Recently, I had a concerning experience with the service department at Propel Bikes, which has unfortunately overshadowed my otherwise positive experiences with their bike purchasing process. While I appreciate Propel’s bikes, my encounter with their maintenance service has left me questioning their expertise and attention to detail.
My issue began when I brought my Gazelle bike to Propel for motor diagnostics and repair in December. After a couple of weeks, they replaced the motor, and initially, I was satisfied. However, the real problem surfaced when I attempted to replace my rear wheel to install a new one with a Kindernay hub. As part of this process, I needed to remove the crank arms.
The right crank arm came off without significant issues, but the left one proved to be an absolute nightmare. It took me two days of intensive work with a grinder and drill to finally remove it. The reason for this excessive difficulty became clear upon closer inspection: Propel’s service technicians had applied red thread locker to the ISIS mount.
Red thread locker, as anyone with basic mechanical knowledge knows, is designed for permanent fastening. It’s baffling why anyone would use it on crank arms, which are explicitly designed for removal for maintenance and component changes. Even someone like myself, with a background in software engineering rather than mechanics, understands the difference between permanent red and temporary blue thread locker. Crank arms require the latter, or in many cases, just proper torque.
This discovery raises serious questions about the competency of Propel Bikes’ service department. Did they simply not know the proper use of thread locker, or was it a careless mistake? Regardless of the reason, applying red thread locker to crank arms is a significant error that caused me considerable time and frustration. It also makes me wonder about their procedures for future maintenance – how would they have removed the crank arms themselves if needed?
This incident has completely eroded my confidence in Propel Bikes’ service. While I appreciate the initial contact from Propel and Chris to discuss the issue, this single incident suggests a systemic problem in their service quality. Moving forward, I will be handling all my bike maintenance myself to avoid such issues. My advice to other cyclists is to be highly cautious when entrusting your bike to Propel’s service department and perhaps consider seeking service elsewhere to ensure quality work and prevent similar maintenance headaches. Using quality components is important, but competent service is equally crucial for a positive biking experience.
