I agree with you BrentI 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.