MAVIC Customer Service Hell
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  1. #1
    TKB
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    MAVIC Customer Service Hell

    The rear hub on my Aksium wheels failed at the crappy plastic bushing after less than 3K miles. Just scream of death while on a charity ride about a month ago. Took it apart, identified the problem and tried to get a replacement part from mavic. This took over a month. My LBS tried and failed to get in touch with customer service and ultimately suggested I find a new hub online which I did.

    MAVIC finally responded after 4-5 days to my email request for info. By that time, I'd already identified the part, talked to the retailer and had the new hub in my hands.

    Today they made the mistake of sending a customer satisfaction survey. Here's my response......"You have absolutely the worst customer service. It is hard to identify the parts on your site, in fact they aren't available at all on the site. The response time for both me and my local bike shop was measured in WEEKS. That is just unacceptable in this day and age. I honestly don't know how you'll survive if that is what you think is customer service. Also, my hub failed at an engineering weak point. It would have been nice to know about it beforehand, maybe some attention or preventative maintenance would have prevented this. I will not ever buy a Mavic product. As soon as I can afford to, I'm replacing these wheels. Really, I'm not angry, just dumbfounded that you're still in business."

  2. #2
    TKB
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    BTW props to Trek store in Wayne, PA for lending me a nice new Domane for several weeks, being conscientious about following up with me and doing the repair. The Domane is a nice ride, especially the wheels.

    Also, Worldwide Cyclery online and brick/mortar retailer found and delivered my new hub. Really responsive guys.

  3. #3
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    Quote Originally Posted by TKB View Post
    The rear hub on my Aksium wheels failed at the crappy plastic bushing after less than 3K miles. Just scream of death while on a charity ride about a month ago. Took it apart, identified the problem and tried to get a replacement part from mavic. This took over a month. My LBS tried and failed to get in touch with customer service and ultimately suggested I find a new hub online which I did.

    MAVIC finally responded after 4-5 days to my email request for info. By that time, I'd already identified the part, talked to the retailer and had the new hub in my hands.

    Today they made the mistake of sending a customer satisfaction survey. Here's my response......"You have absolutely the worst customer service. It is hard to identify the parts on your site, in fact they aren't available at all on the site. The response time for both me and my local bike shop was measured in WEEKS. That is just unacceptable in this day and age. I honestly don't know how you'll survive if that is what you think is customer service. Also, my hub failed at an engineering weak point. It would have been nice to know about it beforehand, maybe some attention or preventative maintenance would have prevented this. I will not ever buy a Mavic product. As soon as I can afford to, I'm replacing these wheels. Really, I'm not angry, just dumbfounded that you're still in business."
    Perhaps one of the reason for this is that Mavic was sold earlier this year to a US private equity firm, and often chaos ensue during the transition. I had a similar experience with Reynolds Cycling after they were acquired by Hayes late last year. I needed to replaced the rear hub shell on my Strike after a broken spoke pull through the flange. I was told they have the part, but could not sell it me due to new company policy and only offered me a discount to a new wheelset. This is particularly frustrating as I had previously purchased parts from Reynolds with no issues.

    It'll be interesting to see if how Mavic respond to your survey, if at all.

  4. #4
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    Quote Originally Posted by nova_rider View Post
    Perhaps one of the reason for this is that Mavic was sold earlier this year to a US private equity firm, and often chaos ensue during the transition. I had a similar experience with Reynolds Cycling after they were acquired by Hayes late last year. I needed to replaced the rear hub shell on my Strike after a broken spoke pull through the flange. I was told they have the part, but could not sell it me due to new company policy and only offered me a discount to a new wheelset. This is particularly frustrating as I had previously purchased parts from Reynolds with no issues.

    It'll be interesting to see if how Mavic respond to your survey, if at all.
    Mavic is renowned for this crap. Parts are hard to find, harder to order, and expensive...some of the many reasons Mavic products are unliked on this forum. Mavic's CS was crapola even before AMER bought them 10 years ago.
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  5. #5
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    Quote Originally Posted by nova_rider View Post
    Perhaps one of the reason for this is that Mavic was sold earlier this year to a US private equity firm, and often chaos ensue during the transition.
    Fortunately Enve wasn't part of that sale, they have great products IMHO.
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  6. #6
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    Oddly enough the 'freehub' you needed...not the 'hub'...can be ordered quite easily from QBP. They're the largest bicycle parts distributor in the world and nearly every shop in the country has an account w/ them. I still hate Mavic, but it should have been very easy to order the part if it was actually needed. At 3000mi I doubt you had ruined the original, it most likely just needed to be cleaned and lubed. I can't count how many times I've done this.
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  7. #7
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    Quote Originally Posted by cxwrench View Post
    Oddly enough the 'freehub' you needed...not the 'hub'...can be ordered quite easily from QBP. They're the largest bicycle parts distributor in the world and nearly every shop in the country has an account w/ them.
    One has to wonder why the OP's local shop didn't know this.

    The hub "failure" is yet another reason to stay away from boutique wheels with proprietary parts. Not necessarily for the failure, but for the ease of obtaining replacement parts.

  8. #8
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    MAVIC Customer Service Hell

    I vaguely remember that the squealing can be fixed by removing the freewheel and lightly lubing the plastic bushing. Fixed mine that way. Easy to do. Someone on eBay (the hub doctor?) even makes a kit to replace the bushing with a real bearing.

    Edit: yeah, what cx wrote.

  9. #9
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    This is an easy fix. There are video's on YouTube on how to do this...
    If your opinion differs from mine, ..........Too bad.
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  10. #10
    'brifter' is a lame word.
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    Quote Originally Posted by MR_GRUMPY View Post
    This is an easy fix. There are video's on YouTube on how to do this...
    Please end apostrophe abuse.
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  11. #11
    Rub it............
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    And just and FYI, you can get a bearing that replaces the bushing on Ebay. Done it before and it works well

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  12. #12
    TKB
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    Would be nice if they told someone that it needed lube. There was a gash/crack in the plastic bushing....

  13. #13
    TKB
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    Thanks for all the suggestions. Bike is back in the shop. Went 1 mile and the noise was back and it would not freewheel. Looked down at 20 mph and the chain was relaxing on TOP of the chain stay....Stay tuned.

  14. #14
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    How to lube Mavic Aksium freehub bushing (a new wheel shouldn't need this)

    https://www.youtube.com/watch?v=oFzsBGGbTZU
    If your opinion differs from mine, ..........Too bad.
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    Buying parts to hang on your bike is always easier than getting fit.

    If you feel wimpy and weak, get out and train more, ya wee lassie!

    If Jesus had a gun, he'd be alive today!

  15. #15
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    Quote Originally Posted by TKB View Post
    Thanks for all the suggestions. Bike is back in the shop. Went 1 mile and the noise was back and it would not freewheel. Looked down at 20 mph and the chain was relaxing on TOP of the chain stay....Stay tuned.
    I think the problem may lie with your LBS.

  16. #16
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    Was that flat washer in there? Might caused the freewheel to bind up if it were left out.

  17. #17
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    Quote Originally Posted by TKB View Post
    The rear hub on my Aksium wheels failed at the crappy plastic bushing after less than 3K miles. Just scream of death while on a charity ride about a month ago. Took it apart, identified the problem and tried to get a replacement part from mavic. This took over a month. My LBS tried and failed to get in touch with customer service and ultimately suggested I find a new hub online which I did.

    MAVIC finally responded after 4-5 days to my email request for info. By that time, I'd already identified the part, talked to the retailer and had the new hub in my hands.

    Today they made the mistake of sending a customer satisfaction survey. Here's my response......"You have absolutely the worst customer service. It is hard to identify the parts on your site, in fact they aren't available at all on the site. The response time for both me and my local bike shop was measured in WEEKS. That is just unacceptable in this day and age. I honestly don't know how you'll survive if that is what you think is customer service. Also, my hub failed at an engineering weak point. It would have been nice to know about it beforehand, maybe some attention or preventative maintenance would have prevented this. I will not ever buy a Mavic product. As soon as I can afford to, I'm replacing these wheels. Really, I'm not angry, just dumbfounded that you're still in business."
    I read about their customer service problems and steered clear of those wheels.

    I know a guy who had issues with his wheels and he stated that the cost to fix was pretty high - are the parts proprietary and only certain shops can do the repairs?
    Last edited by Methodical; 08-06-2019 at 08:48 AM.

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