Luna Cycles Problem

[elementary]

I just received my Luna Cycles Bafang BBS-HD and none of the holes for mounting the large 46T sprocket have threads.

This will be a problem because it is too hard to thread so the gear will need to be replaced.

This is becoming a major headache as in the past I have never received an answer to any question I sent to Luna Cycle nor have never had him answer his telephone and mailbox is always full.

His prices are good but based on my experiences so far I cannot recommend Luna Cycles

 

[Lurkin]

Give them a chance to rectify it before writing them off. If thats the case, its come that way from Bafang itself, not Luna. It's unlikely any dealer would pick up on that before sending it to you.

Do they have a telephone number you can call? This would probably be quicker than email anyway. It's a replaceable part, they probably just need to look at a photo of it.

 

[Green Machine]

Yeah getting a hold of us by phone is not easy and i put that on the website. Especially during the holiday season. Luna Cycle says that right on the contact webpage....

The average phone support question take 30 minutes ...to answer an email with a simple question or problem takes us a minute. We are understaffed for the holiday season thats obvious but are doing our best to keep up with customer emails.

You sent us am email an hour ago.... before i had a chance to respond you went public on a forum and you opened a dispute with paypal both effect our reputation.

Now regarding your problem it seems like you got a rare bafang factory defect. It seems like the Holes are not tappped out on your BBSHD. You are unlucky because i have not seen a single factory defect from Bafang before. It would be simple to email us and request a return. You did that and i responded within an hour and we will take care of this.

 

[Deafcat]

nothing but prompt responses from Eric in my experience! Luna Cycles has already established a solid reputation for service and standing behind what they sell.

Unfortunate this guy jumped to such a hasty stance...

 

[elementary]

Thanks for contacting me, let see what we can work out...

 

[2old]

FWIW, Eric has always responded promptly to my questions (even the stupid ones).

 

[Dogboy1200]

Luna Rock's! I've bought a BBSO2 and BBSHD from them. They are my go to E-bike store.Great prices and service.

 

[waynebergman]

Luna is the best. I know right now they are super busy and that must be from all the great stuff they are bringing to market. I am pretty excited about being able to get the stuff he is selling with out going the China route.

 

[Marin]

FWIW, Eric has always responded promptly to my questions (even the stupid ones).

I've got nothing but good things to say about lunacycle service over several purchases. Always my first recommended shop.

 

[elementary]

Eric has offered to refund my purchase, any pay return postage... which I accepted

It is okay to ask why we did not agree to an exchange

1. We have three BBS-02 100mm units running well in fat bikes. Based on our initial experience with the HD is prudent to use modified 100mm BBS02's until next year when we could be more confident that Bafang has sorted out their production

2. Eric's 42T custom sprocket was not shipped with the BBS-HD and that is the only reason we can use the BBS-HD on our fat bikes that are equipped with 11-42t 10 speed cassettes

.

 

[Alpinist]

I have purchased over $1500 in batteries, motor and parts and will continue to buy from Luna -they have the best service and rockin' prices. Only once did I have a defective part (a watt meter) and Eric sent me a new one, no questions asked and I received it a couple days after contacting Luna.

In my opinion they are the best on all levels.

 

[Green Machine]

Thanks everybody we really appreciate your support.

We are really busting our ass over here to make it all happen and to provide the support people expect from an American company while offering China prices. Not an easy game but its what we are attempting .

 

[tomjasz]

I received one BBS01 where the holes were painted. Excess paint filled the holes. Careful examination solved the problem. BTW a common occurrence with YOCH (spelled SHIT) kits.

Here's the thing with Luna. Typically my emails were answered quickly, within 24 hours. Always faster than that favored expat in China. Building eBikes from kits takes some perseverance. Shit happens. Personally, my shipment from Luna came faster than any China dealer and cheaper than many China dealers. Especially once outrageous shipping charges are added. Email responses from the other top flight, by ES review, vendors can take days to garner a response. I always waited 72 hours for em3.

As to not ready for prime time, there are dozens of BBSHD in service in the USA. One problem sure doesn't deserve a heading like "Luna Cycles Problem".

 

[bbq870]

seriously??
1hour no response and then starting a dispute on Paypal and post on the forums?
@elementary you should at least apologise or delete this thread
cheers

 

[spinningmagnets]

Yeah, If getting a problem fixed this quick is too much to bear...don't try to buy anything from BMS Battery...

 

[amberwolf]

No, no deleting threads, as it shows behavior of people; lets everyone know who they can and can't trust, both as sellers and buyers, if they search around before buying or selling from members.

 

[recumpence]

This is an interesting thread. It illustrates a difference in temperament more than anything else. The OP seems to be a bit oversensitive and overreactive regarding a pretty minor issue. Then again, he reacted to a lack of communication. That is not uncommon in this industry. Many of us are running cottage industries based mainly on this forum. Sometimes communication is not as immediate as some customers would prefer. That is fine. I guess the issue is the harshness of the response and the relatively quick posting of his issue. I am sure the OP has a point. But, for those of us who know Eric, this is a non-issue. Eric has always stood behind his business and his customers and I am sure he will continue to do so.

I had a customer a couple years ago who contested his Paypal deposit to me because of "Lack of delivery". I quoted him 90 days and he contested it in 30 days. He refused to return my emails. Turns out Paypal has had issues with this guy and they advised me to let him move on and cut my losses. That was a $2,000 custom job that I had to let go and return his money. His only explanation was that he got "Cold feet" and was worried about his order. I am dealing with another customer with a $4,000 custom job who is ignoring my phone calls and requests for payment. It is VERY frustrating to say the least. Over the years I have lost well over $30,000 from other people being dishonest. Now, I get full payment up front before doing custom work, no exceptions!

I bring this up because, though customers are worried about bad vendors, we as vendors have MUCH more to lose from bad customers.......

My $.02

Matt

 

[ecycler]

seriously??
1hour no response and then starting a dispute on Paypal and post on the forums?
@elementary you should at least apologise or delete this thread
cheers

Agreed. I would not expect the reseller to catch a manufacturing oversight like that. It took you about as much time to call him, email him, bitch on the forum, and contact paypal as it would have to just tap the missing threads. Giving him only one hour to respond before dogging his business is not good karma. I would expect at least a full day to hear back from a vendor right now.

 

[tomjasz]

No, no deleting threads, as it shows behavior of people; lets everyone know who they can and can't trust, both as sellers and buyers, if they search around before buying or selling from members.

To bad. It's easy for someone to read the heading and perceive a problem I've said it before, some forums just don't allow bashing and do address the OP's directly and lock or delete. Sadly the bashing goes on here with little consideration for the good guys, like Luna, that take the hit. The heading sucks. But then it's not my forum to manage. I guess in the grand scheme it all washes out.

 

[Green Machine]

Hey i really appreciate all your guys support.

Me and my partner have been busting our ass over here to make this happen working 15 hour days and we are getting it down better and better after some initial growing pains.

Up until last week i was answering all customer emails myself and now i am finally getting some help from some ES guys...and i have a few ES guys coming over and helping us get shipping out and working in our shop etc. I really think of this as an ES grass roots effort...definitely without ES i would have not done a performance parts store.

In all I am very grateful for our customer base and how awesome everyone been. I generally love dealing with ebike people.... as a population they are generally awesome and there have been only a few bad apples.

 

[Alan B]

Thanks for your hard work Eric!

 

[lovelight]

In an age where vendors like Amazon are testing drones so consumers can get their purchases in hours, it's easy to lose touch with the realities of running a small business online. The Luna Cycles team is a known quantity in the e-bike community and it is important to provide the benefit of the doubt and exercise a bit of patience if something doesn't go perfectly. The articles, research, and experience shared by Eric and company save us a lot of time and money by not having to learn by trial and error. This is invaluable in a field like e-bikes where things are developing quickly and community driven. They aren't in this just for a paycheck.

FWIW, I should share that I asked for a late change in my order after an insane Black Friday weekend and Luna Cycles went out of their way to accommodate me. Part of that change resulted in my main order having an error. We worked it out and things are going to be fine. But suffice it to say that it takes a little consideration on all sides to get an imperfect situation back on track.

This is an exciting time for e-bikes and businesses like Luna are a catalyst for the building wave. Someday we will refer to this time as the "good old days".

 

[spinningmagnets]

There was a fear that once Eric made his intentions known to start really operating a web-store to make great quality batteries available at reasonable prices, He would use the high visibility of electricbike.com to promote only Luna Cycles. Please re-read the articles from over the last four months.

Every time it was appropriate to mention ebikes.ca (Grin Tech) and also em3ev.com, they were prominently added to the articles, for the thousands of new ebikers who have never heard of them before (and believe me, the prices at Luna Cycles has brought in thousands of new ebikers into our hobby). Paul and Justin have earned their hard-won reputations for quality products and good customer service, and there was never a second thought to not include their links.

Any delay in responding to any customer over the recent past was due to Eric wanting to do a totally insane sale with blowout prices. As you can imagine, he was absolutely swamped. And...98% of his customers are not even on endless-sphere.

 

[tfscott]

I'm just finishing up my first e-bike build and the Luna Cycles team was key to my success. The articles that Eric writes, the competitive prices, and most of all their customer service. I had an issue with the BMS on the battery I purchased from them. Problem caused mostly by my own stupidity. Anways, I have a new BMS on the way. Also, during the tear down of the battery to get at the BMS, I encountered a very well put together pack. Luna Cycles will continue to get my business hand down!

--Todd

 

[andrebandre]

I too have a problem with Luna. They got all my money and will keep getting it as long as they sell their goodies at unbearable prices. The Luna Cycles Team was key to my susccess at being utterly broke. It is a concpiracy.