*Comment in Repost thread* Blue HyperScorpian Experience — [spoiler: it’s not good]

lililtaco

New Member
*Comment in Repost thread Blue HyperScorpian Repost* — Thread to be deleted or archived

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!
 
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Armchair

Active Member
That is a pretty crappy situation. I think giving the option of shipping the replacement in advance, with a temporary charge on a credit card, could have handled this much better. It would have also given you a return shipping box.
 

lililtaco

New Member
Yeah totally agree. I suggested that they could use a third party contracted through Juiced to ship a replacement. They would then pick up the defective bike and replace it with the new one. This is a similar warranty replacement strategy that companies will use with large televisions. It insures it’s a valid warranty replacement, reduces the likelihood of user error/damage, and makes the whole transition smoother. Sadly, no response. I honestly don’t think there’s much structure to the company. It seems like Tora steps in to do damage control when people get frustrated to prevent pile-on. What’s bothersome is that I don’t like having to resort to posting on social media to get a response out of a company. To me, it’s better to wait to get the product and it be in working order, or[/and] provide support in such a way that doesn’t force me to be a squeaky wheel.
 
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Taylor57

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. They then suggested for me to unplug and replug in the motor — this was done with the same result. I followed up with no response and reached out via social media. Got a response on the 21st. I received 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 my to register my bike and sent me 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 if they would be responsive to determine whether I would ask for a refund. With still no response I emailed on the 25th that I would like a refund. Again, I followed up today asking for a response.

This is some real ball dropping here. There seems to be a past of poor QAQC and poor support. 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!

No good. Another potential seller off my list