I’m looking for some advice, I purchased a chain tensioner from Superstar Components:
This device turned out to be absolutely useless, as well as their customer service (I’ll get onto that).
Due to the lack of information on Superstar’s site, I ordered that chain tensioner with the assumption that I can install it as follows:
I went for a quick test ride, and the device was constantly clunking. I did some digging around, and found some useful posts on forums which suggest I was installing the device slightly wrong (always good when you can’t find any useful information on the seller’s site).
The recommended way:
I set about reinstalling the device, but a wasteful few hours later I really can’t get it to work as per the second photo. The chain tensioner constantly rams the chain straight into the chain stay, otherwise there isn’t enough tension to ride. I’ve shortened the chain as much as I possibly can, I’ve even tried a half link.. There is nothing more that can be taken off the chain at this time.
Superstar’s Terrible Customer Service
I did email Superstar explaining the situation and how unsuitable this device is for my requirements; had I known it didn’t work the way I require, then I wouldn’t have ordered it.
Their response was nothing more than useless; they immediately set about blaming the issue on me. They included instructions on how to install the item (why did I have to email for this?), and told me that the majority of the fault is down to the installation and not the item; fair enough, but my email was simply stating how unsuitable it is for my needs.
I have tried every possible way, I’ve even had a friend waste a considerable amount of time on this, and we simply can’t get it to work. So their instructions were useless, we tried their way, and every variety of that list.
Anyway, I reminded them of my first email, and politely asked if they can offer me a refund; most companies at this point are more than happy to issue a refund, even if the issue was entirely my fault - take Chain Reaction Cycles as an example, they refund me regardless (ordered something the wrong size, etc), and they pay for all postage costs; even to get the new item sent back to me.
However, Superstar are reluctant to customer satisfaction, and informed me that if I was to return the device and no fault was found, I would; a) not receive a refund, b) have to pay to post the item, and c) have to pay to collect the item. Now just to remind you, I’m not claiming for a fault in the device, I’m simply stating that it is not suitable, so in my circumstance I would face all these charges just because the item is not at all faulty (how is this acceptable?). They can easily take the device and resale it, what’s to lose?
I don’t usually publicise my bad experiences, but the lack of support from Superstar has frustrated me; I’ve mistakenly ordered an item due to the lack of information they provide, and I’m now told I’m stuck with it. I hope you can all avoid the company for this sake.
To highlight how stingy they are being, the item is worth £16.99.
Says a lot about their products, if even they don’t want it back…
What can be done with the chain tensioner?
As I’m stuck with this device, I was wondering if anyone here has had to take one of these apart to reverse the mechanism? If so, would you recommend me doing this? After all, if I break it, then I guess I can send it back to Superstar as broken and get a refund [huh, if only].
Alternatively, do you know of any good chain tensioners out there for my single speed set up? I require the tension to be applied downwards (as per the first image).