“Poor customer service. My issue still hasn't been resolved. I'm writing this hoping that someone at ebikes picks up on it.
I ordered a QDOS from Ebikes. Initial delivery was fine - took about 5 working days.
I got caught out on my first 'long' cycle. The battery performed at 40% of the range advertised. It was on flat land, and I am 50kg lighter than the maximum weight limit. I returned the battery on 10th August. They agreed to do some tests on the battery to see if it was underperforming. It took 5 weeks for the tests to be carried out.
During this time, I had no communication from the company which was not instigated by me. I had no confirmation that they had received the returned battery, no estimate about how long the tests would take, or when I would likely receive a replacement. Several times when I asked for information I was told that they would ‘look into it’ and email me. Emails never came. Several times I was told they would ‘chase the engineers’ and get back to me. They never did. I constantly had to reach out to them to ask for updates. When I did, I received contradictory information. One customer service advisor told me 3 weeks in that a new battery had been ordered. A week later, when I asked for updates, I was told the tests hadn't even been completed. I have screenshots of these conversations.
5 and a half weeks in, after about a dozen conversations through the online chat and on the phone, I was told that the battery was found to be faulty. They agreed to send me a new one. Again, there was no confirmation that they had sent it, and no postage tracking information.
After another week I contacted them by phone and I was told a new battery would arrive within the next 48 hours. It hasn't. Nor has my charger been returned, which I was told would arrive within 24 hours...
Now entering the 7th week without a battery.
****Ebikes - please can you just send me a working battery and charger?”
