I’m truly disappointed with my experience as a Factor customer. I bought a Factor bike expecting top-tier quality and support, but instead faced major safety issues and a lack of accountability.
The carbon wheels that came with my bike started snapping spokes during mountain descents — no crashes, no extra load, no visible damage. This happened on both wheels and posed a serious safety risk. I reported the issue immediately, along with unusually loud drivetrain noise, but their distributor handled it poorly.
Instead of sending the wheels to Factor for proper analysis, they gave them to some “friendly” external workshop. No proper diagnostics, no investigation into spoke failure or drivetrain behavior — just a quick spoke replacement and a superficial inspection.
The loud drivetrain wasn’t just noise — the hub’s freehub body (CeramicSpeed bearings) showed abnormal wear after only 3–4k km, rendering them useless and ready for the trash. The drivetrain noise persisted in middle gears, whether using SRAM or Shimano groupsets, so the issue was clearly with the wheels, not the groupset compatibility.
Worse, their representative mocked my concerns, denied earlier statements, and made no real effort to resolve the situation. Factor’s global team showed little willingness to step in, even after I raised the alarm about how this was being handled. After three months (!) of waiting, I was told — following a one-day “inspection” — that the damage was “external” and not covered under warranty.
I take safety seriously and don’t want to experience a spoke snapping for the third time. I’ve replaced the wheels with a trusted brand and will never ride the originals again — I can’t even sell them in good conscience.
Sadly, Factor didn’t live up to its premium reputation. For a brand in this price range, I expected professionalism, transparency, and above all, a commitment to rider safety. I can’t recommend them after this experience.
by Both_Road6002