Ribble Ale - Failed Freehub, what's a reasonable response?

[IanSmithCSE]

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

 

[Emanresu]

Your purchase should be covered by the Consumer Rights Act 2015 - a year's guarantee. You could write to them again pointing this out and asking where in the purchase agreement was this 'exemption' shown. Even it is was it might be considered as an unfair term so not applicable.

However to actually challenge the company if they still refuse, would require you to take them to court with the risk of it not be successful. It's always 50/50 at court. In the link above, there are some draft letters you can use.

 

[Drago]

And you'll be laughed out of small claims for such a minor sum.

Write the letter as Emu suggests, butnif they don't play ball it's hand in pocket time,

 

[mjr]

And you'll be laughed out of small claims for such a minor sum.

Unlikely (if the courts didn't want to hear small cases, they wouldnt start the fees table at "up to £300") and it probably doesn't matter because they'll probably fold when they have to pay a lawyer to defend them, or when said lawyer advises they have no legs to stand on.

 

[Emanresu]

https://www.ribblecycles.co.uk/warranty/

Their warranty page suggests that if it is not a Ribble branded item, they pass the liability to the manufacturer. Despite this questionable point what manufacturer was it for the freewheel.

https://www.ribblecycles.co.uk/warranty/

 

[mjr]

Their warranty page suggests that if it is not a Ribble branded item, they pass the liability to the manufacturer.

Is that legal?

That said, some of the high street discount stores try to do the same: exchanges while they still stock the item or 60 days, then tell you to go boil your head trying to contact the maker or importer. Not legal but the regulators seem to have been cut beyond uselessness.

 

[T4tomo]

Your issue is having used it for 10 months and 5000 miles, the fault wasn't there at the time of purchase, and I have some sympathy with Ribble that it is a consumable part.....ah with linky above:

from Ribble's page, so you don't have a leg to stand on. A freehub probably should last more than 5000 miles, but at the same time its not that unreasonable, I dont know if Ebikes are harder on free hubs than normal bikes are. Suck it up and get it replaced.

 

[alicat]

The warranty is a red herring and your contract is with Ribble not the manufacturer of the freehub. Rely on the Consumer Rights Act and do go to court if necessary. It will mess them around more that it messes you around. And maybe exploit social media a bit and/or leave a review on Trustpilot. Future customers won't like it that Ribble wash their hands of legitimate problems so readily.

 

[Emanresu]

I'll go with @T4tomo on this one (always read the small print). If the term is there prior to you purchasing and was reasonably accessible when making the purchasing decision, then there is little you can do. Would like to know the manufacturer of the freehub though as its a shoddy bit of kit.

Always wondered why they had an outlet in Bluewater. Despite the centre being solid with people, there is never anyone in their shop when I pass.

 

[Brandane]

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.

I had an issue with what I assume will be the same part fitted to my e-bike, a Merida e-Scultura with Mahle X35.. Although mine hadn't got to the stage of freewheeling in both directions it was making strange noises as if it was on it's way out. After just under 2 years and only 1400 miles! I returned it to the dealer who told me the same BS about being a consummable and not covered by warranty. Replaced at a cost of £90. I have the old part and I suspect the only fault with it is the press fit bearing. If the "new" one fails, I will be going down the road of replacing the bearing in the original one and trying that. I will of course need to fork out the £80 for the tools to remove the failed part first. They have us over a barrel!

 

[wiggydiggy]

I don't really get a good impression of Ribble Bikes in Lancashire.

 

[Dogtrousers]

I've just crossed Ribble off my list of people I'd buy a bike from, if I was buying one. Which I'm not.

I'm sure they're heartbroken about that.

Freehubs not what I'd call consumable. Other things they list like cables, brake blocks, tubes, fair enough. I can only conclude that they are aware of a problem with the parts they supply and added the weasel words to cover their backsides.

 

[Drago]

Unlikely (if the courts didn't want to hear small cases, they wouldnt start the fees table at "up to £300") and it probably doesn't matter because they'll probably fold when they have to pay a lawyer to defend them, or when said lawyer advises they have no legs to stand on.

I had the small claims track of the county court decline to take my £140 case. They advised that while there is no legal minimum threshold it's at the courts discretion, no further explanation.

I can guarantee now they won't roll for a £60-£80 part.

I've had two bigger claims accepted though.

 

[newts]

Ribbles' small print is just their way of wriggling out of customer service. Your contract is with them & it's their responsibility to deal with any issues, Saying it's not covered under warranty is false, goods have to be fit for their intended purpose. If they fail within year (without excessive use/misuse they are 'not fit for purpose'. I had an issue with a bottom bracket after 12 months on a bike bought from Rutland Cycling (horrible company for customer service) they refused to deal with it & passed it over to the BB manufacturer. Praxis said there's no warranty on a BB, making them aware of the sale of goods act made them change their mind & they offered a replacement! Thankfully Specialized picked up the case & got everything sorted pretty quickly. Praxis M30 bearings are known for early failure & the replacement lasted only 1200 dry miles before the nds bearing failed again.

 

[T4tomo]

Freehubs not what I'd call consumable.

They have bearings in them,and moving parts , bearings have a limited life, albeit you'd expect them to last longer than brake blocks or chains etc.

I wouldn't buy from Lancastrians anyway ....

*although I once try on some Lanx shoes....