I wouldn't think too hard about this email. She's just a Customer Service Rep, might not even ride bikes. The email says, "should you wear out the originals". My friend, it is likely that you will destroy the original rear wheel on one good pothole or bump. She's just getting ready for the typical American expectation that if you complain to the factory, you'll get unlimited free rear wheels. When you have a rear wheel built that will not crumble under 400lbs, you'll spend ~$150. You understand this but lots of folks don't.