m3t said:
[...... I'm also feeling like they're kind of blowing me off...but I don't know, don't want to assume anything.
I got the same vibe when I opened a ticket for my bike being shipped with a totally dead battery and the air switch turned on, I figured it was smart to alert them after the bike went into limp mode 40km into an EP mode street ride. 0v on the terminal when I got the bike, BMS was tripped, charger wouldn't work, and I had to reset the BMS as the instructions indicate by pushing the red button on the charger. Took 20 minutes to get it back up to LVC, which means it was a few amp hours below "dead" SOC.
The response from luna was : your battery was not dead. That is impossible. Your air switch would not have been on. They are test ridden before shipped. There is no way the BMS was tripped. We will do nothing for you until YOU prove the battery capacity is low, and you will also pay to ship it back.
They refuted every thing I said and never once said they would take care of me. I understand they probably have a lot of bunk warranty claims, but I've lost respect for the owner and Gary with the way they tried to gaslight me on this. They didn't tell me what they wanted to see specifically from tests, and simultaneously criticized me for not having done whatever tests they want to see. I had to ask directly three times on what they wanted to see, and it was essentially an uncut video of me riding while having a wattmeter on the bike. At this point, I'm not expecting them to act favorably to my fork having the air leak.
In short, Luna has the "resting bitch face" of customer support. They either don't understand their extremely shitty and condescending tone, or they know what they are doing and don't care. Either way, worst customer support treatment I've ever had. I got frustrated enough to threaten a credit card chargeback.