I dont know why you are presuming to tell Cyc engineers how to proceed.
Strange, I don't recall sharing the details of my communications with CYC with you, so what you say might be true. IE, you don't know.
If you insist the unit is faulty beyond what you have changed in the settings to cause the noise and irreversable, then you should contact Cyc for warranty claim. No doubt they will request that you send the unit back for assesment before deciding wether it is a genuine fault covered under the warranty before replacing it.
No, they won't.
Normal procedure in these situations is:
- turn if off and on again
- reset to defaults
- reinstall or update firmware
So your "no doubt" statement and all that follows is wrong.
What is it with Cyc customers that they think they should be sent brand new units/parts just on their say so that they think the original is not working how they think it should without the need to send back the warranty parts first for inspection.
Are you telling us everything here as it seems strange that when you contacted Cyc they did not ask you to send them the unit so it can be inspected and assesed for a warranty claim before sending out a new one, or price to repair the old one if it is user abuse/damage. Is it the case that you are insisting that they send you free replacements without you returning the faulty parts first and that is why there has been a delay in the warranty process? A process that is clearly stated on the website. You send them back the faulty one and if it is under warranty they will replace it.
Wow, meanwhile in the real world, commonsense prevails. I made no such demands; and to quite clear and to avoid maligning CYC as you have just done, there hasn't been any delay in the warranty process.
I also do not know why you are posting here instead of dealing with Cyc, or do you think that it will somehow help you in getting a free brand new Photon sent out.
That is a very personally offensive claim to make, with no basis in reality. Again.
By highlighting it here you are just encouraging other Photon users to do the same and abuse their Photons so it will fail sooner than later in order to insist on a brand new one being sent out as a 'spare' before the 2yr warranty ends 'because Hindesite managed to fudge and harass for a free replacement, I expect the same'.
What an imagination you have. So many predictions into the future, based on nothing that has happened in the past.
I hope Cyc are strict in adhering to the warranty process otherwise it just encourages users to falsly claim free parts because 'why not' and I heaard on a certain forum 'everyone is doing it'
I should add that I am in no way suggesting you are trying to get free spares, but maybe your warranty claim would go more smoothly and quickly in the long run if you followed the process as asked by Cyc
TBH, you need to go ride your bike, I think.
Meanwhile I'll circle back around to a few things.
How a company deals with faults and issues is up to them, and they probably don't need your help with how to do it. I'm not sure customers appreciate your advice, either. I have in the past dealt with a wide range of product issues and the responses have ranged from not great to fantastic - and generally the smaller companies are more responsive to getting things sorted and for that reason alone I tend to support them. I also tend towards products with open source or third party firmware or software support.
In the past I've been sent firmware or software versions to fix problems without having to return an item; I've been sent parts at no cost, and out of warranty, to repair an action camera (which required soldering skills, too, and no, of course it wasn't GoPro) so how companies deal with product issues varies wildly from your dreamworld approach.
The most ironic item, and which I've saved for last,
is that the very bike that my CYC motor is fitted to, is one that the manufacturer sent me a replacement frame for at no charge, even including a new Dub BB. They didn't require the old frame back for inspection and were happy to accept my documentation.
TL;DR The 2018 Silverback Slade Comp was a fairly decent spec yet inexpensive 27.5+ recreational MTB. The bike build that I ended up with is however, far superior, in weight, quality of components …
hindesite.wordpress.com
I could imagine (though in no way implying this is the case) but if a manufacturer knew there was a specific and easily identifiable issue with a part, they might well prefer to ship the part out rather than deal with the logistics of receiving repairing and shipping entire motors and that might suit some customers.
Obviously, when dealing with manufacturers, YMMV. In your case, I imagine, by quite a bit.
