SBW

Good product, terrible support

I have a Vello bike with the Zehus hub. It's a joy to ride. The hub is a very clever idea and could go on to be the default for electric bikes. The support for the product is embarrassing.

Warranty is time based - so a 1500km hub can be out of warranty. Considering the cost of a hub, and the quotations for spares/replacement that's' ridicules.

I've been told that you can damage the hub by leaving it un-charged - no sticker on the hub to say so

The 'service desk' will begrudgingly send you a tariff for shipping the hub back to Italy for inspection.

What they never told me is there's a service centre about 100km from my house. Who have factory trained technicians who can run diagnostics and repair for less than the cost of posing it to Italy.

Once the UK service centre had fixed the hub, the Italian service desk sent me an email asking for my details so they could send me a bill for support they took no part in.

You've been warned.

What a nice helpful chap Spenser is.
I have a Vello electric bike with a Zehus hub.
When it wouldn't calibrate - the bike would only connect to the app when plugged into the wall.
I tried to get some support from the manufacturer in Italy. They were as little help as possible, on the second attempt at dealing with them they sent me a list of exorbitant costs for posting it back to them in Italy, and potential repair costs. They never once mentioned there is a UK service centre.
By chance I found that Quella are the uk distributor. One phone call with Spenser later, my Hub was in diagnosis, fixed and returned within 7 days. For a fraction of the cost of posting to Italy and back.

pricing is suspect at best.

they’re ridiculous demands that i send them photo after photo of my drivers licence

completely useless if you want to make a claim.

go anywhere else

staggering incompetence

if the job goes well these guys are no problem.
if it doesn’t……

failed to bring a tv bracket
2nd visit
broke the tv
the tv is on the wall neither centralised to the space or level.

to their credit the chaps doing the job ,who speak little english, made many apologies and did ring the office to report the problem

i’ll be updating this thread with a full list of the lies and obfuscation while the days go by with neither telly nor refund. UPDATE see the meaningless reply from FS who have been informed of the issue day after day, promise after promise broken and still nothing done.

edit - this post prompted them to get in touch- claimed to have already sent payment, this now appears not to be true.

my parcel is still missing despite the website saying its been delivered. Not very good is it.

incompetent and now dishonest too

A company so useless that they were unable to send the instruction notice to HMRC. No deliverable, but then there cant be as they cant even get instruction set up. Still waiting for a refund. Time for debt collectors

The returns process is arduous which considering the sizing is odd to say the least. Rang up and spoke to one of your guys , customer feedback clearly not welcome, so I was surprised to get an email asking for feedback. Great name/brand poor commerce skills. a bit like The Chippy Barn also based in Ulverston.

spectacularly dishonest barely covers it. 2 grand became 1200 which ended up being 1450.

Would have to be the last auction I would ever enter anything I wanted to sell in.
The website is a joke, the registration process is ridiculous, it’s easy to spend hours trying to bid.
If, and it’s a big if, you manage to bid everything goes for peanuts as so many potential buyers drop out.

Chancing upon the website one afternoon whilst relaxing in the workplace I was taken by the munificent of the 'on sale' section, and after some brief hesitation for reflection of the plethora of fine schmutter offered, I purchased a shirt checkered in a restrained yet eye catching plaid , and a pair of shoes of the kind favoured by yachtsman and pier-fisherman.
The delivery was made without recourse to agitation of any kind, and the goods were indeed as advertised. Basking in the warm light of the unexpected serenity I was afforded by the process' marble-smooth execution I felt compelled to offer this most ringing of approbations.