em3ev.com - very disappointed

[dean74]

not happy to be leaving a bad review, but maybe this will save someone else some $$

I've spent the last year trying to resolve a string of issues with a kit I purchased at em3ev.com for a customer build, which has ended up with em3ev.com no longer responding to emails.

In one kit, I've had faults or failures with:

2 different batteries - one lost capacity and was eventually replaced, the other goes into error mode and can't be reset without removing from the bike
The MAC motor had the pressed in gear pins come loose and rub internally, needed a new gear set.
The controller response was terrible and required re-programming at much lower phase currents for a bit of a band aid fix.
The charger no longer works.

The guys at em3ev.com were initially somewhat helpful (if a little slow), but are now no longer responding at all...

Through it all I've remained patient, understanding and polite. I know things can and do go wrong and there's no sense getting upset about it, but i expected better followup from em3ev.com

[john61ct]

They are very well respected here

in fact can hardly think of a vendor with a better reputation.

This industry set such a low bar though.

Who do you think does better?

[dean74]

John,
yeah i read widely here before ordering, but can't say my experience has matched up.

I'm not even that upset about all the product defects, shit happens, and when it does you work through it. But these guys have just stopped responding to my messages. If i wasn't $1300 out of pocket I wouldn't even have left the bad feedback!

Other retailers... goes without saying that the guys at Grin are great, I also buy some lower power stuff direct from mxus, and so far very good there too.

[dean74]

for a little more background...

initial ordering process and shipping was fine.

issues with the 40A controller were frustrating because in their own words 'this controller is not really suited to running at 40A' - so why sell it as a 40A controller?! anyway, after hours lost in the shop we got it to a point where the motor responds ok.

the MAC motor defect was resolved pretty quickly, no complaints there.

first battery was replaced albeit with a very long delay (over 2 months) to have it inspected, and then another delay of some weeks because they couldn't supply another one with the same or equivalent cells.

second battery arrived with a different charge port to the original battery, so the original charger wouldn't plug into it - annoying but not a big deal.

but now the second battery keeps going into this fault mode and needs to be taken out of the bike to be reset, my customer wasn't willing to live with that.

the charger failed, so I've had to buy another one elsewhere.

very frustrating for us dealing with an increasingly angry customer, and now a totally unresponsive supplier.

the kit was sold with a 12 month warranty - this all happened in less than 12 months. poor form.

[PRW]

EM3EV seems to have changed, I don't know why. They are no longer supplying Mac motors, and their available stock has decreased.
Just spotted this on their website "200+ MILLION CUSTOMERS; 1800+ TEAM MEMBERS; 24HR SUPPORT AVAILABLE; 99% POSITIVE REVIEWS" which sounds a bit weird.

They used to be very proactive and reliable

[john61ct]

that would be a damn shame

tough to give great service in a market ruled by low price

[nicobie]

Could be he sold out? New owners.