So in an earlier post I whined about being a cheapskate and getting what I paid for. I'd bought a gNashbar hub and dang if it didn't break after thousands of miles. Yet it broke under legitimate use, not abuse, and I'd never broken a spoke or had a bearing fail on that wheel so it clearly was in pretty good shape.
Last night I took a fling and wrote NB an email describing my plight. No nasty or foul language. I got a pretty fast response. Please send a few photos if you could, please make them an attachment so it can be virus scanned separately. Seems all reasonable. I sent those from my Picasa page. I'd sent the link, but they assured me they couldn't "surf" anywhere while at work. Yikes!
Next message was a little more annoying. Please send in the wheel.
I wrote back and said the whole stinking wheel? I explained my objection. First the shell is built into a almost functional wheel. The shipping cost is not trivial.
Then I really launched. I informed them that my day job is to analyze items for root cause and failure analysis. Which is the truth. I have connections with material analysis labs and that the axle is in fact with them at the moment as they were going to study it using x-ray, crystallography, and SEM to determine cause of failure. I didn't tell them they wanted to do this for a class this summer being taught to High School seniors who might like to see failures that fit more into real life rather than the crazy things we make at the business which are pretty dull to the average person.
They replied that they would like to know how I used the wheel and do I remember when I ordered it?
I actually found the shipping paperwork. No kidding. So I sent a very long note pointing out I bought four copies of the hub, two in red and two in black. I gave them part numbers, order numbers, customer numbers and even rack, shelf and bin numbers. It showed I'd bought the hub in March 2001 which is the spring I sprung for the Atlantis frame from Sarah Gibson's shop (Acme?) in Kansas. I had the wheel built by Sunset Cycle in Circle Pines, which is a neighbor town of Lino Lakes where I lived then. They built several wheels for me and they all were very good. I'd recommend them to anyone as wheel builders. Last I explained in lengthy details how many miles that the bike has been estimated the touring versus commuting miles and sent photographs of it packed and ready to roll for both applications.
Damn, I can be thorough and organized when I want to be an ass.
The wrote back, they'll let me know on Monday if they can provide me with a replacement axle or any compensation. The delay is because they aren't sure they have any axles. And they have to discuss what they will offer as replacement because that model has been discontinued. Duh, that is why they were selling it for $29.95, which is what I paid for it. It pays to have data, experience, knowledge, ability, and especially for once the ability to keep a civil finger on the keyboard. I can get annoyed with email pretty quickly. I truly think they saw me as some crank at first and once I sent both photos and the order information, they were better believers.
I'll believe it when I see it, but still at least it seems like they are thinking about standing behind their product. I'm not asking for more. I wasn't injured. It didn't strand me out in Ontario. I have another bike I can ride at the moment. So, no more griping about NB for the moment. Even I can be momentarily humble.