I started with the Elite Drive 1 and have used it up through the Elite Drive 2, and the Drive 2 is currently mounted and being used by my wife. After recently receiving some after-sales service (AS), I'd like to write down exactly how I felt and what emotions I experienced regarding the after-care aspect.
1. The Drive 2 Rear Wheel Wobble Truing and Reassembly Problem
By chance, while replacing a tire, I discovered that the rear wheel's wobble was far too severe, and since the warranty was still valid, I went in to get AS.
The mechanic inspected it, and without any proper explanation about the truing tolerance range, he reacted with an attitude of "Do you really need this done for something like this?"
With a slightly cynical tone, he began the truing work, but in the end he couldn't get it dialed in.
(It's not like I've only used the Drive for wheelsets... I do have at least a shallow knowledge of what truing is and why it matters, so please keep that in mind when reading.)
Afterward, the owner said the wheel itself would probably need to be rebuilt. Since it has carbon spokes it would take some time,
so he said he'd lend me a rental product, which I mounted and headed out, and then I got a call that very same day. Fortunately, the content was that
it looked like the head office could handle an exchange for a new product. If you only look up to this point, it seems like quite a smooth AS handling.
However, when I received the replaced wheelset and spun it freely before loading it onto the car, the ratchet wasn't engaging at all.
When I asked the owner whether this was normal, he said, "It's probably because of the new grease."
After that, I used it for several months, and people around me kept saying that the ratchet sound was loud—way too loud.
Even to my own ears, this exceeded the standard for normal noise, and since the ratchet wasn't disengaging, it was turning together with the crank.
Judging that this was definitely not a grease issue but rather a clear internal defect, I had another shop
open up the hub. Upon inspection, due to the mechanic's mistake, there were actually 2 springs inserted.
When I removed one spring, it spun freely just fine. I took photos of this part and passed them along to Soothing separately.
Regarding the truing, since it was within the warranty period it was handled free of charge and only the rear wheel was replaced...
but afterward, to solve the problem, additional labor costs were spent at another shop.
2. The Front Wheel Bearing Replacement Problem a Few Days Ago
As those who saw my recent post will know, my wife crashed because of a cat that suddenly darted out on a bicycle-only road.
In that process, the front wheel bearing apparently took damage, and there was a grinding, scraping sound while riding. So I contacted Soothing Sports and brought it in
for service. At the time, there was no mechanic present, so the owner spun the wheel a few times, and just like the reaction the previous mechanic had shown,
he displayed the attitude of "Really? Is there a need to replace this?"
This was a noise that hadn't existed before at all, and given the crash and a recent unexpected ride in the rain, I judged that there was definitely
a problem with the bearing. So naturally I requested a paid replacement, and when the bearing was actually opened up, the damage from the crash
was left intact right there on the bearing. Now, after the replacement, the symptom has been cleanly resolved.
(Maybe because of the crash damage, the front wheel also has a wobble, and they say it's within the tolerance range....
but I don't know what that tolerance range actually is.)
In Closing
This could easily come across as openly calling someone out, and the Oberfest thru-axle, power meter, and crank arm handled by this importer are also
things I've been using without any problems and am very satisfied with, so I agonized countless times over whether or not to write this post before writing it.
The first reassembly mistake is something I can let slide, figuring that it's work done by humans so anyone could make it. However, on the way back after replacing the front wheel bearing,
quite complex and subtle emotions crossed my mind.
Both with the rear wheel truing and this, I found myself wondering: do they respond this way every time for things that, by their own standard of common sense, they judge don't need inspection?
Whether there's a problem or not, the consumer went in for an inspection because they felt something was wrong with a product these people imported and sold. So is there really a need to respond to a customer every time with a "Do you really need this?" mindset? Or maybe it's simply a tone-and-manner that only I perceive and I'm being overly sensitive and making a fuss.... but as someone spending my own money and my own time to get AS, it honestly feels rather unpleasant.
Some people may have been satisfied with the company's AS handling process, and others may have felt emotions similar to mine.
Since it's work done by humans, mistakes or errors can occur within the process. However, I thought that Soothing Sports' 'service mindset from the mechanic's standpoint' toward consumers who trust the company's brand and use its products
might be somewhat in need of review.
Thank you for reading this long post, and have a safe ride today as well.
And please be especially careful of cats on the bike path.
