Last Saturday I worked on two sets of PlanetX / On One wheels for a friend, Lee. I am airing his dirty laundry in public because I am appalled by the company's attitude towards him; presumably they treat many other customers the same.
The front and rear Planet X AL30 road wheels suffered massive play within 9 months (around 2500 miles of use), he reported this by email months ago to their customer service and was told to dismantle the hubs himself and to buy and fit new bearings...on nine month old wheels!
We visited them one weekend ages ago hoping that they would be better face to face and we were told that they didn't know what the bearings were, on their own branded product! We were told to go to City Bearings to buy some once we had dismantled the hubs to find out the numbers. The wheels sat unusable and untouched until last weekend. I only dealt with the rear hub but the front is in a similar state.
Now the story of the On One XC wheels, which I find even more shocking, the wheels came on a full build Whippet that he purchased brand new from On One last autumn. He was experiencing hub slip and bearing feel and wanted to investigate so tried to remove the cassette, only the first two sprockets would come off so he asked me if I'd have a look. I dismantled the rear hub and one or two of the pawls in the freehub had visibly worn out engagement points. The cassette would not budge and I didn't want to risk damaging things so we drove the lot to PlanetX at Magna.
We explained the situation to the sales assistants and they brought up the original sales invoice, it was well under a year since Lee bought the mountain bike, he still had the original tyre on the wheel! One of the assistants commented that he thought it was fair enough for bearings to wear out within a year and that it didn't seem like a problem that the bearings in a hub might wear out before a tyre did. They also looked at the pawls and the lad said that they looked fine, in spite of visible wear. They mentioned crash replacement discount too! Crash replacement! Why did they suggest crash damage?
We left the lot with them and after a weeks email tennis they say;
They will replace the bearings in the road wheels for £30 which they claim is what it would cost them. Yes you might argue they are now just over a year old, but the problem was reported long before this.
They have apparently removed the cassette and say that there's nothing wrong with the rear hub.
They said the cassette would have dug in because the locking ring was not done up...they fitted it when supplying the bike and it was apparently very tight when Lee undid it.
So, for the last week Lee has been without the use of his XC bike and having to ride his singlespeed which is an On One Gimp! How's that for brand loyalty, you'd think they'd treat him better.
He's got his wheels back now and they haven't even put the rear hub back together to check the freehub!