Technicalities aside this all reads like good news to me.

Your perseverance and refusal to be "fobbed off" has paid dividends. Welldone.

As Colin says now they have admitted responsibility you want it to be put right.

Pleased for you
MikeT

Quote: ExRex wrote in post #26

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my axle would be sent to a local machine shop to have the stub axle threads "machined"

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I agree it is a big step forward to have them accept liability and offer to put things right.

Having said that I would not accept that the stub axle being machined and re-threaded is good enough; others' have pointed out the probelms with this approach and a non standard hub nut is to be avoided completely.

Going back to your original post I see that when the problem first reared its head and the rectification work was to be carried out by them but at your cost the remedy was to replace the axle.
This is the quote from your original post - "You require the axle to be replaced, due to the nut seizing on the hub. This is not covered under warranty as it is seen to be due to “environmental” factors i.e., rust/grit/dirt in the thread. To replace the axle, it will cost £1991.88 Including VAT and labour. Without a new axle it cannot be driven as this is extremely dangerous."

I would take that statement back to them and stick by your guns until they replace the axle with a new one. You have every right to accept nothing less.

Best wishes,
Steve.

I wonder whether a chat with Citizens Advice would be helpful here, to get a good approach sorted out before going back to them..

Absolutely no disrespect intendended...

Another (final) update - I picked up my Eriba today after having had the axle removed, the thread on the end of the stub axle redressed and everything put back together again. Apparently, Al-Ko were "heavily involved" in the process to ensure everything was done correctly. All seems good now and no cost to me, other than the original service cost. It has been quite a worrying experience though and thanks to eveyone again for your help / advice / feedback, which helped tremendously to write my letter of complaint - I guess I'll never know what would have happened if I hadn't complained....

I found out that the cause of the issue was the service tech using a pneumatic gun to remove the one-shot nuts and one cross threaded at the end of the axle - no damage to the main threads on the rest of the axle so it could have been worse. It seems that the apprentice service clerk who wrote the email to me, stating that I had to pay for a new axle, is taking the blame for the "misunderstanding" though.

I hope eveyone has a good Christmas and loking forward to getting out and about again in the New Year, COVID restrictions permitting....

Pneumatic guns are the worst thing. So many tyre bays refit wheels using them, you have no chance of getting one off in the event of a puncture.

Great news - in the end an early gift from Santa.....................................

MikeT

It was good to see you have had an excellent resolution to your service issue. Well done you. And a thankyou to all the advice and guidance given and received from those members who responded to the situation.