Pleasant surprise

"HammerheadFistpunch" (hammerheadfistpunch)
06/10/2015 at 17:06 • Filed to: Customer service, Mountain bike

So before I left on my Kokopelli trip I noticed that my rear mountain bike wheel looked broken. It was.

Like, REALLY broken.

The rim had literally exploded out on both side with enough force to scatter aluminum shrapnel in my garage. I built them myself and had 100% confidence that they were built right (I have all the precision tools and formal training) and so I was feeling sure it was the rim and a defect. On a whim, I reached out to the maker of the rims (WTB) and just let them know that even though they were well out of warranty that they might want to know about this bizarre failure for the future or a blooper wall or something. I didn’t hear back from them and I didn’t expect to. Today I hear back saying that its a weird thing, and they are sorry for the issue. They acknowledged the Warranty issue but then said; what size rims do you need? do you need one or two?”

So now they are sending me new rims. I’m bugged that I have to order new spokes, nipples, anti-seize and then lace up 2 news wheels (again) but good for you WTB. This is customer Service.

Thanks for the sweet birthday present WTB.

DISCUSSION (14)

RamblinRover Luxury-Yacht > HammerheadFistpunch
06/10/2015 at 17:11

No “cotomer sevis” in the tags? IT’S LIKE ALL THE AWESOME OLD JOKES GET IGNORED, MAN

HammerheadFistpunch > RamblinRover Luxury-Yacht
06/10/2015 at 17:12

I thought about it. But this was legit customer service, so it didn’t get the gag tag.

BeaterGT > HammerheadFistpunch
06/10/2015 at 17:15

That is pretty awesome of WTB! I’ve never busted a wheel or a chain, hopefully I didn’t just jinx myself.

HammerheadFistpunch > BeaterGT
06/10/2015 at 17:17

I don’t break a lot of wheels and if you break a chain its your own dumb fault for not replacing it when its due...but stuff like this makes my feels happy.

BeaterGT > HammerheadFistpunch
06/10/2015 at 17:42

How do you know when a chain is due? When it’s battered to shit? lol What do you ride btw?

HammerheadFistpunch > BeaterGT
06/10/2015 at 17:48

The nice thing about chains is that they have a built in method for determining wear. Take an accurate 12 inch ruler and measure from the center of one link pin (doesn’t matter where) to the center of the one 12 inches from it. If the line on the ruler is still “in” in the pin...its good. If not its time for a new chain. check and replace chains often because if you let a chain wear too long then it wears your gears funny (shark tooth pattern) and then when you do get a new chain it will shift and ride poorly and then you are in for new rings and cassette too.

The bike that the wheel was on is an old SAnta Cruz Blur that I’ve been updating over the years. I also have my old race bike which is an s-works hardtail that...at one time...was well under 20 lbs.

RallyWrench > HammerheadFistpunch
06/10/2015 at 18:05

What a weird failure. Good on WTB though, that’s great of them to back up the product like that. I’ve always had good luck with Mavics and haven’t had reason to switch, but this is good to know.

BeaterGT > HammerheadFistpunch
06/10/2015 at 18:06

Thanks for the tip, I just got a new hardtail so I won’t have to worry about the chain for a little. Very much want a Santa Cruz for a new bike, rode the 5010 and the Tallboy recently in Colorado and it was a great experience.

HammerheadFistpunch > RallyWrench
06/10/2015 at 18:07

I like Mavic too, but I got a good deal on the WTB though a friend that can still order at shop prices.

Rusty Vandura - www.tinyurl.com/keepoppo > HammerheadFistpunch
06/10/2015 at 23:09

That’s not broken, that’s mangled .

HammerheadFistpunch > Rusty Vandura - www.tinyurl.com/keepoppo
06/11/2015 at 00:33

Crazy to think it happened hanging from my garage

Rusty Vandura - www.tinyurl.com/keepoppo > HammerheadFistpunch
06/11/2015 at 01:28

So the metal just fatigued and the innertube blew it open?

HammerheadFistpunch > Rusty Vandura - www.tinyurl.com/keepoppo
06/11/2015 at 01:33

Metal failure...yes, but the tire was flat at the time (leaky tubeluss) so it was just spoke tension. People dont realize but each bike spoke on a wheel like this has more than 120 kg of tension.

Rusty Vandura - www.tinyurl.com/keepoppo > HammerheadFistpunch
06/11/2015 at 01:58

Wow.