BBSHD Warranty Voided for changing Battery Plugs

[wozwasted]

I recently purchased a new BBSHD controller from Volition EBikes in Bondi Junction Sydney Australia.
After installing it I was getting a Number 12 Error.
So I brought them my motor and asked they fix the error. but the next day they informed me that it blew up and because I had changed the power plug the warranty is void.
If they cant claim it under warranty then shouldn''t they have to replace the controller. after all it was working when I took it to them.
They had to find out why there was an error code and they managed to blow the arse out of the controller
then said they werent responsible because I had changed the power plug from the original


I should add some info that I left out thinking it was irrelivant but due to the few people who think I may be at fault it seems that it is relevant...

that wasnt the first time retuIrned the part...
the previous day I fitted the controller and it displayed a different error (I cant remember the number ATM0 so I returned it and they told me that they need to update the firmware.
so after they did I took it home for the second time and thats when it had the numher 12 error. being quite annoyed I returned to the shop with my motor and asked they give it back working.
The next day they informed me they had plugged a battery in and it blew up
they already knew what type of plug was on it and they previously used it when updating the firmware.

If the shop cant change the controller under warranty then they should have to pay for a replacement after all it was working when I took it to them with an error code, the next day they informed me that it blew up while they were working on it



- NEW DEVELOPMENT -

Im not sure if it was from writing to forums, or the many emails I sent them or maybe they developed a concience, but yesterday they contacted me and said they will replace the controller free of charge.
Thank you to everyone who commented on my thread (I am confident that your input played a big part in getting them to change their mind)































































)

 

[wozwasted]

the reason I returned the controller is because it was giving a number 12 error.
I took my whole motor to them asked them to get it working..
they informed me that when they connected it to the battery the controller blew up.
Now they are saying its because I changed the plug.
I believe it sounds more like they put the power cords on in Reverse causing it to blow up
What sounds like the most likely reason for this to happen

 

[rich c]

They have no idea what you may or may not have done in the work. It's not uncommon to see posts where someone cut hot wires and shorted something out. The rules are spelled out in the warranty, what is hard to understand?

 

[wozwasted]

They have no idea what you may or may not have done in the work. It's not uncommon to see posts where someone cut hot wires and shorted something out. The rules are spelled out in the warranty, what is hard to understand?

They may not be aware what I did but I but they cant deny that it powered up and displayed a number 12 error when it was given to them and while in their care it has blown up and will no longer turn on.

with regards to changing the plug... You are aware these motors are sold as a DIY kit and they are used with many different batteries which have many different Battery terminals.
Its not as though I held it together with electical tape...
I used an approved plug which was soldered and insulated with heat shrink, and having actually read terms of their warranty they have no grounds to deny the warranty, especially since it was phisically damaged in their care.

 

[tomjasz]

They may not be aware what I did but I but they cant deny that it powered up and displayed a number 12 error when it was given to them and while in their care it has blown up and will no longer turn on.

with regards to changing the plug... You are aware these motors are sold as a DIY kit and they are used with many different batteries which have many different Battery terminals.
Its not as though I held it together with electical tape...
I used an approved plug which was soldered and insulated with heat shrink, and having actually read terms of their warranty they have no grounds to deny the warranty, especially since it was phisically damaged in their care.

Bum dealer, period. Often error 12 is a bum connector. Bent pins. Impossible to short a BBSXX controller as RichC opined. Many of my customers in 7 years of support changed connections. I don’t ever remember a warranty replacement being refused or ever heard of and error 12 from changing connectors.

BUT Bafang does not warranty a failed product for a reseller. Making some cheap ass dealers trying to put it on customer error. Failed on delivery controllers are rare. Doug @ California eBike ALWAYS provided new controllers with a one year warranty whenever I had a customer with an issue. Sadly I suggested we reduce the warranty period after some but heads made changes to the controllers wiring and connectors. Internal wiring can be affected by static. Another reason most vendors gave up selling BMS. Easily shorted. But that’s not the case with the external two power wires.

Regardless best practice dictates severing wiring on lead at a time. Now cut both wires on the battery power out and it’s just like doing it with a lamp cord. Fireworks! Again in 7 years no one ever made a battery warranty claim over shorted power leads. I suspect RichC may be sharing his own boo boo.

 

[wozwasted]

Bum dealer, period. Often error 12 is a bum connector. Bent pins. Impossible to short a BBSXX controller as RichC opined. Many of my customers in 7 years of support changed connections. I don’t ever remember a warranty replacement being refused or ever heard of and error 12 from changing connectors.

BUT Bafang does not warranty a failed product for a reseller. Making some cheap ass dealers trying to put it on customer error. Failed on delivery controllers are rare. Doug @ California eBike ALWAYS provided new controllers with a one year warranty whenever I had a customer with an issue. Sadly I suggested we reduce the warranty period after some but heads made changes to the controllers wiring and connectors. Internal wiring can be affected by static. Another reason most vendors gave up selling BMS. Easily shorted. But that’s not the case with the external two power wires.

Regardless best practice dictates severing wiring on lead at a time. Now cut both wires on the battery power out and it’s just like doing it with a lamp cord. Fireworks! Again in 7 years no one ever made a battery warranty claim over shorted power leads. I suspect RichC may be sharing his own boo boo.

Its actually worse than what I first reported...
whats happend is they told me when they pluged in to a battery it blew up and they are refusing the warranty because the controller has blown.
I said but you blew it up and they replied that it happend because the plug was no good.
I then said if the plug was no good they should have informed me the plug was bad and if they proceed the controller may damage and void the warranty.
But regardless of this they still refuse to commit to their legal and moral obligation and replace the part

 

[m@Robertson]

You might have to eat this one and chalk it up to experience. With a user-added part on the unit, you've opened the door to he said/she said and of course the motor really is modified, even if that modification is pretty common stuff. I agree with @tomjasz that the root of the issue is a dodgy dealer who doesn't want to pay for a defective part, but the changed plug gives them the ammunition they need to deny your claim with some level of plausibility, counterclaiming you put a bad plug on.

I will generally test with the manufacturer-supplied Andsersons and an Anderson-to-XT90 adapter. Then when it comes time to clean up the wiring at the end of the build process, I cut the Andersons off and crimp on a proper XT90 pigtail. I've had to warranty return entire BBSHD motors on two occasions and I've always been able to say the motor was in as-delivered, new condition. On one of those occasions I was returning a 100mm motor because it turned out I needed a 120 to clear a bike's chainstays. So not screwing with it until forced to saved me from what would have been a costly personal mistake.

 

[tomjasz]

You might have to eat this one and chalk it up to experience.

Fixed.

 

[rich c]

they still refuse to commit to their legal and moral obligation and replace the part Are you a lawyer? Legal obligation? Have you ever hired a lawyer and tried to prove their warranty is illegal and immoral? Your interpretation does not count when the warranty spells it out.

 

[wozwasted]

Besides it was still working until they blew it up. it happend while they were working on it.
if there was a problem they should have told me that if they proceed it could be damaged and the warranty would be voided.
or had they informed me before blowing it up that changing the plugs voids the warranty I could have put Anderson plugs back on.

 

[tomjasz]

Buy a new controller. Sadly I imagine it's175AUD or more. In my experience there's no recourse. Unless AU has some consumer protection laws. Here it's on the customer.

After continuing to read I'm no longer certain you didn't make some fatal error. I'm always suspicious. I had a customer buy a controller and some other parts. Before testing the controller he shortened the controller internal wiring and replaced the connectors. When the controller didn't work he filed a complaint with PayPal. And we lost the entire order cost. The fella was livid that we would ever suggest he created the problem and called it DOA. There's a reason I have anti static pads. Static charges can NUKE controllers and BMS. Been there in my early days. It was hard to come to terms with my own failures. I had zero electronics experience in 2014. I had very sophisticated irrigation controllers in my working years. But shorts were protected by fusing. Sadly much of the kit world and cheap eBikes cut corners and have very poor protections.

Did you try the error 12 troubleshooting posts in the various forums?

 

[wozwasted]

they still refuse to commit to their legal and moral obligation and replace the part Are you a lawyer? Legal obligation? Have you ever hired a lawyer and tried to prove their warranty is illegal and immoral? Your interpretation does not count when the warranty spells it out.

Here are their warranty terms,

Limited Warranty & Returns - Volition

Limited WARRANTY POLICY Volition E.bikes are engineer-minded people. We work day and night to ensure products we engineer & manufacture are long lasting. We also import bikes from overseas and work closely with our partners to again ensure bikes we sell can endure the years of use. Limited...

volitionebike.com

you find where its 'Spelled Out" in their warranty terms. I cant find it . That would make them legaly liable
And regardless of everything else, THEY BLEW IT UP NOT ME. that would make them moraly responsible
I wouldn't mind betting that you own a bike shop and have people damage items then lie and claim under warranty so often that you dont beleive anyone who tries to claim warranty.
but I dont hold the manufacturer Bafang to account, the damage was caused by Volition Ebike and they are personally Liable for damaging the product.
they took product that although it displayed an error, it did work. after taking it to fix it was damaged and no longer works. I really didnt think anyone could possibly be as narrow minded as the folk at Volition Ebike, but looks like there is.
Also was I correct when I said I bet you own a bike shop and have people lie about calaims so often that you dont believe anyone?

 

[tomjasz]

I wouldn't mind betting that you own a bike shop and have people damage items then lie and claim under warranty so often that you dont beleive anyone who tries to claim warranty.

A very bad bet. It happens but fortunately not often and most times it was sorted.

Also was I correct when I said I bet you own a bike shop and have people lie about calaims so often that you dont believe anyone?

No sorry. I was a support fellow and was compensated by a percentage of monthly sales. But in the end when the shop sold I'd had enough of your sort of customer. You'recoming to absolutely silly conclusions. Been there...

You're making leaps in judgments.
AGAIN, did you try to resolve the error 12 before sending it off?

The pins in the connectors are actually kind of fragile, n00bs occasionally don't line up the connectors properly and pins get bent. I'm sorry but my experiences make me suspect of ALL parties involved.

 

[tomjasz]

moraly liable

That and $2 will get you a cup of coffee.

 

[wozwasted]

Buy a new controller. Sadly I imagine it's175AUD or more. In my experience there's no recourse. Unless AU has some consumer protection laws. Here it's on the customer.

After continuing to read I'm no longer certain you didn't make some fatal error. I'm always suspicious. I had a customer buy a controller and some other parts. Before testing the controller he shortened the controller internal wiring and replaced the connectors. When the controller didn't work he filed a complaint with PayPal. And we lost the entire order cost. The fella was livid that we would ever suggest he created the problem and called it DOA. There's a reason I have anti static pads. Static charges can NUKE controllers and BMS. Been there in my early days. It was hard to come to terms with my own failures. I had zero electronics experience in 2014. I had very sophisticated irrigation controllers in my working years. But shorts were protected by fusing. Sadly much of the kit world and cheap eBikes cut corners and have very poor protections.

Did you try the error 12 troubleshooting posts in the various forums?

Theres a bit more that I didnt go int because I thought it irrelevant...
This was the second time I returned it in 2 days, the first time there was a different error, I cant think of the number atm, but I returned it and they had to update the firmware. I then took it home and fitted it again thats when I had the number 12 error. Being quite annoyed I just took the whole motor to them and asked they sort it out and give it back working. it was the next day they told me they plugged it in and it blew upNo, as soon as I got it home I connected it to the motor and it displayed an error for the second time so I immediately contacted them and took my whole motor in and said just give it back working I havent got time to make multiple trips to Bondi.
And here there are customer protection laws such as Dept Fair Trading the ACCCC (Australian Competition and Consumer Commission)

Buy a new controller. Sadly I imagine it's175AUD or more. In my experience there's no recourse. Unless AU has some consumer protection laws. Here it's on the customer.

After continuing to read I'm no longer certain you didn't make some fatal error. I'm always suspicious. I had a customer buy a controller and some other parts. Before testing the controller he shortened the controller internal wiring and replaced the connectors. When the controller didn't work he filed a complaint with PayPal. And we lost the entire order cost. The fella was livid that we would ever suggest he created the problem and called it DOA. There's a reason I have anti static pads. Static charges can NUKE controllers and BMS. Been there in my early days. It was hard to come to terms with my own failures. I had zero electronics experience in 2014. I had very sophisticated irrigation controllers in my working years. But shorts were protected by fusing. Sadly much of the kit world and cheap eBikes cut corners and have very poor protections.

Did you try the error 12 troubleshooting posts in the various forums?

 

[wozwasted]

Theres a bit more that I didn't add because I thought it irrelivant but due to the imput im getting I feel it is relivant...
that wasnt the first time I returned the part...
the day before I fitted the controller and it displayed a different error (I cant remember the number ATM0 so I returned it and they told me that they need to update the firmware.
so after they did that I took it home for the second time and thats when it had the numher 12 error. being quite annoyed I returned to the shop with my motor and asked they give it back working, I dont have time to keep catching trains to Bondi.
The next day they informed me they had plugged a battery in and it blew up
they already knew what type of plug was on it and they previously used it when updating the firmware

now I think even the doubters would now back me on this one

 

[wozwasted]

A very bad bet. It happens but fortunately not often and most times it was sorted.


No sorry. I was a support fellow and was compensated by a percentage of monthly sales. But in the end when the shop sold I'd had enough of your sort of customer. You'recoming to absolutely silly conclusions. Been there...

You're making leaps in judgments.
AGAIN, did you try to resolve the error 12 before sending it off?

The pins in the connectors are actually kind of fragile, n00bs occasionally don't line up the connectors properly and pins get bent. I'm sorry but my experiences make me suspect of ALL parties involved.

Ive added more to the story even you would have to back me on this now

 

[Gionnirocket]

Maybe you iz wasted as there isn't a warranty in the world that covers user modifications no matter how minor or commonly done.

 

[tomjasz]

morally responsible

Not a chance.

 

[wozwasted]

alot of people dont understand Im not expecting Bafang to replace the Controller... The problem is my bike was displaying an error, they were supposed to fix it Instead they blew up the controller,.

Maybe you iz wasted as there isn't a warranty in the world that covers user modifications no matter how minor or commonly done.

-I dont think your understanding where Im coming from... I dont expect the Manufacturer to cover the warranty, the shop was supposed to fix a number 12 error
and they managed to bow up the Controller. I want them to fix the damage that they did.