First of all: I am not a fan of promoting companies or products. We already have enough advertisements around us.
But also: In a world where most bigger companies don't give a shit about customers it's worth pointing out the positive exceptions.
Yesterday on my way to work I figured that something is wrong with the newly overhauled drivetrain on my #
bicycle. It made a lot of noise and the shifting was not smooth at all. At first I thought it was a adjustment problem but upon closer inspection I realized that the pulley wheels on the rear derailleur and the chain do not work well together. It seemed to me like my replacements were not compatible
Somewhat hesitant (after my unpleasant encounter with the rather ignorant and arrogant #
Shimano support last year) I decided to ask #
SRAM rider support for help and described the problem to them.
Here is how they responded in less than 24h:
Hello Frank,
Thanks for contacting SRAM Rider Support.
At first glance, I cannot identify any clear incompatibility. The GX 2x10 derailleur you purchased uses the same Exact Actuation pull ratio as the X9 shifter/derailleur, so there shouldn't be any issues there. The chain and cassette are appropriate as well. To ensure I'm understanding correctly, this was a complete overhaul with the cassette, RD, chain, and chainring all in new condition. Is that accurate? Which size of PG-1030 cassette are you using? Is the cassette size different than the original?
Could you send a video of the chain interacting with the pulley wheels? Rotating the cranks at a slow pace so that I can analyze the interaction clearly would be optimal.
Thanks in advance,
One can see straight away that this person has read and understood the request and is invested into helping to figure out the problem. From my experience with customer support this is rather rare.
Only by reading their response I figured out what was wrong. I had replaced all parts apart from the chain that was not older than 4 months (Yeah I know that everything SHOULD be replaced at the same time but I did not think that it would not work with a chain that is only 4 months old and that has not been used extensively).
So I replaced the chain and voila - the problem is gone.
#
learning #
bicyclerepair
