What happened to support?

  • Crazy to think that every day there are more owners and older boards. Seems like a scaling nightmare for a new small company. And I'm sure they've been primarily focused on production rather than ramping up support. Hopefully just growing pains and they will figure it out.

    I emailed a pretty simple request/question to support recently and it took 8 days to get a response (with an apology for the delay). They must really be in the thick of it.

  • They should really start to give official answers here in the Forum, to start to create a knowledge base.

    I imagine most of the emails they get must be from people asking the same stuff over and over. If their official answers were already available here in the forum people wouldn't need to send an email asking it again.

  • Hey!

    Just to say I sent my OW for a motor issue. Sent it 3 weeks ago and got it this week on monday fixed!

    The ticket took few days to get an answer but always had one, just a question of time.

    I really liked the speed and I think that if they do not answer quick itโ€™s because they work hard aside.

    Thumbs up to FM, I like you and your support ๐Ÿ‘


  • @lirou Dude I've been on here for 2 years and we've been saying this the whole time... It would be great if FM had a voice here, but I wouldn't hold your breath.
    As for servicing, I've had my Plus in the shop for 2 weeks. I just sent an email to check on the servicing and get a timeline of when it should be completed. In general, support was SO much better last year, before they launched a new product and got a huge influx of new riders.

  • @el_puente said in What happened to support?:

    Crazy to think that every day there are more owners and older boards. Seems like a scaling nightmare for a new small company. And I'm sure they've been primarily focused on production rather than ramping up support. Hopefully just growing pains and they will figure it out.

    I've had that same thought. They're not just dealing with these guys who just bought their plus and are having problems, they're also dealing with the thousands of boards over the past 3 years... and like you said, the older boards start to break down and people need support.

    People say they expect so much for what they paid, but they're not making a ton of profit on these boards... what you're paying for is the tech and just a really well-made piece of machinery.

    FM is probably freaking out trying to figure out how to make a profit and also hire a huge support team to handle all the customer issues.

  • @thegreck


    More and more people are able to take their boards apart for traveling or tire change/upgrade.

    Betcha many of these boards being sent in are for minor issues that FM could spare the hassle.
    Many of these, FM is paying for shipping and they're holding back work force that could be spent on urgent issues.

    Like letting people send their wheel only for tire change than the whole board.

    Priority Mail is cheaper and faster turn around.

    If it's a battery issue, send the battery module.
    If it's a controller issue, send the controller module.
    Takes about 5 minutes to take these out.

    They could do a "how to" videos and most people won't have a problem doing it themselves.

    Pretty staright forward.

  • @sonny123 Wonder if they're trying to figure out a way to make them more modular, or if the idea scares them.

  • @thegreck

    One of the things I love most about Onewheel is the way it's built/put together.
    Work of art. Built like a Hummer.

    Honestly, I don't think it can be built to diassemble easier than that without increasing cost.

    Once you take it apart, you won't believe how easy it is.

  • I absolutely love my board, but...I think its ridiculous that individual parts are not able to be sent out or purchased.
    The whole warranty void if tampered with stickers are lame too.
    They are making a healthy profit. All parts come from china. I bet they have less than $3-500 in each board...probably much less.
    I come from dirt bikes, bicycles, drones, etc...all of which I can work on myself. Get what ever parts I need and make it happen. Dont like relying on someone to maintain my stuff! (or paying for it!)

  • @sonny123 this is a really good idea in hindsight but the reality is some people aren't good enough with their tech to be able to do some disassembling and feel confident in it. Additionally, if someone did do this and hurt themselves or messed up their board beyond repair that would create a PR nightmare that i'm sure they cant really afford to handle either. If they did this they would also have to make people sign a terms and agreement saying that in disassembly of ones own board, FM is not responsible to replace it if a problem is created by the owner during the disassembly process. then you run into insurance claims like for cars and "how do you know it wasn't like that when i took it apart?" and that leads to more lawyer's fees etc, etc.

  • The board is extremely easy to disassemble and very well made. I hope they don't cheap out in the future to cut costs and maximize profit. It would literally be the end of Onewheel for me. It really only has 3 main components. Battery module,Control module, and motor.
    I've taken it apart countless times to get stubborn dirt and just inspecting for wear. I can take it apart and back together in 10 min. I hope they let us just send components in the future. Or have a shop to buy parts.

  • @cascadewheeler what makes you think all parts are coming from china? I've taken apart the modules and the printed circuit board comes from a manufacturer in Fremont, CA. The battery component is also assembled in CA. The fact that it's assembled in San Jose is going to automatically cost more due to higher wages. I just hope they continue to grow right here in the Bay Area and don't move overseas, then you'll have the cheap Chinese board your talking about.

  • @vspot415 not sure it's all parts... when ever i see "assembled in USA" i just assume that lol

  • The onewheel crew is "on tour" ,eating merguez, drinking beer and selling ow+...just my 2cents...

  • @pat_hurley

    It's a valid point.
    There'll always be people who won't want to mess with it and send it in.
    But I think they can spare more than half of the boards out there a trip to the headquarter with a newer program.
    If they can let you replace the sensor pad, no reason why they can't let you do other things.
    I think down the road they'll have to implement new ways.

  • @sonny123 that I can definitely agree with

  • @fabuz lol that's just Jack and maybe one other person on the Marketing/Sales team. Maybe Orion. Those guys aren't responsible for figuring out all the service issues anyway.
    Loving the discussion on Modular parts to reduce service time and cost. Makes sense to me. My board is in the shop mostly because of a footpad. Yup, if I had a working footpad, I would have not sent the board in for repair. Just think about that.

  • @slydogstroh I ear you buddy ;) it's good to complaining sometimes(with irony of course)....A lot of french customers(and some buddies) are cancelling their orders because the boards never come....whatever it's sad :(

  • @slydogstroh

    Exactly. Being grounded just to send a footpad for repair.
    Doesn't make sense.
    That's why I have a V1 pads on a standby.

  • Whatever FM's margins are on these boards is irrelevant to us customers. They should price them such that they're able to make enough $ to fund future ops, support anticipated and unanticipated repair needs and keep the company and its customers happy and enthused. For years to come. It's self-defeating to not grow support staff / capabilities, as all this does is frustrate customers, create bad WOM and jeopardize future sales and profits. Right now the best course of action would be to build the heck out of their customer service and support divisions. Even if they lose $ on that now, good support and service will pay dividends down the road. They should also set up authorized support facilities, particularly in areas where they know they have large numbers of riders. Tons of repairs (tire swaps, faulty footpads, etc) could be done locally, without clogging up FM's pipeline, and significantly reduce turn-around time and boost customer satisfaction.

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