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em3ev.com - very disappointed

Posted: Jan 24 2021 2:33am
by 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

Re: em3ev.com - very disappointed

Posted: Jan 24 2021 3:42am
by 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?

Re: em3ev.com - very disappointed

Posted: Jan 24 2021 5:34pm
by 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.

Re: em3ev.com - very disappointed

Posted: Jan 24 2021 5:56pm
by 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.

Re: em3ev.com - very disappointed

Posted: Jan 24 2021 6:26pm
by 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

Re: em3ev.com - very disappointed

Posted: Jan 24 2021 7:00pm
by john61ct
that would be a damn shame

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

Re: em3ev.com - very disappointed

Posted: Jan 27 2021 3:39pm
by nicobie
Could be he sold out? New owners.

Re: em3ev.com - very disappointed

Posted: May 01 2021 5:01am
by P3yot3
I too am having problems with EM3ev - both charger & battery I bought are defective & customer support is slow to zero. Have a read about my issues here:

viewtopic.php?f=46&t=111566

Re: em3ev.com - very disappointed

Posted: Jun 10 2021 2:55am
by cell_man
PRW wrote:
Jan 24 2021 6:26pm
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
We stopped supplying Mac kits as there were too many issues of 1 sort or another, we stopped offering them some time back (due to situations such as the OP). We stopped supplying the Ebike Frames and the high power kits to go with them too, for similar reasons. These products required too much support and the problems are too difficult to resolve remotely. They became more trouble than they are worth to us as a company and we do not have the customer support to deal with these long drawn out difficult to resolve issues.

We manufacture batteries, that is our business and our primary focus. We are very busy manufacturing batteries and supplying to some large customers for applications other than ebikes. Our busi9ness has grown, we have expanded steadily in rescent years, we are certainly not in decline. We do supply some ebike kits, but have simplified down to just the Bafang Middle motors as although they are not 100% reliable, they are not too bad and if they do fail, the issues are generally not too difficult to resolve.

The OP did receive a replacement battery according to his description. I am not familiar with all the details of his experiences. A Mac motor with a 40A controller needs a little mechanical sympathy (and it is a bit twitchy), we should have stopped offering such combinations a lot earlier than we did, we did stop supplying them some time ago already. A 300USD controller with less power, instead of a 100USD 2000W controller would work better for sure. The Mac is a difficult motor to drive. If you rag a Mac hard with 2000W or more, things can wear out and break.

We used to list everything on the website and then build stuff to order. We now do not offer batteries, that are not already built and ready to ship, to avoid customer delays.