Blue HyperScorpian Experience — [spoiler: it’s not good]

lililtaco

New Member
Hi EBR! I wanted to share my Juiced experience:

I purchased my HyperScorpian through the indegogo campaign. I received shipment July 16th. Upon receiving the shipment, I noticed the rear view mirror mount point had it’s enamel chipped, it was missing a front fender, and after around 10min of ride time the motor quit working. After assembling the bike and charging the battery, I took the bike for a ride. While slowing down, the hub motor made an aggressive rumble and quit working. When the accelerator was turned, the motor made a dull thudding sound and would quit all together — while the motor was making the noise there was a slight jerking motion.

I contacted Juiced via email same day with pictures and a video. They then suggested for me to unplug and replug in the motor — this was done with the same result. I followed up. I received no response and reached out via social media. Got a response on the 21st. I received an email asking for me to unplug and replug the motor — I referred them to the email chain’s previous correspondence. I then called on the 22nd and spoke to a customer service agent — I had called earlier in the week and left a message with no return call. The agent then directed me to register my bike and sent their warranty. I then received an email same day (22nd) stating that after they reviewed the video that the bike would need to be replaced and was given a shipping label.

I responded asking about best practices for shipping and if they were able to take care of the boxing costs. Email back was “Keep us posted” — none of the questions were addressed. Emailed again asking them to address these issues with no response. I was trying to see how they would respond to determine whether I would ask for a refund. With still no response I emailed on the 25th that I would like a refund. Once again, I followed up today (28th) asking for a response.

*** UPDATE

After posting my experience thus far on their IG, I got a response to one of the two questions I have for the company — 1 will the reimburse me for packaging and 2 will I be able to get a refund. They answered the first stating no, I am responsible for package, which I’m not surprised by, but didn’t follow up with the second question about receiving a refund. I put in another email to try for a response to that question. I’d be surprised if I hear anything back anytime soon.

I am really dumbfounded by this company. I honestly don’t get their position on the overwhelming reality that this launch has been a failure. It is obvious that they are gaming social media by partnering with people to pump out a narrative that this bike has been awesome, that there’s not been this massive failure on their part. The unwillingness to address these in any way is offensive. The lack of responsiveness and acknowledgement of failures puts customers in the position to have to fight for recognition. It’s just all together a bad way to handle a failure.

UPDATE***

This is some real ball dropping here. There seems to be a past of poor QAQC and poor support outside of the Covid pandemic. The only thing I can assume is they are moving too fast with too few people. When speaking to the customer support agent they were overtly confrontational and dismissive. Which I wouldn’t care about if it was just a one-off situation. It his hard for me to imagine how this company has garnered so many positive reviews — I decided to purchase the bike after it was covered by Electrek and a few other tech news outlets.

I hope that this is a one-off, though I have seen others post about this bike’s roll out. Ordering a bike [anything] online is risky [shouldn’t be this risky] so good luck and would love to know if anyone else is having similar issues!

Updated 08/07/2020
 
Last edited:

martinctv

Active Member
I just received my HyperScorpion today. The shipping box was damaged, 2 holes on the bottom go all the through. The inside was in shambles, everything was thrown around the box like the tools, all the accesories were not protected. The front fork protector was not even attached. There are from what I found so far some scratches and chips on the front fork where it attaches to the wheel some on the fenders. The front fender bolts are bent and chips on the fenders, meh not so bad I guess. Should I paint where chipped? Will it rust if I just leave it? Maybe Juiced will send some touch up paint. also the blinkers that are attached to the headlamp are bent, due to non protection. I guess all those videos on youtube where Tora and crew tested all possible packaging and protection did not work in my case anyway. It will take me a few days to put this together and test it out. I will post video in a few days. Also, there is no way they did this before they shipped it to me! See link.

 

Armchair

Active Member
I'm thinking maybe now that the original post came back after going MIA that it's best to just post there:

 

Bruce Arnold

Well-Known Member
Hi EBR! I wanted to share my Juiced experience:

I purchased my HyperScorpian through the indegogo campaign. I received shipment July 16th. Upon receiving the shipment, I noticed the rear view mirror mount point had it’s enamel chipped, it was missing a front fender, and after around 10min of ride time the motor quit working. After assembling the bike and charging the battery, I took the bike for a ride. While slowing down, the hub motor made an aggressive rumble and quit working. When the accelerator was turned, the motor made a dull thudding sound and would quit all together — while the motor was making the noise there was a slight jerking motion.

I contacted Juiced via email same day with pictures and a video. They then suggested for me to unplug and replug in the motor — this was done with the same result. I followed up. I received no response and reached out via social media. Got a response on the 21st. I received an email asking for me to unplug and replug the motor — I referred them to the email chain’s previous correspondence. I then called on the 22nd and spoke to a customer service agent — I had called earlier in the week and left a message with no return call. The agent then directed me to register my bike and sent their warranty. I then received an email same day (22nd) stating that after they reviewed the video that the bike would need to be replaced and was given a shipping label.

I responded asking about best practices for shipping and if they were able to take care of the boxing costs. Email back was “Keep us posted” — none of the questions were addressed. Emailed again asking them to address these issues with no response. I was trying to see how they would respond to determine whether I would ask for a refund. With still no response I emailed on the 25th that I would like a refund. Once again, I followed up today (28th) asking for a response.

This is some real ball dropping here. There seems to be a past of poor QAQC and poor support outside of the Covid pandemic. The only thing I can assume is they are moving too fast with too few people. When speaking to the customer support agent they were overtly confrontational and dismissive. Which I wouldn’t care about if it was just a one-off situation. It his hard for me to imagine how this company has garnered so many positive reviews — I decided to purchase the bike after it was covered by Electrek and a few other tech news outlets.

I hope that this is a one-off, though I have seen others post about this bike’s roll out. Ordering a bike [anything] online is risky [shouldn’t be this risky] so good luck and would love to know if anyone else is having similar issues!

Note: This is a repost
That's bad news. Juiced has needed to step up their service game for a long time. I can see how selling exciting new bikes to new customers works as a business model. At some point it seems you're going to have to have repeat business also, and that means taking care of customers.

All that aside, I hope your problem is resolved and you can start riding. I'm so glad my Scorpion arrived in good shape.
 

lililtaco

New Member
I'm thinking maybe now that the original post came back after going MIA that it's best to just post there:


I ended up adding a note on the original post to comment on the repost since the new post has a newer comments and left the old one for reference. Is there a better way to capture what was already said? Maybe it would be possible for a moderator to combine?
 

Angela M.

Administrator
Staff member
I ended up adding a note on the original post to comment on the repost since the new post has a newer comments and left the old one for reference. Is there a better way to capture what was already said? Maybe it would be possible for a moderator to combine?
Unfortunately, it is not possible to combine two different threads. Please send me a message on which one you'd like to keep. Thank you!
 

lililtaco

New Member
Just a quick update:

Followed up with customer support on the 25th and the 28th. Have yet to hear back from them — answering the question about receiving a refund.

Bought a bike box and will be shipping out the bike this week. Hopefully this will wrap up by September.
 

Armchair

Active Member
I'm interested to see how this goes. On Facebook there are tons of reported problems mentioning slow service responses and long waits. I'm not really sure there is much value to the "Warranty" from Juiced.
 

lililtaco

New Member
Update:

Asked support for response on the refund on the July 28th. Got a response Aug 6th after posting on their social media. Didn’t answer my question regarding refund.

The bike was sent out and signed for by Juiced on Aug 17th. I emailed on the 18th to ask about the refund. Support hasn’t responded since the 6th. I PM’d the Juiced IG account. If I don’t hear back in a day or so I’ll post on their feed and will probably get a response within 24hrs.

Around and around. It’s been over a month so far. Hopefully this can be wrapped up within the next couple weeks [month?].
 

FlatSix911

Well-Known Member
Region
USA
City
Silicon Valley
Welcome to EBR... and sorry to hear about your poor experience with Juiced Bikes.

At this point, I would reach out to your credit card company and reverse the charges... good luck and keep us posted.
 

lililtaco

New Member
Welcome to EBR... and sorry to hear about your poor experience with Juiced Bikes.

At this point, I would reach out to your credit card company and reverse the charges... good luck and keep us posted.

I would for sure. Sadly, I purchased the bike through Indiegogo last September and credit card disputes usually have a time limit on how long you can dispute a charge. I suppose I could reach out to Indiegogo, but not sure about how that would work out.
 

FlatSix911

Well-Known Member
Region
USA
City
Silicon Valley
I would for sure. Sadly, I purchased the bike through Indiegogo last September and credit card disputes usually have a time limit on how long you can dispute a charge.

I suppose I could reach out to Indiegogo, but not sure about how that would work out.

Always worth a good college try! ;)