Brand new Haibike, two broken chains in first 35 miles, and other problems, advice needed

[Gringo]

So their solution is now to use a different type of chain, one designed specifically for my derailleur/ cassette

Am I reading this right,
It's only now there going to use a 10spd chain on a 10spd cassette !
What did they use before ?

 

[2Lazy]

Am I reading this right,
It's only now there going to use a 10spd chain on a 10spd cassette !
What did they use before ?

They used a KMC X10e which I understand is a good quality 10spd chain. I think what he meant was that they are going to use a chain designed specifically for the type of cassette that I have. Possibly something about the teeth in the cassette matching the chain or some such, I'm paraphrasing of course and I'm not familiar with some of the terminology but that 's the gist of what he said.

 

[IR772]

What about the starting with no assistance crap ?

Still their professional advice ?

Or just some more bullocks. (this one we know the answer to )

 

[KTM Bike Industries UK]

Thanks for all the comments. I took the bike into the shop today. They said the problem is likely a faulty batch of chain links. I've no doubt used incorrect terminology here but basically they meant a faulty batch of the special link bit that joints the two ends of the chain together. Their proposed solution was to not use a special link bit at all and instead join the two ends of the chain together using a regular link.

I left them to fix the bike while I waited since the shop is a 50 mile drive from where I live. Then I got a call from the shop saying that it wasn't the special link bit that had failed after all and it was in fact a regular link on the chain that had failed which they thought was rather odd. So their solution is now to use a different type of chain, one designed specifically for my derailleur/ cassette but unfortunately they need to order the part in so I've had to leave the bike with them and I'll have to collect it again in a couple of days - so yet another 100 mile round trip.

I think the lesson here is always buy an ebike locally if you can. Which I would have done except that the only Haibike dealer in my local area is Evans and well.....let's not even get started on that one!

I'm not a bike expert but I'm left wondering about two things -

1. If the two ends of the chain can be connected using a regular chain link and this method provides a stronger chain than using a special chain link thingy why use a special chain link thingy in the first place?

2. If some chains should only be fitted in a certain direction- and given that incorrect fitting could well be the reason my second chain failed - how does one tell if the chain has been fitted with the correct direction of travel?

Who is this shop??... I need to know its not a KTM dealer... statements like "its a faulty batch of" anything are just down right lies. Clearly they didn't build the first bike, it came stock. So that might have had a bad link. But there is simply no way the chain they fitted had a link from the same batch.

If you want to keep the shop name private, please just PM me. If its one of our dealers we need to give them some training.

 

[Bigdaddyuk666]

Well played KTM .

Sent from my SM-G925F using Tapatalk

 

[KTM Bike Industries UK]

They used a KMC X10e which I understand is a good quality 10spd chain. I think what he meant was that they are going to use a chain designed specifically for the type of cassette that I have. Possibly something about the teeth in the cassette matching the chain or some such, I'm paraphrasing of course and I'm not familiar with some of the terminology but that 's the gist of what he said.

Should point out the KMC chain IS designed specifically for the type of cassette you have. What they are saying is total nonsense, even if you've got the gist wrong, I'm afraid they are playing on your lack of understanding.

Either its deliberate, or they know even less than you. Neither is good, for you, or for the eBike industry generally. Many eBike specialist shops NEED to / HAVE to up their game in many cases. (some are excellent clearly)

 

[chris130256]

I think you should name the shop and tell them about this thread to give them a chance to give their account of the situation. It doesn't look good for them as it stands?
You have had massive grief for such a minor problem!

 

[Deleted member 4366]

I think you should name the shop and tell them about this thread to give them a chance to give their account of the situation. It doesn't look good for them as it stands?
You have had massive grief for such a minor problem!

That doesn't make sense: Surely, it will only look bad for them if they are named.

 

[chris130256]

But we've only heard one side of the story atm.
I would like to know why he was told by them to start moving with the motor turned off?

 

[2Lazy]

I'd rather not name the shop at least not at this stage. I'd like to give them one final opportunity to fix the problem once and for all.

Suffice to say they're a well established electric bike shop that has been in the business for a long time, can't really say any more than that otherwise it'll soon become quite obvious who it is. I know for definite that they're not a KTM dealer.

I did my due dilligence before buying from this shop, they've been nothing but polite and helpful and the online reviews of the shop are very good, and I've been told that the technician that worked on my bike has assembled hundreds of bikes, which makes the problems I've had all the more baffling.

 

[KTM Bike Industries UK]

I've been told that the technician that worked on my bike has assembled hundreds of bikes, which makes the problems I've had all the more baffling.

I'd say scary, more than baffling....hundreds of badly assembled bikes shouldn't make you feel any better!

You just have to look at the number of bikes in the UK that were built by Halfords, with their forks on back to front. To realise quantity doesn't mean quality.

 

[2Lazy]

So I picked up the bike up from the shop today. Very busy day so didn't have chance to check the bike and haven't yet had chance to ride it.

Instead of the KMC X10e they have fitted a Shimano XT HG95 http://www.chainreactioncycles.com/shimano-xt-hg95-sil-tec-10-speed-chain/rp-prod108762

Now I'm no expert but my understanding is that this is a directional chain and as such it needs to be fitted with the Shimano logo on the outside. That is to say facing outwards.

I've just noticed that they have fitted it with the logo on the inside i.e., the logo is on the inner side of the chain facing the back wheel.

I think they have fitted it incorrectly. Am I right?

 

[soundwave]

yes it only goes one way what it says

• SOCIAL ANSWERING SUBSCRIBER
• ON THE UP

Yes, Shimano is etched on only one side of the chain and this goes on the outside.

so they have fitted 3 chains on the wrong way round pmsl must be a record id not take it back there in a hurry

 

[2Lazy]

yes it only goes one way what it says

• SOCIAL ANSWERING SUBSCRIBER
• ON THE UP

Yes, Shimano is etched on only one side of the chain and this goes on the outside.

so they have fitted 3 chains on the wrong way round pmsl must be a record id not take it back there in a hurry

The first two chains they fitted were KMC X10e and I'm pretty sure they're not directional but there may have been other issues with the set up of the bike which caused the chain to bust e.g, gears not being indexed correctly.

Cannot believe they've put the new Shimano chain on the wrong bloody way!

 

[IR772]

Go on give us their name.

 

[2Lazy]

If they've definitely fitted it incorrectly I'll name and shame as this is now beyond a joke but I first want them to confirm that they've fitted it incorrectly and that I've not misunderstood. An email has been sent and I'm awaiting their reply.

If it is as I suspect fitted incorrectly I'll be getting all further work, including a full check of all the bike set up, done by a local bike technician who I know and trust, and I'll be sending them the bill.

 

[soundwave]

that reply was a quote from chain reactions site the logo goes on the outside.

it even says it on the box imo

 

[EddiePJ]

Looking back through your thread of buying the bike, it is certainly a shame for you the way that things have turned out.

I can well imagine that what should have been an exciting buying process, has been very much tarnished. You put a lot of thought, effort and research into this purchase, and it is such a shame that a component as simple a final drive chain, can be causing so much grief.

I'm not going to judge or pass comment on what you should or shouldn't do, but I hope that this issue is resolved satisfactorily for you asap, and that it soon becomes a distant memory.

Good luck.

.

 

[2Lazy]

Looking back through your thread of buying the bike, it is certainly a shame for you the way that things have turned out.

I can well imagine that what should have been an exciting buying process, has been very much tarnished. You put a lot of thought, effort and research into this purchase, and it is such a shame that a component as simple a final drive chain, can be causing so much grief.

I'm not going to judge or pass comment on what you should or shouldn't do, but I hope that this issue is resolved satisfactorily for you asap, and that it soon becomes a distant memory.

Good luck.

.

Cheers Eddie. It has been a disappointment to say the least. That said, the short time that I've had on the bike has been great fun and I'm already planning some rides for the summer - inspired in part by your regular ride reports and photos. Once the bike is set up correctly I'm sure these initial teething problems will soon be a distant memory.

 

[EddiePJ]

I'm sure these initial teething problems will soon be a distant memory.

And that is all that matters.

.