Support/FAQ

FLO Product Support, FAQ, Cycling, Triathlon, Etc.

Re: Support/FAQ

Postby Chris Thornham » June 24th, 2015, 8:59 am

Zeatrix wrote:I think you should add the Cube Aerium Super HPC line of frames to the list of "Won't fit" bikes. At least for the Disc that I've tried.


Zeatrix,

A few questions.

1. It's only hitting on one side correct?
2. How much room is on the other side?
3. Does your bike have horizontal or vertical drop outs? https://www.youtube.com/watch?v=oLkZvOoYGqM
4. If it has horizontal drop outs, have you adjusted your horizontal set screws to ensure the wheel is centered in the frame? https://www.youtube.com/watch?t=145&v=FBVTJeHt7u8

Please let me know that you've addressed all of the items above. If you haven't, a few adjustments are likely to get your wheel fitting in the frame.

I hope that helps,
Chris Thornham
FLO Cycling: http://www.flocycling.com
FLO Blog: http://bit.ly/b3Zlpq | Twitter: http://bit.ly/bOQ08x | Facebook: http://bit.ly/d8KDhI
Chris Thornham
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Posts: 564
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Location: Las Vegas, Nevada

Re: Support/FAQ

Postby nerv » June 25th, 2015, 1:12 pm

Chris Thornham wrote:
nerv wrote:Chris, if you'd like, I can send you links via PM.

I hope my post is not misinterpreted. I did mention there was a (high) probability it was user / installer error, but the posts about this in another forum made me curious / nervous. Merely looking for feedback on the support section of this forum.

For what it's worth, I took the wheels for a longer ride today and they felt great. Just want to be sure the skewers will hold their own.

Thanks for the response.


Well what you said was you "thought" it was user error until you realized you weren't the only one with the problem. You then asked if they were terrible. If people are going to claim that our products are unsafe, I need to be on top of that. Like I said, I've never heard of any of these issues. I encourage you to post your links publicly. There is no need to PM them.

Thanks,

I offered to share the posts via PM, just so you could inspect privately and address as you saw fit, avoiding unnecessary back-and-forth / drama on this message board. No agenda behind it.

If I find out that something I initially thought was caused by user error may have been caused by something else, I'll obviously want to look into it... even if the results lead back to the user error hypothesis.

I'll take fault for being harsh on my original post. A side effect of being flustered from the unpleasant experience. I've tried to bring things back to an amicable tone.

Again, great wheels regardless, and I've had no issues since. Just seems the stock skewers needed more tightening than others I've used in the past.
nerv
 
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Joined: June 20th, 2015, 12:36 pm

Re: Support/FAQ

Postby Chris Thornham » June 28th, 2015, 5:38 pm

nerv wrote:
Chris Thornham wrote:
nerv wrote:Chris, if you'd like, I can send you links via PM.

I hope my post is not misinterpreted. I did mention there was a (high) probability it was user / installer error, but the posts about this in another forum made me curious / nervous. Merely looking for feedback on the support section of this forum.

For what it's worth, I took the wheels for a longer ride today and they felt great. Just want to be sure the skewers will hold their own.

Thanks for the response.


Well what you said was you "thought" it was user error until you realized you weren't the only one with the problem. You then asked if they were terrible. If people are going to claim that our products are unsafe, I need to be on top of that. Like I said, I've never heard of any of these issues. I encourage you to post your links publicly. There is no need to PM them.

Thanks,

I offered to share the posts via PM, just so you could inspect privately and address as you saw fit, avoiding unnecessary back-and-forth / drama on this message board. No agenda behind it.

I'm not trying to be dramatic, I'm just saying that after shipping nearly 15,000 cycling wheels we never had a known QR skewer failure. I wanted you to post the link so people had the opportunity to read the information for themselves.

If I find out that something I initially thought was caused by user error may have been caused by something else, I'll obviously want to look into it... even if the results lead back to the user error hypothesis.

And you should, I just think it's fair to confirm it's not a product issue before starting conversation about product safety on several forums.

I'll take fault for being harsh on my original post. A side effect of being flustered from the unpleasant experience. I've tried to bring things back to an amicable tone.

Again, great wheels regardless, and I've had no issues since. Just seems the stock skewers needed more tightening than others I've used in the past.

Happy to hear the issue has sorted itself out.

Chris Thornham
FLO Cycling: http://www.flocycling.com
FLO Blog: http://bit.ly/b3Zlpq | Twitter: http://bit.ly/bOQ08x | Facebook: http://bit.ly/d8KDhI
Chris Thornham
Site Admin
 
Posts: 564
Joined: March 2nd, 2012, 3:35 pm
Location: Las Vegas, Nevada

Re: Support/FAQ

Postby Zeatrix » June 29th, 2015, 7:46 am

Chris Thornham wrote:
Zeatrix wrote:I think you should add the Cube Aerium Super HPC line of frames to the list of "Won't fit" bikes. At least for the Disc that I've tried.


Zeatrix,

A few questions.

1. It's only hitting on one side correct?
2. How much room is on the other side?
3. Does your bike have horizontal or vertical drop outs? https://www.youtube.com/watch?v=oLkZvOoYGqM
4. If it has horizontal drop outs, have you adjusted your horizontal set screws to ensure the wheel is centered in the frame? https://www.youtube.com/watch?t=145&v=FBVTJeHt7u8

Please let me know that you've addressed all of the items above. If you haven't, a few adjustments are likely to get your wheel fitting in the frame.

I hope that helps,


1. Correct, only on the none-drive side
2. Plenty of room on the other side since the disc is flat on the drive side but the chainstays symmetrical.
3. Horizontal
4. I tried a lot of different settings and didn't get it to work. Will try again this weekend to make 100% sure.
Zeatrix
 
Posts: 5
Joined: June 22nd, 2015, 6:31 am

Re: Support/FAQ

Postby Chris Thornham » June 29th, 2015, 8:32 am

Zeatrix wrote:
Chris Thornham wrote:
Zeatrix wrote:I think you should add the Cube Aerium Super HPC line of frames to the list of "Won't fit" bikes. At least for the Disc that I've tried.


Zeatrix,

A few questions.

1. It's only hitting on one side correct?
2. How much room is on the other side?
3. Does your bike have horizontal or vertical drop outs? https://www.youtube.com/watch?v=oLkZvOoYGqM
4. If it has horizontal drop outs, have you adjusted your horizontal set screws to ensure the wheel is centered in the frame? https://www.youtube.com/watch?t=145&v=FBVTJeHt7u8

Please let me know that you've addressed all of the items above. If you haven't, a few adjustments are likely to get your wheel fitting in the frame.

I hope that helps,


1. Correct, only on the none-drive side
2. Plenty of room on the other side since the disc is flat on the drive side but the chainstays symmetrical.
3. Horizontal
4. I tried a lot of different settings and didn't get it to work. Will try again this weekend to make 100% sure.


Thanks for the update. Keep me posted.
Chris Thornham
FLO Cycling: http://www.flocycling.com
FLO Blog: http://bit.ly/b3Zlpq | Twitter: http://bit.ly/bOQ08x | Facebook: http://bit.ly/d8KDhI
Chris Thornham
Site Admin
 
Posts: 564
Joined: March 2nd, 2012, 3:35 pm
Location: Las Vegas, Nevada

Re: Support/FAQ

Postby nerv » June 29th, 2015, 4:55 pm

Redacted: thanks for the continued support, Chris.
nerv
 
Posts: 5
Joined: June 20th, 2015, 12:36 pm

Re: Support/FAQ

Postby Zeatrix » July 6th, 2015, 12:22 am

Chris, I've now tried fitting the Disc into my Cube Aerium Super HPC again and have to conclude that it isn't possible. With the drop out screw at it's maximum the Disc is still hitting the chainstay. I even tried setting the wheel further out (not resting on the screw) and the Disc is still hitting the chain stay and it was centered. The Cube Aerium has very narrow chain stays. See pictures.

Image
Zeatrix
 
Posts: 5
Joined: June 22nd, 2015, 6:31 am

Re: Support/FAQ

Postby Chris Thornham » July 13th, 2015, 9:19 am

Zeatrix wrote:Chris, I've now tried fitting the Disc into my Cube Aerium Super HPC again and have to conclude that it isn't possible. With the drop out screw at it's maximum the Disc is still hitting the chainstay. I even tried setting the wheel further out (not resting on the screw) and the Disc is still hitting the chain stay and it was centered. The Cube Aerium has very narrow chain stays. See pictures.

Image


Thank you for the update. The picture is not coming through. Can I ask what year your frame is? If you want to send the picture via email just PM me and I can get you going.

Take care,
Chris Thornham
FLO Cycling: http://www.flocycling.com
FLO Blog: http://bit.ly/b3Zlpq | Twitter: http://bit.ly/bOQ08x | Facebook: http://bit.ly/d8KDhI
Chris Thornham
Site Admin
 
Posts: 564
Joined: March 2nd, 2012, 3:35 pm
Location: Las Vegas, Nevada

Re: Support/FAQ - Shipping ?

Postby jeffn » July 23rd, 2015, 9:22 am

Hi guys,

Will we receive an e-mail with tracking info when wheels are shipped from the preorder? Or will it just update under order status under my account on the website?

Thank you!
jeffn
 
Posts: 1
Joined: July 22nd, 2015, 2:28 pm

Re: Support/FAQ - Shipping ?

Postby Chris Thornham » July 24th, 2015, 4:55 am

jeffn wrote:Hi guys,

Will we receive an e-mail with tracking info when wheels are shipped from the preorder? Or will it just update under order status under my account on the website?

Thank you!


jeffn,

Thanks for writing. You will receive and email with a tracking number when the order ships. Be sure to check you junk/spam folder incase it ends up there.

Take care,
Chris Thornham
FLO Cycling: http://www.flocycling.com
FLO Blog: http://bit.ly/b3Zlpq | Twitter: http://bit.ly/bOQ08x | Facebook: http://bit.ly/d8KDhI
Chris Thornham
Site Admin
 
Posts: 564
Joined: March 2nd, 2012, 3:35 pm
Location: Las Vegas, Nevada

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