Somebody needs to better inform Alex on your 3rd tier support team. He's apparently not aware of that fact, made clear by his statement in his response to me above.
Further, details regarding that information and exactly what you are changing, should be MUCH easier to access. Had it been yesterday, you would likely have sold a bike rather than cleaning up a mess like this one....
We would love to detail out firmware changes just as much as car tuner companies would love to publish their recipe. We are actually are not interested or paid to help people that don't buy from us on how make advanced changes. We don't have the support bandwidth to support non-paying customers. Our customers that have bought from us get first preference of service from us. We are okay with not getting every sale. We completely understand that we cannot sell to everyone, all the time.
Yes, Alex could have worded that email better. Note that it is not that typical for us to get advanced programming questions from non-customers. So this does make it a bit difficult to gauge how technical to get on an email. That being said, Alex's email should have said:
" The stock programming on our bikes (custom firmware loaded from Bafang)