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Having constantly read about the many issues the STW forum have with dropper posts, my expectations of my two KS i900s is reasonably low, ie its a great idea but the newish technology means I can forgive it when it decides to stop working, usually half way through a ride, and for no apparent reason. Rather than send for a service, i'm resigned to regular diy servicing and cable twiddling, which usually sorts things out.
Things took a turn for the worse at the weekend however when the little red lever attaching the remote cable to the post fell off. On inspecton of my other post i saw that the lever was held in by a tiny screw (also fell off), so rather than sent away under warrently I contacted the distributor to see if they could send me out a replacement.
Apparently however its not under warrenty as 'it happened under normal riding' and it should have been loctited in. Given I'd never touched the screw on the post in the 6 months of having it (doesn't say anything about having to in the maintenance guide) I pointed out it might not have been put together correctly in the first place, and that since I'd spunked £400 quid on their posts it would be nice for them to send one for free....nothing doing however
Anyway, to cut a long story short I have to buy the replacement parts from superstar...8 quid for the lever I can just about cope with..but 4 quid for the screw to hold it in is just taking the pee pee!!!! Yes I know its not alot in the grand scheme of things but its the principle..especially as I'm convinced it should be fixed under warrenty!
rant over....
That is rubbish customer service, but I'd expect nowt less from Pooperstar. Hope would have sent it for free.
Hope would have probably sent the courier around to collect the post, take it abck to the factory for fixing and polishing and then sent it back for free. You pays your money etc......
to be fair to superstar it was Pure sport who distribute the post under their name I spoke to, who then told me Superstar was the place to go to get the parts.
I bought the post in wiggle who told me to send it back to them for inspection. Barely seems worth while once I've spent the money on postage! Thought I could save everyone a load of hassle and postage and fix it myself!
BUt yeah you're right, it not great customer service is it!
Superstar in worthless warranty shocker. Sorry for your hassle but the least surprising post of the year, they are famous for fobbing off claims, and refer to the importer as a separate entity to pass the buck when its the same person. I will never use SS purely based on their reputation.
Edit, don't be fooled, pure sport IS superstar.
To be fair, you should be going through Wiggle and not direct to the distributor. Give Wiggle a chance to source the parts for you.
Come to think of it, I'm sure Hope could make a really good dropper post...
Rachel
What so you use the JRA, never touched it excuse and just expect them to believe you? 🙄
They could, but we'd see pics next year then the actual post some time in the late 2050s...
Whats the 'JRA' excuse?
Yeah you are right I should send it to wiggle. But given they will then send it on to the Pure Sport, who have already told me its not going to be covered by warrenty, I'm thinking its probably not really worth doing.
Other than the principle, I guess I'm just staggered that one screw can cost 4 quid!
So have you lost the lever, hence the need for replacement?
The cost of the screw is crazy. Do you know what size it is? Can you not take the screw you have to a fasteners shop or hardware shop and ask for 'one of these please'?
Probably cost you less than £0.10
Why not go to an engineering supplies place on t'interweb or in your town and buy several for pence then puresport/superstar won't get your hard earned cash..... Gaar sausage fingers are too slow
JRA = Just Riding Along
tpbiker - MemberGiven I'd never touched the screw on the post in the 6 months of having it
Yeah. No offence but "I haven't touched it in 6 months" is not a good thing. Bolts and screws loosen over time, you need to keep an eye on this or sometimes they'll fall out and annoy you, or y'know, smash you to bits or something.
Have you ordered the part? If you can send me a pic showing exactly what's missing I'll go and have a look at mine, and figure out if it's an easy replacement. If it's just the bolt that holds the entire lever on, then it's a standard thread etc- I lost mine in the garage and just wanged in another one I had lying around.
Superstar and Pure Racing are one and the same.
Yup same building ...
You been had by da cowboys.......
Superstar in worthless warranty shocker.
They can be good too, though. I got very decent warranty support for my i900Rs. Post warranty they've not been bad, either, but this one does seem odd. Are they saying that this was something that you should have been keeping an eye on/maintaining and that's why it isn't covered under warranty?
The worst thing I've found with Superstar's support is that they're not very good at communication. They can be sporadic at keeping you informed and when they do communicate the tone can be pretty badly judged too.
I ordered a brake mount the other day from superstar, before i had recieved it they had emailed me to say that they think they have sent the wrong thing out. which it seems they had (4 set of disc pads), I offered to send them back but they told me to keep them. Ufortunatley they again sent the wrong thing out, this time some TI qr skewers and again told me to keep them. They then sent me the right thing.
They didn't wait for me to contact them moaning and i had nothing but good communication from them. Yes they made a mistake but they put it right, and thats what counts. Superstar are not all bad.
Thanks for the offer Northwind. I checked my other i900 post and its the little silver pin with a thread on the end that the lever hinges around. I'll have a look to see if theres anything similar in my dads garage...more hassle than its worth to be honest!
You do make a good point about checking bolts and screws! But in all honesty I didn't even realise it was a screw, thought it was some kind of spring mechanism so left alone...oops
Have now given the other one a good tightening mind!
Ah- fair play then, if it's not a simple bolt then replacement isn't so easy. Still expensive but not as ridiculously expensive.
(I have never checked mine for tightness. If it falls out tomorrow I think I'll not mention it on STW)
It's six months old and it fell apart whilst just riding along? Unless there's something explicit saying that it should have been serviced in this time, or that you should have checked it, I'd suggest that it wasn't fit for purpose and the retailer (not the distributor) needs to sort it out under your statutory rights.
if you have the screw from the other one, take that to a local nut and bolt place and they be pennys.
better than expected from superstar.
pure racing IS superstar component... So you get what you paid for
It's six months old and it fell apart whilst just riding along? Unless there's something explicit saying that it should have been serviced in this time, or that you should have checked it, I'd suggest that it wasn't fit for purpose and the retailer (not the distributor) needs to sort it out under your statutory rights.
Ditto this.
Unless there are explicitly stated service guidelines/intervals that have been ignored, then it's perfectly reasonable to expect an expensive seatpost to last more than 6 months without bits falling off.
I'd go back to square one - contact Wiggle, as they should be your first port of call seeing as you bought it from them.
Send it back to Wiggle. They are very good with returns, and normally refund the return postage without being asked.
I can see why it's not covered under warranty but I'd also expect them to replace it FoC as goodwill (or at least just for the cost of postage). To be fair though when the remote mount clamp snapped on mine they replaced it without fuss (and acknowledged it was a design flaw and had since improved it).