em3ev support?

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Yermommy   1 W

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em3ev support?

Post by Yermommy » Oct 31 2018 9:27pm

I hate to post about this publicly, but I haven't received a response from em3ev for 4 days and have no idea when my order will arrive. The arrival date is important because I live in a neighborhood with a high package theft rate.

I bought a qs205 laced into a 17" moto wheel on 10/20/18. I was told it would be shipped Friday 10/26/18. The delivery man conveniently "missed my package" and instead it was supposedly shipped on Monday 10/29/18, but I never received a tracking number. I have emailed Moon several times over the course of the week and received no replies.

Is this typical customer service for em3ev? Their factory tour on youtube looked very impressive but their customer support is lacking severely. I no longer have much confidence in them or their ability to deliver finished products.

If there is a delay, do not lie to the customer; tell them rather than lying and ignoring them...

2old   10 kW

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Re: em3ev support?

Post by 2old » Nov 01 2018 7:29am

Send your information to Paul. I'm sure he'll respond promptly as long as it's not their weekend when the message arrives.

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izeman   10 GW

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Re: em3ev support?

Post by izeman » Nov 01 2018 11:38am

This sounds VERY uncommon for em3ev. I always got 1st class service from them. Also Moon was very fast in replies. But you never know - ppl get ill, are on vacation, there are public holidays in China ....
As mentioned, ask Paul, and he will help you for sure (if he's not on a plane atm ....)
Also consider different time zones when waiting for replies.


Yermommy   1 W

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Re: em3ev support?

Post by Yermommy » Nov 02 2018 8:01pm

I finally got my tracking number. My package was shipped today, 11/2/18, after immediate payment on 10/20/18. Not sure what happened but I am not impressed.

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izeman   10 GW

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Re: em3ev support?

Post by izeman » Nov 03 2018 5:04am

Did you order a battery as well? Afaik batteries and wheels are made "on demand", so will take some days to be ready to ship. 2 weeks delay is not nice though.

Yermommy   1 W

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Re: em3ev support?

Post by Yermommy » Nov 05 2018 9:46pm

I received my tracking number and an explanation from Moon. Based upon everybody else’s experience on ES with EM3ev, I think this truly was a combination of bad timing on their part. I won’t hold it against them in the future.

Aeron   100 mW

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Re: em3ev support?

Post by Aeron » Dec 12 2018 3:30am

I had a similar experience. Order paid on 11/24 after several emails to get a proper quote (they only offered express shipping for their battery bag, twice as expensive as the bag itself), and shipped on 12/7. It took 1 PM to Moon on ES and two emails to know my order was shipped (and the trackng number).
Really disapointing IMO.

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ChrisJTX   100 mW

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Re: em3ev support?

Post by ChrisJTX » Dec 22 2018 1:19pm

I had a great experience with em3ev. Ordered on 12-19, receiving items on 26th. Awesome customer support with answering my emails and concerns. Bought almost everything I needed minus motor, battery and controller. Moon Joseph, and Latina were awesome. 1st time ordering overseas and they made it easy and worry free. Definetly will order from this company again in the future.

-Chris

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