[Closed] Superstar returns...

[i]do they really only have one person there who knows what they're doing?[/i]

I suspect they only have one person there full stop...

Superstar is only one person ! (And an octopus)

Would I be unreasonable in asking for a replacement wheel as they have admitted there is a fault and they are unable to repair it?

Do they really only have one person there who knows what they're doing?

I had grief with a wheelset from ss a while ago, I thought they're customer service was crap. And they still owe me a refund on some pads

do they really only have one person there who knows what they're doing?

their customer service is infuriating. I've bought tons of stuff from them over the years but based on the customer service I had recently and a pad delaminating, I'm done with them. I have a pile of stuff that took so long to arrive, I don't need it any more, but I can't face dealing with their support any longer.

Liftman - Member

Superstar is only one person ! (And an octopus)

There is at least two, Neil and... is it Dave? Though Dave's entire job seemed to be to tell people to wait til Neil could sort it (at which point, Neil would fail to sort it)

It's infuriating tbh, when I had my problems with a (brand new) dropper post, they suggested I service it first. So I did, it was still broken, so I returned it. They declared that I'd broken it when I serviced it, then sent it back "fixed"- or as it turned out, absolutely unchanged.

But the reason it's annoying is that on the second attempt they were spot on- fixed it fast and perfectly, and it's been perfect since. So why not just do that first time? On other occasions they've been very good, so it's not inability. Sometimes they just can't be bothered.

Neil is slightly in the habit of sending moany offended emails to people who criticise them on the internet, so just in case you're reading this- you still owe me 2 lots of p&p for that, and a bloomin apology wouldn't go amiss, then maybe we can talk eh.

I'm still s Superstar customer as they sell some good kit that I like, but I do bear in mind that they're a total shower.

Having said that I do like some of their lines. "We've sent it to the distributor". Er, that's you with a different hat on isn't it. See also: head of warranty department.

you know the saying about paying peanuts......

Is it possible that your new lowers/ axle are to blame?

I had what appeared to be play in the front hub only to replace the bolt through axle and it went away.

A

Not the new forks, borrowing a mates hope and its absolutely fine...

You sure about that? I had a Hope hub that was too small to get onto a 20mm axle 😉

hmmm this is the problem with cheap parts in the business.
stick to a reputable brand in the game from now on.

they're OK for grips

I have a superstar switch evo hub with 20mm adapters. I too have play in the adapters, but once I've tightened up wheel in the fork its solid?
Or have you still play when you tighten everything up?

I had play when the stock bearings developed play ~6months in. Swapped bearings to something I found on eaby for a couple of £ and running smooth/solid since. Though it'd seem odd if it were bearing play for you to only notice when you swapped adapters? or maybe not?

Definitely not the maxle - as I said its absolutely fine with the Hope in front.

I was going to ask if the Maxle is fully tightened as they do come loose fairly frequently but as it's already been asked I won't.

I had rubbish service from them over a set of wheels a few years ago. I haven't used them again.

Having said that I do like some of their lines. "We've sent it to the distributor". Er, that's you with a different hat on isn't it. See also: head of warranty department.

the guys a clown.

best avoided imo.

The general rule with superstar is don't buy anything with moving parts. Grips, brake pads, stems and the like OK but I'd rather bathe in excrement than buy their wheels, BBs, HS, seatposts etc purely because when it breaks they'll just blame you for it (as evidenced here and elsewhere).

scaredypants is disappointed with this thread

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Definitely not the maxle - as I said its absolutely fine with the Hope in front

Wouldn't it be better to test your wheel on another bike - that would eliminate the maxle being the problem.

mattjg - Member

they're OK for grips

imho Superstar have their ups and downs like any other mail order business but the few times they've got it wrong Dave has resolved the issue quickly and efficiently. A simple phone call or email and it's done, no need for snotograms or anything like that.

I'm not a fan of their brake pads but for small parts and components they seem most excellent.

I've heard many stories of SS from both sides of the satisfaction spectrum. But given the poor CS (a pretty universal trait of the feedback), I never buy anything with moving parts.

They have the wheel now so can't test it in another bike, however I have just spoken to them - they agree it is faulty but they can't do anything until Monday when Neil is back in... Apparently none of them have the authority to replace it either... Wonder how they manage to breathe...

Either way its the last time I'll ever buy anything from them again - parts get faults - thats life, but crap CS is not acceptable in any economy, especially the one we are currently in..

They refused to replace some pads i bought under their guarantee, the pads in question lasted 1 hour riding.... i was told i used the wrong pads for the conditions....i've never bought pads from them since. 🙁

epo-aholic - Member

the pads in question lasted 1 hour riding.... i was told i used the wrong pads for the conditions...

Clearly true

Currently munching Haribos, that came with my headset bearings. No returns required here