Castle Creations ROCKS! customer service up-date!

[LI-ghtcycle]

I don't want to bad mouth anyone, but I do need to vent.

I sent in my Phoenix Ice 100 ESC for possible warranty repair, just to get it evaluated to see if I could get the repair warrantied, and they have had it (they received it at 10AM last Wednesday) since Wednesday, so tomorrow will be a week and they FIRST off couldn't find my name in their computer, and then told me that they would "call me tomorrow" if they happen to find it today.

On the plus side, she did say if she cannot find my package today, that she would go ahead and honor the warranty and just send me a new ESC, which is really the best I can hope for, and everyone is human, mistakes are made but right now I just want my E-Bike grin back! :wink: :lol:

Oh and they DID mention this silly little problem like their computer system going down for a week, like THAT's a real reason for keeping me from getting my E-Fix! :wink:

Also just bad luck (or my being repaid for not listening to reason and running at NORMAL voltage and going a little over-board on power) but the Phoenix Ice is now on back-order, so I still won't get anything for a week or so!?

I'm an addict, I know, and I'm mainly upset because I can't get my E-Fix right now, and it does sound like they will make it right, but MAN .... I'm glad I bought a cheapo 150A ESC on Ebay so that at least I DO have something in the mail heading my way so I can ride!

 

[AussieJester]

Your getting a brand new esc and your having a whinge? Their pcs prolly were down for a week as they have just moved premises, i waited 5 weeks for PAID warranty return due to their moving, which they did advise me would be the case PLUS they had no stock and had to manufacture the esc i needed. I emailed several times for an update each email was answered promptly and politely, have nothing but huge thanks to Castle for their service received a brand new updated version to replace my smoked hv160...have a hv100 i will also send back when i have some spare dollars so i have spare for emergency use to get me home..

KiM

 

[LI-ghtcycle]

Yes you're right, I'm just a junkie with out my fix right now! My legs are my motor, and that's good, but I haven't been able to even ride it since it's under construction in the garage ... I just need my fix!

I could use my LiPo on my 9 x 7 now to get an E-fix, but I can't stand to ride a silly MTB now that I have a fast 700c racer! :wink:

Oh well, at least today I have made some progress, and I shall be saving up for the water cooled ESC & such in the spring, but I'm trying to get out on my first big ride before the end of the first week in Oct.

Normally I wouldn't care so much, but I was also hoping to make it to Montana for hunting season, and it looks like I won't even be able to afford a tag, just be lucky to afford to pay for the trip!

 

[LI-ghtcycle]

*********** UP-DATE ************

I just got off the phone with Castle Creations, and they still haven't been able to locate the Phoenix Ice 100 I sent in to them to check, and they don't have any in stock, but they will send me a Phonenix Ice LITE to use now, and if I don't care for it, once the Phoenix Ice 100's are back in stock, they will let me trade back for an ICE 100!

I was so happy I got an email address for the employee (Jenny) so that I could thank her boss for the great job she did for taking care of me. 8)

I don't want to bad mouth anyone, but I do need to vent.

I sent in my Phoenix Ice 100 ESC for possible warranty repair, just to get it evaluated to see if I could get the repair warrantied, and they have had it (they received it at 10AM last Wednesday) since Wednesday, so tomorrow will be a week and they FIRST off couldn't find my name in their computer, and then told me that they would "call me tomorrow" if they happen to find it today.

On the plus side, she did say if she cannot find my package today, that she would go ahead and honor the warranty and just send me a new ESC, which is really the best I can hope for, and everyone is human, mistakes are made but right now I just want my E-Bike grin back! :wink: :lol:

Oh and they DID mention this silly little problem like their computer system going down for a week, like THAT's a real reason for keeping me from getting my E-Fix! :wink:

Also just bad luck (or my being repaid for not listening to reason and running at NORMAL voltage and going a little over-board on power) but the Phoenix Ice is now on back-order, so I still won't get anything for a week or so!?

I'm an addict, I know, and I'm mainly upset because I can't get my E-Fix right now, and it does sound like they will make it right, but MAN .... I'm glad I bought a cheapo 150A ESC on Ebay so that at least I DO have something in the mail heading my way so I can ride!

 

[FMB42]

That's good news LI-ghtcycle.

On a side note: Castle Creations ESCs, along with many other brands often have periodic firmware updates that you may want to keep an eye on...But then again, like they say "if it's working well, don't mess with it".

 

[AussieJester]

Good to hear your being looked after, Jenny answered a few of my inquiry emails also IIRC...

KiM

 

[LI-ghtcycle]

Yeah? She's really a sweetheart, I think I was just feeling pressured with the trip coming up and I have a few people who want to see the drive in action, so I was frustrated, but she really came through for me. I think she has a case of the sniffles (a cold) too from what I could hear over the phone. I have an ESC new from Ebay but it's kinda scary not knowing if it will work or for how long .. at least THIS time I will be running just 4S so I won't really have to worry too much! :lol:

 

[AussieJester]

Yeah? She's really a sweetheart, I think I was just feeling pressured with the trip coming up and I have a few people who want to see the drive in action, so I was frustrated, but she really came through for me. I think she has a case of the sniffles (a cold) too from what I could hear over the phone. I have an ESC new from Ebay but it's kinda scary not knowing if it will work or for how long .. at least THIS time I will be running just 4S so I won't really have to worry too much! :lol:

I just checked i still had my received emails from Castle it was indeed Jenny Wendel whom answered my email says in her sig that shes the repairs administrator. Had one email also from Charles Chase says he is 'repairs department'

KiM