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Road Bike Frames, Wheels & Components / Re: My experience with Velobuild wheels and requesting after sales support.
« on: June 21, 2022, 02:20:39 PM »
I have a story to contribute as well.
I ordered their wheelset (VB-RC-50 25mm tubeless) for my first build. At the time, I had never done a TL setup before and asked Chris if I needed rim tape thinking maybe the TL sku for the wheelset made it unnecessary.
Chris confirmed that I did not need rim tape. I used a floor pump and pumped the tire to about 60psi before there was a loud bang, carbon shards flew, and the rim wall delaminated. I was shocked.
I assumed I had done something wrong. I went to an LBS and explained what had happened, and asked them to setup my other wheel TL. If all went well, I would simply order another wheel to replace the one I had presumably messed up.
Unfortunately, the LBS pumped it and it exploded again sending one of their employees to the hospital (non-serious injury but another shock to me).
Clearly, the deep section cavity cannot take pressurization. On my ICANN wheelset, this is impossible as there's clearly a hole that would release build up if any leaked past the rim tape.
The final disappointment was Chris being unwilling to give me a refund and instead trying to get me to accept new rims and rebuild using the leftover spokes and hub. I kept demanding a refund until Chris stopped responding. I did a chargeback but was so sick of the situation that I didn't follow through with the back-and-forth and see what their lame excuse was.
Fast forward a year later, the R-168 frame has been great to me. I wasn't aware of the general negative sentiment (one year ago, VB was known as having the best post-sales support) and assumed I was a one-off. I followed up on my old thread with Chris asking if he'd honor a refund if I ordered another frame (I also needed a refund for the bottle cages that never came). He agreed but he refunded only one wheel (the cheaper one!) of the wheelset.
The new frame has worked well. I paired with an ICANN wheelset again. I'm still not sure if one should use rim tape with the VB wheelset or not, but either way, it's a serious design flaw for the rim to delaminate at moderate pressure.
I ordered their wheelset (VB-RC-50 25mm tubeless) for my first build. At the time, I had never done a TL setup before and asked Chris if I needed rim tape thinking maybe the TL sku for the wheelset made it unnecessary.
Chris confirmed that I did not need rim tape. I used a floor pump and pumped the tire to about 60psi before there was a loud bang, carbon shards flew, and the rim wall delaminated. I was shocked.
I assumed I had done something wrong. I went to an LBS and explained what had happened, and asked them to setup my other wheel TL. If all went well, I would simply order another wheel to replace the one I had presumably messed up.
Unfortunately, the LBS pumped it and it exploded again sending one of their employees to the hospital (non-serious injury but another shock to me).
Clearly, the deep section cavity cannot take pressurization. On my ICANN wheelset, this is impossible as there's clearly a hole that would release build up if any leaked past the rim tape.
The final disappointment was Chris being unwilling to give me a refund and instead trying to get me to accept new rims and rebuild using the leftover spokes and hub. I kept demanding a refund until Chris stopped responding. I did a chargeback but was so sick of the situation that I didn't follow through with the back-and-forth and see what their lame excuse was.
Fast forward a year later, the R-168 frame has been great to me. I wasn't aware of the general negative sentiment (one year ago, VB was known as having the best post-sales support) and assumed I was a one-off. I followed up on my old thread with Chris asking if he'd honor a refund if I ordered another frame (I also needed a refund for the bottle cages that never came). He agreed but he refunded only one wheel (the cheaper one!) of the wheelset.
The new frame has worked well. I paired with an ICANN wheelset again. I'm still not sure if one should use rim tape with the VB wheelset or not, but either way, it's a serious design flaw for the rim to delaminate at moderate pressure.