After a few days working on this problem, we have finally identified the issue that has been occurring in a significant number of our freewheel hubs. This problem is related to the heat treatment of the material of some of the hub's teeth, which has not been carried out according to the specifications detailed by our engineers in the blueprints. This deviation is attributed to an error on the part of the manufacturer and, unfortunately, it could not be detected from our facilities. As a direct consequence of this deviation, premature wear of the teeth has been observed, resulting in a system failure.
We are pleased to inform you that we are already taking measures to address this issue. Starting from November 20th, all spare parts with the new material will be arriving at our offices. These spare parts will be sent free of charge to all individuals affected by this situation.
Consequently, all bicycles ordered with the freehub will be delayed until mid-December to receive the appropriate teeth material.
We kindly request that you get in touch with us through your trusted distributor or by sending an email to firstname.lastname@example.org.
We deeply regret any inconvenience this problem may have caused our customers. This situation is equally frustrating for us, as we have invested many months in the development of this product, and it weighs heavily on us that a material error may impact your experience. We hope to resolve this situation in the coming days and trust that you will soon be able to enjoy your hubs as we designed them.
We appreciate your understanding and patience in this matter.
Clean Trials SL”