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.
*** UPDATE
After posting my experience thus far on their IG, I got a response to one of the two questions I have for the company — 1 will the reimburse me for packaging and 2 will I be able to get a refund. They answered the first stating no, I am responsible for package, which I’m not surprised by, but didn’t follow up with the second question about receiving a refund. I put in another email to try for a response to that question. I’d be surprised if I hear anything back anytime soon.
I am really dumbfounded by this company. I honestly don’t get their position on the overwhelming reality that this launch has been a failure. It is obvious that they are gaming social media by partnering with people to pump out a narrative that this bike has been awesome, that there’s not been this massive failure on their part. The unwillingness to address these in any way is offensive. The lack of responsiveness and acknowledgement of failures puts customers in the position to have to fight for recognition. It’s just all together a bad way to handle a failure.
UPDATE***
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!
Updated 08/07/2020
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.
*** UPDATE
After posting my experience thus far on their IG, I got a response to one of the two questions I have for the company — 1 will the reimburse me for packaging and 2 will I be able to get a refund. They answered the first stating no, I am responsible for package, which I’m not surprised by, but didn’t follow up with the second question about receiving a refund. I put in another email to try for a response to that question. I’d be surprised if I hear anything back anytime soon.
I am really dumbfounded by this company. I honestly don’t get their position on the overwhelming reality that this launch has been a failure. It is obvious that they are gaming social media by partnering with people to pump out a narrative that this bike has been awesome, that there’s not been this massive failure on their part. The unwillingness to address these in any way is offensive. The lack of responsiveness and acknowledgement of failures puts customers in the position to have to fight for recognition. It’s just all together a bad way to handle a failure.
UPDATE***
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!
Updated 08/07/2020
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