tomjasz wrote: ↑
Aug 25 2019 10:42pm
Kevin has always responded to issues. A fella named “Bruce” tends to be short, terse, and rude.
That may be the case. Kevin's name appears on the messages but I wouldn't be surprised if more than 1 person has access to the account.
When the motor arrived a little banged up I contacted them immediately. Then when I put it together I noticed the chainring was a little bent so I contacted them again. Whoever responded then was professional, they offered to send another chainring which I declined because I had no intention of using it very long anyways. A week later when the controller blew it was suddenly my fault and we can't help you.
Maybe I was over zealous in contacting them with every issue I came across. I did so because documenting things accurately when they happen is important if and when a problem arises. Unfortunately this can come off as being a whingy customer, which I also get.
For whatever reason, because I was honest and admitted it was a damp Winter day with a little rain, whoever was talking messages didn't want to help me. Then they wanted video of it not working, which seemed odd. I'm trying to explain that I don't want to plug it back in and possibly damage the battery, the motor or the display in order to show them an electrical device that's "off". Thankfully nothing else was damaged when I finally made the video but it was the last time it turned on with that controller. I have a feeling that if I had taken it apart right away I might have been able to repair the controller. Instead I burned a whole though the PCB doing what they told me to do.
Anyhow, it was an unusual set of circumstances and things may have got lost in translation. With this recent follow up I'm satisfied that it was probably isolated and not necessarily representative of how the company does business in general.