I bought a Rotor Uno electronic drivetrain and I’ve had a terrible time setting it up. I first received a defective derailleur and Rotor was not really interested in talking to me until I got aggressive about it. The new derailleur works but has been an unbelievable pain to set up. As Rotor doesn’t seem to care about customer service I’m wondering whether anybody here has an pointers.
Out of curiosity, have you been dealing with the Rotor guys (in Spain?) or their new overlords at Wheeltop in China? (Sorry, I know nothing helpful, but am curious about support from Wheeltop.)
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The Rotor stuff is made by Wheeltop but that’s where it ends. So Wheeltop would just refer me back to Rotor. I was dealing with their folks in Madrid.
I’d like to think the poor customer service is because they’ve slashed jobs by that is not the case. I spoke with their Director of sales Alejandro who seemed to be a pretty straight up decent guy. I’m not sure what the management climate is there.
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The Cade media YouTube channel also had a horrible time installing this. Maybe you could contact them for some help? Their video:
That was very helpful. It didn’t help me address the problems. It helped me address any sense I had that the experience was attributable to any of my own mechanical abilities or problem solving. My experience was exactly as they described.
The issue I had is with Rotor’s customer service and now I’m particularly angry because it’s clear that they know that this is not just an occasional problem. I contacted them letting them know all the steps I took, including putting the old derailleur in a makeshift Faraday cage, and they wanted me to take a video of the derailleur not working. Then they just dropped me. They disappeared. I made a HUGE deal over it and got their attention when I contacted their executive Board members:-)
Thanks again for this. It was cathartic.
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