Known Issues & Problems with Addmotor Products + Help, Solutions & Fixes

Delta

Member
I completely understand the frustration of the customers above. However, I don't think AddMotor is making customers jump through hoops just to jump through hoops. I think there is a language barrier between U.S. customers to Addmotor HQ/support(German?) to the factory in China. I'll explain through my own personal experience....

I purchased an AddMotor HitHot H1 through Amazon back in Feb. It did not work when it arrived. I emailed the support email that is listed above. They responded and I could tell there was a language barrier. They asked for a video so I shot a quick video and uploaded it to youtube and sent it to them. Once they saw the video, they quickly said my controller was bad and that they would send me another one.

Once the new controller came in, it looked the same... but was the wrong controller. It didn't have headlight wires coming out of it and it caused my display to read incorrectly(battery dead when it was fully charged, for example). More importantly, the bike still didn't work. I emailed them again. Again, the response was misunderstood and asked for a video. I sent another video and pictures of the original controller and the new one. They quickly responded and sent me the correct controller.

The new controller arrived and I installed it last night. I took the bike for a test ride and everything works great now. I'm looking forward to hopefully riding down to Seoul and back this weekend(70 miles round trip).

Would I have loved to have the bike functional upon arrival? Absolutely, as I bought it while I'm deployed to Korea to zip around all the mountains and hills daily, but a little patience(and walking in the meantime) and I've finally reached the desired endstate.

Like the saying goes, "A picture is worth a thousand words." It's a great world we live in where we can so easily send pictures and videos to resolve problems. Otherwise, the market would be confined to our local areas.

I would suggest that Addmotor get a more fluent English-speaking customer service rep if they are going to continue to market and sell their product in the U.S. as I think that would help them minimize the confusion with the customers and ultimately help them in the long run.
I agree with you Brent
 

Delta

Member
I agree with you Brent
I started to say, I agree with you in part Brent. There is definitely a language problem and they seem to misinterpret or outright misread what the customer has said in a lot of instances, I imagine you were without the use of your new bike for over a month. The fact that they often say criticism is from "malicious competitors" when the criticism is actually due to the way they handle complaints, bothers me and I am really worried about what they would do if I had a major part fail considering what they said and did not do about my defective rear tube.
I hope your bike continues to run well and as I have said my bike appears to be made very well. My worry is about how this company treats their customers not about the integrity of the bike itself.
 

Addmotor

Member
I completely understand the frustration of the customers above. However, I don't think AddMotor is making customers jump through hoops just to jump through hoops. I think there is a language barrier between U.S. customers to Addmotor HQ/support(German?) to the factory in China. I'll explain through my own personal experience....

I purchased an AddMotor HitHot H1 through Amazon back in Feb. It did not work when it arrived. I emailed the support email that is listed above. They responded and I could tell there was a language barrier. They asked for a video so I shot a quick video and uploaded it to youtube and sent it to them. Once they saw the video, they quickly said my controller was bad and that they would send me another one.

Once the new controller came in, it looked the same... but was the wrong controller. It didn't have headlight wires coming out of it and it caused my display to read incorrectly(battery dead when it was fully charged, for example). More importantly, the bike still didn't work. I emailed them again. Again, the response was misunderstood and asked for a video. I sent another video and pictures of the original controller and the new one. They quickly responded and sent me the correct controller.

The new controller arrived and I installed it last night. I took the bike for a test ride and everything works great now. I'm looking forward to hopefully riding down to Seoul and back this weekend(70 miles round trip).

Would I have loved to have the bike functional upon arrival? Absolutely, as I bought it while I'm deployed to Korea to zip around all the mountains and hills daily, but a little patience(and walking in the meantime) and I've finally reached the desired endstate.

Like the saying goes, "A picture is worth a thousand words." It's a great world we live in where we can so easily send pictures and videos to resolve problems. Otherwise, the market would be confined to our local areas.

I would suggest that Addmotor get a more fluent English-speaking customer service rep if they are going to continue to market and sell their product in the U.S. as I think that would help them minimize the confusion with the customers and ultimately help them in the long run.
Thanks for your suggestion.
We have customer service support team in different language,for example,German,Spanish,English customer service.
But they are online in different time.
We will try our best to related customer service to the customers from different country.
Hope we can do customer service better and better in the future.
Addmotor
 

Delta

Member
I bought XIMA X4 (since discontinued) - everything fine for the first year, but no longer works. Replaced the controller after getting ER8 now it is ER3. Customer service no longer responds as once before.
I bought XIMA X4 (since discontinued) - everything fine for the first year, but no longer works. Replaced the controller after getting ER8 now it is ER3. Customer service no longer responds as once before.
Hi Ann. We know that mechanical things have problems, it's just that AddMotor pretty much only brags about their "customer service" but when it comes to actually doing something for their customers they are seriously lacking in helping. As you can see in my correspondence with them they accused me twice of being a "malicious competitor", and after I sent them an invoice number and bike serial number they did not contact me again. jtlamf77 has every reason to be concerned about this company. I have only had my bike 1 1/2 months and I am already concerned and all I have had is a defective tube (not a punctured tube). Also, their answer to the first direct e mail I sent them about the tube had nothing to do with my question (they said the tire has to be tight on an ebike) and their second e mail said that the rear tube on an ebike is special (different from the front tube) and that is simply not true. I try to be patient with companies but sometimes, especially when other customers are having similar problems, the company is the problem.
 

Carl K.

New Member
I'm wondering is it a throttle issue or controller issue, My girlfriends new Addmotor Motan fat tire step through m140 likes to shut off periodically without any input from the user and when it does stay on long enough for me to try to check it it seems the throttle and peddle assist is at full power all the time.
The bike seems to be way more powerful than my own 750 watt bikes and this one is only supposed to be 500 watts. when it was running i tried it out and was able to reach 32mph in 4th gear for crying out loud so any advice would be appreciated.
 

Delta

Member
Hi Carl. If the bike is new you might try to contact Addmotor. They have always responded quickly though I do not think much of their advice or the way they give it. If you do contact them be very descriptive in describing the problem. If you have not already done so, check the wiring from the throttle to the controller, and the actual action of the throttle, and check all the wire connections in the controller and even the motor wire connector. Where you can, disconnect and re-connect all of the connectors. My M550 P7 is a year old now and except for the above mentioned tube problem, has been operating excellently, no problems whatsoever and I have 1067 miles on it now.

My Addmotor bike also is very powerful, I have a new mid drive that is 750 watts (like my P7) and the rear hub motored P7 easily runs away from it, and the mid drive has the much touted Bafang Ultra motor, which in my opinion is very overrated.
 

Carl K.

New Member
Hi Carl. If the bike is new you might try to contact Addmotor. They have always responded quickly though I do not think much of their advice or the way they give it. If you do contact them be very descriptive in describing the problem. If you have not already done so, check the wiring from the throttle to the controller, and the actual action of the throttle, and check all the wire connections in the controller and even the motor wire connector. Where you can, disconnect and re-connect all of the connectors. My M550 P7 is a year old now and except for the above mentioned tube problem, has been operating excellently, no problems whatsoever and I have 1067 miles on it now.

My Addmotor bike also is very powerful, I have a new mid drive that is 750 watts (like my P7) and the rear hub motored P7 easily runs away from it, and the mid drive has the much touted Bafang Ultra motor, which in my opinion is very overrated.
Ive emailed customer support on Friday evening and still waiting on a reply i even sent them a video of how the bikes systems shut down on its own (i turn on the bike and about 3 seconds later it shuts off completely). and yes i checked all connections by now its been 3 times and all are connected properly and firmly there doesn't seem to be an issue with any of the pins or frayed wires so was hoping someone would know what the problem was or even experienced it themselves.
Thanks for the advice and i hope Addmotor gets back to me before long the girlfriend is itching to go out riding since the weathers getting warmer.
 

Delta

Member
They will probably get back to you on Monday or maybe late today, I think the email goes to China and it is early Monday morning there now. It is good that you sent them videos, they would have asked for them. I don't suppose you are getting any error messages. It does seem like it could be a controller issue but I have read about a problem in the braking system that causes strange issues, though that is usually accompanied by an error code. Good luck.
 

Carl K.

New Member
thats what made me curios as well, no error codes just a sudden shut down. i know of the error codes for brakes as this is the third bike ive bought as i own a Radwaggon and Radmini so not to much of a stranger to the ebike scene my first thought was controller issue as well but wanted someone elses input just in case they had the same and figured it out already.
 

Delta

Member
You might try electricbike.com. There are a lot of people there with extensive knowledge on all kinds of ebike problems.
 

Addmotor

Member
Ive emailed customer support on Friday evening and still waiting on a reply i even sent them a video of how the bikes systems shut down on its own (i turn on the bike and about 3 seconds later it shuts off completely). and yes i checked all connections by now its been 3 times and all are connected properly and firmly there doesn't seem to be an issue with any of the pins or frayed wires so was hoping someone would know what the problem was or even experienced it themselves.
Thanks for the advice and i hope Addmotor gets back to me before long the girlfriend is itching to go out riding since the weathers getting warmer.
Hi Carl, we are glad that you have solved the problem from support team.If you have any questions,please feel free to contact support@addmotor.com Thanks.
 

Dopo

New Member
I have a new addmotor 750 folding fattier. It has a bad controller shown in photo. I've been waiting many weeks for a replacement from china. No parts in the US(per addmotor support). Does anyone know if there is a generic controller I can buy to get this bike back up. It's been down most of the time I've owned it.
 

Dopo

New Member
I have a new addmotor 750 folding fattier. It has a bad controller shown in photo. I've been waiting many weeks for a replacement from china. No parts in the US(per addmotor support). Does anyone know if there is a generic controller I can buy to get this bike back up. It's been down most of the time I've owned it.
I got a response from addmotor. They deny that a controller was ordered. It however was ordered by support at addmotor. They told me it had to come from china as parts are not stocked in the US. Looks like I'll get a reputable brand bike and try to cobble in an after
 

Dopo

New Member
Thanks for your suggestion.
We have customer service support team in different language,for example,German,Spanish,English customer service.
But they are online in different time.
We will try our best to related customer service to the customers from different country.
Hope we can do customer service better and better in the future.
Addmotor
As of late july 2019 it has not improved. My bike has been out of service more than half the time I've owned it. I'm trying to work with a US company to make one of their controllers a direct replacement for addmotor.
 

Dopo

New Member
This is what I mean by this company does not take responsibility. I sent Addmotor my invoice number and bike serial number when I communicated with them. They know I am not a competitor. Addmotor does not help customers solve problems, they delay any real help and as I mentioned in my above post they actually lied about the "different tube" they say is used in the rear tire.

I would now recommend not buying anything from this company since they say I am a malicious competitor when, in fact, I own the bike mentioned above. The best thing they do is give excuses. They need a serious attitude adjustment.
I agree, addmotor does not stand behind their product. They buy some good parts to build their bikes with, but the work they do themselves is shoddy.