixed the problem I have not heard back from him since that time.I have been selling bicycle wheels for years and was a wheel consultant and I have never seen the problem Jacob mentions I inspected the wheel he returned and there was nothing wrong with it but I sent him a new wheel anyway.That is the status that I am aware of I also do not understand why he's waiting months to bring this up.Thanks - J***
I responded to this customer's complaint and have not heard anything back from him until this time. The original shipment was delivered 10/5 with the USPS tracking number 94[redacted]93 I send him a new front wheel on 11/11 with this tracking number...
94[redacted]44 This clearly shows that I fixed the problem. I have not heard back from him since that time.I have been selling bicycle wheels for 15 years and was a wheel consultant and I have never seen the problem Jacob mentions. I inspected the wheel he returned and there was nothing wrong with it but I sent him a new wheel anyway.That is the status that I am aware of. I also do not understand why he's waiting 6 months to bring this up.Thanks - J[redacted]
Complaint: 11394778
I am rejecting this response because:
J[redacted],
I have been very detailed in my descriptions all along. You have said to two separate occasions that you found nothing wrong with my returned wheel. However, I have never returned any wheel to Neugent. I sent you a detailed description of how my wheel parallelism was out of spec and you just sent me another wheel. That is all. The second wheel you sent me is suffering from the same issue as the first though, except it's braking surface is actually more out of parallel than the first (.011 of an inch). I checked every component on my bike and found no issues. I also mounted this front wheel on three separate bikes and duplicated the vibrations on each. Assuming that it could have been an issue with my bikes setup, one of those bikes I mounted the wheel up to was not even a bike that belonged to me. I understand your frustration, but I hope you can see mine also. I have been cycling for years and have never experienced any issues such as this before these a310cw's. I have since purchased another set of wheels and they are working perfectly fine on my bike.
In addition, I took my bike in for an inspection and had someone else check the brakes and head unit, and they found no problems. This was after I performed all of your suggestions (new pads, clean brake surfaces, etc....) to eliminate this vibration, but ultimately came to the conclusion that it was the front wheels and not any of my bike components.
I mounted all of these tires very meticulously using the provided tire beed-wrench and could see no problems with the installation. It was simple.
I would also think there would be an issue with the rear wheel too if there was something I was doing consistently wrong during the installation process.
Suggestion:
If you would please take one of these rims back for failure analysis and check the parallel runout yourself, or just mount it on a bike and do a couple high speed stops you could experience this vibration for yourself. You will also see that this rim has not been damaged or abused in any way.
As I stated before, I would be happy to send it back, and even pay for the repairs, IF you find that the wheel has been damaged from my abuse, but I seriously doubt that will be the case. In the end, the data doesn't lie. The rim parallelism is out of spec. How it got that way, I honestly don't know.
Look, I'm an avid cyclist, bike mechanic, and engineer who just can't seem to come to any other conclusion other that these wheels have too much variation in their braking surface's parallelism. Maybe there was a run of bad rims and I just happened to get two in a row. I don't know. However, it's not uncommon for batches of parts to suffer from the same manufacturing defects.
I would sincerely appreciate any suggestions you have for me and I'm willing to work with you, but not responding to any of my previous attempts to contact you has lead me to this forum.
Regards,
J[redacted]
I am rejecting this response because:
1) Neugnet cycles claims that they have "not heard anything back from me in six months" (since 11/11/15)
The following is a brief timeline of E-mail correspondence between J[redacted] and Neugent Cycles:
Feb 11 - J[redacted] contacts Neugent Cycles about persistent vibration issue with front wheel.
Feb 11 - Neugent Cycles response:
"There was nothing wrong with the wheel you sent back."
I think you need to figure out what is wrong on your end. - J[redacted] (Owner of Neugent Cycles)"
Feb 11 - J[redacted] contacts Neugent Cycles with photographic proof that the "sent back" wheel was still in J[redacted]'s possession and that no Failure Analysis had been performed.
No response from Neugent Cycles.
Feb 18 - J[redacted] contacts Neugent Cycles for further resolution.
No response from Neugent Cycles.
Feb 25 - J[redacted] recontacts Neugent Cycles for further resolution.
No response from Neugent Cycles.
2) I still have both defective wheels in my possession. There is no possible way that Neugent Cycles' claim stating "there is nothing wrong" with the wheels
was ever confirmed.
Regards,
J[redacted]
J[redacted] - I am confused. As you saying I told you I inspected the returned wheel before you sent it to me? I don't know how or why I could possibly have done that. But maybe there is some confusion. My records show that I sent a replacement wheel. Since I have never, in 15 years and about 30,000 sets of wheels seen that problem happen, and if it happened to you on both wheels. I could understand my belief that there is something wrong somewhere else on the bike.There is no need to document any of this. I just would like to know in your own words what happened.
J [redacted] - I am confused As you saying I told you I inspected the returned wheel before you sent it to me? I don't know how or why I could possibly have done that But maybe there is some confusion My records show that I sent a replacement wheel Since I have never, in years and about 30,sets of wheels seen that problem happen, and if it happened to you on both wheels I could understand my belief that there is something wrong somewhere else on the bike.There is no need to document any of this I just would like to know in your own words what happened
I responded to this customer's complaint and have not heard anything back from him until this time The original shipment was delivered 10/with the USPS tracking number [redacted] I send him a new front wheel on 11/with this tracking number [redacted] This clearly shows that I fixed the problem I have not heard back from him since that time.I have been selling bicycle wheels for years and was a wheel consultant and I have never seen the problem Jacob mentions I inspected the wheel he returned and there was nothing wrong with it but I sent him a new wheel anyway.That is the status that I am aware of I also do not understand why he's waiting months to bring this up.Thanks - J***
I responded to this customer's complaint and have not heard anything back from him until this time. The original shipment was delivered 10/5 with the USPS tracking number 94[redacted]93 I send him a new front wheel on 11/11 with this tracking number...
94[redacted]44 This clearly shows that I fixed the problem. I have not heard back from him since that time.I have been selling bicycle wheels for 15 years and was a wheel consultant and I have never seen the problem Jacob mentions. I inspected the wheel he returned and there was nothing wrong with it but I sent him a new wheel anyway.That is the status that I am aware of. I also do not understand why he's waiting 6 months to bring this up.Thanks - J[redacted]
Complaint: 11394778
I am rejecting this response because:
J[redacted],
I have been very detailed in my descriptions all along. You have said to two separate occasions that you found nothing wrong with my returned wheel. However, I have never returned any wheel to Neugent. I sent you a detailed description of how my wheel parallelism was out of spec and you just sent me another wheel. That is all. The second wheel you sent me is suffering from the same issue as the first though, except it's braking surface is actually more out of parallel than the first (.011 of an inch). I checked every component on my bike and found no issues. I also mounted this front wheel on three separate bikes and duplicated the vibrations on each. Assuming that it could have been an issue with my bikes setup, one of those bikes I mounted the wheel up to was not even a bike that belonged to me. I understand your frustration, but I hope you can see mine also. I have been cycling for years and have never experienced any issues such as this before these a310cw's. I have since purchased another set of wheels and they are working perfectly fine on my bike.
In addition, I took my bike in for an inspection and had someone else check the brakes and head unit, and they found no problems. This was after I performed all of your suggestions (new pads, clean brake surfaces, etc....) to eliminate this vibration, but ultimately came to the conclusion that it was the front wheels and not any of my bike components.
I mounted all of these tires very meticulously using the provided tire beed-wrench and could see no problems with the installation. It was simple.
I would also think there would be an issue with the rear wheel too if there was something I was doing consistently wrong during the installation process.
Suggestion:
If you would please take one of these rims back for failure analysis and check the parallel runout yourself, or just mount it on a bike and do a couple high speed stops you could experience this vibration for yourself. You will also see that this rim has not been damaged or abused in any way.
As I stated before, I would be happy to send it back, and even pay for the repairs, IF you find that the wheel has been damaged from my abuse, but I seriously doubt that will be the case. In the end, the data doesn't lie. The rim parallelism is out of spec. How it got that way, I honestly don't know.
Look, I'm an avid cyclist, bike mechanic, and engineer who just can't seem to come to any other conclusion other that these wheels have too much variation in their braking surface's parallelism. Maybe there was a run of bad rims and I just happened to get two in a row. I don't know. However, it's not uncommon for batches of parts to suffer from the same manufacturing defects.
I would sincerely appreciate any suggestions you have for me and I'm willing to work with you, but not responding to any of my previous attempts to contact you has lead me to this forum.
Regards,
J[redacted]
I am rejecting this response because:
1) Neugnet cycles claims that they have "not heard anything back from me in six months" (since 11/11/15)
The following is a brief timeline of E-mail correspondence between J[redacted] and Neugent Cycles:
Feb 11 - J[redacted] contacts Neugent Cycles about persistent vibration issue with front wheel.
Feb 11 - Neugent Cycles response:
"There was nothing wrong with the wheel you sent back."
I think you need to figure out what is wrong on your end. - J[redacted] (Owner of Neugent Cycles)"
Feb 11 - J[redacted] contacts Neugent Cycles with photographic proof that the "sent back" wheel was still in J[redacted]'s possession and that no Failure Analysis had been performed.
No response from Neugent Cycles.
Feb 18 - J[redacted] contacts Neugent Cycles for further resolution.
No response from Neugent Cycles.
Feb 25 - J[redacted] recontacts Neugent Cycles for further resolution.
No response from Neugent Cycles.
2) I still have both defective wheels in my possession. There is no possible way that Neugent Cycles' claim stating "there is nothing wrong" with the wheels
was ever confirmed.
Regards,
J[redacted]
J[redacted] - I am confused. As you saying I told you I inspected the returned wheel before you sent it to me? I don't know how or why I could possibly have done that. But maybe there is some confusion. My records show that I sent a replacement wheel. Since I have never, in 15 years and about 30,000 sets of wheels seen that problem happen, and if it happened to you on both wheels. I could understand my belief that there is something wrong somewhere else on the bike.There is no need to document any of this. I just would like to know in your own words what happened.