[dtownmtb]

So I got a 1Fg a little over 2 years ago. Got the one with the Spot rear hub.

The axle broke on the rear hub before Thanksgiving. Went down to my LBS and had them contact Spot about getting a replacement. It is obviously out of warranty, so I'm willing to pay for another hollow aluminum axle. LBS says it'll be at least a week. Understandable given the holiday. Over the course of the next 3 weeks, the rep at Spot tells my LBS on 2-3 occassions that it is going on the machine the next day. Still, no axle. So I call the guy my LBS has been talking to last Tuesday (20th). He says he'll check with his supplier and get back to me. Gets back same day and says his supplier says the axle will be machined the next day (heard that before a few times). He said he had an axle sitting around that he could priority mail (at this point good customer service would dictate overnight) to my LBS. I'm desparate, so I say please do it. Today is the 28th, no axle arrived. I called Spot - they are on vacation this whole week.

Anyone else have dealings with these folks? I can't help but feeling they are just f'ing with me and have no intention of getting me the part I need. I'm trying not to go ballistic, but this is some of the worst customer service I have had in quite some time.

So is it time to go postal on these folks, or should I just chill? Does it really take over a week for priority mail to go from Washington state to Pennsylvania?

Not digging riding my son's geared bike. Want to get back on the SS.

 

[Tracerboy]

So

The axle broke on the rear hub before Thanksgiving. Went down to my LBS and had them contact Spot about getting a replacement. It is obviously out of warranty, so I'm willing to pay for another hollow aluminum axle. LBS says it'll be at least a week. Understandable given the holiday. Over the course of the next 3 weeks, the rep at Spot tells my LBS on 2-3 occassions that it is going on the machine the next day. Still, no axle. So I call the guy my LBS has been talking to last Tuesday (20th). He says he'll check with his supplier and get back to me. Gets back same day and says his supplier says the axle will be machined the next day (heard that before a few times). He said he had an axle sitting around that he could priority mail (at this point good customer service would dictate overnight) to my LBS. I'm desparate, so I say please do it. Today is the 28th, no axle arrived. I called Spot - they are on vacation this whole week.

Sounds like someone seriously dropped the ball on shipping the in-stock axle. Wonder why they didn't just send that one in the first place, instead of telling stories about machining up a new one. Moreover, I wonder why they have no backstock of axles in the first place. I think you're justified in being pissed -- not sure if going ballistic will help. Riding that geary probably couldn't make your mood any worse though!

 

[dtownmtb]

Sounds like someone seriously dropped the ball on shipping the in-stock axle. Wonder why they didn't just send that one in the first place, instead of telling stories about machining up a new one. Moreover, I wonder why they have no backstock of axles in the first place. I think you're justified in being pissed -- not sure if going ballistic will help. Riding that geary probably couldn't make your mood any worse though!

On this morning's ride (yeah, some of us took the week off), I tried to do this tough climb in a really low gear. Got nowhere. The SS forces me to do it in a much higher gear, which actually works better. F'ing gears.

 

[Marrkie]

Never trust your LBS to order something you need urgently.....

Before you chew out spot I would be certain that your LBS did not just forget to order your axle. It is not that uncommon a story.

 

[dtownmtb]

Never trust your LBS to order something you need urgently.....

Before you chew out spot I would be certain that your LBS did not just forget to order your axle. It is not that uncommon a story.

No, I'm very tight with the LBS. He is actually now going after Cannondale to see if they can send me a wheel or something till this gets sorted out.

 

[Allroy]

I've heard things like this before...

about Spot, that and that the hubs were less than stellar. I have never owned or had any personal dealings with them so I can't speak from personal experience though.

Have you thought about getting a new rear hub that is easier to service and uses standard parts? Surly's are bombproof and everything is readily available through QBP. I also like the Paul Disk WORD hubs, little more money, but nicer stuff.

Good Luck,
-j

So I got a 1Fg a little over 2 years ago. Got the one with the Spot rear hub.

The axle broke on the rear hub before Thanksgiving. Went down to my LBS and had them contact Spot about getting a replacement. It is obviously out of warranty, so I'm willing to pay for another hollow aluminum axle. LBS says it'll be at least a week. Understandable given the holiday. Over the course of the next 3 weeks, the rep at Spot tells my LBS on 2-3 occassions that it is going on the machine the next day. Still, no axle. So I call the guy my LBS has been talking to last Tuesday (20th). He says he'll check with his supplier and get back to me. Gets back same day and says his supplier says the axle will be machined the next day (heard that before a few times). He said he had an axle sitting around that he could priority mail (at this point good customer service would dictate overnight) to my LBS. I'm desparate, so I say please do it. Today is the 28th, no axle arrived. I called Spot - they are on vacation this whole week.

Anyone else have dealings with these folks? I can't help but feeling they are just f'ing with me and have no intention of getting me the part I need. I'm trying not to go ballistic, but this is some of the worst customer service I have had in quite some time.

So is it time to go postal on these folks, or should I just chill? Does it really take over a week for priority mail to go from Washington state to Pennsylvania?

Not digging riding my son's geared bike. Want to get back on the SS.

 

[dtownmtb]

about Spot, that and that the hubs were less than stellar. I have never owned or had any personal dealings with them so I can't speak from personal experience though.

Have you thought about getting a new rear hub that is easier to service and uses standard parts? Surly's are bombproof and everything is readily available through QBP. I also like the Paul Disk WORD hubs, little more money, but nicer stuff.

Good Luck,
-j

yeah, my next hub will definitely be something better. I've already had to replace the bearings in this one. Problem is, I had the wheel rebuilt a few months ago at no little cost. Don't want to just throw that out.

 

[itsdoable]

Spot is located in Vancouver BC, your lbs is probably going through Cannondale in Pennsylvania. I've always delt with Spot directly (even when the hub came from Brodie), and their CS was very good. However, being a small operation, you may have to be patient over the holidays.

RE: broken axle - we've had a few of those. It's designed as a light hub, and therefore uses an aluminium axle. If the axle bolt does not go into the axle far enough (past the threaded neck) then the axle is prone to breaking - Brodie spec'ed a chain tug on the bike, which didn't allow the bolt to go in far enough, and as a result we all broke the axle at the neck. Spot replace the axle immediately, and said to use a longer bolt (supplied) or don't use the chain tug as it's not required. We all lost the tug, and have beeen fine since. In the case that you need a stronger axle, they have a steel option.

Bearings - Spot uses Enduro bearings, same as most others (Pauls, Surly, etc...) and we've had similar life with them all. We usually replace them with SKS bearings, which last alot longer. With bearings, you get what you pay for. The Spot hub allows pre-load adjustment, which extends the life of the bearings, but the Spot preload is a pain to set.

PS - You could always put a $10 BMX cog + spacers on your Son's real wheel and use it on your 1FG...

 

[Sparticus]

Don't go ballistic

... So is it time to go postal on these folks, or should I just chill? ....

Don't go ballistic, it never helps. At best they'll construe your actions as justifying a perception of you as an unreasonable, whacked out, egocentric jerk who doesn't appreciate the "realities" of a company like theirs trying to provide good customer service. At worst they just won't care.

In any case it won't help.

Find out who's closer to the top and write a letter or an email to them. If email, include a link to this thread so Spot can see the potential damage to their good reputation if this sort of thing continues.

The success of a company is won one happy customer at a time. Companies buy advertising to reach prospective customers with their pitch but nothing is more credible than word of mouth. (I know this; I work in advertising.) With the advent of web boards like this one, a bad experience can reach a lot of people and do plenty of damage. Help Spot understand that serving you well is in both your best interests.

Meanwhile, what's behind you is behind you and can't be changed. Sorry if I sounded preachy.

--Sparty

 

[Elk]

I understand your frustration, but please be aware that Spot is a small operation. Customer service issues are generally handled by one of two people--Mike or Jessica.

 

[dtownmtb]

Thanks all for the comments

I understand your frustration, but please be aware that Spot is a small operation. Customer service issues are generally handled by one of two people--Mike or Jessica.

My LBS and I have been talking to Mike. He seems sincere, but I get suspicious after being told more than once that it should be "on the machine" tomorrow. I'd have been much happier if they would have told me in the first place that it would be 6 weeks.

itsdoable - I thought about the whole holiday thing, but there was no holidays between Thanksgiving and Xmas. Yeah, I can see that the hollow aluminum axle is not made to last. Unfortunately, this is what came with my bike, so didn't have a choice. No chain tugs on this bike, it has vertical dropouts (EBB). I did put better quality bearings in there over a year ago and they are still running smooth. All the other wheels/bikes I have are v-brake only so they can't be used on the 1FG.

Sparty - I hear what you are saying, but the frustration level is rising. I'll just have to call next week (when they are back in) and have a rational discussion with them.

Perhaps I have been spoiled. Just about every other bike company I have dealt with had superb customer service.

 

[beerman]

I would say skip the middle man. The folks at Spot are great to deal with. Contact them directly. you can find the contact info at
www.spotbikes.com

Your friendly neighborhood Spot Brand Whore

 

[shiggy]

Spare wheels are good! Even a cheap gearie rear wheel will work in your 1fg and keep you riding.

 

[Molasses]

SPOT Customer Service

I have had extensive customer service experience with SPOT. I broke two of their frames after alot of use. The first time I wasn't sure what to expect- will they replace/ repair it or give me the run around? Spoke/emailed Mike a few times, had to wait a few weeks but got the frame repaired and painted a non-stock color for having me wait a little longer than usual. About 18 months later I noticed hairline cracks in the frame. Okay, frame issue number two this will NOT be easy to work through. WRONG. Mike asked for the frame, inspected it and gave me a new frame. AWESOME! AWESOME! AWESOME!

Now it does seem to take some time to work through the issues (a few weeks but hey we are talking about a frame here!) but they stand behind their products. I put alot of miles on my rear spot hub and after it finally gave up the ghost I moved to a set of White Industry Hubs, Cranks and freewheels- butter all the way.

Good luck.

 

[Fast1000]

1fg.

Hi,
I am new to this Singlespeed stuff and bought a 1FG.
I did'nt like how heavy the wheels were with straight 14G spokes!
I am now using a DT Swiss Hugi 240 gearie disc hub with King spacers and 3 King cogs(16T,17T,18T cogs) 14/17 DT revolution spokes and Stan's Olympic rims!
If I want to use a different gear, all I have to do is mess with the EBB!
I like the idea that I can use this wheel on all my MTB bikes now by just swapping out cassettes.

 

[Farmboy]

I understand your frustration, but please be aware that Spot is a small operation. Customer service issues are generally handled by one of two people--Mike or Jessica.

Being a small business doesn't excuse you from having integrity. If they say they're going to do something, they should do it. Period. I've heard multiple stories about this same kind of thing with Spot. Sounds like if anything they're inconsistent. Maybe sometimes they're just too busy to handle their workload.

 

[dtownmtb]

--Update--

Talked to Spot yesterday (their first day back from vacation). Mike wasn't sure if my axle went out when he said it would. Said he'd check on it.

Called again today. He said he sent me an axle from his own wheel yesterday. Assuming that this actually happened, I must have become annoying enough to deal with. He also said that when they get the new axles (the are stainless instead of aluminum - good change) he'll send one out for me.

If all this occurrs as promised, I'll be glad to have it over, but have not enjoyed the process at all. Fingers crossed that I get an axle before the weekend.

 

[rpet]

So - you have 2 years on a very light rear hub with an aluminum axle and no warranty, and you are possibly going to get a *free* axle replacement?

Sounds pretty good to me.

-r

 

[Padre]

I had the spot hub on my bianchi. i'd ride it 3 months, then it would need a rebuild.

no thanks.

 

[Sparticus]

Yo, Pod

What kind of rear hub are you using these days? That is to say, what holds up to your special brand of abuse?

--Sparty

I had the spot hub on my bianchi. i'd ride it 3 months, then it would need a rebuild.

no thanks.