[Lenny7]

Bought a cassette from them and I'm having a problem with it, not going to go into the problem but I emailed customer support and they asked to send pictures and I did. Then they asked to send a video and I did. Then they ghosted me. Stopped returning my emails. To top it off I received an email yesterday asking how would I rate their service. I'm not a glutton, so I'll find another brand to throw my money at.

 

[WhatsUpcountry]

How long have you been waiting? I had to warranty a rim recently and didn't have an issue.

 

[RacerLex]

Are they abandoning a sinking ship or moving to a better place... ?

 

[jeremy3220]

My experience with e13 has been terrible products but great warranty. Although it's been a year or so since I've dealt with them or owned one if their products.

 

[Lenny7]

How long have you been waiting? I had to warranty a rim recently and didn't have an issue.

Almost 4 weeks. There were a few days they were closed for the holidays. I'll spot them that. The last straw was them closing my ticket and sending the email asking how my experience was. They also sent me an email that said their offices would reopen January 2 after the holidays. They sent that on January 10th. Huh?

 

[Smiles for miles]

Is it a helix assembly problem? I struggled with that at first but figured it out if you want my take.

 

[Lenny7]

Is it a helix assembly problem? I struggled with that at first but figured it out if you want my take.

It's a XCX. It so bizarre. I didn't install it right , first XD. That's on me but that's not the problem, there is a tiny screw that holds the the 2 clusters together and it won't come out. It just spins. I've tried everything and I can't get it out. So the rear wheel is useless. They might not can help me but tell me that. I am literally taking an angle grinder to it on Saturday.

 

[Smiles for miles]

I know what you mean. It is a tiny screw. If I remember right the torque number for the screw is very low, maybe because it's prone to strip in the aluminum. My issue was compressing the two cassette parts together enough to get the tabs under the other tabs. Once I figured out it required a lot of force it worked.

 

[Lenny7]

I figured it was stripped, but I've removed stripped screws before. Usually if you apply pressure to the back as you unscrew it, it will back out. It like it has bearings. It's weird.

 

[Smiles for miles]

Yeah you'd figure that if it turns freely you should be able to pull it out. Maybe there's a bushing that broke free but is held in some other way. The second time I assembled the helix I was very gentle with that screw so maybe I dodged that problem. The screw is not a fastener really but just a way to prevent the cassette from twisting open. Good luck!

 

[bingemtbr]

No experience with e13. I would offer that I've had great luck with Praxis. They've warrantied two cassettes in the last 6-7 years for me. Sent them the photos of the failed cassette and a copy of the receipt; a new cassette showed up around a week later. I'm uncertain if Praxis still offers cassettes though. I was using a 10sp, wide range cassette on my 26" trail bike.

 

[kevine1785]

Have you tried drilling it out with an extractor or a left handed drill bit?

 

[Lenny7]

I have. The bolt spins both ways. I tried holding it still with a hex and drilling the back, but it hard to get to. Because of spokes I have to drill an an a angle on a flat surface. Not much luck.

 

[milehi]

I called them to ask about spacing a crank correctly. A total stoner dude answered and told me to just keep trying spacers until it was right. No **** Sherlock. I bought some Turbines instead. I won the cranks and ring in a raffle at a race so I wasn't out anything.