IanSmithCSE
Guru
- Location
- Worcester, Worcestershire
Good morning,
I have a Ribble ALe with a Mahle X35 rear hub motor, the freehub is freewheeling in both directions and various amounts of varing lubrication and the odd "tap" hasn't freed it up.
It was ordeded in Dec 2023, arrived in Jan 2024 and has done around 5,000 miles.
Ribble's response is this is a consumable part, so not covered under warranty and we don't stock them so go to someone else.
For those who don't know this is a £60-£80 part, you don't seem able to replace the just freehub as it comes with the motor outer plate and this requires specialised tools that are also around £80.
I would cough up the £80 for the tools but it's a consumable part and we don't stock them is passing the support burden onto someone else.
Ribble are trying to establish themselves as a premium brand and washing their hands of this and saying find a local dealer seems unreasonable to me, or am I the one with too high expectations?
There is a local dealer who sells Orbea, so may have access to Mahle parts but they are clear on their site, like many other dealers they only support ebikes they sold. They may help and just have this statment to avoid getting the cheapest of the cheap dumped on them, or they may mean it.
I am currently thinking, buy the part and tools online and bill Ribble for the part, even if this gets me nowhere it might make them think about customer support again and cost them more than the part anyway.
Thanks
Ian
I have a Ribble ALe with a Mahle X35 rear hub motor, the freehub is freewheeling in both directions and various amounts of varing lubrication and the odd "tap" hasn't freed it up.
It was ordeded in Dec 2023, arrived in Jan 2024 and has done around 5,000 miles.
Ribble's response is this is a consumable part, so not covered under warranty and we don't stock them so go to someone else.
For those who don't know this is a £60-£80 part, you don't seem able to replace the just freehub as it comes with the motor outer plate and this requires specialised tools that are also around £80.
I would cough up the £80 for the tools but it's a consumable part and we don't stock them is passing the support burden onto someone else.
Ribble are trying to establish themselves as a premium brand and washing their hands of this and saying find a local dealer seems unreasonable to me, or am I the one with too high expectations?
There is a local dealer who sells Orbea, so may have access to Mahle parts but they are clear on their site, like many other dealers they only support ebikes they sold. They may help and just have this statment to avoid getting the cheapest of the cheap dumped on them, or they may mean it.
I am currently thinking, buy the part and tools online and bill Ribble for the part, even if this gets me nowhere it might make them think about customer support again and cost them more than the part anyway.
Thanks
Ian
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