What happened to support?



  • 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.



  • @groovyruvy Word. Preach dog lol. All we can do is wish for the best. Oh, and HOVER HARD every damn day. That too.



  • @groovyruvy exactly. Anyone making excuses for subpar service is lacking in standards. When you pay for something it's expected to be functioning properly. If it doesn't function properly expedited measures must be taken by the company to fix it. BTW I can assure you the owner became a millionaire many times over very quickly, and continues to grow exponentially as would be expected because he's obviously intelligent and has common sense.



  • @lightning said in What happened to support?:

    @groovyruvy exactly. Anyone making excuses for subpar service is lacking in standards. When you pay for something it's expected to be functioning properly. If it doesn't function properly expedited measures must be taken by the company to fix it. BTW I can assure you the owner became a millionaire many times over very quickly, and continues to grow exponentially as would be expected because he's obviously intelligent and has common sense.

    I assume the first part
    after BTW is a joke .... right?



  • No luck calling support, voice mail just hangs up on you



  • @louman73 I sent my board in on oct 3rd. I only had it for two weeks before it stopped charging. On nov 6 th I had still heard nothing from FM do I called and was told they would get back to me. Next day I got an email Saying it would be $400+ to fix it and as soon as they got my money they would start the repair. I explained it was only two weeks old and had not been submerged or even gotten wet other than a puddle or two. They replied back saying they would cover the cost of repair and offer 10% off repairs. What?? That’s confusing. Long story short I still don’t have my board or an answer to if and when I’ll ever get it back. What kind of people would do this to anyone let alone young people some of who saved for years to get a onewheel. I am exploring legal options and possible private investigation involvement.



  • How big were those puddles?



  • @cascadewheeler they weren’t. I live in Los Angeles we generally have very little rain. When I say puddle I mean sprinkler run off on the side walk. Nothing as severe as say riding on the beach in wet sand as their own advertising video highlights on the front page of their website.



  • @grahamoc you live in LA and you didn't just drive over to FM?