Hi Orlando,
Seller replied somewhat late (days later).
Below are the emails with dates and times, I replied the next day after receiving your mail, that is not a terrible response time in my opinion and doesn't quite qualify as days later as your comment states. A quick check on times suggests the email was sent 5 mins before the opening post. I have not received a response back from you since my last email. I have not refused to assist, all I asked was that you checked the motor function, to make sure if it is functionally ok or not, it seems it is fully functional from your comments. If it is fully functional then whilst it is a little unfortunate, it is not so serious an issue. I've already taken action to try and avoid this happening again, I can't turn back time so I can only do my best to resolve the issue we now have.
We changed the box style recently for shipping built wheels and this has changed the way it has to be packed. Since receiving your email I've made sure more attention is now being paid to supporting the axle area to hopefully avoid this happening again. Just to clarify, the Motor was not shipped with no protection on the axle, there was corner pieces used to stabilise the wheel in the box. Some protection was used on the axle, but after speaking with my staff, it could (and it will) be done better in future. I do not personally pack every parcel, build every battery and on top of that answer every email by myself. I have several staff and I can't be there all of the time to fuss over every last detail, we do our best and I know they take much more care than most.
Since you haven't responded, how do you know what I am going to do? Can you please detail what you want in order to be satisfied for what you consider to be slightly below par packing and some visible damage on the phase wire? I do appreciate the title just so you can put your point across for Google searches etc, that was a nice touch. Would you like it if I slandered your website http://www.evworkslab.com/ ?
Thanks
Paul
From: Order [mailto
rders@em3ev.com]
Sent: Thursday, July 04, 2013 5:12 PM
To: 'Oxxxxxa'
Subject: RE: Shipping issues kit damaged
Hi Orlando,
If the cable is damaged internally please let me know but I think it should be functional. From the picture it does not appear to have more than cosmetic damage, the underlying cables are not visible, just the external heatshrink has some damage. I know we take immeasurably more care with shipping our parts than any of our suppliers, I can’t see we could do an awful lot more than we already do, shipping a motor in wheel is not the easiest thing to ship.
I suggest DHL is used in future, the cost is not so much more, the service is quicker and better, parcels do not get knocked around as much generally, but Mac built wheels do need to be shipped disassembled and assembled as below.
Mac assembly Procedure for DHL Shipping:
http://sdrv.ms/18ZRiVW
Thanks
Paul
From: XXXX [mailto:XXXXXgmail.com]
Sent: Wednesday, July 03, 2013 8:08 AM
To: Order
Subject: Shipping issues kit damaged
Paul,
My kit arrived damaged. This is the first kit I receive this way. The others were packed appropriately but this one arrived with 2 holes on both sides. Also it seems there is some damage on the phases from being dropped. This is my first issue with shipping. I'll check later if the phases are shorted. I have not connected anything yet and nor will until I check the phases.
See the pictures attached.
Regards,
xxxxxx