Was so looking forward to getting this after waiting 6 weeks but the motor wheel (front version) is too small. I have 27.5” wheels. It says so on the receipt from the bike shop! They said I should have clicked on the 29” button when I ordered. The ISO measure is 622mm. So my original wheel is 25” without the tyres. They sent me one which is 23.5”. On what planet is a 23.5” wheel 29”. Anyway whoever is right make absolutely sure you send a photo of the tyre measurements and measure your wheel exactly and tell them when you order. Have had no luck in getting a replacement. Their customer service is awful. Now they’re saying they don’t deal with their European warehouse anymore and need to find a new one. So I’d have to pay shipping back to China and back again for the replacement. As for the 7 day refund policy they said it doesn’t apply because I opened the packaging! What kind of policy is that? How can I tell if everything is right without opening the packaging? So I’m not saying don’t buy it. The kit looks good. But make damn sure you measure up the way they say and if in doubt contact them first.
We apologise for any inconvenience caused by the wheel diameter. With regard to wheel diameters, we offer standard models. The figures for tyre diameters can usually be found on the tyres and there is no need to read articles on the internet to measure them, which can easily be wrong. In emails we have been proactive in providing solutions, which we offer below. 1. find a local bike shop and re-assemble the wheel. 2. return the kit or wheel, just make sure it shows no signs of use or handling. For reasons of cost and time, we recommend the first option. However, we also accept the option of returning the product. In the end you choose the first option. Regarding the reassembly of the wheel, please feel free to contact us if you have any questions, such as what length of spokes to choose.
In response, you initially told me the 7 day refund policy didn’t apply because I had opened the packaging! I have proof of this in an email. You later said you will accept a return, which is too late because I am paying a bike shop £100 to make up a new wheel. Also your website still refers to the possibility of shipping to or from your European dealers which would be cheaper but you then said you’re not dealing with them any more so I would have to pay shipping and customs costs to China. This needs to be clear to customers when they order. As for the wheel size, not all customers are experts in bike mechanics. The ONLY 100% accurate way of measuring wheel size is the ISO measure - the diameter of the wheel only, not the tyre which could be any thickness. The advice on your website is not detailed enough. Finally, any good company in a competitive market would at least make an offer for compensation. You believe this is all my fault. But I have pointed out that your ordering process is not good enough and needs to be improved.
@@michaeldemetriou3365 In our 7 day refund policy it states that it applies to "unworn or unused" returns as long as there is no sign of use. But still, thank you for your suggestion and we will improve our ordering process.
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Sound is terrible. But product is amazing!
Was so looking forward to getting this after waiting 6 weeks but the motor wheel (front version) is too small. I have 27.5” wheels. It says so on the receipt from the bike shop! They said I should have clicked on the 29” button when I ordered. The ISO measure is 622mm. So my original wheel is 25” without the tyres. They sent me one which is 23.5”. On what planet is a 23.5” wheel 29”. Anyway whoever is right make absolutely sure you send a photo of the tyre measurements and measure your wheel exactly and tell them when you order. Have had no luck in getting a replacement. Their customer service is awful. Now they’re saying they don’t deal with their European warehouse anymore and need to find a new one. So I’d have to pay shipping back to China and back again for the replacement. As for the 7 day refund policy they said it doesn’t apply because I opened the packaging! What kind of policy is that? How can I tell if everything is right without opening the packaging? So I’m not saying don’t buy it. The kit looks good. But make damn sure you measure up the way they say and if in doubt contact them first.
We apologise for any inconvenience caused by the wheel diameter. With regard to wheel diameters, we offer standard models. The figures for tyre diameters can usually be found on the tyres and there is no need to read articles on the internet to measure them, which can easily be wrong.
In emails we have been proactive in providing solutions, which we offer below.
1. find a local bike shop and re-assemble the wheel.
2. return the kit or wheel, just make sure it shows no signs of use or handling.
For reasons of cost and time, we recommend the first option. However, we also accept the option of returning the product.
In the end you choose the first option. Regarding the reassembly of the wheel, please feel free to contact us if you have any questions, such as what length of spokes to choose.
In response, you initially told me the 7 day refund policy didn’t apply because I had opened the packaging! I have proof of this in an email. You later said you will accept a return, which is too late because I am paying a bike shop £100 to make up a new wheel. Also your website still refers to the possibility of shipping to or from your European dealers which would be cheaper but you then said you’re not dealing with them any more so I would have to pay shipping and customs costs to China. This needs to be clear to customers when they order. As for the wheel size, not all customers are experts in bike mechanics. The ONLY 100% accurate way of measuring wheel size is the ISO measure - the diameter of the wheel only, not the tyre which could be any thickness. The advice on your website is not detailed enough. Finally, any good company in a competitive market would at least make an offer for compensation. You believe this is all my fault. But I have pointed out that your ordering process is not good enough and needs to be improved.
@@michaeldemetriou3365 In our 7 day refund policy it states that it applies to "unworn or unused" returns as long as there is no sign of use.
But still, thank you for your suggestion and we will improve our ordering process.
Sound issues 😮