Stem safety notice for woom ORIGINAL 2018-2021 with a one-bolt stem clamp design


Dear valued woom customer,

We would like to inform you about a safety notice relating to a specific range of our woom ORIGINAL bikes from model years 2018–2021 with a one-bolt stem clamp design, using a single silver bolt.


We have discovered a small likelihood that the stem, which connects the handlebars to the fork, may become loose or detach, impacting the steering. We are issuing a stop-ride safety notice for all riders of the affected woom ORIGINAL bikes until the stem has been serviced.

Does it affect your bike? 

Identify your model here

Your child's safety remains our top priority.

We have developed a quick and simple process to help you find out if your bicycle 

is affected.

  • Step one: Find out if your bike is affected, using the Online Stem Checker.
  • Step two: If your bike is affected, order your free woom ORIGINAL Stem Maintenance Kit with free shipping, containing everything you need to service your stem.
  • Step three: Use your woom ORIGINAL Stem Maintenance Kit to secure the stem.

Please use our Online Stem Checker now.

Identify my bike.

Affected bike owners will also be eligible to receive a voucher for a free stem service at participating woom dealers. This is an additional option for an immediate fix while your kit is being delivered: Find your local dealer using our dealer locator and make an appointment to take your woom ORIGINAL in store for a professional service to get your child back on their bike in no time at all.

On our website, you will find specific resources to help answer any questions or concerns you may have regarding this safety notice.

Please read the FAQ below for more information or contact us at productsafetyEU@woom.com. 

We apologise for the inconvenience and thank you for working with us to ensure the safest-possible ride for your child.


Sincerely

Your woom team



FAQ

Stem Safety Notice & Remedy


1.  What is the stem safety notice?

woom ORIGINALs from model years 2018–2021 with a one-bolt stem clamp design require maintenance to the stem: There is a risk that the stem, which connects the handlebars to the fork, becomes loose or detaches, posing a risk of injury.

We are therefore issuing a stop-ride safety notice for all riders of the affected woom ORIGINAL bikes until the stem has been serviced. All affected bike owners are now eligible for a free woom ORIGINAL Stem Maintenance Kit.


Please stop using your bike until you have taken the required steps!



2. Are all woom ORIGINAL bikes affected?

No, they are not. The stem safety notice affects woom ORIGINAL bikes from model years 2018–2021 in size 1, 1 PLUS, 2, 3, 4, 5, & 6 that can be identified by their one-bolt stem clamp design and a silver bolt. 

Newer woom ORIGINAL bikes (MY2022 and onwards) are not affected. They have a revised design using two bolts, which enhances safety.

Does it affect your bike? 

Identify your model here

Pre-model year 2018 woom ORIGINAL bikes are not affected. Their one-bolt stem clamp design has a black bolt.


The following models from all model years are not affected: woom OFF/OFF AIR, woom UP, woom NOW. If you own one of these bikes, you’re good to keep riding! 

The easiest way to identify your bike is by using the Online Stem Checker we developed. 

Does it affect your bike? 

Identify your model here


3. How serious is the risk with the stem safety issue?

The risk of the stem detaching is extremely low. This risk is increased when the stem clamp bolt is not sufficiently tightened using a torque wrench to the recommended 10 Nm. 



4. How can I solve the stem safety issue on my child’s woom ORIGINAL?

  • Step one: Complete the Online Stem Checker to identify your bike and find out if it is affected. 
  • Step two: If necessary, the Online Stem Checker will allow you to order your free woom ORIGINAL Stem Maintenance Kit, which will be shipped free of charge, containing everything you need to service your stem safely.
  • Stepp three: Follow the simple step-by-step instructions in the Maintenance Kit so that your child can get back on their bike as quickly as possible in maximum safety.

Free Stem Service: After ordering a Stem Maintenance Kit, woom customers in Europe will receive a voucher for a free stem service at their local woom dealer. This is an optional service: You may make an appointment with your preferred dealer and have the stem serviced for free. Use the woom dealer locator to find your closest woom retailer.


Here is a HOW TO video that will be useful when your delivery arrives.


5. How do I know if our bike may be affected by this stem safety notice?

If you own a woom ORIGINAL from the model years 2018–2021 with a one-bolt stem clamp design, your bike may be affected. Please use our Online Stem Checker to identify your bike.

Identify my bike


6. What tools do I need to service my stem?

Each woom ORIGINAL Stem Maintenance Kit contains a torque wrench, a sachet of assembly paste (5 g), a 5 mm hex key, and instructions.

In addition to that, you will need a cloth, paper towels or similar, and some general, multi-purpose or bike-specific solvent degreaser to clean the fork steerer tube.

  • For step-by-step instructions, click here.
  • To watch the HOW TO video, click here.


7. How do I know when my woom ORIGINAL is safe to ride again?

Your child may ride their woom ORIGINAL once you have carefully followed the instructions in your woom ORIGINAL Stem Maintenance Kit and serviced the stem. By applying assembly paste to the fork steerer and then tightening it to the correct torque, you will have made sure that the stem is firmly attached so that your woom bike is ready to ride again. 

Please keep the torque tool and check annually if the bolt is still tightened to 10 Nm as this will ensure reliable friction. If you need to remove the stem  – e.g. when packing your woom bike to transport it on an airplane  – please reapply assembly paste onto the steerer tube before reattaching the stem and tightening the bolt to 10 Nm.



8. My woom bike is pre-owned. Could it be affected?

Everyone who owns a potentially affected woom ORIGINAL bike, whether purchased new or used, will need to carry out the same basic bike maintenance to make sure the stem is safe to ride again. Even owners of pre-owned woom bikes are therefore still eligible for the free woom ORIGINAL Stem Maintenance Kit. 

We have created an online tool, the Online Stem Checker, to help you identify the origins of your woom ORIGINAL, so don’t worry if you don’t know when it was originally purchased. 

Identify my bike

If you find out that your bike is affected, you will need to take action. See here. 


Please stop using your bike until all required steps have been taken.


9. How do I service my stem?  

Look at our step-by-step visual guide detailing how to service your stem, while following the steps outlined below.

Included in your Stem Maintenance Kit you’ll find: a 5 mm hex key, a torque wrench, and a 5 g sachet of assembly paste that’s sufficient for three bikes.


You will need: paper towels or a cloth, a small amount of solvent degreaser (multi-purpose or bike-specific cleaning fluid).

  1. Loosen the bolt using the 5 mm hex key.
  2. Pull the stem and bar unit up and off the bike. 
  3. Clean the fork steerer tube using some solvent degreaser on a paper towel or cloth.
  4. Spread assembly paste evenly onto the fork steerer tube using your fingertip.
  5. Remount the stem. Tip: Position the bars as straight as possible on your first time.
  6. Now straighten the bars perfectly.
  7. Tighten the bolt to a torque of 10 Nm using your new torque wrench.
  8. Check that the bars are sufficiently tightened by tilting and twisting them.
  9. No movement? Great. Your bike is ready for use immediately.

No movement at all? Excellent! Your woom ORIGINAL is now ready to ride. No waiting time needed.


10. How long do I need to wait after the paste has been applied?

After completing the recommended maintenance, your woom ORIGINAL will be ready to ride immediately.



11. In which countries is the woom ORIGINAL Stem Maintenance Kit delivered?

We deliver woom ORIGINAL Stem Maintenance Kits directly to our customers in EU member states and Switzerland through our online stem checker/online shop. Customers from other European countries (including the UK) are kindly requested to contact customer service directly at the email address: productsafetyEU@woom.com.

Update: If your're located in the UK please reach out to our partner help@littlebike.co.uk to get your free maintenance kit.


12. Why does the woom ORIGINAL Stem Maintenance Kit cost one Swiss Franc in Switzerland? Shouldn't the kit be free?

In order to prevent the package from getting stuck at customs, we are required to declare a monetary value for the product. Therefore, the woom ORIGINAL Stem Maintenance Kit appears with a price of one Swiss Franc in the Swiss online shop. However, this monetary amount will be deducted during the ordering process. The kit (including delivery) is also free for customers in Switzerland.

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