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[Closed] Fulcrum wheel warranty question (Planet X not interested)
Hi there
Just looking for some warranty advice.. Bought a new RTD90 bike from Planet X last year which came with Fulcrum Racing Sport disc wheelset. The rear freehub has failed after only approx. 3months/2000km of riding.
I contacted Planet X in the confident hope that this would be covered under warranty but they have just brushed me off with the excuse that freehubs are not covered by any warranty as they consider them 'consumable parts'. I was advised that if I had ridden the bike in wet conditions, particularly in the UK, then that would explain the failure, and it was still not covered by warranty anyway.
I pointed out that the wheels have failed prematurely whilst being used for their intended purpose but they are not interested in even discussing it.
Would welcome any advice as to what my options are. I have never in 20+ years of riding all types of bikes been told that a freehub on a new wheel is not covered by any type of warranty, even from new.
Having spent thousands with Planet X over the years to say I am unimpressed with their position on this is an understatement.
Planet X's response is particularly ironic when they advertise the very same wheelset on their website as follows:
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Fulcrum Racing Sport Disc Clincher Wheelset
These wheels will deal with your everyday riding duties without problems!
These have been designed to last no matter how long your daily commute or your tough winter training is!
Strength and durability in any conditions have been a principle.
>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
try escalating it [url=mailto:dave@planet-x-bikes.com]here[/url]
What do you mean by "failed"? Broken spring / pawls, bearings shot etc?
You could try this, they have to prove the item wasn't faulty:
http://www.which.co.uk/consumer-rights/regulation/consumer-rights-act#the-first-six-months
Not to play Devils advocate, but a freehub is a consumable/wear item, look at Shimano, Hope etc. Thats why there are freely available spares. Some last better than others, some are re-buildable some are just replacement assemblies.
2000km in 3 months is a fair old whack at this time of year.
its an easy and not too expensive job to replace it. Fulcrum wheels are not the best sealed, especially the ones you have. I had some racing 7's where the bearings seized after one wet ride. 10 minute job to pop new ones in and away i went.
When I say failed I mean the freehub has started locking up, especially after sitting unused for a few days (the cassette gets dragged forwards when freewheeling). It also makes a pretty unhappy noise when freewheeling. I'm assuming the pawls are catching in the freehub body, possibly due to ingress of water/dirt etc.
I totally get that freehubs are parts subject to normal wear and tear however I would not consider 2000km to constitute normal wear and tear leading to failure of this sort. I've never had another freehub fail so quickly, even on MTBs exposed to all sorts of crap all year round.
The real pain with this wheelset is that you can't just pop the freehub off with normal tools - the inner freehub cartridge bearing has to be removed first before you can access the inner 12mm allen recess to release the freehub itself - and then a new bearing pressed in - otherwise I would simply have done the job already and cleaned and regreased the pawls...
Are you sure that you can't just undo the NDS cap and pull the freehub off complete with axle assembly? You can on every cheap pair of Fulcrum road wheels I've encountered.
I do the pawls/spring (springs are cheap and come in boxes of 5) every couple of months to keep on top of them.
The quote from the website is brilliant tbh, says it all. If they were bleeding edge raceday wheels then 2000km wouldn't be so awful but for wheels that are "designed to last no matter how long your daily commute or your tough winter training is", it's a fitness for purpose job.
Unfortunately Fulcrum customer service is also ***** ime, the only time they ever responded to an email was to give me wrong advice.
The rear freehub has failed after only approx. 3months/2000km of riding.
Yeah, they do that. Dreadful things.
The real pain with this wheelset is that you can't just pop the freehub off with normal tools - the inner freehub cartridge bearing has to be removed first before you can access the inner 12mm allen recess to release the freehub itself - and then a new bearing pressed in -
I don't recall that being the case.
When I say failed I mean the freehub has started locking up, especially after sitting unused for a few days (the cassette gets dragged forwards when freewheeling). It also makes a pretty unhappy noise when freewheeling. I'm assuming the pawls are catching in the freehub body, possibly due to ingress of water/dirt etc.
If its anything like the freehub on my old Fulcrum MTB wheelset the bearings might need replacing. The originals on mine didn't even have seals ffs!!! East 5 minute job if you know what you're doing, or one that any competent LBS can do. If its the pawls, then that's even easier to sort (disassemble, clean, relube).
Unfortunately Fulcrum customer service is also ***** ime, the only time they ever responded to an email was to give me wrong advice.
Italian customer service. 😆
The real pain with this wheelset is that you can't just pop the freehub off with normal tools - the inner freehub cartridge bearing has to be removed first before you can access the inner 12mm allen recess to release the freehub itself - and then a new bearing pressed in -
I don't recall that being the case.
Yep I tried it, the service instructions also make it clear the inner bearing has to be removed first to access the freehub retaining Allen bolt...
Update - credit to Planet X - after emailing Dave Loughran directly I have had a very helpful email from Planet X customer services offering to send me a new freehub to an address of my choosing...
Thanks for the input on here.
They are shockingly bad wheels, the bearings on my front wheel, also ex Planet X, locked up after one ride and being in the shed for a few weeks. As mentioned the bearings appeared to be sealed on one side only. So far the replacement bearing seems to be ok
Looks like I need to order some bearings first then before I change the freehub....