I ordered a Luna apex with all the bells and whistles back on April 6th. At the time they posted a 21 day lead time on their website. I knew this would not be true from reading about their customer service issues here and on other websites. However, this is the bike I want(ed). I am talking over $10K with second battery, Rolhoff, carbon rims etc. My order number is 49677 and they charged the full amount against my Amex within an hour. This price included California sales tax and freight.
A week ago, (45 days since order placed)I noticed on the Luna website that you cannot now order this bike with the Rolhoff hub, which is what I ordered. I contacted Luna thru email as they do not answer their phone. I asked what the problem was with my order containing the Rolhoff hub and how long would it be before I could get my bike. the response told me the Rolhoffs were on "back order" and therefore my bike was not even yet in the "que"! I then asked AGAIN how long, and got no answer.
Next I opened a trouble ticket and asked, will my bike be ready in the next 30 days. I was told they would ask the "production Manager" and get back to me. That was 5 days ago and I reasked again FOUR DAYS AGO AND STILL NOT EVEN THE COMMON COURTESEY OF any ANSWER.
With their order system, you cannot make ANY change once you place the order so I cannot even tell them to drop the Rolhoff upgrade without canceling this order and then placing another order which would of course move me to the back of the que.
It is a shame, but I am now trying to figure out an alternative Ultra Bike with full suspension and enthusuiast level components as it APPEARS lUNA IS STONEWALLING ME IN THE HOPES i WILL JUST CANCEL MY $10k ORDER SO THEY DO NOT HAVE TO ADMIT THEY HAVE HELD MY MONEY FOR OVER TWO MONTHS and TREATED ME LIKE A MUSHROOM. (feed me crap and keep me in the dark)
Too bad, this appears to be a great bike but their business model makes the customer feel like a chump instead of a valued customer.
Can anyone recommend a different FS eBike with bafang Ultra??? Need to know for sure it will have enough rear end ridgidity to handle the Ultra with full suspension without too much flex. Looking for a company to deal with that shows some honor and integrity to their customers and will at LEAST be willing to keep me informed about build progress or if any bumps appear in the delivery process.
Now tell me: Is thqt asking too much from a company who claims to be customer oriented? Any advice would be appreciated.
A week ago, (45 days since order placed)I noticed on the Luna website that you cannot now order this bike with the Rolhoff hub, which is what I ordered. I contacted Luna thru email as they do not answer their phone. I asked what the problem was with my order containing the Rolhoff hub and how long would it be before I could get my bike. the response told me the Rolhoffs were on "back order" and therefore my bike was not even yet in the "que"! I then asked AGAIN how long, and got no answer.
Next I opened a trouble ticket and asked, will my bike be ready in the next 30 days. I was told they would ask the "production Manager" and get back to me. That was 5 days ago and I reasked again FOUR DAYS AGO AND STILL NOT EVEN THE COMMON COURTESEY OF any ANSWER.
With their order system, you cannot make ANY change once you place the order so I cannot even tell them to drop the Rolhoff upgrade without canceling this order and then placing another order which would of course move me to the back of the que.
It is a shame, but I am now trying to figure out an alternative Ultra Bike with full suspension and enthusuiast level components as it APPEARS lUNA IS STONEWALLING ME IN THE HOPES i WILL JUST CANCEL MY $10k ORDER SO THEY DO NOT HAVE TO ADMIT THEY HAVE HELD MY MONEY FOR OVER TWO MONTHS and TREATED ME LIKE A MUSHROOM. (feed me crap and keep me in the dark)
Too bad, this appears to be a great bike but their business model makes the customer feel like a chump instead of a valued customer.
Can anyone recommend a different FS eBike with bafang Ultra??? Need to know for sure it will have enough rear end ridgidity to handle the Ultra with full suspension without too much flex. Looking for a company to deal with that shows some honor and integrity to their customers and will at LEAST be willing to keep me informed about build progress or if any bumps appear in the delivery process.
Now tell me: Is thqt asking too much from a company who claims to be customer oriented? Any advice would be appreciated.