DT Swiss Recall Letter

Dear customers,

Today we are reaching out to you to give an important update of the current situation regarding our ERC/CRC/HEC product safety warning from last Saturday, July 12th. First of all we want to thank you for the very objective, trustful and solution-orientated discussions we had during the last days. We fully understand that you are waiting for solutions to sell and your customers are waiting for solutions to ride their bikes again.

The product safety warning changes into an official product safety recall with a respective recall process. Whilst the original Stop Ride Notice applied to selected ERC, CRC and HEC wheels, the product safety recall also includes ARC models manufactured in the same factory. Although no product defects have been reported for the ARC series, detailed quality checks have revealed similar manufacturing issues to the previously identified ERC/CRC/HEC models.

The following information are based on the official product safety recall form and suitable for communication with end customers. Because riders’ safety is our highest priority, we are issuing a product safety recall for certain DT Swiss ARC, ERC, CRC and HEC wheels.

 

WHICH PRODUCTS ARE AFFECTED?

Due to our investigations we know that there is a risk for rims from the ARC, ERC, CRC and HEC model series that were manufactured at the same production facility in Vietnam starting from August 1, 2024.

 

Please note that ARC wheel models with rim heights of 38, 62, 80 and 85 mm are NOT affected by the recall. All rims manufactured in DT Swiss' own factory in Poland are also NOT affected by this recall.

– ARC 1100, 1400, 1600 DICUT 50 / 55 / 65

– ARC 1600 SPLINE 50 / 55 /65

– ERC 1100, 1400, 1600 DICUT 35 / 45

– ERC 1600 SPLINE 35 / 45

– ERC LOG CLASSIC 45

– CRC 1100 DICUT 45

– CRC 1400, 1600 SPLINE 35 / 45

– HEC 1400 SPLINE 4

Products with a DT Swiss ID starting from 2740000 are potentially affected by the product safety recall.

 

WHY IS THIS PRODUCT DANGEROUS?

The analysis of reported incidents of wheels from the ERC product families has shown that spontaneous delamination (i.e., the separation of the outermost carbon layers) can occur around the rim flange in the mentioned model series (see the graphic below). This type of delamination leads to significant structural weakening, potentially resulting in complete rim failure. Due to this product defect, there is an increased risk of accidents that could lead to property damage, serious injury, or death.

 

HOW TO IDENTIFY AFFECTED PRODUCTS?

To check whether the product is affected by this product safety recall the DT Swiss ID tool has to be used on the dedicated website: http://www.dtswiss.com/recall

Please note: Only bicycle wheels with a DT Swiss ID number starting with 2740000 are potentially affected by this product safety recall! Not all products with a DT Swiss ID number starting with 2740000 are necessarily affected by this product safety recall.

THE REMEDY PROCESS - QUALITY TEST

Since not all products in the model series mentioned are actually affected by a product defect, we check all products returned to us using a quality test developed for this product safety recall in order to identify the defective products. With this quality test, we set internal company requirements that exceed the specifications of the relevant industry standard (ISO 4210 series). Only products that meet these strict internal requirements are declared safe, appropriately labelled, and their serial numbers added to a so-called whitelist, so they can be returned after approval.

The DT Swiss service centre locations are instructed and enabled to process inspection, quality testing and release of wheels affected from this product safety recall.

YOUR SUPPORT IS APPRECIATED FOR THE FOLLOWING ACTIONS;

In this product safety recall process, your participation and the respect of the instructions below are essential for the success of this product safety recall process:

1. Please contact end customers and inform them about this product recall if they have purchased or serviced bicycles or aftermarket wheels, with products, that are affected by this recall. Out of an abundance of caution, and in the interest of consumer safety, we are asking all customers to stop using the affected products. In order to limit the risks, we are kindly asking you to contact all of the customers, whom you sold a bike or wheels to (also those customers that might have bought such a bike/wheel product as second hand), to check their DT Swiss ID and if affected, inform them to stop riding it and assist them in the recall process. We kindly ask you to notify us if one of your customers decides not to return their wheels.

2. Welcoming the customers in shop

With this product safety recall, riders, customers of your shop or others might contact you. We are asking you to give them information and assist them in the process to check if their wheels are affected with your best professionalism.

3. Removal and shipment of the wheels

All used wheel or wheels from end customers affected by this product safety recall, whether aftermarket (i.e., ASM) or OEM wheels, must be included, even if the user cannot provide proof of purchase for the bicycle or the wheels. Please check the DT Swiss ID on the rim, on the tubeless tape or on the rim bed in order to identify via the landing page http://www.dtswiss.com/recall if the products are affected.

II. E-Mail about further process, shipping and boxes

Within 24 hours, everyone who has registered will receive country-specific information from their assigned service centre. This includes information about the next steps, shipping information, and a link to order shipping boxes free of charge.

III. Preparation for shipment

End customer (with/without support of dealer) or dealer should send the wheels to the assigned DT Swiss Service Centre in their region (if possible, without components like tires, tubes, cassette and discs, info mail will instruct accordingly) in one wheel per box.

 

The following DT Swiss location is instructed and enabled to process inspection, quality testing and release of wheels affected from this recall:

DT Swiss AG Längfeld weg 101, 2504 Biel/Bienne, Schweiz

DT Swiss Polska Sp. z o.o. ul. Towa rowa 36, 64-600 Oborniki, Poland

DT Swiss Deutschland GmbH Albert-E instein-Strasse 3, 59302 Oelde, Deutschland

DT Swiss (France) SAS Parc d'a ctivités de la Sarrée, Route de Gourdon, 06620 Le Bar sur Loup, France

DT Swiss (Asia) Ltd Nantua District, No.5, Jingke 5th Rd., 408 Taichung City, Taiwan

DT Swiss, Inc. 2493 Ind ustrial Blvd., 81505 Grand Junction, Colorado, USA

Madison Cycles Roebuck Way, Knowlhill MK5 8HL Milton Keynes, Great Britain

At Madison Cycles (UK) there will be a DT Swiss crew to execute the testing, labelling and registration.

 

IV. Inspection and test at DT Swiss

As soon as the wheels arrive at the respective service centre, the whole process will take max. 20 working days, best case <10 working days. The wheels will be inspected by DT Swiss with a strict quality check beyond industry standards.

Once the wheels have been tested OK, wheelsets will be returned to the registered address. The wheels will be returned in the same condition as they were delivered. If a wheel is found to be defective, we will immediately contact you with a replacement proposal of the same or higher quality.

V. Refund

DT Swiss offers a financial compensation to cover the labour after returning the wheels. This compensation differs from country to country due to exchange

rates and the general cost level of the respective country. With the initial information after registration, you’ll receive a link to apply for refund of recall

expenses.

FURTHER QUESTIONS:

We prepared an FAQ list below and we remain available to answer your questions through the same way as usual. Please, don’t hesitate to reach out recall@dtswiss.com

We thank you for your understanding and present you our apologies for the inconveniences this replacement may create.

 

Best regards,

Your DT Swiss Team

 

FAQ:

I cannot find the DT Swiss ID on the rim, tubeless tape or rim bed?

If the stickers with the DT Swiss ID number on your product are no longer visible in the locations shown above or have become illegible due to wear or aging, you can also send us the rim series number located under the rim tape to the email address recall@dtswiss.com (see image below). With this number, our team can perform a manual search to check whether your product is affected by the product safety recall.

Why should I stop riding my wheels if they look fine?

This type of delamination that can occur leads to significant structural weakening, potentially resulting in complete rim failure. Due to this product defect, there is an increased risk of accidents that could lead to property damage, serious injury, or death.

What happens if a customer refuses to return the wheel?

We would like you to report us if any of your customers decided to not bring back their wheels.

How long will the test take?

We aim to send you the wheels back after 10 working days to maximum 20 working days.

Who pays for transport / shipping?

Shipping is free of charge. Transport and shipping solutions vary by country. Please refer to the email you will receive after registration for detailed information.

Am I allowed to do the test or inspect the wheels as a dealer?

Even as a dealer, you are NOT allowed to perform the necessary test to qualify wheels as OK or NOT-OK.

Why has this issue only been identified now for ARC wheels?

Whilst the original Stop Ride Notice (12th July 2025) applied to selected ERC, CRC and HEC wheels, the recall also includes ARC models manufactured in the same factory. Although no product defects have been reported for the ARC series, detailed quality checks have revealed similar manufacturing issues to the previously identified ERC/CRC/HEC models.

As a dealer. Do I need to register all affected wheels or can I register one and consolidate all wheels to one shipment?

If you have identified more than 6 wheels affected you can send all further affected wheels without registration.

What should I say to customers asking for an immediate refund or replacement?

Consumer law allows 10 days for a check of the products. To avoid escalation cases please contact recall@dtswiss.com for individual solutions.

Will DT Swiss provide demo wheels for affected customers during the waiting period?

Today are not able to provide a fair temporary replacement to all affected riders. Instead we focus on a fast quality test and return process.

Will there be credit notes or replacement products for unsold inventory in the affected product range?

Please check your inventory via DT Swiss ID and release not affected wheels. Please send us the wheels affected by this product safety recall. Those returned wheels will be replaced by wheels that have been checked and passed the internal quality test.

Is there a tracking option for wheels that have been sent in?

No.

How will OEM partners be supported in this process?

OEM customers who specified the affected wheels in their bikes will get the same instructions for their dealers like you see above. The process is the same if bikes are already on dealers` stock or have been sold to end customers.

I don’t have time to remove tires, rim tape, discs and cassette. Can I sent wheels with these components?

Yes. But it helps for a faster through put time if you remove the parts. Labour will be compensated after the return of wheels or a potential replacement.

Will I receive confirmation once my wheelset has been inspected?

This depends on the test result. If your wheels are tested and released, we will organize the return shipment for your product and will contact you via email as soon as your package is in parcel. If one of your wheels will be qualified as defect by the quality test, we will either replace this wheel with the identical model and if this is not possible contact you with a replacement proposal of the same or higher quality.

How will I know when my wheelset is being returned?

We will contact you via email to inform you that your package is in parcel.

Do I need to send the whole wheelset, even if the DT Swiss ID tool is saying that there is only one wheel affected?

Even if only one wheel is affected according to the DT Swiss ID tool, we ask that you send in both wheels. This makes it easier for us to find a solution in the event that one of the wheels is rejected during the quality inspection.

Is it acceptable for dealers/consumers to use their own boxes for the return shipment?

Yes, if you already have wheel boxes at home, you can of course send in your wheelset. Just follow the instructions in the information mail.

 

Find more FAQs and updates on www.dtswiss.com/recall